Business Process/Workflow KPIs, Pivots & Measures

ServiceAnalytics

Availability2022.1 or later

Preconfigured KPI Templates

Four ready-made templates

Pivots

Locate where delays concentrate

Measures

Quantify volume duration and loss

Combining KPIs, Measures and Pivots

Drill from totals to instances

GermainUX provides preconfigured KPIs, pivots and measures for monitoring and analyzing business processes and workflows in near real time. These analytics help organizations understand how long processes take, where users or systems lose time, which steps create friction, and how performance varies across teams, applications and environments. The preconfigured analytics can be used as provided or customized for a specific process, application or business objective.

KPI Structure for a Business Process

Each monitored business process normally uses two related KPIs:

KPI level	Purpose	Example
Business Process KPI	Measures the complete process from its starting event to its completion or current state.	Service Request: Open to Close
Business Process Step KPI	Measures the individual steps performed within the process.	Assign Request, Investigate or Resolve

The KPI names should reflect the process being monitored. For example, a process named Service Request: Open to Close could use:

Service Request: Open to Close
Service Request: Open to Close Step

Together, these KPIs provide both an end-to-end view of the process and a detailed view of each step.

Preconfigured KPI Templates

GermainUX includes four business-process KPI templates:

KPI template	Data model	Purpose
Generic Business Process		Monitors the duration, completion, status and productivity impact of a standard business process.
Generic Business Process Step		Monitors the individual steps performed within a standard business process.
Long-Lived Business Process		Monitors processes expected to remain open for several days or longer.
Long-Lived Business Process Step		Monitors the steps and status changes within a long-running process.

These are reusable templates. GermainUX or your team can create process-specific KPIs with names, thresholds, measures, pivots and business logic tailored to your environment.

What You Can Analyze

Business-process KPIs can help answer questions such as:

How long does the complete process take?
Which steps consume the most time?
Where do users wait, repeat work or leave the expected workflow?
Which processes exceed their expected completion time?
How much productivity is lost because of delays or inefficient steps?
Which users, teams, applications or locations are most affected?
Which process instances are incomplete, failed or still in progress?
Are workflow problems isolated or recurring across the organization?

Pivots

A pivot segments KPI results by a selected dimension. Pivots help teams identify where process delays, overruns and inefficiencies are concentrated. The pivots available for a KPI depend on its data model and configuration. Common business-process pivots include:

Process and Step Pivots

Pivot	What it helps analyze
Status	Performance of completed, incomplete, failed or in-progress processes.
Current Step	The step at which active processes are currently located.
Current Index	The current position in the configured workflow sequence.
Step Name or Label	Performance and frequency of each process step.
Previous Step Label	How the preceding step may influence the current step.
Ordinal	Step performance according to its order in the workflow.
Any Step Outside	Processes containing at least one action outside the expected workflow.
Outside Step	Individual steps performed outside the expected workflow.
End Time	Process outcomes grouped by completion time.
Business Object	Results grouped by the record, request, order, case or other business object involved.
Process ID, Fact ID or Session ID	Specific process, event or user-session instances.

User and Organization Pivots

Pivot	Details
User name	These pivots help identify whether workflow friction is concentrated within a particular role, department, team, population or location.
User role
User type
User group
User department
User city, region, country or continent

Application and Technology Pivots

Pivot	Details
Application name	These pivots help determine whether process performance varies by application, component, device, environment or supporting technology.
Application component
Access method
Browser and browser family
Device
Operating system
System name, type, environment and hostname
Target name, type, environment and hostname
System or target city, region, country and continent

Business Hierarchy and Custom Pivots

GermainUX also supports:

Feature	Details
Hierarchy levels 1–4	The exact pivot set may vary between the process-level and step-level KPIs and can be extended for each implementation.
Color or configured status indicators
Custom business attributes
Customer-specific process dimensions

Measures

A measure is the numerical calculation applied to a KPI. Measures quantify process volume, completion, duration, productivity loss and custom business values.

