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Metric Definitions

Canonical reference for every KPI on the Fionn dashboard. Source of truth — tooltips link here.

Portfolio

Total ARR Managed #

Formula	`Σ Curr ARR` across all in-scope opportunities
Scope	Portfolio-wide — ignores Date Range; respects Products / BU / ARR Tier / Status
Source	Salesforce `Opportunity.Curr_ARR__c`
Notes	Includes every stage (active, closed, finalizing). Full book of business managed by the AI agent.

Retention (window-scope)

Gross Retention #

Formula	`dollars renewed ÷ dollars resolved (renewed + churned)`
Expanded	`Σ min(New ARR, Curr ARR) on Won ÷ (Σ Curr ARR on Won + Σ Curr ARR on Lost)`
Numerator	"Kept ARR" = `min(New ARR, Curr ARR)` per Won deal. Caps at prior value — upsells excluded.
Denominator	"Total Revenue" = Curr ARR summed over all resolved (Won + Lost) deals in window.
Bounds	Always ≤ 100%. Pending / out-for-signature renewals excluded from both sides.
Subtext	`$Xk renewed · $Yk churned · cycle-to-date`
Source	Salesforce `Curr_ARR__c`, `New_ARR__c`

Net Retention #

Formula	`New ARR on Won ÷ (Curr ARR on Won + Curr ARR on Lost)`
Difference	Numerator uses raw New ARR (no `min()` clamp) — upsells flow through. Can exceed 100%.
Playbook floor	90% — tile turns amber when below.
Source	Salesforce `New_ARR__c`, `Curr_ARR__c`

DM% (Double Maintenance) #

Formula	`(Revenue + Upgrades − Downgrades − Churn + New Business) ÷ Revenue`
Definitions	Revenue = Curr ARR on Won + Lost · Upgrades = `max(New − Curr, 0)` on Won · Downgrades = `max(Curr − New, 0)` on Won · Churn = Curr ARR on Lost · New Business = 0
Source	Salesforce + Playbook convention

Renewal Event Retention #

Formula	`COUNT(Won) ÷ COUNT(Won + Lost)`
Notes	Count-weighted, not $-weighted. Every renewal event treated equally regardless of deal size.
Source	Salesforce

ARR Flow (window-scope · drill-through)

Closed ARR #

Formula	`Σ New ARR on Closed Won`
Notes	Post-renewal signed value. Drill through → Renewals / Closed Won.
Source	Salesforce `New_ARR__c` where stage = Closed Won

Active ARR #

Formula	`Σ Curr ARR on Active opps in window`
Active stages	Pending, Outreach, Engaged, Proposal, Quote Follow Up
Notes	Pipeline not yet resolved. Drill through → Renewals / Active.
Source	Salesforce `Curr_ARR__c`

New ARR (Out for Signature) #

Formula	`Σ New ARR on out-for-sig Adobe Sign agreements`
Statuses	OUT_FOR_SIGNATURE, OUT_FOR_APPROVAL, DELIVERED
Notes	Unmatched agreements count toward agreement total but $0 toward $. Drill through → Agreements.
Source	Adobe Acrobat Sign + Salesforce (matched opp's `New_ARR__c`)

Churn $ #

Formula	`Σ Curr ARR on Closed Lost`
Delta color	Inverted — increase = red (bad), decrease = green (good).
Source	Salesforce `Curr_ARR__c` where stage = Closed Lost

Downsell $ #

Formula	`Σ max(Curr ARR − New ARR, 0)` over Won where New < Curr
Delta color	Inverted — increase = red, decrease = green.
Notes	Compression retained customers negotiated down. Won deals only.
Source	Salesforce

Overdue ARR #

Formula	`Σ Curr ARR where RenewalDate < today AND stage ∈ Active ∪ Finalizing`
Scope	As-of-now — ignores Date Range end; respects start.
Notes	Red accent when > 0. Drill through → Renewals / Overdue.
Source	Salesforce

Agent Metrics (secondary)

Win Rate #

Formula	`Closed Won ÷ (Closed Won + Closed Lost)`
Target	80%

Automated Resolution #

Formula	`Auto-triggered Wins ÷ Closed Won`
Target	50%

Response Rate #

Formula	`Triggered with inbound reply ÷ Triggered`
Target	60%

Avg Reminders / Deal #

Formula	`Total reminders ÷ Triggered opps`

Avg Emails to Close #

Formula	`Avg(TotalMailSent) over Closed Won`

Conversation Quality #

Formula	`Avg(ConversationScore) over scored opps`
Scale	0–10

Last updated: 2026-04-23 · Source: docs/metric-definitions.md