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Insight Explorer - KPI from Knowledge Model cannot be added

  • May 27, 2026
  • 3 replies
  • 300 views
Vladimir.Puskaric
Level 6
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Hi everyone,

I have a question relating to the Insight Explorer and look forward to your help/ advice.

In the related Knowledge Model, I have defined a KPI called Rate of transferred calls - ID =percentage_of_transferred_calls, with this PQL formula:

KPI("count_of_transferred_call_segments")
/
KPI("count_of_calls")

Unfortunately, this KPI does not come up on the list of Metrics that can be added to the Insight Explorer. If I search for its ID within the Insight Explorer configuration, I get the response:

No Metrics found

For additional context, count_of_transferred_call_segments has this PQL formula:

sum(
  CASE
  WHEN "ECHI_CASE_TABLE_Call_Data"."transferred" = '1'
  AND "ECHI_CASE_TABLE_Call_Data"."disposition" = 2
  AND "ECHI_CASE_TABLE_Call_Data"."outbound_call" = '0'
  THEN 1
  ELSE NULL
  END
)

While count_of_calls has this PQL formula:

SUM (
  CASE
    WHEN "ECHI_CASE_TABLE_Call_Data"."disposition" = 2
      AND
    "ECHI_CASE_TABLE_Call_Data"."outbound_call" = '0'
    THEN 1
    ELSE 0
  END
)

I’d really appreciate your help in resolving this issue. Thanks a lot.

Kind regards,

 


Vladimir

    3 replies

    A
    Celonaut
    Forum|alt.badge.img+1

    Hi Vladimir, 

     

    That pattern often does not qualify as an eligible Insight Explorer metric, even if it works fine elsewhere in Studio. Insight Explorer expects metrics to be of a supported aggregation type, and in practice it works best when the KPI formula itself is directly written in a supported form like AVG(...), SUM(...), or MEDIAN(...) with the aggregation visible at the outermost level. 

    Could you re-write your KPI as a single aggregated KPI and please try using that in Insights Explorer? 

     

    Thanks, 

    Vladimir.Puskaric
    Level 6
    Forum|alt.badge.img+1

    Hi Amishee,

    thanks for your response.

    Not sure how to do that, given I need to divide two KPIs to get the rate. Are you able to provide help with this?

    I look forward to hearing from you. Thanks.

    Kind regards,

     

    Vladimir

    Vladimir.Puskaric
    Level 6
    Forum|alt.badge.img+1

    … Or will I need to wait for Celonis to start supporting divisions in Insight Explorer?
    Rates/ percentages are often valuable when comparing performance between subcategories (of cases) which have very different volumes.

    Kind regards,

     

    Vladimir

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