Manage Custom KPIs

This page applies to business users. It describes how to manage custom KPIs in process insights.

Overview

A key performance indicator (KPI) allows you to track a specific aspect of your process to measure success, like how many contracts are closed. The Summary tab of a process view contains default KPIs, but you can also create your own KPIs based on your understanding of your business process.

These custom KPIs can be viewed in the CUSTOM KPIS tab of a process view. You can also pin custom KPIs to the Summary tab of a view, so they displays from the moment you open that view.

You create custom KPIs within an individual view, but once the KPI is created, you can reuse it across all your views.

Custom KPI permissions

In general, analysts for a process can create, update, pin, remove, and delete custom KPIs.

Viewers of the process can see what the analyst creates, but can't make changes to any of the custom KPI properties.

When to create a custom KPI

Custom KPIs can help you measure the success of your process and track the indicators most relevant to your business.

There are four different custom KPIs that can be used to display the data you need:

• Count: Shows the total number of activities, sequences, or attributes.
• Duration: Shows how long cases or sequences are taking.
• SLA: Shows the fulfillment of Service Level Agreement (SLA), indicating either compliance or violation of the process, specified sequence, or specified activity.
• Aggregation: Shows an aggregated value based on a selected column that refers to a numeric attribute.

Common custom KPI use cases

Each of the custom KPIs should be used and configured to address certain use cases. Some examples of common use cases for the different custom KPIs can include, but are not limited to the following.

Track	Example	Custom KPI
How many times a certain activity, sequence, or attribute occurs.	View the amount of review repetitions (review to review).	Count KPI
How many cases have an occurrence of a certain activity, sequence, or attribute.	View the percentage of cases with manual activities.	Count KPI
Different SLAs for sequences and repetitions.	Keep track of support tickets for different customer tiers. "Premium" support might only have 1 day of initial response time whereas you have 3 days time to respond to customers in the "Standard" support tier.	SLA KPI
The percentage of conforming or violating executions.	Show the total percentage of contracts that are violating the SLA.	SLA KPI
The average or median duration of cases in the process.	See that the mean and median case durations are less than 1 week.	Duration KPI
The average, median, or total duration of an activity.	See that reviews take an average of 3 hours.	Duration KPI
The average, median, or total duration of a sequence.	See that there are an average of 83 days and 13 hours between RFIs.	Duration KPI
The minimum value for an attribute in the process.	Calculate the minimum height of a set of products.	Aggregation KPI
The average value for an attribute in the process.	Calculate the average deal size.	Aggregation KPI
The max value for an attribute in the process.	Calculate the maximum length of pipes produced.	Aggregation KPI
The total value for an attribute in the process.	Calculate the total amount of shipping costs.	Aggregation KPI

Create a custom KPI

To create a custom KPI:

1. From the CUSTOM KPIS tab in a view, click ADD KPI.
2. Click Create New KPI.
   • To add one or more existing KPIs to a view instead of creating a new one, just click Add Existing KPI, select the KPIs to add, and click ADD TO VIEW.
3. Select a custom KPI type.
4. Click NEXT.
5. Make the KPI configurations for each KPI type:
   • Configure a count KPI
   • Configure a SLA KPI
   • Configure a duration KPI
   • Configure an aggregation KPI
6. For Display as, select either Number or Percentage.
7. Click NEXT.
8. Enter a name and description.
9. Select views to show the KPI on.
10. Click CREATE.

Configure the count KPI

To configure the count KPI, you must select what you want to count, select the kind of count KPI to create and make the specific configurations for each.

To count the activities:

1. For Select what you want to count, select Activities.
2. For Activity, select an activity in your process that you want to count.
3. For Count of, select either:
   • Activity occurrences to count the number of occurrences of the activity.
   • Cases with this activity to count the number of cases with that activity.
4. Continue on with step 6 in the Create a custom KPI section.

To count the sequences:

1. For Select what you want to count, select Sequences.
2. For Sequence Type, select either Direct Sequence or Indirect Sequence.
3. For Start Activity, select an activity.
4. For End Activity, select an activity.
5. For Count of, select either:
   • Sequence occurrences to show the number of occurrences of the sequence.
   • Cases with sequence to show the number of cases with that sequence.
6. Continue on with step 6 in the Create a custom KPI section.

To count the attributes:

1. For Select what you want to count, select Attributes.
2. For Cases with Attributes, select an attribute value to count and optionally select a related attribute.
   • You can select multiple values within an attribute or use the filter to count any of these values.
3. Continue on with step 6 in the Create a custom KPI section.

Configure the SLA KPI

To configure the SLA level, select what to track and make the tracking specific configurations.

