Prerequisites

  • User must be logged in.

A KPI can be added in 2 ways:

  1. A single KPI from a data source
  2. A custom KPI built from other KPIs, that could be from multiple data sources

Creating a Single KPI Steps

  1. A single KPI is created from a data source
  2. Go to your list of available connections: https://app.serviceclarity.com/connections.html
  3. Select the connection that data will be taking from and KPI added to
  4. If available a list of suggested KPIs will show. That can be added straight away by clicking Add.
  5. Otherwise click Add a KPI button

What will happen next

A popup will appear with the following options to add:

  • KPI - the type of data you want this KPI to collect.
  • KPI Name - A short descriptive name for the KPI.
  • (Jira) JQL Filter - Optional JQL filter options (for a Jira KPI) to refine the data further.
  • (Jira) Assignee Filter - Optional Assignee Filter (for a Jira KPI) to filter data around specific groups.
  • Description -  A more detailed description around what the KPI is tracking and data it is collecting.

Once saved KPI will be added to this connections KPI list.

Creating a Custom KPI Steps

  1. Go to KPI Library: https://app.serviceclarity.com/kpis.html
  2. Click Create Custom KPI

What will happen next

A popup will appear with the following options to add:

  • KPI Name - The KPI Name is a short, descriptive unique label for identifying a KPI. 
  • Tags - This is the principal grouping mechanism for linking similar or related KPIs. Helps for easier searching and finding related KPIs.
  • KPI Description - Allows you to give a more detailed description of the KPI. Optional, but recommended. 
  • Units - Provide a short, descriptive term for what the KPI represents. eg. minutes, dollars or tickets.
  • Amber Warning - can set the amber warning level target or leave blank for ServiceClarity to analyse amber warning from previous data.
  • Red Warning - can set the red warning level target or leave blank for ServiceClarity to analyse amber warning from previous data.
  • Weekly/Monthly As - aggregate the daily data in Weekly/Monthly display of reports.
  • Goal - Maximise or Minimise choose whether this KPI should be trending up or down.

Once saved your KPI will be added to the KPI library and you will be directed to that KPI page. 

The KPI will not have any data because it is not associated with any connection. 

A custom KPI collects data from other KPIs that can be added using the Add KPI button and combined using the Edit KPI Calculation button. Custom KPIs can combine multiple KPIs from multiple sources.

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