Review KPI trends, forecasts and performance alerts
A KPI's current value only shows where you are now. Its history shows whether performance is improving, declining or remaining stable. Hub records KPI snapshots so you can review trends, compare actual performance with the target and act before a problem becomes more serious. ## Open KPI history 1. Open **Goals & KPIs**. 2. Go to **KPIs**. 3. Find the KPI you want to review. 4. Select **View history**. 5. Choose the date range you want to analyse. The history view shows the KPI's recorded values over time. ## Compare actual and target performance Use the chart to compare: - Actual results - The target - The projected finishing value - The daily change required to reach the target - Variance from the expected result For cumulative KPIs, Hub also considers how far through the reporting period you are. This prevents a monthly KPI from appearing off track simply because the month has only just started. ## Interpret recent trends Look beyond a single increase or decrease. Consider: - Whether the movement has continued for several snapshots - Whether it is part of a repeating seasonal pattern - Whether the reporting period recently restarted - Whether an operational change explains the result - Whether the KPI's source data is complete A trend is more useful when it can be connected to a change in the underlying work. ## Choose an appropriate target approach Targets can serve different purposes: ### Maintain performance Use this when recent performance is healthy and consistency is more important than growth. Suitable for: - Service levels - Compliance rates - Stable operating margins - Capacity limits ### Steady growth Use this when you want sustainable improvement based on the recent trend. Suitable for: - Revenue - Qualified leads - Customer retention - Delivery output ### Aggressive growth Use this when there is a clear reason to expect a significant improvement, such as additional capacity, investment or a major launch. Aggressive targets should be supported by a credible plan. Raising the number alone does not change the underlying trend. ### Planned reduction Use this for lower-is-better KPIs that should decrease over time. Suitable for: - Response times - Costs - Error rates - Churn - Unresolved work Always confirm that the KPI's direction is set to **Lower is better**. ## Configure a performance alert Open the KPI editor and add an alert rule. Choose: 1. The condition that should trigger the alert. 2. How long the condition must be sustained. 3. The recipients. 4. The notification channels. 5. Whether recipients should be notified when performance recovers. 6. Whether Hub should create a corrective initiative. You can add multiple rules when different situations require different responses. ## Choose a sustain period The sustain period controls how long a condition must remain true before Hub sends the alert. For example: - **1 day:** Immediate attention for critical operational measures - **3 days:** Reduce noise from short-term fluctuations - **7 days:** Identify persistent changes in slower-moving KPIs Choose a period that matches how frequently the KPI changes. Hub evaluates sustained alerts using the exact consecutive reporting dates for the KPI's timezone. A single unusual day cannot trigger a multi-day sustained alert. A sustained condition uses the same calendar as the KPI's daily snapshot, so daylight saving adjustments are handled correctly. ## Create a corrective initiative An alert can create a corrective initiative when the KPI moves off track. Use this when an alert should produce a clear action rather than only informing someone. Define: - The goal that should receive the initiative - The assignee - The number of days until it is due The initiative gives the owner a place to record and manage the response. ## Alert delivery and recovery Hub records each alert as a durable **occurrence** that tracks delivery state per recipient. This prevents the same alert from being delivered twice and makes delivery outcomes visible and recoverable. ### View alert delivery history Open the KPI editor and scroll to **Alert delivery**. The panel shows the latest 25 occurrences, each with: - The alert title and date. - Delivery status: Pending, Processing, Complete, Cancelled after rule change, or Email unconfirmed. - Corrective work status: Created, Pending, or Not required. - Per-recipient outcome for in-app and email delivery. Occurrences from before alert recovery was introduced are not backfilled. ### Retry unfinished work If an occurrence shows as **Pending** or has a delivery error, select **Retry unfinished work** on that occurrence. Hub resumes delivery from the last recorded step without resending anything that was already confirmed. The daily snapshot pass also automatically resumes up to 20 pending occurrences per KPI using a rotating cursor, independently of new metric inputs. ### Confirm an unconfirmed email If a recipient's email shows as **Email unconfirmed**, the message may or may not have been delivered. Hub cannot automatically retry an unconfirmed email to avoid duplicates. 1. Check the recipient's mailbox or your email provider's message log. 2. If the message was delivered, enter the verified message reference in the **Delivery evidence** field. 3. Select **Confirm delivered**. Confirming records the evidence and the actor without sending another message. If you cannot confirm delivery, leave the status as unconfirmed — there is no automatic unlock or resend. ### When an alert rule changes If an alert rule is edited or disabled after an occurrence was created, Hub cancels unfinished work for that occurrence (shown as **Cancelled after rule change**). The occurrence remains visible in the panel for review. Goal retirement or deletion causes any pending corrective initiative to be skipped. ## Avoid alert fatigue Keep alert rules focused on situations where someone can take useful action. Review rules that: - Trigger repeatedly without producing a decision - Notify too many people - React to normal daily variation - Remain active after the KPI or goal changes - Duplicate another rule A good alert should tell the right person about a meaningful change at the point when they can still influence the result.