View this page in the latest version of Appian. Manage KPIs Share Share via LinkedIn Reddit Email Copy Link Print On This Page This page applies to business users. It describes how to create and manage KPIs in a process view. About KPIs A key performance indicator (KPI) allows you to measure the success of your 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. Each view you create starts off with system-provided KPIs that represent the most common ways of tracking process performance and efficiency. Learn more about system-provided KPIs. You can also create your own KPIs based on your understanding of your business process. These KPIs are known as user-created KPIs. Learn more about when you might want to create a KPI. You can pin KPIs to a view, so they display from the moment you open the view or process. You can view all KPIs for an individual process view in the All KPIs tab of that view. Once you create a KPI, you can add it to a dashboard. You can give the KPI a custom name and time range when you use it in a dashboard. As you're curating your KPIs, you can also delete user-created KPIs from your views as needed. Tip: You can drill down from certain KPIs to start building an insight. Learn more. KPI elements When accessed in a view, a KPI consists of the elements highlighted in the image below. When you view a pinned KPI to a process, the KPI displays only elements 1–4. These elements are described in the table below. # 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 following actions: Start drilling down on the KPI. Unpin a pinned KPI. For user-created KPIs, this menu includes 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 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 5 hours (or 6.9%) lower than before. System-provided KPIs The system-provided KPIs are described in the table below. The Indicator of KPI Improvement column shows the indicator of improvement for the KPI, and the Location column indicates where you can access the KPI. KPI Description Indicator of KPI Improvement Location Average Case Duration The average duration of cases in the view that occur in the selected date range. decrease PINNED KPIS section (default) and All KPIs tab of a view Median Case Duration The median duration of cases in the view that occur in the selected date range. decrease Automation Rate 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. increase Total Cost The total cost of all activities in the view. This KPI is empty until you define the activity costs for the process. decrease Conformance and Costs tab of a view Total Case Conformance 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. increase User-created KPIs You should create a KPI when the system-provided KPIs don't address all use cases for your business. Learn more about common use cases for creating a KPI. The table below lists KPI templates you can use to track the uses cases you need. 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. 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. Common KPI use cases Some examples of common use cases for the different KPI types can include, but are not limited to the following. 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 KPI permissions You can manage KPIs based on process permissions and whether the KPI is system-provided or user-created, as summarized in the table below. Task System-provided KPIs User-created KPIs View a KPI 🅐 Ⓥ 🅐 Ⓥ View KPI definition – 🅐 Ⓥ View KPI filters – 🅐 Ⓥ View KPI reference lines and alerts – 🅐 Ⓥ View KPI properties 🅐 Ⓥ 🅐 Ⓥ Create a KPI 🅐 🅐 Pin/unpin KPI 🅐 🅐 Edit KPI definition 🅐 🅐 Edit KPI filters 🅐 🅐 Edit KPI reference lines and alerts 🅐 🅐 Edit KPI properties 🅐 🅐 Subscribe to a KPI – 🅐 Ⓥ Delete a KPI 🅐 🅐 Start drilling down 🅐 (Average Case Duration only) 🅐 (Count or Duration only) Legend: 🅐 = Process Analyst; Ⓥ = Process Viewer Create a KPI A user-created KPI is associated with the view where you create it. Keep in mind that the KPI inherits the filters that define the associated view. You must have Analyst permissions for a process to create a KPI for that process. First, choose how you want to create your KPI: Start from the process diagram to quickly generate and save a KPI. You can modify the KPI afterward as needed. Start from a view page to build a KPI using a step-by-step dialog. Create a KPI from the process diagram You can create a KPI while exploring your process diagram. To create a KPI from the process diagram: Access a process view. In the Process Diagram tab of the EXPLORE DATA FOR THIS VIEW section, choose a part of the process: Click a node to create a KPI based on an activity. You can only click on nodes if your event data includes a start timestamp and an end timestamp. Click a connector create a KPI based on a sequence. A dialog appears, displaying details for the part you selected. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close View the process part details to confirm to you want to create a KPI for this part of your process. Click EXPLORE COUNT or EXPLORE DURATION to create a draft of a KPI. Click SAVE KPI. Your new KPI is ready to use, and you can skip the rest of the steps in this section. However, if you want to make any changes, you can edit the definition, filters, reference lines and alerts, and properties. Create a KPI from a view When you create a KPI from a process view page, you'll follow a step-by-step dialog to build your KPI by selecting the type, then configuring the KPI definition, filters, and other settings. To create a KPI from a view: In the PINNED KPIS section of a process view, click CREATE KPI. Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close The Create KPI dialog displays, with the Type step active. Choose from the available lists to select a KPI type: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Browse Suggested KPIs: Using your process data, AI Copilot suggests some KPIs you may find valuable. If you select a suggested KPI, you can edit the definition and properties in later steps. Suggested KPIs persist for you and your collaborators to select from. If you don't see any suggested KPIs that meet your needs, click REGENERATE to refresh the list of options. Tip: Suggested KPIs are available in select regions. Start from Scratch: Choose to create and configure KPIs such as: Count Duration Aggregation Note: The Aggregation KPI is only available if your process contains a numeric attribute. Click NEXT. The Definition step displays. This step displays options specific to the KPI type. Define or edit the calculation parameters for each KPI type: Define the count KPI Define the duration KPI Define the aggregation KPI Tip: As you define the KPI parameters, the KPI preview allows you to see how the system would calculate the KPI in the context of the current view. Click NEXT. The Filters step displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close (Optional) Add one or more filters to further refine the cases tracked by the KPI. Click NEXT. The Reference Lines step displays. If you're creating a duration KPI measuring SLA, the Alerts step appears instead. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close (Optional) Add reference lines to support ongoing monitoring of KPI changes. Click NEXT. The Properties step displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Configure the properties for the KPI: For Name, enter a name. KPI names must be unique. (Optional) For Description, enter a brief description for the KPI. (Optional) To unpin the KPI from the current view, clear the Pin view checkbox. Click CREATE. Process HQ creates the KPI and applies the KPI filters to the data you're seeing. Define the count KPI To define 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. Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close To count activities, sequences, or case attributes: For Select what you want to count, select whether you want to count activities, sequences, or case attributes. Specify what you want the KPI to count: If you selected Activities, under Activity, select an activity. If you selected Sequences, select a Sequence Type, Start Activity, and End Activity. Sequence Type may be automatic if you started with a suggested KPI. If you selected Attributes, under Cases with Attribute, select an attribute type and value. If your KPI is counting activities or sequences, for Count of, select what you want to count: The number of occurrences. The number of cases with the activity or sequence. For Display As, select one or more options: Number of occurrences to display the KPI value as a number. Percentage of occurrences in this view to display the KPI value as a percentage. Tip: Depending on the option you selected for Count of property, these options will reflect cases instead of occurrences. Specify a Trend direction: If this KPI should have a lower value, click Lower is better. If this KPI should have a higher value, click Higher is better. To configure a baseline, click the Enable Baseline toggle. Then, configure the following options: For Label, enter a name to describe what the baseline represents (for example, "before AI features" or "before Appian"). For Baseline Value, enter a baseline value. This value appears on the trend chart so you can easily compare it to the KPI's current performance. For Comparison format, select the checkboxes to customize how the baseline value displays. Click NEXT. Continue with step 5 in the Create a KPI section. Define the duration KPI When you create a duration KPI, you can choose to measure one of the following: Time: The amount of time it takes to complete cases, activities, or sequences. SLA: The number of cases, activities, or sequences that are fulfilling or violating SLA. Note: The option to track activity duration is only available if you have both a start and end timestamp configured for your activities. Measure by time To define the duration KPI so it measures by time, select the duration to track and make the specific configurations. Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close To measure how long it takes to complete cases, activities, or sequences: For Select which duration you want to track, select whether you want to track duration for activities, sequences, or cases. Specify what you want to track: If you selected Activity Duration, under Activity, select the activity to track. If you selected Sequence Duration, select a Sequence Type, Start Activity, and End Activity. Sequence Type may be automatic if you started with a suggested KPI. For Measurement, select Time. For Aggregation, select how the KPI will aggregate durations. For Unit, keep the default Detect automatically to display appropriate unit of time based on the data, or select a specific unit of time. Specify a Trend direction: If this KPI should have a lower value, click Lower is better. If this KPI should have a higher value, click Higher is better. To configure a target, click the Enable Target toggle. Then, enter values for the target duration. To configure a baseline, click the Enable Baseline toggle. Then, configure the following options: For Label, enter a name to describe what the baseline represents (for example, "before AI features" or "before Appian"). For Baseline Value, enter a baseline value. This value appears on the trend chart so you can easily compare it to the KPI's current performance. For Comparison format, select the checkboxes to customize how the baseline value displays. Continue on with step 5 in the Create a KPI section. Measure by SLA To define the duration KPI so it measures SLA conformance, select what to track and make the specific configurations. Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close To measure the number of cases, activities, or sequences that are fulfilling or violating SLA: For Select which duration you want to track, select whether you want to track duration for activities, sequences, or cases. Specify what you want to track: If you selected Activity Duration, under Activity, select the activity to track. If you selected Sequence Duration, select a Sequence Type, Start Activity, and End Activity. Sequence Type may be automatic if you started with a suggested KPI. For Measurement, select SLA. Use the Duration and Unit fields to set the target duration for the KPI. For Count cases by, select whether you want to count SLA violations or fulfillments. For Display as, choose whether to view the SLA count as Number, Percentage, or both. Note: Percentages usually represent the percentage of all cases in the view. For SLA KPIs with filters, the percentage represents the percentage of cases in the filtered view that fulfill or violate the configured SLA. For example, let's say if you have 200 cases in the view, but a filter limits the KPI to 100 of the view's cases. If half the cases fulfill and half violate the percentage, the KPI will display 50%, not 25%. Specify a Trend direction: If this KPI should have a lower value, click Lower is better. If this KPI should have a higher value, click Higher is better. To configure a baseline, click the Enable Baseline toggle. Then, configure the following options: For Label, enter a name to describe what the baseline represents (for example, "before AI features" or "before Appian"). For Baseline Value, enter a baseline value. This value appears on the trend chart so you can easily compare it to the KPI's current performance. For Comparison format, select the checkboxes to customize how the baseline value displays. Continue on with step 5 in the Create a KPI section. Define the aggregation KPI Note: The aggregation KPI is only available if your process contains a numeric attribute. To define an aggregation KPI, specify what you want to aggregate and how you want to aggregate it. Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close To define an aggregation KPI: For Select a numeric attribute, select one of the following ways to aggregate the numerical attribute: Average Minimum Maximum Median Sum (Optional) Click ADD UNIT, then enter a unit of measurement for the numeric values. For example, this might be a monetary symbol like the Euro (€). For Numeric Attribute, click SELECT to choose the numeric attribute to aggregate. To configure a baseline, click the Enable Baseline toggle. Then, configure the following options: For Label, enter a name to describe what the baseline represents (for example, "before AI features" or "before Appian"). For Baseline Value, enter a baseline value. This value appears on the trend chart so you can easily compare it to the KPI's current performance. For Comparison format, select the checkboxes to customize how the baseline value displays. Continue on at step 5 in the Create a KPI section. Add a filter To add a filter while creating a KPI: In the Filters step of the dialog, click ADD FILTER. The filter properties section displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Configure the filter properties. You can filter on cases with a specific attribute, activity, sequence, or duration, as described in the following tables. Cases with a specific attribute value Property Action Filter Type Select Characteristic. Characteristic Type Select Attribute. Attribute Select the name of the attribute you want to filter on. Operator Select an appropriate operator: