Product Guide
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Key Metrics

This glossary explains the key business metrics available in the Analytics portal, both in our standard dashboards and when building custom reports using the Explore. For most other fields available in the portal, we provide in-product descriptions to clarify their purpose and usage. If you ever come across a field that is unclear or missing a description, please let us know — we’re happy to improve it.

Lead Times (Shipments & Orders)

Lead times measure the duration between a Start Milestone and an End Milestone. We offer a dynamic approach that allows you to customize the math based on your specific operational needs.

How to Calculate a Lead Time

Lead times measure the time elapsed between two legs in the shipment or order journey.

All lead times are calculated as the difference between a start and end events, and can be displayed in different time formats depending on your analysis needs.

Output formats

Lead times can be viewed as:

  • Hours – total hours elapsed between two events
  • Days – full 24-hour periods between two events
  • Date changes – the number of midnights crossed between the two dates

Working days & holidays

You can customise lead time calculations to:

  • Include or exclude national bank holidays
  • Use predefined working day calendars, such as:
    • Monday–Friday
    • Monday–Saturday
    • Monday–Sunday
    • Carrier
    • Zalando
  • Choose the start and end events of the shipment or order journey from our selection of over 30 combinations.

To generate a Lead Time report, you must configure these three filters:

  • Lead Time: Choose your window (e.g., Shipment Created – First Hub Scan).
  • Time Metrics: Choose the unit of measurement:
    • Hours: Total hours between points.
    • Days: Full 24-hour periods.
    • Date Changes: Number of midnights passed.
  • Working Days: Choose the operational calendar (e.g., Monday - Friday, or Carrier Specific).

If you want to analyse multiple lead times in one report, use the Lead Time Combination field as a pivot to create unique lead times per combination.

Pro-Tip: Use the Carrier setting in the Working Days filter to automatically apply unique operational calendars for each individual carrier in your mix.

Advanced Estimated Timestamps

Some timestamps represent expected dates rather than actual events. These are calculated using customer-defined SLAs, carrier working days, and national holidays.

  • Expected First Delivery Attempt (FDA): Calculated by adding your SLA target days to the First Hub Scan (FHS) date. This calculation automatically skips national holidays in the consumer country and respects known carrier working days.
    • Example: If a carrier works Mon–Fri and your SLA is 3 days, a shipment scanned on Thursday with a Friday bank holiday will have an Expected FDA of the following Wednesday.
  • Expected Return Delivered Date: Calculated by adding the return SLA days to the Delivered to Dropoff Point timestamp, using the same logic for holidays and carrier working days.

SLA Performance

SLA Performance metrics show how shipments perform against customer-defined Service Level Agreements (SLAs). They are used to detect breaches, project future failures, and identify problematic routes.

They measure whether deliveries occurred:

  • On time
  • Early
  • Late

For shipments still in transit, the metrics also provide projected SLA performance, allowing you to anticipate potential breaches before they occur.

SLAs are defined by the customer and can cover different event combinations. Common examples include:

  • Planned Pickup - First Hub Scan
  • Planned Pickup - First Delivery Attempt
  • First Hub Scan - First Delivery Attempt

Key Concepts

E+ (Expected Days) The target number of days within which a shipment is expected to reach a specific event.

Event Combination The start and end events that define the SLA window (for example: Planned Pickup - First Hub Scan).

SLA Status

  • Within: Arrived on or before the deadline.
  • Breached: Arrived after the deadline.
  • Projected Within: In transit, expected to meet the SLA.
  • Projected Breach: In transit, already past the deadline.

% Customized SLA Performance The overall success rate across both completed and projected shipments.

How to use SLA metrics

  • Select the relevant SLA Event Combination
  • Monitor** % Within** to assess overall performance
  • Use % Breached to identify late deliveries
  • Review projected metrics to anticipate future issues
  • Drill into counts (for example, # Breached) to view shipment-level details such as tracking code, carrier, consumer address, and event timestamps

Status Flags and Counts

To make reporting easier, we group complex logistics data into simple "Yes/No" flags and status tags. Each tag includes a description, accessible via the information icon next to the field.

Shipment & Order Tags (Yes/No)

Throughout the Explore, you will find Yes/No status flags. These are designed to be used as:

  • Filters, to narrow down results
  • Pivots, to compare groups side by side

Common shipment examples include:

  • Is Return Parcel
  • Is Delivered
  • Is On the Way
  • Is Undeliverable
  • Is Lost
  • Is Damaged
  • Has First Hub Scan
  • Has First Delivery Attempt

You can find these tags as yes/no fields, as well as total counts (#) and shares (%) out of all shipments or orders.

Counting Working Days

Counting Working Days metrics help identify how many business days have passed since a chosen event. For example, to identify how many days have passed since the First Hub Scan (FHS) until today for shipments that do not have a First Delivery Attempt (FDA) yet:

Filters:

  • ‘Choose Datetime Source’ as First Hub Scan
  • Define which days count as working days (e.g., Monday–Friday)
  • Add a filter “Has FDA: No”
  • Determine a time window (for example First Hub Scan date for past 7 days)

Data output:

  • Tracking Code or Shipment Count (depending on the desired data granularity)
  • Consumer Address Country
  • AVG Working Days (output for question “how many working days have passed”)

Updated 10 days ago