# 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](/content/best-practice/zendesk-explore-custom-metrics/library/average-wait-time-specific-phone-line/index.html) 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

Unlock to view full code  
Not sure how to work with the code? Check our [getting started guides](/content/best-practice/zendesk-explore-custom-metrics/guides/index.html).

## 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](/content/best-practice/zendesk-explore-custom-metrics/library/average-wait-time-specific-phone-line/index.html)) 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.