Equals: Cases related to the KPI must have the selected attribute value(s). Does not equal: Cases related to the KPI cannot have the selected attribute value(s). Attribute Value Select any values for the attribute you want to filter on. For example, if you select Country as Attribute, Equals as Operator, and Spain and Italy as Attribute Value, the KPI would filter only cases from Spain or Italy. Cases with a specific activity Property Action Filter Type Select Characteristic. Characteristic Type Select Activity. Operator Select the appropriate operator: Includes all: Cases related to the KPI must include all of the selected activities. Does not include any: Cases related to the KPI cannot include any of the selected activities. Activities Select the activities you want to filter on. For example, if you select Includes all as Operator and KYC Review and Financial Review as Activities, the KPI would filter only cases that include both the KYC Review and Financial Review activities. Cases with a specific sequence Property Action Filter Type Select Characteristic. Characteristic Type Select Sequence. Sequence Type Select one of the following: Direct: In the sequence, the start activity is immediately followed by the end activity. The KPI will filter cases with direct sequences only. For example, Action A to Action C. Indirect: In the sequence, the start activity is followed by the end activity but other activities can occur between them. The KPI will filter cases with both direct (Action A to Action C) and indirect (Action A to Action B to Action C) versions of the sequence. Operator Select the appropriate operator: Includes: Cases related to the KPI must include the specified sequence. Does not include: Cases related to the KPI cannot include the specified sequence. Start Activity Select the first activity in the sequence you want to filter on. End Activity Select second activity in the sequence you want to filter on. For example, if you select Direct as Sequence Type, Includes as Operator, KYC Review as Start Activity, and Financial Review as End Activity, the KPI would filter only cases that include the KYC Review to Financial Review sequence. Case duration Property Action Filter Type Select Duration. Duration Type Select Case. Operator Select the appropriate operator: Is longer than: Cases related to the KPI must be longer than the specified duration. Is shorter than: Cases related to the KPI must be shorter than the specified duration. Is longer than or equal to: Cases related to the KPI must be longer than or equal to the specified duration. Is shorter than or equal to: Cases related to the KPI must be shorter than or equal to the specified duration. Duration Enter the duration to filter on. This value can only be an integer. Unit Select the unit of time for the selected duration. Days is selected by default. For example, if you select Is longer than as Operator, 3 as Duration, and Days as Unit, the KPI would filter only cases that take longer than 3 days to complete. Activity duration Property Action Filter Type Select Duration. Duration Type Select Activity. Activity Select the activity you want to filter on. Operator Select the appropriate operator: Is longer than: The activity duration must be longer than the specified duration. Is shorter than: The activity duration must be shorter than the specified duration. Is longer than or equal to: The activity duration must be longer than or equal to the specified duration. Is shorter than or equal to: The activity duration must be shorter than or equal to the specified duration. Duration Enter the duration to filter on. This value can only be an integer. Unit Select the unit of time for the selected duration. Days is selected by default. For example, if you select Financial Review as Activity, Is longer than as Operator, 3 as Duration, and hours as Unit, the KPI would filter only cases with Financial Review activities that take longer than 3 hours to complete. Sequence duration Property Action Filter Type Select Duration. Duration Type Select Sequence. Sequence Type Select one of the following: Direct: In the sequence, the start activity is immediately followed by the end activity. The KPI will filter cases with direct sequences only. For example, Action A to Action C. Indirect: In the sequence, the start activity is followed by the end activity but other activities can occur between them. The KPI will filter cases with both direct (Action A to Action C) and indirect (Action A to Action B to Action C) versions of the sequence. Start Activity Select the first activity in the sequence you want to filter on. End Activity Select second activity in the sequence you want to filter on. Operator Select the appropriate operator: Is longer than: The sequence duration must be longer than the specified duration. Is shorter than: The sequence duration must be shorter than the specified duration. Is longer than or equal to: The sequence duration must be longer than or equal to the specified duration. Is shorter than or equal to: The sequence duration must be shorter than or equal to the