Target KPI Value

Support - TicketsCalculated Metric

Creates a constant numeric metric (for example 0.9 for 90%) that you can reuse as a KPI threshold across reports and dashboards.

Business value & use cases

Enables consistent KPI targets across multiple reports without hard-coding the value each time. Useful for KPI charts where you want to apply conditional formatting, colour rules, or directional arrows, and saves time by providing a single reusable benchmark that can be adapted to represent any target value—such as pairing this with Average Wait Time - Specific Phone Line to show a target vs. actual line KPI.

Dataset and dependencies

• Dataset: Support - Tickets (or any Explore dataset where you want to surface the KPI target)
• Type: Calculated Metric
• Dependencies: None (standalone metric)

The code

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Not sure how to work with the code? Check our getting started guides.

Implementation steps

1. Go to Explore → Report Builder for the dataset you plan to use (for example, Support - Tickets).
2. Select the Calculator icon for Calculations.
3. Choose Standard calculated metric.
4. Enter .9 (or another value if your KPI target differs).
5. Validate and save.
6. Add the metric as a secondary value wherever you need a benchmark or threshold.

Validation tips

• Confirm that the target metric displays as a flat line or reference value when used in charts.
• Check conditional formatting rules to ensure they trigger correctly at your chosen threshold.
• If using arrows, test values just above and below the target to confirm direction works as expected.

Caveats and considerations

Remember this is a constant value, not dynamically calculated from data, so adjust it whenever your target changes. Works best when paired with another metric (for example, average wait time) in KPI or gauge charts. Configure arrow behaviour and colours in Explore's chart settings to match your reporting conventions.

Example chart

Example dashboard tile where the target value acts as a benchmark against actual performance

Related metrics / attributes

[Average Wait Time - Specific Phone Line

Voice - CallsCalculated Metric

Calculates the average wait time for inbound calls to a specific phone number so you can monitor line-level KPIs.

[Tickets Solved in Less than 20 Minutes

Support - TicketsCalculated Metric

Counts tickets that were fully resolved within 20 minutes, measured in business hours.