Key Performance Indicators (Managed Package)
Learn the definitions and calculations of key metrics shown in Analytics for Insurance dashboards.
Required Editions
| Available for an extra charge in Professional, Performance, and Unlimited editions that have Financial Services Cloud for Insurance enabled. |
This table lists the key metrics and their calculations.
| Metric | Description | Calculation | Available in Dashboards |
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| Total Gross Written Premium | Total gross written premium of all active insurance policies. | Sum of all Gross Written Premium field values in the Insurance Policy object. Filters applied: The value of the Active field in the Insurance Policy object is True. |
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| Customers | Total number of policy owners. | Count of unique values in the Name Insured field in the Insurance Policy object. Filter applied: The value of the Active field in the Insurance Policy object is True. |
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| Households | Total number of households. | Count of records in the Account object. Filter applied: Account Record Type field value is Household. |
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| Upcoming Renewals | Number of upcoming policy renewals. | Count of records in the Insurance Policy object. Filters applied: Final Renewal Date field value is in the next 30 days. When there’s no value in the Final Renewal Date field, then the records with Renewal Date field value in the next 30 days are considered. |
Agent Home |
| Policies for the Best-Selling Product | Number of policies associated with the best-selling product. | Count of Insurance policy records grouped by Product field values. | |
| Average Number of Policies per Product | Unique policies for each product. | Unique insurance policy records grouped by Product field values. | |
| Open Claims | Total number of open claims. | Count of records in the Claim object. Filters applied: The value of the Closed field is False. |
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| Total Activities | Total number of tasks and events created in a month. | Count of records in Task and Event objects. Filter applied: Created Date value is in the current month. |
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| Closed Won Amount | Total amount from closed won opportunities. | Sum of all Amount field values in the Opportunity object. Filters applied: The value of the Close Date field is in the current fiscal quarter, IsWon is True, and IsClose is True. |
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| Open Leads or Referrals | Total number of leads that are open. | Count of records in the Lead object. Filters applied:
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| Opportunity Size | Potential premium amount from upselling or cross-selling a coverage. | (Count of values in the Name Insured ID field in the Insurance Policy Coverage object) * (Average premium amount for the coverage) Customers of Policy Type 1 but not Policy Type 2 * Avg premium of Policy Type 2 |
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| Policies | Total insurance policies. | Total records in the Insurance Policy object. Filters applied: The value of the Active field is True. |
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| Policies with Open Claims | Number of insurance policies with open claims. | Count of unique values in the Policy Number field in the Claim object. Filter applied: The value of the Closed field in Claim object is False. |
Claims |
| Total Estimated Claim Amount | Total estimated amount for claims. | Sum of all values in the Estimated Amount field in the Claim object. Filter applied: The value of the Closed field in Claim object is True. |
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| Average Estimated Claim Amount | Average of the estimated claims amount. | Average of the Estimated Amount field value in the Claim object Filter applied: The value of the Closed field in Claim object is True. |
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| Average Days to Close | Average number of days taken for processing a claim. | Average (Days between Initiation Date and coalesce (Finalized Date, today)) | |
| Claims Open for More Than Last 3 Months Average | Number of claims that open for more than the average of the last 3 months processing time. | Count of open claims where the duration between the Initiation Date and today is more than the average of the duration between Finalized Date and Initiation Date. Filters applied: The value of the Finalized Date field is in the last 3 months and the value of the Closed field is False. Initiation Date, Finalized Date, and Closed are fields in the Claim object. The average is calculated for claims of a policy type. |
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| Open Claims by Processing Time | Open claims grouped by their processing time and status. | Open claims grouped by processing time and status.
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| Claims by Estimated Amount | Open claims grouped by the estimated amounts. | Sum of Estimated Amount field values grouped by the Claim Number field values in the Claim object. Filter applied: The value of the Closed field is False |
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| Claims by Gross Written Premium | Open claims grouped by their gross written premium. | Sum of Gross Written Premium field values grouped by the Claim Number field values in the Claim object. Filter applied: The value of the Closed field is False. |
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| Processing Age Status | Status of the claim process. |
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| Policies with Claims | Policies with Claims | Count of unique values in the Policy Number field in the Claim object. Filters applied: The value of Closed field is True, and Approved Amount value is greater than 0. Policy Number, Closed, and Approved Amount are fields in the Claim object. |
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| Average Approved Claim Amount | Average amount approved for claims. | (Sum of all values in the Approved Amount field) / (Count of values in the Approved Amount field) Filters applied: The value of Closed field is True, and Approved Amount value is greater than 0. Approved Amount and Closed are fields in the Claim object. |
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| Finalized Claims | Total number of finalized claims. | Count of records in the Claim object where a value exists in the Finalized Date field. | |
| Claims Severity | Claims grouped by severity. | Claims grouped by the Severity field values from the Claim object. | |
| Premium Bucket | Gross written Premium groups that are based on the premium amount ranges. | Gross written premium groups.