specified duration. Duration Enter the duration to filter on. This value can only be an integer. Unit Select the unit of time for the selected duration. Days is selected by default. For example, you might select KYC Review as Start Activity, and Financial Review as End Activity. Then, you might select Is longer than as Operator, 3 as Duration, and Days as Unit. With these selections, the KPI would filter only cases with KYC Review to Financial Review sequences that take 3 days or more to complete. Review the metrics and preview chart in the KPI Preview section, which update automatically as you make changes to the KPI configuration. Continue as appropriate: Click SAVE FILTER to save this filter and display the filters list. Click SAVE AND ADD ANOTHER to save this filter and refresh the filter options, so you can add another filter. Click REMOVE to cancel adding the filter. Tip: In the filters list, you can edit or remove any filter by clicking the three-dot menu for the filter in the list, then selecting the relevant option. Repeat these steps to add more filters. Continue with step 7 in the Create a KPI section. Add reference lines You can add reference lines to any user-created count or duration KPIs. Reference lines appear in the KPI trend graph and can be configured to trigger monthly alerts. To add reference lines to a KPI: For Name, enter a name for the reference line. This name will appear as a label in the KPI trend graph. For Value, enter the value. This value can specify the number of cases or occurrences, depending on the unit of analysis for the KPI. Select a Line Color and Line Style to customize the appearance of the reference line. To allow users to subscribe to email alerts related to this reference line, check the Enable Alerts checkbox. Note: The option to enable alerts is only available if scheduled updates are configured for the process. Continue with step 9 in the Create a KPI section. Access a KPI To access a KPI: Access the view associated with the KPI. Go to the All KPIs tab of the EXPLORE DATA FOR THIS VIEW section of the page. This tab contains a list of all KPIs associated with the current view. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close (Optional) Search by KPI name or description. In the KPI list, click the name of the KPI you want to access. Process HQ applies the KPI filters to the data you're viewing. The header of the Process Insights page will contain common elements like the count of cases associated with the current exploration level. It will also include KPI elements, the date of the last process update, and the number of insights related to the KPI. Tip: You can also go straight to a pinned KPI by clicking on the KPI in the PINNED KPIS section of the view page. Pin and unpin a KPI Pinning KPIs to a view enables you to quickly see the most relevant or frequently used KPIs whenever you open the view. Pinned KPIs are pinned for all users accessing the view. Pinned KPIs are listed in the PINNED KPIS section of the view and display in order of creation date. If a KPI is associated with a pinned view, a preview version of the KPI also displays with the view in the PINNED VIEWS section of the Process Insights page. Note: By default, both system-provided and user-created KPIs are pinned to the associated view. You can unpin them as needed. You must have Analyst permissions for a process to pin a KPI associated with that process. To pin a KPI: Access all KPIs for the view. Click the three-dot menu in the KPI. Select Pin KPI. Tip: You can also pin or unpin a KPI by clicking the icon in a KPI on the All KPIs tab. To unpin a KPI: Access the pinned KPIs for the view. Click the three-dot menu in the KPI. Select Unpin KPI. Tip: You can also unpin a KPI by clicking the icon in a pinned KPI on the All KPIs tab. Edit KPI definition Note: Editing a KPI definition may make saved insights related to the KPI inaccurate or read-only. For example, you can change the activity or sequence that a count KPI is tracking, but saved insights will reflect counts of the original activity or sequence. You must have Analyst permissions for a process to edit the definitions of user-created KPIs associated with that process. You cannot edit the definitions of system-provided KPIs. To edit a KPI definition: Access the KPI you want to edit. In the information pane, click the settings icon . Select Edit Definition. Tip: This option is also available in the three-dot menu for a KPI in either the PINNED KPIS section or All KPIS tab of a view. The Edit Definition dialog displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Edit the definition, as appropriate to the KPI type: Define the count KPI. Define the duration KPI. Define the aggregation KPI. Click UPDATE. Edit KPI filters You must have Analyst permissions for a process to edit filters for user-created KPIs associated with that process. You cannot edit the filters for system-provided KPIs. To edit filters for a KPI: Access the KPI you want to edit. In the information pane, click the settings icon . Select Edit Filters. Tip: This option is also available