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Defining and using Key Performance Indicators in the Business Analyst portal

Summary

With the Key Performance Indicators gadget in the Business Analyst portal, you can establish and monitor key performance indicators (KPIs) for the current application, see real-time KPI results using gauge-style charts, and analyze trends over time.

By creating and monitoring KPIs, you can easily track business performance and see whether business operations and processes are meeting desired criteria. For example, by establishing a KPI to regularly track average resolution time for a customer issue, you are aware of the trend over time, and when the trend starts to indicate longer resolution times, you can take proactive steps to correct it.

Suggested Approach

The KPIs gadget leverages the Key Performance Indicator (KPI) Framework. When the KPI Framework is installed and configured for your application, you can work with and view business KPIs directly within this gadget. The functions available within the Business Analyst portal are identical to those available in the KPI Framework. You can create new KPIs and schedule them for periodic runs, create trend reports, and view KPI results.

Quick links

Installing the Key Performance Indicator (KPI) Framework

The steps to install the KPI Framework are:

  1. Obtain the KPI Framework package.
  2. Verify prerequisites.
  3. Install the framework database tables and import the framework RuleSets.
  4. Restart your application and verify the framework installation.

Note: The installation steps described here can be performed to install the KPI Framework on a Version 6.1, 6.1 SP1, or 6.1 SP2 system. The Business Analyst portal is available in a Version 6.1 SP2 system only.

Installation of the database tables must be performed by a person with authority to create tables in the PegaRULES database for your installed system. Import of the RuleSets must be performed by a person who has the privileges to import rules into your Process Commander system (such as those privileges provided by the standard PegaRULES:SysAdm4 or PegaRULES:SysArch4 access roles).

Step 1: Obtain the KPI Framework package

The KPI Framework is one of the Productivity Solutions available for PRPC. To obtain the framework, contact your Pegasystems Sales representative.

Step 2: Verify prerequisites

Before installing the KPI Framework, verify you have a Process Commander V6.1 system installed, and that the installed Pega-ProcessCommander RuleSet version is not lower than 06-01-01.

Note: While you can use the installation steps to install the KPI Framework into a Version 6.1, 6.1 SP1, or 6.1 SP2 system, the Business Analyst portal is only available for a Version 6.1 SP2 system.

Step 3: Install the framework database tables and import the RuleSets

To install the database tables, you run a script that creates the KPI database tables in the PegaRULES database for your Process Commander system. These steps must be performed by a person with authority to create tables in the PegaRULES database for your installed system.

To install the framework database tables:

  1. Connect to the PegaRULES database for the Process Commander system into which you are installing the framework for use with the Business Analyst portal.
  2. Using the database tool of your choice, load and run the SQL script file appropriate for your database type.

    The files are located on the KPI Framework media, with a file for each database type. Run the script that corresponds to your database type.

    Database system SQL script
    IBM DB2 UDB KPI_db2.sql
    Microsoft SQL Server KPI_mssql.sql
    Oracle KPI_oracle.sql

Next, you import the framework RuleSets. These steps must be performed by a person who has the privileges to import rules into your Process Commander system (such as those privileges provided by the standard PegaRULES:SysAdm4 or PegaRULES:SysArch4 access roles).

Choose the RuleSet package appropriate for the type of system you are installing into: a Process Commander system or into Customer Process Manager (CPM).

There are two packages to import:

  1. First import the KPI Framework 7.1 RuleSets.
  2. Then, using the same steps, import the PegaKPI_6.1_Patch.zip package. The PegaKPI_6.1_Patch.zip package contains the RuleSet required for using the KPI Framework RuleSets in a Process Commander Version 6.1 SP2 system.

To import the appropriate framework RuleSets:

  1. Log into the Process Commander system.
  2. Click the Pega button ( Pega button) and select:
    • Process & Rules > Import & Export > Import. (in the Business Analyst portal)
    • Application > Import & Export > Import. (in the Designer Studio)
  3. In the Select Import Mode box, select Local Zip File.

Import gadget

  1. Use the Browsebutton to locate the appropriate RuleSet package to import:

    For installing into a Process Commander system:

    KPI_71_Rules.zip

    For installing into CPM:

    KPI_71_CPM_Rules.zip

  2. Click Upload File.
  3. After the selected zip file is uploaded, the system displays import options.

Import Options for uploading KPI_71_Rules.zip

  1. In the Import Options section, make sure the Compile Libraries, Update Only If Newer, Overwrite Existing Rules, and Overwrite Existing Data checkboxes are selected.
  2. Click Importto import the contents.