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| Rejected Claim Amount | Total rejected claim amount. | Sum of Estimated Amount field values in the Claim object. Filters applied: The value of Approved Amount field is either 0 or null. The value of the Closed field is True. |
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| Customers with Rejected Claims | Number of customers with rejected claims. | Count of values in the Policy Owner Name field in the Policy object. Filters applied: Closed field value is True, and Approved Amount field doesn’t have a value or the value is 0. |
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| Approval Rate | Percentage of claims that are approved. | (Count of records in the Claim object with Approved Amount greater than 0, Initiation Date is in the selected period, and IsClosed is True) / (Count of records in the Claim object with Approved Amount greater than 0, Initiation Date is in the selected period, and IsClosed is True) + (Count of records in the Claim object with Approved Amount is 0 or Null, Initiation Date is in the selected period, and IsClosed is True) | |
| Processing Time in Days | Number of days for processing a claim. | Days between InitiationDate and FinalisedDate; and if FinalisedDate is null then Days between InitiationDate and now() |
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| Approved Claims | Total number of approved claims. | Count of records in the Claim object. Filters applied: The value of Closed field is True, and Approved Amount value is greater than 0. |
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| Approved Claim Amount | Total amount approved for claims. | Sum of all values in the Approved Amount field in the Claim object. Filters applied: The value of Closed field is True, and Approved Amount value is greater than 0. |
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| Loss Ratio | Total claims in relation to the total premiums earned. | Total Claim Amount / Total Premium Earned Total Claims: Sum of all values in the Amount field in the Financial Account Transaction object. Filters applied: Transaction Type is Credit, Transaction Status is Posted, Transaction Date is in the selected duration, and a value exists in the Insurance policy field. Total Premium Earned: Sum of all values in the Amount field in the Financial Account Transaction object. Filters applied: Transaction Type is Debit, Transaction Status is Posted, Transaction Date is in the selected duration, and a value exists in the Insurance policy field. |
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| Claims | Total number of claims in the selected duration. | Count of records in the Claim object. |
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| Age Group | Age group of the customer. | Customer age groups.
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| Avg Age of Open Leads and Referrals (Days) | Average duration for which the leads and referrals are open. | Average (Days between Created Date field value and today) Filters applied: The value of the Lead Status field isn’t Closed - Converted or Closed - Not Converted. And Status isn’t Null. Created Date is a field in the Lead object. |
Customer Acquisition |
| Oldest Lead or Referral Age (Days) | Age of the oldest lead or referral. | Max (Days between Created Date field value and today) Filters applied: The value of the Lead Status field isn’t Closed - Converted or Closed - Not Converted. And Status isn’t Null. Created Date is a field from the Lead object. |
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| Newest Lead or Referral Age (Days) | Age of the newly added lead or referral. | Min (Days between Created Date field value and today) Filters applied: The value of the Lead Status field isn’t Closed - Converted or Closed - Not Converted. And Status isn’t Null. Created Date is a field from the Lead object. |
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| Leads without Activity | Leads that don’t have activities. | Count of records in the Lead object grouped based on the days between Last Activity Date and today. When there’s no value in the Last Activity Date field, the records are grouped based on the days between Created Date and today. |
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| Leads by Age Group | Leads grouped based on their age. | Records in the Lead object are grouped based on the duration between Created Date and today. | |
| Days Since Last Activity | Number of days since the last activity on the lead. | Days between Last Activity Date field value and today. When there’s no value in the Last Activity Date field: Days between Created Date field value and today. Created Date and Last Activity Date are fields from the Lead object. |
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| Potential Value Range | Potential value ranges for leads. | Value Ranges:
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| Lead Age | The age of the lead in days. | Number of days between the Created Date field value and today. Created Date is a field from the Lead object. |
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| Potential Value | The potential value of the lead. | Value of the Potential field in the Lead object. | |
| Referrer | Name of the person who referred the customer. | The value of the External Referrer or Internal Referrer field in the Contact object. | |
| Referrer Type | The type of referrer. | If the value of the External Referrer field in the Contact object isn’t Null, then Referrer Type is External. If the value of the Internal Referrer field in the Contact object isn’t Null, then Referrer Type is Internal. | |
