KPI (Key performance indicator)
Key performance indicators (KPIs) are the metrics an organization uses to assess its performance.
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Source content checked . English translation published 2026-10-27.
In business automation
Without an agreed number, it is hard to know whether an automation process shortened response times or merely shifted work elsewhere. A key performance indicator is the metric an organization uses to assess its performance. In this guide, the term appears alongside business intelligence and service-level agreement, without specifying which metric is right for a business.
Examples
These examples illustrate a possible workflow. Adapt the connections and rules to your own systems.
Defining a metric before launching a response process
A team decides to measure how many inquiries are answered on the same day without being transferred twice. They define the metric before launching the process and pull it from the same data source every week instead of using a new spreadsheet.
Relevant tools
- Metabase
- You can build a question around a metric defined by your organization. There is no list of ready-made metrics here, and no claim that the tool selects a KPI.
What to check
- A metric that is easy to count, such as the number of messages sent, is not necessarily a performance indicator if the goal is to resolve the inquiry.