Performance Tracking

Flow Guide — Track KPI metrics over time with trend charts and target variance

🎯 Purpose

Set up Performance Trackers that monitor KPI metrics over time and display trend charts with target lines and variance analysis directly on contracts. Unlike SLAs (which produce a single RAG status), Performance Trackers provide historical visibility — showing how metrics trend week over week, month over month, and whether they're converging toward or diverging from targets.

✅ Benefits

Visualises performance trends over time — not just current status, but historical direction and momentum.
Displays interactive trend charts directly on the contract detail page for immediate insight.
Calculates variance between actual values and targets, highlighting improvement or deterioration.
Supports multiple trackers per contract — monitor different KPIs independently with separate charts.
Uses the same Data Connector and KPI pipeline as SLAs — no duplicate configuration needed.
Enables data-driven contract reviews with visual evidence of supplier/customer performance.

📥 What You Need

A configured Data Connector that provides the metric data on a recurring schedule.
KPI definitions — the specific fields to track, target values, and measurement units.
Performance Tracker configuration — name, schedule, linked KPIs, and assigned contract.
At least one active contract to attach the tracker to.

🏁 Outcome

Contracts display embedded trend charts showing KPI performance over time. Each chart plots actual values against target lines, with variance calculations highlighting over- or under-performance. Data is refreshed automatically on the configured schedule via Data Connectors. Contract managers can review performance history during contract reviews, renewals, or dispute resolution — backed by visual, data-driven evidence.

Performance Tracking Pipeline

Prerequisites

Platform setup completed
At least one Data Connector configured
At least one active contract

Setup Steps

Create Data Connector

Set up a Data Connector that provides the raw performance data. This could be a database query returning ticket counts, response times, uptime percentages, or any measurable metric. The connector runs on a schedule to fetch fresh data.

Business Value:The Data Connector provides the recurring data feed that the Performance Tracker will chart over time. The same connector used for SLA RAG monitoring can be reused here — no duplicate configuration needed.

Depends On:Platform Setup — Connectors module. If a connector was already created for SLA tracking, it can be reused directly.

Enables:KPI (Step 2) — the KPI references this connector for its data source.

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Define KPI

Create a KPI that maps to your connector output. Define the metric name, unit of measure, and how the raw data translates into the KPI value. The same KPI can be reused across multiple Performance Trackers and SLAs.

Business Value:The KPI defines which metric to track over time and what the target value is. Unlike SLA usage (which produces a single RAG colour), Performance Tracking uses the KPI to build a historical time series — showing trend direction and variance from target.

Depends On:Connector (Step 1) — the KPI maps to a specific data field from the connector.

Enables:Performance Tracker (Step 3) — the tracker references this KPI to build its trend chart.

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Create Performance Tracker

Create a Performance Tracker record. Select the KPI, set the compute method (Sum, Average, Count, Min, Max), define the target value, and configure the computation schedule. The tracker evaluates the KPI at each scheduled interval and stores the result as a data point.

Business Value:The Performance Tracker defines the monitoring configuration — which KPI to chart, how often to collect data points, and what the display parameters are. Each tracker produces one trend chart on the contract.

Depends On:KPI (Step 2) — the tracker selects which KPI metric to monitor over time.

Enables:Contract assignment (Step 4) — the tracker must be linked to a contract for the chart to appear.

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View in Contract Tracking Tab

Assign the Performance Tracker to a contract. Navigate to the contract's Tracking tab to see trend charts — a line graph showing the KPI value over time, the target line, and variance from target. Use this to spot degradation trends before they trigger SLA breaches.

Business Value:Linking the tracker to a contract embeds the trend chart directly in the contract detail view. Multiple trackers can be assigned to the same contract — each monitoring a different performance dimension.

Depends On:Tracker (Step 3) — the configured tracker with KPI and schedule. An active contract to assign it to.

Enables:The contract detail page now shows trend charts with actual values plotted against target lines, enabling data-driven contract reviews and renewal decisions.

Result

Contracts display historical performance trend charts with target and variance lines. Each scheduled computation adds a data point, building a time-series view of contract performance. This complements SLA RAG indicators by providing the underlying trend detail.

Tip: Combine Performance Trackers with SLAs on the same contract. The SLA gives a quick Red/Amber/Green health check, while the Performance Tracker shows the detailed trend behind that indicator. Together they provide both summary and detail views.