| Closed Leads and Referrals | Number of leads and referrals that are closed. | Count of records in the Lead object. Filters applied: The value of the Lead Status field isn’t Closed - Converted or Closed - Not Converted. |
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| Internal Referrers | Number of internal users who referred customers. | Count of values in the Internal Referrer field in the Contact object. | |
| External Referrers | Number of external contacts who referred other customers. | Count of values in the External Referrer field in the Contact object. | |
| Total Leads | Total number of leads. | Count of records in the Lead object. | |
| Processed Leads | Number of leads that have been processed. | Count of records in the Lead object. Filters applied: The value of the Lead Status field isn’t Closed - Converted or Closed - Not Converted. |
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| Converted Leads | Number of leads that have been converted. | Count of records in the Lead object. Filters applied: Converted field value is True |
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| Disqualified Leads | Number of Leads that aren’t qualified. | Count of records in the Lead object. Filters applied: The value of the Lead Status field is Closed - Not Converted. |
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| Avg Number of Interactions Before Conversion | Average number of interactions with the customers before a lead is converted. | Average (number of times an event is generated by the Converted Contact ID or Lead ID from the Lead object) Filters applied: Converted field value is True, and Activity Date value is greater than or equal to the Converted Date field value. Converted Contact ID, Lead ID, Converted, Activity Date, and Converted Date are fields from the Lead object. |
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| Avg Number of Days for Conversion | Average number of days to convert a lead. | Number of days between the Created Date and the Conversion DateTime field values in the Lead object. | |
| Expressed Interest | The product that the customer is interested in. | Value of the Expressed Interest field in the Lead object. | |
| Customer Interactions | Number of interactions with the customer. | Number of times an event is generated by the Converted Contact ID or Lead ID from the Lead object. |
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| Lead Conversion Rate | The percentage of leads that are converted. | Number of converted leads / Number of processed leads |
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| Processing Time | The time taken to process a lead. | Number of days between the Created Date and the Activity Date in the Lead object. |
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| Gross Written Premium (GWP) | Total gross written premium of insurance policies. | Sum of all Gross Written Premium field values in the Insurance Policy object. Filters applied: Active field value is True, and the Effective Date field value is in the selected period. Active and Effective Date are fields from the Insurance Policy object. |
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| Customers | Total number of customers. | Count of values in the Name Insured field from the Insurance Policy object. |
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| Active Policies | Number of active insurance policies. | Count of records in the Insurance Policy object. Filter applied: IsActive is True in the Insurance Policy object. |
My Book of Business |
| Policies In Force | Number of active insurance policies. | Count of records in the Insurance Policy object. Filter applied: IsActive is True in the Insurance Policy object. |
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| New Business Policies | Number of new insurance policies in a selected period. | Count of records in the Insurance Policy object. Filters applied: Effective Date is in the selected Period, IsActive is True, and IsRenewedPolicy is False. |
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| New Business GWP | Total gross written premium of new insurance policies. | Sum of all values in the Gross Written Premium field in the Insurance Policy object. Filters applied: Effective Date is in the selected Period, IsActive is True, and IsRenewedPolicy is False. |
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| Policies Canceled | Total number of policies canceled in a selected period. | Count of unique records in the Insurance Policy object. Filter applied: Cancellation Date is in the selected period. | |
| Renewal Rate | Percentage of policies renewed. | (Policies Renewed) / (Policies Renewed + Policies Not Renewed) * 100 Policies Renewed: Count of unique records in the Insurance Policy object where Date Renewed or Previous Renewal Date is in the selected period, and IsActive is True. Policies Not Renewed: (Count of unique records in the Insurance Policy object where Final Renewal Date is in the selected period, Date Renewed field has a value, and IsActive is True) - (Count of unique records in the Insurance Policy object where Previous Renewal Date is in the selected period, IsActive is True, and Prior Policy field has a value) |
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| Customer Retention Rate | Percentage of customers retained. | (Count of Person Account records with at least one active policy at the end of the selected period) / (Count of Person Account records with at least one active policy 1 day before the start date of the selected period) * 100 | |
| Win Rate | Win Rate | (Count of records in the Opportunity object where Stage is Closed Won) / (Total count of records in the Opportunity object) | |
| Policies Renewed | Total number of policies renewed in a selected period. | Count of unique records in the Insurance Policy object. Filter applied: Date Renewed is in the selected period. |