in the three-dot menu for a KPI in either the PINNED KPIS section or All KPIS tab of a view. The Edit Filters dialog displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Add a new filter: Click ADD FILTER. The filter properties section displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Configure the filter properties. You can filter on cases with a specific attribute, activity, sequence, or duration, as described in the following tables. Cases with a specific attribute value Property Action Filter Type Select Characteristic. Characteristic Type Select Attribute. Attribute Select the name of the attribute you want to filter on. Operator Select an appropriate operator: Equals: Cases related to the KPI must have the selected attribute value(s). Does not equal: Cases related to the KPI cannot have the selected attribute value(s). Attribute Value Select any values for the attribute you want to filter on. For example, if you select Country as Attribute, Equals as Operator, and Spain and Italy as Attribute Value, the KPI would filter only cases from Spain or Italy. Cases with a specific activity Property Action Filter Type Select Characteristic. Characteristic Type Select Activity. Operator Select the appropriate operator: Includes all: Cases related to the KPI must include all of the selected activities. Does not include any: Cases related to the KPI cannot include any of the selected activities. Activities Select the activities you want to filter on. For example, if you select Includes all as Operator and KYC Review and Financial Review as Activities, the KPI would filter only cases that include both the KYC Review and Financial Review activities. Cases with a specific sequence Property Action Filter Type Select Characteristic. Characteristic Type Select Sequence. Sequence Type Select one of the following: Direct: In the sequence, the start activity is immediately followed by the end activity. The KPI will filter cases with direct sequences only. For example, Action A to Action C. Indirect: In the sequence, the start activity is followed by the end activity but other activities can occur between them. The KPI will filter cases with both direct (Action A to Action C) and indirect (Action A to Action B to Action C) versions of the sequence. Operator Select the appropriate operator: Includes: Cases related to the KPI must include the specified sequence. Does not include: Cases related to the KPI cannot include the specified sequence. Start Activity Select the first activity in the sequence you want to filter on. End Activity Select second activity in the sequence you want to filter on. For example, if you select Direct as Sequence Type, Includes as Operator, KYC Review as Start Activity, and Financial Review as End Activity, the KPI would filter only cases that include the KYC Review to Financial Review sequence. Case duration Property Action Filter Type Select Duration. Duration Type Select Case. Operator Select the appropriate operator: Is longer than: Cases related to the KPI must be longer than the specified duration. Is shorter than: Cases related to the KPI must be shorter than the specified duration. Is longer than or equal to: Cases related to the KPI must be longer than or equal to the specified duration. Is shorter than or equal to: Cases related to the KPI must be shorter than or equal to the specified duration. Duration Enter the duration to filter on. This value can only be an integer. Unit Select the unit of time for the selected duration. Days is selected by default. For example, if you select Is longer than as Operator, 3 as Duration, and Days as Unit, the KPI would filter only cases that take longer than 3 days to complete. Activity duration Property Action Filter Type Select Duration. Duration Type Select Activity. Activity Select the activity you want to filter on. Operator Select the appropriate operator: Is longer than: The activity duration must be longer than the specified duration. Is shorter than: The activity duration must be shorter than the specified duration. Is longer than or equal to: The activity duration must be longer than or equal to the specified duration. Is shorter than or equal to: The activity duration must be shorter than or equal to the specified duration. Duration Enter the duration to filter on. This value can only be an integer. Unit Select the unit of time for the selected duration. Days is selected by default. For example, if you select Financial Review as Activity, Is longer than as Operator, 3 as Duration, and hours as Unit, the KPI would filter only cases with Financial Review activities that take longer than 3 hours to complete. Sequence duration Property Action Filter Type Select Duration. Duration Type Select Sequence. Sequence Type Select one of the following: Direct: In the sequence, the start activity is immediately followed by the end activity. The KPI will filter cases with direct sequences only. For example, Action A to Action C. Indirect: In the sequence, the start activity is followed by the end activity but other activities can occur between them. The KPI will