    If a warning appears about a missing required prerequisite, click OK to ignore it and continue with the import.

  3. Click Refresh to refresh the Import gadget and repeat steps 3 through 8 with file PegaKPI_6.1_Patch.zip.

Step 4: Restart your system and verify the framework RuleSets are present in the system

In this step, you stop and restart the prweb application, log in, and verify that the appropriate framework RuleSets and versions are installed.

  1. Using the tools for your web application server, stop the prweb application and restart it. This enables the system to pick up all of the changes made in step 3.
  2. Log into the restarted system and ensure that the appropriate RuleSets are present in the system:
    System RuleSet and Versions
    For a Process Commander system MyCoKPI:07-01-01
    PegaKPI:07-01-02
    For CPM MyCoKPI:07-01-01
    PegaKPI:07-01-02
    PegaAppCAKPI:07-01-01

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Configuring the KPI Framework for use in the Business Analyst portal and your application in a Version 6.1 SP2 system

The Business Analyst portal is a new feature provided in Process Commander Version 6.1 SP2. The steps to configure the KPI Framework for use by the Business Analyst portal and your application are:

  1. Update the application rule and RuleSet prerequisites
  2. Update your access group to add the KPI work pool and role
  3. Verify displayed choices on the KPIs gadget in the Business Analyst portal
  4. Optional: Configure the standard KPI outbound email account

Step 1: Update the application rule and RuleSet prerequisites

In this step, you update your application rule to include the appropriate RuleSets from the KPI Framework, and add the appropriate RuleSet as a prerequisite to any RuleSet in which you intend to save KPI definitions.

To update your application rule:
  1. Open the application rule by selecting Application from your profile menu.

Profile menu > Application

  1. Add the appropriate KPI Framework RuleSets to the Application RuleSetsarray:
    • For a Process Commander system, add PegaKPI:07-01
    • For CPM, add PegaAppCAKPI:07-01 and PegaKPI:07-01
  2. Save the updated application rule.

Add KPI Framework RuleSet to the Application RuleSets array

  1. Add the PegaKPI:07-01-02 RuleSet as a prerequisite to any custom RuleSet in which you intend to save created KPI definitions.
  2. Save the updated RuleSet.

PegaKPI:07-01 as prerequisite RuleSet

Log out of the system and log back in so that your profile picks up the changes before continuing with Step 2.

Step 2: Update your access group to add the KPI work pool and role

In this step, you add the KPI-Processwork pool and the appropriate KPI role to your access group.

  1. Open your access group by selecting Access Group from your profile menu.

Access Group choice from profile menu

  1. Add KPI-Process to the Work Pools array.
  2. Add the appropriate KPI role to the Rolesarray:
    • To be able to create and work with your own KPIs, select KPI:Manager. This is the typical choice.
    • To be able to see all KPIs created for the application, even by other operators, as well as create and work with your own KPIs, select KPI:SysAdmin.
  3. Save the updated access group.

Access Group form with KPI-Process work pool and role

Log out of the system and log back in so that your profile picks up the changes.

Step 3: Verify the correct choices appear on the KPIs gadget in the Business Analyst portal

Upon logging into the Business Analyst portal after completing Step 3, go to the KPIs gadget and verify that the Show KPIs field and Newbutton appear in the gadget, as in the following image:

KPIs gadget after configuration steps

If the KPIs gadget does not display the New button, check the following items and take the corresponding action.

Symptom Cause Action
The Show KPIs field displays User has no KPI-Gadget-MyKPI privileges:

User has no KPI-Gadget-MyKPI privileges

Occurs when your access group has either:
  • No KPI role in the Roles array
  • No KPI-Process in the Work Pools array
Update your access group to add the required KPI work pool and role. Log out and back in to apply the changes.
The KPIs gadget displays a message about getting the framework. Occurs when the application rule does not have the PegaKPI RuleSet in the Application RuleSets array Update your application to add the required RuleSet. Log out and back in to apply the changes.
No New button is displayed and the Show KPIs field displays only Where I am included in the distribution list:

Where I am included in the distribution list

Occurs when your access group has the KPI:User role in the Roles array instead of KPI:Manager or KPI:SysAdmin Update your access group to select the KPI:Manager role. Log out and back in to apply the changes.

Optional: Configure the standard KPI outbound email account

To enable the KPI Framework to send emails with KPI results, the standard KPI-Process outbound email account must be configured. This step must be performed by an operator who has access to log into the Designer Studio (someone whose access group specifies the Developerportal rule).

