[Music] hi i'm dan kane and platform outbound product manager and in this video we're going to answer the question what is kpi composer now keep in mind that there is that there is some good online resources as a short training course and that gets into more detail of how to use it so in this but in this session we'll just talk briefly about what it is and how it can help you so what it is first and foremost kpi composer is as a um helps you map business goals to actionable kpis so in other sony for example in other videos we discussed the purpose and optimal design strategy of using performance analytics we focused on the importance of starting from a high level organizational goal and kind of working our way down into metrics or measurements that align with that goal but are specific to different stakeholder personas so and what ultimately we're looking for are the inputs that help us create a a better outcome of a process that's ultimately we're looking for so one example we talked about in another video was net promoter score so what are the inputs that go into net promoter score while i could look at maybe first contact resolution that might improve net promoter score mean time to resolve that might improve net promoter score you know many other different types but we use we might do analysis outside of performance analytics maybe using the process optimization tools within the platform maybe using a bi system to do uh some really deep data analysis of of our records to see what are the what are the the factors that most influence our net promoter score but in performance analytics in the platform we're going to we can use kpi composer to help us now visualize the the actual metrics we want to use and the alignment of those metrics it helps us plan for the development of them so it can be leveraged say our new or existing performance analytics implementations technically it doesn't even require performance analytics you could use kpi composer just as your design tool to develop metrics and dashboards that don't even have to be inside of the platform so it's just it just it does tie in with the platform so it gives you some of that nice additional functionality so the output includes a task list for configuration so what i get from this in this example we kind of show here is you know we have our goal to be a trusted i.t partner we and so we want to look at customer experience and service cost for you and and you notice each of these have little notations on them for things like uh who are the stakeholders so you know where the different stakeholders what are the different groups that uh there are groupings that i might need for this particular metric so do i need to so for this metric do i want to break it out by um assignment group and priority uh you know that's it so and that's what the that so what i do during this what i do is i use kpi composer as a tool as a design meeting tool so when i sit down with say i'm the customer service dashboard owner i sit down with the customer service service owner or the service manager and say well what are your primary metrics and let's start mapping out what your metrics are so you start from the top and map down i can create this visual representation i can take that a step further then with kpi composer to then like i'm documenting so what i'm doing now is i'm documenting the business requirements i'm aligning the kpis to actual goals and strategies i design dashboards so it actually gives me the option to put in to actually create some mock-up dashboards very simple but it still gives you the idea of the visualization of what it might look like on an actual dashboard it also gives me a place to define the metrics themselves so one of the big challenges that often come up against with organizations is they have a metric they want to capture but they can't figure out how to define it within the platform what kpi composer allows us to do is define from a business perspective what the goal is or what the you know what the measurement is so let's say if it's percentage of uh cases that had knowledge articles applied to them you know during during the first contact resolution process let's say so i want to what's the percentage of that so what i do is within kpi composer i can write down what the business what the business meaning of that is and i can write down things like okay i want to look at every case that was opened at the level one whether service desk level one contact group i want to within those i want to look at all the cases i want to count the number of cases that included a reference to i might have a check box or a box a field on the form that says i reference knowledge articles or one or more knowledge articles then i want to say those are two different so then what i want is i want to take the second metric the number that's defined that you know that touch the knowledge articles divide it by the first metric the total number of cases touched by level one and come up with a percentage so that is why i'm actually defining that so then when the builder who wants to build this this metric out within the platform they have all the instructions exactly what it is that they need to do to create that particular metric so that's that's really some of the some of the main benefits we get that task list for the actual technical implementation so what we're doing with this is you know we're setting these clear goals we're investing time and understanding the data because the data itself may not be present out of the box in the platform that you want so kpi composer can help us identify gaps where we might need to create new data fields we might need to create a database view that doesn't exist today we might need to create a business rule that populates a field that will give us all that information then kpi composer helps us identify those gaps and and you know that create generate tasks to help us fill those in so that's a brief look at what is kpi composer as i mentioned there is also some good online training around kpi composer that you can access from the community or from now learning but otherwise i hope that helped answer the question and i thank you for your time