filter cases with both direct (Action A to Action C) and indirect (Action A to Action B to Action C) versions of the sequence. Start Activity Select the first activity in the sequence you want to filter on. End Activity Select second activity in the sequence you want to filter on. Operator Select the appropriate operator: Is longer than: The sequence duration must be longer than the specified duration. Is shorter than: The sequence duration must be shorter than the specified duration. Is longer than or equal to: The sequence duration must be longer than or equal to the specified duration. Is shorter than or equal to: The sequence duration must be shorter than or equal to the specified duration. Duration Enter the duration to filter on. This value can only be an integer. Unit Select the unit of time for the selected duration. Days is selected by default. For example, you might select KYC Review as Start Activity, and Financial Review as End Activity. Then, you might select Is longer than as Operator, 3 as Duration, and Days as Unit. With these selections, the KPI would filter only cases with KYC Review to Financial Review sequences that take 3 days or more to complete. Click SAVE FILTER. Tip: To cancel adding the filter and return to the filters list, click CANCEL. Edit an existing filter: Click the three-dot menu for the filter. Select Edit. The filter properties section displays. Edit the filter properties as appropriate. Click SAVE FILTER. Tip: To cancel the changes you made and return to the filters list, click CANCEL. Remove an existing filter: Click the three-dot menu for the filter. Click Remove. Review the metrics and preview chart in the KPI Preview section, which update automatically as you make changes to the KPI configuration. Click SAVE. Edit KPI reference lines and alerts Reference lines and alerts are supported for user-created count and duration KPI only. You must have Analyst permissions for a process to edit reference lines and alerts for KPIs associated with that process. To edit the reference lines and alerts for a KPI: Access the KPI you want to edit. In the information pane, click the settings icon . Select Edit References Lines. Tip: This option is also available in the three-dot menu for a KPI in either the PINNED KPIS section or All KPIS tab of a view. The Edit Reference Lines dialog displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Add, remove, or edit reference lines as needed. Check the Enable Alerts checkbox to allow users to subscribe to email alerts for this KPI. Click UPDATE. Edit KPI properties You must have Analyst permissions for a process to edit properties for user-created KPIs. You cannot edit properties for system-provided KPIs. To edit KPI properties: Access the KPI you want to edit. In the information pane, click the settings icon . Select Edit Properties. Tip: This option is also available in the three-dot menu for a KPI in either the PINNED KPIS section or All KPIS tab of a view. The Edit Properties dialog displays. For example: Scroll or drag to pan · ⌘+/⌘− to zoom · Esc to close Configure the following properties: Name: Edit the KPI name. Description: Edit the KPI description. Click UPDATE. Subscribe to a KPI You can subscribe to duration KPIs and count KPIs to receive email alerts about your business processes. For duration KPIs measuring SLA, subscribers will receive alerts if there are any SLA violations in the previous month. For count KPIs and duration KPIs measuring time, alerts trigger for all reference lines that have alerts enabled. Subscribers receive alerts if the KPI exceeded or fell below reference line values in the previous month. If the KPI's Trend direction is set to Lower is better, subscribers are alerted when the KPI value exceeds the reference line. If the KPI's Trend direction is set to Higher is better, subscribers are alerted when the KPI value calls below the reference line. Any user with at least Viewer permissions for a process can subscribe to KPIs for that process. Email alerts are only available for user-created duration KPIs and count KPIs with alerts enabled. To allow users to subscribe to KPIs: Schedule process updates. Enable outbound emails in the Admin Console. Select the Enable Alerts checkbox for one or more reference lines in the KPI. To subscribe to a KPI: Access a view. Go to either the PINNED KPIS section or the All KPIs tab. Click the bell icon for the KPI you want to subscribe to. Delete a KPI When you delete a KPI, you also delete any insights related to that KPI. You must have Analyst permissions for a process to delete a KPI associated with the process. You cannot delete system-provided KPIs. To delete a KPI: Access the view associated with the KPI you want to delete. Go to the All KPIs tab in the EXPLORE DATA FOR THIS VIEW section. Click the three-dot menu in the KPI. Click Delete KPI. Tip: This option is also available from the three-dot menu of any KPIs in the PINNED KPIS section of the view page. A confirmation dialog displays. Click DELETE to confirm the deletion. Feedback Was this page helpful? SHARE FEEDBACK Loading...
