KPI Matrix Reference Public

The 29 Metrics

Reference & Standards The 29 Metrics The complete catalogue. Every metric the KPI Matrix can score — what it measures, which way is “good”, whether it computes automatically, the…

Guide version: r1 Module version: 1.4.0 Updated: 2026-07-22 Estimated time: 6 min 2 views
Reference & Standards

The 29 Metrics

The complete catalogue. Every metric the KPI Matrix can score — what it measures, which way is “good”, whether it computes automatically, the exact formula, its rating thresholds, and a recommended SMART target — grouped into the eight categories.

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How to read a row. ↑ higher-is-better · ↓ lower-is-better · ◑ healthy middle band. Auto computes from existing data · Manual needs a typed value · Semi is auto with a manual fallback. The five thresholds are the raw-value ranges that map to Outstanding → Unsatisfactory; how they become a 1–5 score is on Scoring.

Coverage: 24 fully automated · 1 semi-automated (task_quality) · 4 manual (ticket_satisfaction, skill_growth, training_hours, training_completion) = 29 metrics across 8 categories.

ATT · Attendance & Punctuality

The foundation of reliability. Rates are measured against true scheduled working days — weekends and holidays are excluded, not counted against you. Default General-Staff weight 20%.

MetricDirAutoFormula & thresholds · SMART target
Attendance Rate
att_rate		 ↑Auto (days_present / working_days) × 100
Out ≥98 · Exc 95–98 · Meets 90–95 · Needs 80–90 · Unsat <80
“Maintain ≥95% approved attendance vs scheduled working days.”
Punctuality Rate
punctuality_rate		 ↑Auto (on_time_days / attendance_days) × 100
Out ≥98 · Exc 95–98 · Meets 90–95 · Needs 80–90 · Unsat <80
“≥95% of attended days with zero recorded tardiness.”
Absence Rate
absence_rate		 ↓Auto (absent_days / working_days) × 100 (from approved payslips)
Out 0–1 · Exc 1–2.5 · Meets 2.5–5 · Needs 5–8 · Unsat >8
“Keep unpaid absence below 1% of scheduled days.”
Overtime Utilization
overtime_ratio		 ◑Auto (overtime_hours / regular_hours) × 100
Healthy 5–15% scores best; <5% under-used; >25% burnout risk
“Sustain overtime within 5–15% of regular hours.”
Undertime Rate
undertime_rate		 ↓Auto (undertime_hours / regular_hours) × 100
Out 0–0.5 · Exc 0.5–1.5 · Meets 1.5–3 · Needs 3–5 · Unsat >5
“Undertime under 0.5% of regular hours.”

TSK · Task Performance

Balances volume against quality and reliability. Tasks count when assigned to the employee and marked completed within the period. Default weight 20% (30% for developers).

MetricDirAutoFormula & thresholds · SMART target
Task Completion Rate
task_completion		 ↑Auto (completed_tasks / total_assigned) × 100
Out ≥95 · Exc 85–95 · Meets 70–85 · Needs 50–70 · Unsat <50
“Complete ≥85% of tasks assigned during the period.”
On-Time Task Delivery
task_ontime		 ↑Auto (on_time_completed / total_completed) × 100
Out ≥90 · Exc 80–90 · Meets 65–80 · Needs 50–65 · Unsat <50
“Deliver ≥90% of tasks on or before deadline.” See data note below.
Task Quality Score
task_quality		 ↑Semi (tasks_without_rework / total_completed) × 100 (manual fallback)
Out ≥95 · Exc 85–95 · Meets 70–85 · Needs 50–70 · Unsat <50
“≤5% of completed tasks reopened / reworked.”
Task Throughput
task_throughput		 ↑Auto completed_tasks / months_in_period (monthly run-rate)
Out ≥20 · Exc 15–20 · Meets 10–15 · Needs 5–10 · Unsat <5 (per month)
Role-calibrated — “Sustain ≥15 completed tasks/month.”

