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KPIs

This guide defines the core KPI catalog used in Advanced Analytics dashboards and reports. Each KPI is expressed in terms of the base metrics and events described in Metrics and Events.

Use these definitions as the source of truth when building or reviewing dashboards in Salesforce CRM Analytics or external BI tools.

Engagement KPIs​

  • Daily Active Users (DAU)

    • What it measures: Number of distinct users who generated at least one qualifying event (for example, user.login, dashboard.view, object.update) on a given calendar day.
    • Default formula: count distinct user_id where event_type is in the engagement set and date = D.
    • Common cuts: by tenant, module, team, role.

  • Weekly Active Users (WAU)

    • What it measures: Number of distinct users active in the last 7 days.
    • Default formula: count distinct user_id where event_type is in the engagement set and date in [D‑6, D].

  • Monthly Active Users (MAU)

    • What it measures: Number of distinct users active in the last 28 days (configurable).
    • Default formula: count distinct user_id where event_type is in the engagement set and date in [D‑27, D].

  • Session depth

    • What it measures: Average number of events per session.
    • Default formula: total_events / total_sessions over the selected period.

Adoption KPIs​

  • Module adoption rate

    • What it measures: Percentage of eligible tenants that generated at least one qualifying event for a given module.
    • Default formula: active_tenants_for_module / eligible_tenants.
    • Common cuts: by module, region, segment.

  • Feature adoption rate

    • What it measures: Percentage of active users that used a specific feature at least once in the selected period.
    • Default formula: users_with_feature_event / active_users.

  • Dashboard usage

    • What it measures: How frequently key dashboards are viewed by users.
    • Default formula: dashboard_views and distinct_viewers per dashboard per period.

Operational KPIs​

  • Time to detect (TTD)

    • What it measures: Median time between incident start (for example, monitoring or compliance violation event) and first detection/alert event.
    • Default formula: median(first_detection_time – incident_start_time) for incidents in the period.

  • Time to recover (TTR)

    • What it measures: Median time between detection and resolution/close events.
    • Default formula: median(resolution_time – first_detection_time).

  • Coverage

    • What it measures: Percentage of in‑scope assets with a given control enabled (for example, monitoring, backup, vulnerability scanning).
    • Default formula: covered_assets / in_scope_assets.
    • Common cuts: by account, application, environment, control type.

  • Policy success rate

    • What it measures: Share of compliance or automation policy runs that completed successfully.
    • Default formula: successful_runs / total_runs.

Data Quality & Reliability KPIs​

  • Dataset freshness

    • What it measures: How recent the underlying CRM Analytics datasets are.
    • Default formula: now() – last_refresh_time in minutes or hours.

  • Ingestion success rate

    • What it measures: Percentage of ingestion jobs that complete successfully.
    • Default formula: successful_jobs / total_jobs.

  • Event drop rate

    • What it measures: Percentage of events that failed validation or were dropped during ingestion.
    • Default formula: dropped_events / (ingested_events + dropped_events).

Using KPIs in Dashboards​

When building dashboards:

  • Use these KPI definitions consistently across CRM Analytics lenses, dashboards, and external BI tools.
  • Prefer DAU/WAU/MAU and adoption KPIs for executive and product‑management views.
  • Use operational and data‑quality KPIs for SRE, security, and data‑engineering audiences.

For more examples, see Dashboards and Overview.