KPIs & Alerts
When a work order is created, all active KPIs defined for the workflow are created as well for the work order (with the exception of any KPIs that did not belong to the selected services). An example of the work order KPI tab is displayed below:
This section displays the KPIs & Alerts for the selected work order.
The status of the KPIs are as follow:
This icon indicates No alert.
This icon is indicates an active Alerts of KPI if an alert has been raised. It appears red if actual value exceeds the Target value (as defined in the KPI definition).
This icon indicates the snoozed alert which is put by the users manually into a "snoozed" state until a certain date has passed. Once the date passes, the KPI state changes back to an alert state.
The following columns are displayed:
KPI - The name of the KPI appears here along with a status icon indicating the alert level
Start - The date of the "From" event is displayed here if available. If the event date is set to use the current date, it is indicated as Current.
End - The date of the "End" event is displayed here if available. If the event date is set to use the current date, it is indicated as Current.
Target - The Target field shows the target time within which the end event should occur. It is set for the KPI as per the Workflow Definition is displayed here in days and hours.
Actual - The Actual field displays the actual time passed since the beginning of the start event. The actual calculated value of the KPI is displayed here. This value can be calculated only when both the "From" and "End" events can be determined. If the actual value exceeds or is less than the Target value (as defined in the KPI definition), it appears red. A red value may or may not cause the KPI to go into alert status depending on other conditions selected in the KPI definition.
Closed - A 'Yes' in this column indicates that both the Start and End event dates for the KPI are available and the KPI value is constant (as opposed to a KPI value that changes with time).
Snooze Till - If a KPI in an alert status has been acknowledged, an alert can be snoozed to a future time and date by entering a value in the 'Snooze Till' field. Such KPIs appear with a yellow icon as shown above. Once the date passes, the KPI state changes back to an alert state.
Apply to T/D - This can be selected if is snoozed in all work orders within the shipment.
Ack By - Displays the ID of the user who put the KPI into the snoozed state.
A KPI that is measured in business hours is indicated in italics. Both the Target and Actual values are in business hours (1 business day = 8 business hours).
KPIs are refreshed/calculated each time a work order is saved and also every half an hour for KPIs that change over time (i.e. Start or End event date is "current" )