My Book of Business |
| Claims Filed | Number of claims filed in a selected duration. | Count of records in the Claim object where Initiation Date is in the selected period. | |
| Customers with Claims | Number of customers who filed claims. | Count of Policy Owner field values in the Claim object. Filter applied: Initiation Date is in the selected period. | |
| Open Opportunities' Amount | Total amount from open opportunities. | Sum of all values in the Amount field from the Opportunity object. Filter applied: IsClosed is False |
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| Open Opportunities | Total number of open opportunities. | Count of records in the Opportunity object. Filter applied: IsClosed is False |
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| Average Age of Closed Leads (Days) | Average age of the closed deals. | Duration between Created Date and today. Filter applied: Status is Closed - Converted |
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| Average Age of Opportunities (Days) | Average age of opportunities. | Duration between Created Date and today. | |
| Coverages | Total number of active insurance policy coverages. | Count of records in the Insurance Policy Coverage object. Filter applied: IsActive is True in the Insurance Policy object. |
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| Total Premium Amount | Total premium amount for the insurance policy coverages. | Sum of all values in the Premium Amount field in the Insurance Policy Coverage object. | |
| Policy Start Date | Date when the policy is created. | Value of the Created Date field in the Insurance Policy object. | |
| Policy Renewal Date | Renewal date of the insurance policy. | Value of the Renewal Date field in the Insurance Policy object. | |
| Total Revenue | Total revenue from insurance products. | Sum of values in the Total Revenue field from the FS(INS) - Product Earnings and Fees Insurance dataset. | |
| Total Commissions | Total commissions earned. | Sum of values in the Total Commissions field from the FS(INS) - Product Earnings and Fees Insurance dataset. | |
| Total Fees | Total fee collected. | Sum of values in the Total Fees field from the FS(INS) - Product Earnings and Fees Insurance dataset. | |
| Total Premiums | Total premiums from insurance policies. | Sum of values in the Total Premiums field from the FS(INS) - Product Earnings and Fees Insurance dataset. | |
| Snapshot Date | Date when the snapshot was taken. | Value of the Snapshot Date field in the FS(INS) - Product Earnings and Fees Insurance dataset. | |
| Policy Name | Name of the insurance policy. | Policy Name field value in the Insurance Policy object. |
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| Coverage Name | Name of the insurance policy coverage. | Value of the Coverage Name field from the Insurance Policy Coverage object. |
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| Policy Type | Type of the insurance policy. | Value of the Policy Type field in the Insurance Policy object. |
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| Policy Owner | Name of the person who owns the policy. | Value of the Name Insured field in the Insurance Policy object. |
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| Plan Tier | Category of the insurance plan. | Value of the Plan Tier field in the Insurance Policy object. |
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| Product | Name of the insurance product. | Value of the Product field in the Insurance Policy object. |
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| Premium Frequency | Frequency of the premium amount payment. | Value of the Premium Frequency field in the Insurance Policy object. | Upsell/Cross-sell |
| Activities | Number of tasks and events. | Count of records in the Task object + Count of records in the Event object. |
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| Activity Appointments | Number of appointments. | Count of Task and Event records where the TaskSubtype is Task. | Agent Manager: Team Book of Business |
| Activity Emails | Number of emails. | Count of Task and Event records where the TaskSubtype is Email. | |
| Activity Calls | Number of calls. | Count of Task and Event records where the TaskSubtype is Call. | |
| Opportunities Created | Total number of opportunities created in a selected period. | Count of records in the Opportunity object. Filters applied: Created Date is in the selected period, and IsClosed is False. |
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| Closed Won Opportunities | Total number of opportunities won in a selected period. | Count of records in the Opportunity object. Filters applied: Closed Date is in the selected period, IsWon is True, and IsClosed is False. |
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| Average Number of Days Before Opportunity is Closed Won | Average number of days before an opportunity is closed won. | Average of duration between Created Date and Close Date. | |
| Renewed Policies | Total number of policies renewed in a selected period. | Count of unique policies in the Insurance Policy object. Filters applied: Date Renewed or Previous Renewal Date is in the selected period, and IsActive is True. |
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| Avg Number of Days Before First Customer Interaction | Average number of days before interacting with the customer for the first time. | Duration between Created Date and Activity Date. |
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| Agent | Name of the policy agent. | Value of the User Name field or the Contact Name field in the Producer object. |
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