Depending on who you ask the terms “metric” and “KPI” can mean the same thing. They are often used interchangeably to mean: a measurable value for some property at some specified time. However, within ServiceClarity these terms have two very distinct meanings:

ServiceClarity Metric:
Numeric values, plus optional breakdown metadata, collected direct from source in a format usually dictated by the capabilities of the source data or API. Metrics are collected regularly throughout the day with a resolution of up to every 10 minutes, with every 3 or 4 hours being typical. On any given day there can be multiple time stamped values collected for each metric.

ServiceClarity KPI:
Numeric values, plus optional breakdown metadata, calculated daily from one or more metrics or KPIs. A KPI can be

  • a direct daily aggregate of a single metric, or 
  • calculated from a user supplied formula that combines several metrics, or
  • a higher level KPI that builds on other existing KPIs 

KPI values are daily but can be recalculated throughout the day as fresh metric data is collected. There is only ever one KPI value per day. 

ServiceClarity KPIs are calculated by combining one or more metrics - or other KPIs - using standard javascript. The simplest KPI calculation is of course to take a single metric and return the last known value for the day and this is the default behaviour which you will see if you create a KPI without adding a formula.

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