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Configuring KPIs

Beyond the built-in NPS, CSAT, and CES figures, you can define your own custom KPIs — named targets that you track on the Scorecard. A KPI can follow a single metric, or combine several into a calculated formula. You set them up on the Custom KPIs tab of the KPI page.

The KPI page tabs​

TabPurpose
ScorecardYour configured KPIs shown as cards, each with its current value and target status
Agent comparisonPer-agent NPS / CSAT / CES, with Average and Best-in-class benchmark rows (see Agent performance)
NPS trendNPS over time by period
Custom KPIsWhere you define and manage your own KPIs

Creating a KPI​

  1. Open the KPI page and go to the Custom KPIs tab.
  2. In the Configure KPIs form, fill in:
    • Name — a label such as "Onboarding NPS".
    • Metric — choose from NPS, CSAT, CES, Response count, or Formula.
    • Survey — the survey the KPI is measured against. (For Response count you can leave this as All surveys.)
    • Target — a comparator (≥ or ≤) and a number. For example, NPS ≥ 30.
  3. Click Add KPI. It appears in the list below and on the Scorecard tab.

Each scorecard card shows the KPI's current value and, where a target is set, whether it is on target (highlighted) or below.

tip

Use ≤ targets for metrics where lower is better — for example, a Customer Effort Score where you want effort to stay under a threshold.

Metric types explained​

MetricWhat it measures
NPSNet Promoter Score for the chosen survey
CSATAverage customer satisfaction
CESAverage customer effort
Response countHow many responses were collected (can span all surveys)
FormulaA value you calculate from the others (see below)

Formula KPIs​

A Formula KPI lets you build a composite measure from the standard metrics. Select Formula as the metric and enter an expression in the Formula field.

The variables available to you are:

  • nps
  • csat
  • ces
  • responses

For example, to create a blended satisfaction index you might enter:

(nps + csat*10) / 2

A formula KPI must include an expression — if you leave it blank, the form will remind you to add one. As with any KPI, you can set a target so the scorecard shows whether you are meeting it.

note

Think of the formula as a reusable template: define it once, give it a target, and it re-calculates automatically from the latest survey data every time the scorecard loads.

Inspecting and managing KPIs​

  • On the Custom KPIs tab, use Inspect a KPI to pick any configured KPI and see its current value and target in detail.
  • To remove a KPI, find it in the list under Configure KPIs and click Remove. It disappears from the scorecard immediately.