Process KPIs

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This page applies to business users. It gives an overview of the types of KPIs in Process HQ, KPI use cases, and how to read the different elements of a KPI.

About KPIs

A key performance indicator (KPI) is a way to measure the success of your business process and track the indicators that are most relevant to your business. A KPI can help you see at a glance if a process is performing to your expectations.

You can add your KPIs to a dashboard alongside other reports to create a comprehensive view of your organization's data. You can also use scorecard reports that compare multiple KPI targets to measure overall progress toward your business goals.

Common KPI use cases

You can create different types of KPIs based on the indicators you want to track. The following table includes some examples of common use cases for the different KPI types in Process HQ.

Track	Example	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.	Duration KPI (SLA)
The percentage of conforming or violating executions.	Show the total percentage of contracts that are violating SLA.	Duration KPI (SLA)
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 (time)
The average, median, or total duration of an activity.	See that reviews take an average of 3 hours.	Duration KPI (time)
The average, median, or total duration of a sequence.	See that there are an average of 83 days and 13 hours between requests for information (RFIs).	Duration KPI (time)
The minimum value for an attribute in the process.	Calculate the minimum distribution distance for delivery.	Aggregation KPI
The average value for an attribute in the process.	Calculate the average deal size.	Aggregation KPI
The maximum value for an attribute in the process.	Calculate the top user engagement by comment.	Aggregation KPI
The total value for an attribute in the process.	Calculate the total amount of shipping costs.	Aggregation KPI

Create a KPI

There are two ways to create KPIs in Process HQ: you can build a report with process data or create KPIs in a process view. KPIs live where you create them (you can't use process view KPIs in reports, and vice versa).

Feature Support	Report KPIs	Process View KPIs
Deploy to environments	Yes	No
Dashboards	Yes	Yes
Scorecard reports	Yes	No
Suggested insights	No	Yes
Alerts	No	Yes

Users can create the following types of KPIs in Process HQ:

KPI	Description
Count	Shows the total number of activities, sequences, or attributes.
Duration	Measure by Time to show how long cases, activities, or sequences are taking.
Duration	Measure by SLA to show a count of fulfillments or violations of a Service Level Agreement (SLA) for a process, sequence, or activity.
Aggregation	Shows an aggregated value based on a selected numeric attribute.

System-provided KPIs

Every process view automatically includes a set of KPIs by default. These system-provided KPIs represent the most common ways of tracking process performance and efficiency.

Average Case Duration

The Average Case Duration KPI shows the average duration of cases in the view that occur in the selected date range.

Indicator of improvement: Decrease.
Location: PINNED KPIS section (default) and All KPIs tab of a view.

Median Case Duration

The Median Case Duration KPI shows the median duration of cases in the view that occur in the selected date range.

Indicator of improvement: Decrease.
Location: PINNED KPIS section (default) and All KPIs tab of a view.

Automation Rate

The Automation Rate KPI shows the percentage of activities in the view that were performed by an automation in the selected date range. This calculation is based on the number of events with an Automation attribute. This KPI is only present if your process data includes events with an Automation attribute.

Indicator of improvement: Increase.
Location: PINNED KPIS section (default) and All KPIs tab of a view.

Total Cost

The Total Cost KPI shows the total cost of all activities in the view. This KPI is empty until you define the activity costs for the process.

Indicator of improvement: Decrease.
Location: Conformance and Costs tab of a view.

Total Case Conformance

The Total Case Conformance KPI shows the percentage of cases in the view that are occurring in the expected order. This KPI is empty until you define the expected activity order for the process.

Indicator of improvement: Increase.
Location: Conformance and Costs tab of a view.

KPI elements

Depending where a KPI is displayed, you'll see either a compact KPI card or a full KPI card. The images and tables below describe the elements included in the different versions of KPIs in Process HQ.

