Create your first KPI and set a meaningful target
KPIs turn the activity and records in your workspace into measurable results. You can use them to track revenue, completed work, response times, conversion rates and other important outcomes. ## Before you begin Decide what you want to measure and why it matters. A useful KPI should answer a specific question, such as: - How much revenue have we won this month? - How many support tickets remain unresolved? - What percentage of opportunities are converting? - How long does it take us to respond to customers? ## Create a KPI 1. Open **Goals & KPIs**. 2. Go to **KPIs**. 3. Select **Create KPI**. 4. Give the KPI a clear title. 5. Choose how Hub should calculate its value. 6. Select its reporting period. 7. Set the reporting timezone. 8. Set whether higher or lower values represent better performance. 9. Add a target and save the KPI. ## Choose a data source Hub supports several ways to calculate a KPI: - **Workspace records:** Count records or calculate a total or average from one of their numeric fields. - **Activity:** Count tracked workspace events. - **Manual value:** Enter the result yourself when the data is held outside Hub. - **Formula:** Combine existing KPIs to calculate measures such as conversion rate, average revenue or gross margin. Apply filters when the KPI should only include particular records. For example, a revenue KPI could include opportunities whose status is **Won**. ## Choose the correct direction Select **Higher is better** for results you generally want to increase, such as: - Revenue - Sales - Completed projects - Customer retention - Conversion rate Select **Lower is better** for results you want to reduce, such as: - Response time - Error rate - Customer churn - Unresolved tickets - Operating costs This direction affects how Hub grades progress and interprets trends. ## Set the reporting period Choose a period that matches how your team reviews the result: - Today - Week - Month - Quarter - Year - All time A monthly revenue target, for example, should normally use a monthly reporting period. ## Set the reporting timezone Each KPI has a reporting timezone that determines when periods start and end. For example, a monthly KPI in **Europe/London** starts at midnight London time, including daylight saving adjustments. KPIs without an explicit timezone use UTC. This matches the behaviour of earlier definitions, so existing KPIs are not affected unless you change the setting. Choose a timezone that matches where your team or customer base operates. Scheduled snapshots and trend history use the same calendar, so your daily snapshots are bucketed consistently. ## Unavailable values Some KPI results may show as unavailable rather than zero. This happens when: - The underlying data could not be read. - The record scan exceeded its safety budget (workspaces with more than 20,000 records). - A formula references a KPI that is itself unavailable. Unavailable values propagate through formulas — a formula KPI that depends on an unavailable input is also shown as unavailable, not as zero. This prevents misleading results. If a KPI shows as unavailable, check that the source object type is accessible and that the workspace is not at the record scan limit. ## Set a useful target Your target should be ambitious enough to encourage progress but realistic enough to guide decisions. Consider: - Recent performance - Seasonal changes - Available team capacity - Committed budgets or forecasts - Whether the KPI should grow, reduce or remain stable Avoid choosing a target solely because it is a round number. A target supported by recent evidence is easier for the team to understand and trust. ## Add alerts You can add one or more alert rules to a KPI. Each rule can define: - The condition that should trigger it - How many days the condition must continue - Who should be notified - Whether to use in-app notifications, email or both - Whether to notify recipients when performance recovers - Whether Hub should create a corrective initiative Use sustained alerts to avoid notifying people about a single unusual day. ## Show the KPI on the workspace homepage Enable **Show on workspace homepage** when the KPI should remain visible to the wider team. KPIs that support day-to-day decisions are usually the best candidates for the homepage.