SI Goals, Watches and Signals

An SI member can do more than answer what comes in. Give it a goal with a measure and it knows how it is doing against a number. Give it a watch and it notices when a number moves, such as new leads falling 8% in a week, and either looks into it or notes it in its journal. Both are set in its charter, and both show in its room under Goals and watches.

The numbers it can measure

Every goal and watch names one metric. They come in two groups, shown that way in the charter's metric lists.

Its own work counts what the SI member itself did in the period:

• Emails sent: emails it sent, replied to or forwarded.
• Emails answered: emails it replied to.
• Chats answered: the times it acted on a new chat message or a mention.
• Text messages sent: text messages it sent.
• Calls handled: inbound calls it took.
• Calls placed: phone calls it placed.
• Meetings booked: calendar events it created.
• Tasks completed: tasks it marked complete.
• Leads contacted, Leads qualified, Tickets resolved and First response time (minutes): nothing records these yet, so they are marked (not measured yet). A goal on one is kept and still guides the SI member, but it has no figure, and a watch on one never acts.

The business counts what happened in your organization, each figure exactly as its report counts it:

• New leads: leads that arrived in the period (the Lead Pipeline & Conversion report). Needs View Leads.
• New customers: active customer accounts created in the period (Customer Value). Needs View Accounts.
• Quotes issued: quotes raised in the period that are no longer drafts (Sales Performance). Needs View Quotes.
• Quote win rate (%): of the quotes accepted or declined in the period, the share accepted. A period in which no quote was decided has no figure. Needs View Quotes.
• Paid revenue: the total of paid orders created in the period (Revenue Summary). Needs View Orders.
• Paid orders: the number of those orders. Needs View Orders.
• Average order value: paid revenue divided by paid orders. A period with no paid order has no figure. Needs View Orders.

An SI member reads business figures with its own rights, the way it would see the report: it needs View Reports and the right named above, and it sees only the part of the figures its role's report scope allows. Without them the figure reads No access to this figure. A figure from an app your organization has turned off reads Not available for this period.

Periods are calendar periods in the SI member's own time zone: a day, a week starting Monday, a month or a quarter.

Goals

A goal is a line in the Goals section of a charter, with a Metric, a Target and a period (Per). The SI member reads its goals as part of its instructions. In its room, each goal with a measure shows the current period so far:

• for most metrics, a bar and 7 of 10, with Goal met once the target is reached;
• for a metric where lower is better, such as a response time, Goal met or Goal not met yet;
• otherwise why there is no figure: Not measured yet, No access to this figure, Not available for this period, Restricted or Unavailable right now.

Watches

A watch is set in the Collaboration section of a charter, on the Watches card:

• Metric: what to watch. Only measured metrics are offered.
• Change that matters (%): how big a change counts.
• Over: the period compared, a day, a week, a month or a quarter.
• When it: gets worse, gets better or changes either way. Worse means down for most metrics, and up for one where lower is better.
• Initiative needed to act: optional, from 0 to 100. See below.

Watches add up across levels, so a watch set for a whole job title applies to every SI member who holds it, alongside the member's own.

How a watch decides

Once a period has closed, in the first minute after midnight in the SI member's time zone, each watch compares the period that just ended with the one before it. The change is the difference as a percent of the earlier figure. If it is at least the Change that matters in the chosen direction, the watch has Crossed; otherwise it is Within range. If there is no earlier figure, or the earlier figure was zero, it reads Nothing to compare with yet: going from 0 to 3 leads is not a 300% event.

Each watch is checked once per period. A paused SI member does not catch up on every period it missed, only on the most recent one.

What initiative changes

When a watch crosses, the SI member either looks into it or notes it in its journal. It looks into it when both are true:

• its Working mode is not Reactive; and
• its Initiative (on the Drive card of the Personality section) is at least the watch's Initiative needed to act, and never less than 36.

Otherwise it writes one line in that day's journal, saying what changed and why it took no action: its initiative is below what a signal needs, or it only responds when asked. See How to Shape an SI Member's Personality for both settings.

Looking into it starts a run marked A watched number changed, during its working hours. The SI member reads the figures and runs the reports its own rights allow, finds out what is behind the change, and decides whether anyone should know or act, within its settings and your organization's policies. The figures carry the same protection as the report they come from, so it can share them only with people allowed to see them.

Only a watch wakes an SI member about a number: one with no watches is never woken, and nothing is noted in its journal.

Where to see it

Open the SI member's profile and choose the SI room. The Goals and watches card, at the bottom, shows:

• Goals: each goal with a measure, as above.
• Watches: what each watch acts on, whether the SI member would Look into it or Note it in its journal (and why), the last check with its figures, such as 100 → 92 (-8%), and when it is next checked.
• Recent checks: the 20 newest checks and what came of each: Woke and its name, Noted in its journal, or nothing when the watch stayed within range. Its supervisor can click Woke to open the run.

Anyone who can open the room sees the goals, watches and statuses. The figures themselves are shown only to people cleared for them: the SI member's managers, and people whose own rights would show them the same figures in the report. Everyone else sees Restricted. For the rest of the room, see How to Supervise an AI Team Member; for the charter itself, The AI Charter Explained.