Compact KPI

#	Element	Description
1	Name	The KPI name.
2	Value	The current value of the KPI. In this example, the value displays the number of days it took to complete the Account Funded activity.
3	Value details	For duration KPIs, this indicates whether the value comes from an average (AVG), median (MED), or sum (SUM) of the relevant cases. For count KPIs, the percent of total cases or occurrences in this view affected by the characteristics in this KPI. For example, if this is 100%, the characteristics in the KPI affect all the cases in the view.
4	Change indicator and change percent	An arrow indicating whether the KPI value is increasing or decreasing recently, with the percentage of increase or decrease. The direction of the arrow represents either an increase in the KPI value () or a decrease in the KPI value (). The color of the indicator and percentage shows whether the change is positive (green) or negative (red). Depending on the KPI type, the system determines the change percentage as follows: Duration (Time) and Aggregate KPIs: The system compares the average of all values including the latest value to the average of all values except the latest value, and calculates the difference as a percentage. Duration (SLA) and Count KPIs: The system compares the sum of all values including the latest value to the sum of all values except the latest value, and calculates the difference as a percentage.
5	Target	(User-created duration KPIs only) The target duration configured for this KPI. In this example, the target value for the KPI is 17 hours, 30 minutes.
6	Three-dot menu	This menu includes the following actions: Start drilling down on the KPI. Unpin a pinned KPI. For user-created KPIs, this menu includes the following additional actions: Edit the KPI definition. Edit reference lines and alerts. Edit the KPI properties. Delete the KPI.
7	Description	(User-created KPIs only) Hover over this icon to see the KPI description.
8	Alerts	(User-created KPIs in views only) Click this icon to subscribe to alerts for this KPI.
9	Trend chart	A chart showing changes in KPI values over the selected time period.
10	Baseline details	(User-created KPIs only) The baseline configured for this KPI, and the difference between the baseline and the current KPI value. In this example, the current KPI value is 2 hours and 6 minutes (or 10.5%) lower than before.

Full KPI

#	Element	Description
1	Name	The KPI name.
2	Value	The current value of the KPI. In this example, the value displays the number of days it took to complete the KYC to Financial Review sequence.
3	Value details	For duration KPIs, this indicates whether the value comes from an average (AVG), median (MED), or sum (SUM) of the relevant cases. For count KPIs, the percent of total cases or occurrences in this view affected by the characteristics in this KPI. For example, if this is 100%, the characteristics in the KPI affect all the cases in the view.
4	Change indicator and change percent	An arrow indicating whether the KPI value is increasing or decreasing recently, with the percentage of increase or decrease. The direction of the arrow represents either an increase in the KPI value () or a decrease in the KPI value (). The color of the indicator and percentage shows whether the change is positive (green) or negative (red). Depending on the KPI type, the system determines the change percentage as follows: Duration (Time) and Aggregate KPIs: The system compares the average of all values including the latest value to the average of all values except the latest value, and calculates the difference as a percentage. Duration (SLA) and Count KPIs: The system compares the sum of all values including the latest value to the sum of all values except the latest value, and calculates the difference as a percentage.
5	Target	(User-created duration KPIs only) The target duration configured for this KPI. In this example, the target value for the KPI is 5 days.
6	Trend chart	A chart showing changes in KPI values over the selected time period.
7	Case count	The number of cases in this view included in the KPI compared to the total number of cases in the view. In this example, 3,761 cases are included in the KPI (out of 7,567 total cases in the view).
8	Occurrences	The number of times the sequence or activity has occurred for all cases in this view.
9	Process update	The date of the last successful process update.
10	Saved Insights	The number of saved insights related to this KPI. Click the link to view the list of saved insights.
11	Baseline details	(User-created KPIs only) The baseline configured for this KPI, and the difference between the baseline and the current KPI value. In this example, the current KPI value is 7 days and 4 hours (or 5.8%) lower than before.
12	Alerts	(User-created KPIs in views only) Click this icon to subscribe to alerts for this KPI.
13	Settings menu	(KPIs in views only) For user-created KPIs, this menu includes the following actions: Edit the KPI definition. Edit the KPI filters. Edit reference lines and alerts. Edit the KPI properties. For system-provided KPIs, this menu includes the following actions: View the KPI definition.
14	Description	The KPI description.
15	Filters	A summary of the view and KPI filters currently affecting this KPI.
16	START DRILLING DOWN	(KPIs in views only) Click this button to start manually creating an insight for this KPI.

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