PRJ · Project Delivery

Contribution to team delivery, distinct from individual tasks. Resolves via project membership. Default weight 10% (20% for management).

MetricDirAutoFormula & thresholds · SMART target
Project Completion Rate
proj_completion		 ↑Auto (Σ completed_points / Σ total_points) × 100 across their projects
Out ≥95 · Exc 85–95 · Meets 70–85 · Needs 50–70 · Unsat <50
“Member's projects average ≥85% point completion.”
Project On-Time Delivery
proj_ontime		 ↑Auto (on_time_projects / total_completed) × 100
Out ≥90 · Exc 80–90 · Meets 65–80 · Needs 50–65 · Unsat <50
“≥90% of completed projects delivered by deadline.” See data note below.
Project Points Contribution
proj_contribution		 ↑Auto (user_completed_points / total_project_points) × 100
Out ≥30 · Exc 20–30 · Meets 10–20 · Needs 5–10 · Unsat <5
“Contribute ≥20% of completed task-points on shared projects.”

TKT · Support & Service Quality

Efficiency and quality of ticket resolution. Tickets count when assigned to the employee; “resolved” means closed. Default weight 10% (30% for customer-facing roles).

MetricDirAutoFormula & thresholds · SMART target
Ticket Resolution Rate
ticket_resolved		 ↑Auto (resolved_tickets / tickets_in_queue) × 100
Out ≥95 · Exc 85–95 · Meets 70–85 · Needs 50–70 · Unsat <50
“Resolve ≥85% of the tickets in your queue.”
Avg Response Time
ticket_response		 ↓Auto AVG(first_response − created) in hours
Out 0–1 · Exc 1–4 · Meets 4–8 · Needs 8–24 · Unsat >24
“First response within 1 hour on average.”
Avg Resolution Time
ticket_resolution		 ↓Auto AVG(closed − created) in hours
Out 0–4 · Exc 4–12 · Meets 12–24 · Needs 24–48 · Unsat >48
“Average resolution under 4 hours.”
Ticket Satisfaction
ticket_satisfaction		 ↑Manual AVG(manual satisfaction entries), 1–5 scale
“Maintain ≥4.5/5 average requester satisfaction.” Becomes automatic once a CSAT signal exists.

BHV · Behavioral Compliance

An inverse category — fewer infractions score higher. Default weight 10% (15% for operations).

MetricDirAutoFormula & thresholds · SMART target
Disciplinary Score
discipline_score		 ↑Auto MAX(1.00, 5.00 − incident_count) — already a 1–5 score
Out 4.5–5 · Exc 3.5–4.5 · Meets 2.5–3.5 · Needs 1.5–2.5 · Unsat 1–1.5
“Zero formal disciplinary actions (score 5.00).”
Leave Compliance
leave_compliance		 ↑Auto (approved_leaves / total_applications) × 100 (100 if none filed)
Out ≥98 · Exc 90–98 · Meets 80–90 · Needs 60–80 · Unsat <60
“≥98% of leave filed through proper approval channels.”
Policy Adherence Score
policy_adherence		 ↑Auto (discipline_score × 0.6) + (leave_compliance × 0.4), both on the 1–5 scale
“Composite conduct score ≥4.5.” See double-count note below.

LVE · Leave Management

Rewards healthy leave behaviour — enough rest without exhausting entitlements or filing emergencies. Two of three are bell-curve. Default weight 5%.

MetricDirAutoFormula & thresholds · SMART target
Leave Credit Utilization
leave_utilization		 ◑Auto (used_days / total_credits) × 100 for the year
Healthy 40–70%; <20% presenteeism risk; >95% exhaustion risk
“Use 40–70% of annual leave credits.”
Unplanned Leave Rate
unplanned_leave		 ↓Auto same-day/emergency leaves ÷ total approved × 100
Out 0–5 · Exc 5–15 · Meets 15–25 · Needs 25–40 · Unsat >40
“Keep same-day/emergency leave under 5%.”
Leave Balance Health
leave_balance		 ◑Auto (remaining_credits / total_credits) × 100 at period end
Healthy 30–60% remaining; very high = hoarding, very low = depleted
“End the year with 30–60% of credits intact.”

