Department KPI Report

1. What is a Department KPI?

A Department KPI is an automated report that compiles and summarizes data generated by a specific department within the organization over a defined period.

• The Department KPI is used to track the performance results of a department within the business

• This report is typically accessible to department heads, who are authorized to aggregate and review the performance data of all team members under their management.

2. Department KPI Access Permissions

To view the Department KPI report on the system, you must be granted permission to access the "Department KPI Statistics" feature:

• Access: Allows viewing only your department’s KPI data.

• View All: Grants access to view KPI data of all departments within the system.

3. Department Overview

3.1. Revenue Trend Chart

The Monthly Revenue Trend Chart displays daily revenue fluctuations, allowing you to compare sales, total revenue, and actual collections within the month. Hover over the chart to see detailed figures.

3.2. Sales Comparison

This chart compares the sales figures of employees within the department.

3.3. Conversion Rate Table

The Conversion Rate Table reflects the rate at which new leads are converted into paying customers generating revenue.

The table includes 5 stages:

Step 1: New Customers

Shows the number of newly created customers during the month.

Total number of customers assigned to department staff.

Breaks down by lead source category. Clicking on the figure shows a detailed list of customers.

Step 2: Interactions

Summarizes customer interactions during the month:

Email: Number of emails opened by customers.

Messages: Number of successfully sent messages.

Calls: Outbound calls successfully connected and logged with duration.

Tasks: Includes both customer-linked and unrelated tasks within the selected period, based on start and end times. (Example: A task starting on 20/10/2023 and ending on 20/12/2023 will appear in the October and December reports, but not in November.)

Internal Notes: Recorded staff notes in customer profiles.

Step 3: Activities

Total tasks completed during the month.

Details by project or task type.

Step 4: Order Summary

Orders: Includes orders with order dates falling within the selected month. (E.g., If an order is created on 20/12 with an "Order Date" of 20/11, it will be shown in November's report.)

Contracts: Contracts created during the month.

Stock Out: Based on warehouse issue date (requires Inventory module).

Stock In: Based on warehouse receipt date (requires Inventory module).

Additional metrics:

Orders per Customer: Average number of orders per customer.

Purchase Frequency: Number of customers with a single purchase vs. repeat customers (2 or more orders).

Contract-related Stats:

Renewals: Number of renewed contracts (for subscription/service-based businesses).

Expired Contracts: Based on contract effective dates.

Step 5: Revenue

Total revenue generated from all confirmed orders during the month.

Breakdown by customer source category. Use this to identify which lead source generates the most revenue and has the best ROI.

You can click on figures for details or download the table for reporting.

4. Summary Report

The Summary Report compares performance between employees in the department:

Assigned Customers: Total customers assigned to each employee (not time-filtered).

Newly Found: Customers created by the employee (even if assigned to someone else). (This figure varies based on the selected time range.)

Tasks related to customers, Emails opened, SMS sent successfully, Successful outbound calls, Orders placed, Contracts created, and Order revenue are all calculated based on the selected time range.

Order Detail Table: Lists all orders created in the department during the month. Downloadable for reporting.

Products Sold During the Period: Summary of products sold by the department, also available for export.

5. Customer Lifecycle

The Customer Lifecycle feature calculates the average time taken to convert a newly created lead into a specific status (e.g., "Closed").

Use this metric to assess and monitor employee performance and provide timely support where needed.

Observation Period: Select from 4 days to 12 weeks.

Start Date: Automatically set based on the selected duration up to the current date.

Target Status: Choose the status to track (e.g., “Closed”).

Click Search to view results.

Example: Viewing data for all departments over an 8-day observation period ending 26/12/2023.

On 19/12, one new customer was created and converted by Day 5.

On 23/12, another customer was created and converted on the same day.

Click on figures to see related customer details.

6. Customer Journey Statistics

This report tracks the number of customers in each relationship stage over a time range:

Duration: Select from 4 days to 12 weeks.

Start Date: Set automatically based on the current date and selected duration.

Click Search to display:

Relationship stages and customer counts per day.

Daily revenue.

7. Sales Performance Report

This report displays customer-level sales performance by department and creation time, showing when each customer was added, whether they’ve made purchases, and how often.

Filter by department

Filter by customer relationship (optional)

Customer creation date (required)

Statistical period: Define the date range (max: 6 months)

Purchase status (4 options):

All: Includes all customers regardless of purchase status.

Not Purchased: Customers without orders during the selected time.

In Progress: Customers with orders pending approval.

Purchased: Customers with approved orders (with optional filter by number of purchases).