Up Your Coaching Game with User Reporting

Building an effective team in operations requires more than just selecting skilled individuals; it involves understanding each member's capabilities and workload, which is where PagerDuty's new User Reporting tool comes into play. This feature, part of the Advanced Analytics suite, allows managers to track how team members respond to incidents, offering insights into metrics like incident acknowledgment, reassignment, and escalation. These metrics help managers ensure that team members are appropriately positioned and workloads are balanced. Rather than viewing escalations as signs of laziness, User Reporting encourages a deeper analysis of factors such as workload and incident severity that may influence response behaviors. This tool provides a clearer picture of bottlenecks in incident response, enabling techniques like blameless post-mortems and the Five Whys to identify root causes and improve processes. Ultimately, by optimizing response times, teams can focus more on preventive strategies rather than merely reacting to issues, enhancing overall efficiency in incident management. User Reporting is available with PagerDuty’s Standard and Enterprise plans.