Core Process Measures

Measure	Purpose
Count	Number of process or step instances.
Average % Completed	Average completion level across the selected processes.
Average Duration	Average time required to complete or progress through a process or step.
Average Lost Productivity	Average amount of productive time lost per process instance.
Total % Completed	Sum of reported completion values across the selected instances.
Total Duration	Combined duration of all selected process or step instances.
Total Lost Productivity	Total productive time lost across the selected population.

Statistical Measures

For completion percentage, duration, lost productivity and configured custom metrics, GermainUX can calculate:

Calculation	Purpose
Minimum	Lowest observed value.
Maximum	Highest observed value.
Average	Arithmetic mean across the selected instances.
50th percentile	Median experience.
90th percentile	Experience at the slower or higher end of the distribution.
95th percentile	Helps expose significant degradation hidden by averages.
99th and 99.9th percentiles	Highlights extreme cases and outliers.
Standard deviation	Indicates how consistent or variable process performance is.
Total	Combined value across all selected instances.

Percentiles are particularly useful for process analysis because an average can hide a smaller population experiencing severe delays.

Distinct Counts and Boolean Measures

GermainUX can count distinct values for dimensions such as:

Users, roles, groups and departments
Sessions and business objects
Applications and application components
Browsers, devices and operating systems
Systems, targets and environments
Statuses, steps and hierarchy levels
Geographic locations

For boolean conditions such as Any Step Outside, GermainUX can also calculate:

Count where the condition is true
Count where the condition is false
Percentage where the condition is true
Percentage where the condition is false

Custom Measures

The data model includes configurable metric fields that can support organization-specific calculations. Custom measures can represent values such as:

Processing cost
Revenue or order value
Number of approvals
Rework or retry count
SLA overrun
Customer wait time
Employee effort
Other process-specific business values

Combining KPIs, Measures and Pivots

KPIs, measures and pivots work together to answer a specific analytical question.

Business question	KPI	Measure	Pivot
Which workflow steps take the longest?	Business Process Step	95th-percentile duration	Step name
Which departments lose the most productive time?	Business Process	Total lost productivity	User department
Where do users deviate from the intended process?	Business Process	Percentage true for Any Step Outside	User role
Which applications are associated with workflow delays?	Business Process Step	Average duration	Application name
Which active processes appear stuck?	Business Process	Count	Current step and status
Which locations experience the greatest process overruns?	Business Process	95th-percentile duration	User country or region

From an aggregate result, teams can drill into pivots and individual instances to investigate the affected users, workflow steps, application activity, errors and supporting technologies.

Customize the Analytics

Business-process analytics can be adapted to your operating model. GermainUX can support custom:

Process and step definitions
Completion and status logic
Expected durations and SLA thresholds
Lost-productivity calculations
Business attributes and pivots
Measures and formulas
Alerts, reports and automated actions
Dashboards and drilldown paths

Example and Configuration

See .

Get Help

Contact GermainUX Support

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The content of this document is proprietary to GERMAIN SOFTWARE.

Preconfigured KPI Templates

Pivots

Measures

Combining KPIs, Measures and Pivots

​KPI Structure for a Business Process

​Preconfigured KPI Templates

​What You Can Analyze

​Pivots

​Process and Step Pivots

​User and Organization Pivots

​Application and Technology Pivots

​Business Hierarchy and Custom Pivots

​Measures

​Core Process Measures

​Statistical Measures

​Distinct Counts and Boolean Measures

​Custom Measures

​Combining KPIs, Measures and Pivots

​Customize the Analytics

​Example and Configuration

​Get Help

Contact GermainUX Support

Can't find what you need?

KPI Structure for a Business Process

Preconfigured KPI Templates

What You Can Analyze

Pivots

Process and Step Pivots

User and Organization Pivots

Application and Technology Pivots

Business Hierarchy and Custom Pivots

Measures

Core Process Measures

Statistical Measures

Distinct Counts and Boolean Measures

Custom Measures

Combining KPIs, Measures and Pivots

Customize the Analytics

Example and Configuration

Get Help