To create a SLA KPI for case duration:

1. For Track Service-Level Agreements (SLAs) for, select Case duration.
2. For Target duration, enter a numeric value and select a unit of time; such as days, hours, minutes, and seconds.
3. For Count occurences by, select either:
   • Fulfillment (meets target duration): Shows the number or percentage of cases that are within the set time-frame for the SLA.
   • Violation (exceeds target duration): Shows the number or percentage of cases that are not within the set time-frame for the SLA.
4. Continue on with step 6 in the Create a custom KPI section.

To create a SLA KPI for sequence duration:

1. For Track Service-Level Agreements (SLAs) for, select Sequence Duration
   • This only supports direct sequences.
2. For Start Activity, select one start activity.
3. For End Activity, select one end activity.
4. For Target duration, enter a numeric value and select a unit of time; such as days, hours, minutes, and seconds.
5. For Count cases by, select either:
   • Fulfillment (meets target duration): Shows the number or percentage of cases that are within the set time-frame for the SLA.
   • Violation (exceeds target duration): Shows the number or percentage of cases that are not within the set time-frame for the SLA.
6. Continue on with step 6 in the Create a custom KPI section.

To create a SLA KPI for activity duration:

1. For Track Service-Level Agreements (SLAs) for, select Activity duration.
2. For Activity, select one start activity.
3. For Target duration, enter a numeric value and select a unit of time; such as days, hours, minutes, and seconds.
4. For Count occurences by, select either:
   • Fulfillment (meets target duration): Shows the number or percentage of cases that are within the set time-frame for the SLA.
   • Violation (exceeds target duration): Shows the number or percentage of cases that are not within the set time-frame for the SLA.
5. Continue on with step 6 in the Create a custom KPI section.

Configure the duration KPI

To configure the duration KPI, select the duration to track and make the specific configurations.

To track case duration:

1. For Select which duration you want to track, select Case Duration.
2. For Aggregation, select either Median or Sum.
3. For Unit, select one of the following:
   • Detect Automatically (default)
   • Years + Months
   • Months + Weeks
   • Weeks + Days
   • Days + Hours
   • Hours + Minutes
   • Minutes + Seconds
4. Continue on with step 6 in the Create a custom KPI section.

To track sequence duration:

1. For Select which duration you want to track, select Sequence Duration.
2. For Start Activity, select one start activity.
3. For End Activity, select one end activity.
4. For Aggregation, select:
   • Average
   • Median
   • Sum.
5. For Unit, select one of the following:
   • Detect Automatically (default)
   • Years + Months
   • Months + Weeks
   • Weeks + Days
   • Days + Hours
   • Hours + Minutes
   • Minutes + Seconds
6. Continue on with step 6 in the Create a custom KPI section.

To track activity duration:

1. For Select which duration you want to track, select Activity Duration.
2. For Activity, select one start activity.
3. For Aggregation, select:
   • Average
   • Median
   • Sum.
4. For Unit, select one of the following:
   • Detect Automatically (default)
   • Years + Months
   • Months + Weeks
   • Weeks + Days
   • Days + Hours
   • Hours + Minutes
   • Minutes + Seconds
5. Continue on with step 6 in the Create a custom KPI section.

Configure the aggregation KPI

To create an aggregation KPI:

1. For Select a numeric attribute, select one of the following ways to aggregate the numerical attribute:
   • Minimum
   • Maximum
   • Median
   • Average
   • Total
2. Click ADD UNIT to enter a unit.
3. For Numeric Attribute, click SELECT to choose the numeric attribute to aggregate.
4. Continue on with step 7 in the Create a custom KPI section.

Pin custom KPIs

In addition to adding an existing KPI to a view and viewing all KPIs on the CUSTOM KPIs tab, you can pin KPIs to the Summary tab of a view. Pinning KPIs to the Summary tab allows you to prominently display the most relevant or frequently used KPIs, so that you can quickly see key information at a glance.

To pin a KPI to the Summary tab of a view:

1. Click the three dot menu in a custom KPI.
2. Click Pin to Summary.
3. To unpin it, click Unpin from Summary.

To see or edit where a KPI is displayed:

1. In the KPI card, click the three dot menu.
2. Click Edit Properties.
3. Under Views, use the dropdown to see which views are selected to display this KPI. From here, you can either see where it is used or add it to new views.
4. If you've made any changes, click UPDATE. If not click CANCEL.

Reuse custom KPIs

You can also use and reuse custom KPIs on multiple views in a process, as well as the summary tab.

KPIs calculate and display process data within the context of the view that you are currently in. This allows you to use the same KPI to focus on different aspects of the data depending on the view you're in.

For example, you could use the same KPI to track manual tasks or repetitions in both open and closed cases. Just reuse the KPI on two separate views; one for open cases and one for closed cases. The same KPI will calculate and display the data for the manual tasks and repetitions associated with open cases on one view, and closed cases on the other.

To add an existing KPI to a view from within that view:

1. Click Add KPI.
2. Select Add Existing KPI.
3. Select one or more existing custom KPIs to add to the view.
4. Click Add.

Feedback