  1. Log into the Designer Studio.
  2. Click the Pega button ( Pega button ) and select Integration > Email > Outbound Email.

Outbound Email gadget in the Designer Studio

  1. Click KPI-Process to open the Email Account form. Enter the email information appropriate for your organization and save the form.

KPI-Process Email Account form

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Creating KPIs

To create a new KPI, click Newon the KPI gadget.

New button on KPI gadget

The KPI wizard opens and guides you step-by-step through the process of creating a new KPI.

KPI wizard

The KPI wizard has the following steps:

  1. KPI: Enter a name and description for this KPI, and select what it is evaluating (like a user or a work group).
  2. Data Source: Select which of the application's work types to evaluate.
  3. Data Criteria: Specify selection criteria for the data you want used for this KPI. For example, you can specify the KPI should use records where the resolution time is greater than 48 hours.
  4. Evaluation Criteria: Specify the KPI evaluation criteria and threshold values. Depending on your site's configuration of KPI actions, you can optionally specify an action the system should take if the threshold is met.
  5. Evaluation Period: Select whether to be able to preview the KPI and whether to schedule it to run periodically.
  6. Report options: Select the type of gauge/meter chart to use and whether to create trend reports for this KPI.
  7. Report Drill Down options: Available only for previewed KPIs (not scheduled KPIs). Specify data fields to drill down into from the preview KPI report.
  8. Distribution: Optionally select system users or email addresses to receive notification when this KPI's thresholds are met.
  9. Preview: In this step, you can preview the KPI results and chart format selected in the Report Options step.
  10. Save: Specify the RuleSet name and version in which to save the KPI definition. This RuleSet must have PegaKPI:07-01 as a prerequisite.

Once the KPI definition is saved at the end of the wizard, close the wizard. To see the newly created KPI on the KPIs gadget, click Refresh to refresh the home display and see the KPI.

KPI on KPIs gadget

For detailed information about each step of the KPI wizard, see the PDF fileKPI Framework User and Implementation Guide.

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Working with KPIs on the KPIs gadget

For an existing KPI, you can

Icon Action Description
View KPI results icon View KPI results from scheduled runs Click to view the KPI results collected to date. Available for KPIs that are scheduled to run on a periodic basis.
Preview KPI icon Preview KPI Click to present an ad-hoc evaluation based on past work object data. Available for KPIs whose definitions allow preview.
Show historical trend icon Show historical trend Click to display trend reports for this KPI. Available for KPIs whose definitions specify trend report creation.
Modify KPI icon Modify the KPI definition or withdraw it from use Click to modify the definition for this KPI or withdraw the KPI from use.

The following image shows KPIs that have previews available, are scheduled to run, and have at least one prior run.

KPI on KPIs gadget

Viewing results from scheduled runs

Click View KPI results icon to view the results for prior runs of that KPI. The View KPI results icon icon is available if the KPI is scheduled to run periodically and if there are results available (has run at least once). When you click the icon, a window displays the KPI results for the most recent run. Use the Available Resultsfield to view results for previous runs.

Results for KPI Average effort

Previewing results

Click Preview KPI icon to preview results based on the current system data. When you click the icon, a window displays and you can view summary data (as in the Results window) and also drill-down report details. The Preview KPI iconicon is available if the KPI was defined to allow for preview functions when it was created.

Preview KPI Average effort

Show historical trends

Click Show historical trend icon to display the trend report for the KPI. The Show historical trend iconicon is available if the KPI was defined for trend reporting.

Modify the KPI definition or withdraw it from use

Click Modify KPI iconto modify the KPI definition or withdraw the KPI from use. You can also create a new KPI by copying the existing one using this action. When you click the icon, a window opens with the following options:

  • Make a copy of this KPI — Select this choice to create a new KPI using the current KPI definition as a starting point.
  • Update this KPI — Select this choice to update the definition of this KPI. After clicking Submit, the KPI wizard opens for you to make changes to the KPI definition. Some values cannot be changed: the KPI target, data source, or data criteria values. If you want to modify one of those values, withdraw the existing KPI and create a new one.
  • Withdraw this KPI — Withdraws the KPI from use, preventing future runs, and resolves the KPI work object (puts it into Resolved-Withdrawn status). Withdrawn KPIs are not displayed in the KPIs gadget in the portal.

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Published September 2, 2010 — Updated February 17, 2016


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