PRF · Professional Development

All leading indicators — investment now predicts capability later. Default weight 10% (15% for developers & management). Three of four are manual today.

MetricDirAutoFormula & thresholds · SMART target
Active Certifications
cert_count		 ↑Auto COUNT(active, non-expired certifications)
Out ≥5 · Exc 3–5 · Meets 2–3 · Needs 1–2 · Unsat 0
“Hold ≥3 role-relevant active certifications.”
Skill Coverage Ratio
skill_growth		 ↑Manual AVG(manual coverage entries); intended (matched / required skills) × 100
Out ≥90 · Exc 75–90 · Meets 60–75 · Needs 40–60 · Unsat <40
“Cover ≥75% of the role's required skill set.”
Training Hours
training_hours		 ↑Manual AVG(manual training-hour entries)
Out ≥40 · Exc 25–40 · Meets 15–25 · Needs 5–15 · Unsat <5
“Log ≥25 training hours per year.”
Training Completion Rate
training_completion		 ↑Manual AVG(manual completion entries)
Out ≥95 · Exc 80–95 · Meets 60–80 · Needs 40–60 · Unsat <40
“Complete ≥95% of assigned training.”

TMS · Time Management

Efficiency and reliability of time use. Default weight 15%.

MetricDirAutoFormula & thresholds · SMART target
Timesheet Compliance Rate
timesheet_util		 ↑Auto (logged_hours / expected_hours) × 100 · expected = working_days × 8
Out ≥95 · Exc 85–95 · Meets 70–85 · Needs 50–70 · Unsat <50
“Log ≥95% of expected working hours.”
Productive Hours Ratio
timesheet_accuracy		 ↑Auto (1 − |ts_hours − att_hours| / att_hours) × 100, floored at 0
Out ≥90 · Exc 80–90 · Meets 60–80 · Needs 40–60 · Unsat <40
“Logged productive hours within 10% of clocked hours.”
Schedule Adherence
schedule_adherence		 ↑Auto days with late = 0 AND undertime = 0 ÷ attendance days × 100
Out ≥95 · Exc 85–95 · Meets 70–85 · Needs 50–70 · Unsat <50
“≥95% of days fully within schedule.”

Important metric notes

A few metrics behave specially because of what the source data does — or doesn't — capture. These are not bugs; they're honest limits, handled safely (a metric with no signal returns “no data” and is excluded, never scored as a zero).

Tasks and projects don't currently record a completion timestamp, so the module can't tell whether something finished before its deadline. Both on-time metrics therefore return null and are excluded from the composite until a completion date is captured. Enable them in a template if you like — they simply won't contribute yet.
Task Quality looks for tasks that were reopened/reworked. Because task status changes aren't yet logged in a way it can read, rework usually reads as zero — so quality tends toward 100% for anyone with completed tasks. Treat it as manual-leaning until rework is tracked; it accepts a manual value.
Each formal disciplinary action drops the score by one point from 5.00 (floored at 1.00). There's no severity weighting yet, so a minor and a major action currently count the same. Zero incidents = 5.00.
policy_adherence is a roll-up of discipline_score (60%) + leave_compliance (40%). If a template enables all three at full weight, conduct is effectively double-counted. Best practice: use either Policy Adherence or the Discipline + Leave-Compliance pair — not all three.
Overtime Utilization, Leave Utilization and Leave Balance are healthiest at a moderate value. Too little and too much both score lower, because both signal a problem (under-use / burnout, or never resting / entitlement exhaustion). See Scoring → bell-curve.
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Where next? See how these thresholds turn into a 1–5 score on Scoring & Rating Bands, or weight them for a role on KPI Templates.
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