ERM Partner Scorecard

The ERM Partner Scorecard provides a centralized view of trading partner performance based on your service-level agreements (SLAs), helping you spot trends, manage risks, and improve operations. ERM Partner Scorecard includes reports tailored to the ERM modules for which you’re licensed, as listed below.

Partner Scorecard Reports

Partner Scorecard reports are scorecard‑specific views derived from the ERM modules enabled in your environment. Each ERM module includes a defined set of metrics, and those metrics determine which Partner Scorecard reports are available to you.

ERM Module	Reports Available
Retailer Relationship Manager	On-Time Order Acknowledgment On-Time Shipment On-Time Invoicing
Supplier Relationship Manager	On-Time Order Acknowledgment On-Time Shipment On-Time Invoicing
Shipper Relationship Manager	On-Time Freight Order Response On-Time Freight Order Shipment On-Time Freight Order Invoicing
Carrier Relationship Manager	On-Time Freight Order Response On-Time Freight Order Shipment On-Time Freight Order Invoicing

Partner Scorecard Configuration

Partner Scorecard configuration options include response time and penalty definitions. Contact Cleo Support for configuration assistance.

Partner Scorecard Columns

The Partner Scorecard is organized into columns that capture specific aspects of partner performance, including SLA adherence, financial risk, and statistical breakdowns of actual completion times.

Column descriptions

Column

Description

Missed

The number of SLAs missed within the selected timeframe.

%Missed

The percentage of SLAs missed of the total number of messages processed for this metric.

Financial Risk

The potential monetary penalty to be imposed if the SLA is missed. See Track Financial Impact.

If a partner’s Financial Risk is defined using multiple currencies, the value in this column will be underlined and marked with an asterisk (*). Hovering over the value will display all associated currency values in a pop-up window.

Met

The percentage of SLAs met of the total number of messages processed for this metric.

%Met

The percentage of SLAs met of the total number of messages processed for this metric.

Target

The fallback target to be used for processing if there is no explicit date/time target specified in the Order.

Actual

Several statistical values that provide a snapshot of SLA performance, including:

Statistic	Description
Min	The shortest time it took to complete the SLA. This helps identify best-case performance scenarios.
Max	The longest time it took to complete the SLA. This helps identify worst-case performance and potential delays.
Avg	The average time (arithmetic mean) to complete the SLA.
Variability	A statistical measure (standard deviation) of how much the SLA completion times vary from the average. A high value indicates inconsistent performance, while a low value indicates more stable, predictable behavior.

Summary Row

The Summary Row contains totals for each column except for %Missed and %Met. These summary values are calculated by taking the total number of Missed or Met SLAs and dividing by the total number of transactions.

Using Partner Scorecard

This section focuses on using the Partner Scorecard in CIC Cockpit. It explains how to access the scorecard, review partner performance using available views, and drill down into detailed performance dashboards for individual partners.

Accessing Partner Scorecard

This section explains how to access the Partner Scorecard and select an available report.

Navigate to Activity > Partners. The Message Volume report is displayed by default.
Select one of the Partner Scorecard reports from the list at the top of the page.
The Partner Scorecard data is displayed.

Viewing Partner Scorecard Data

The Partner Scorecard can be displayed in either List view or Tile view. The difference is how the information is laid out and what it helps you focus on.

You can switch between List view and Tile view using the view selector buttons on the Partner Scorecard page.

List View

List view displays Partner Scorecard data in a table, with one row per partner and columns for each SLA performance metric.

Use List view when you want to:

Compare performance across many partners at once.
Review detailed SLA metrics side by side.
Sort or filter partners based on specific values, such as %Missed or Financial Risk

Tile View

Tile view displays each partner as an individual tile that highlights key performance and risk information.

Use Tile view when you want to:

Identify underperforming or high-risk partners.
Get a high‑level snapshot of partner performance.
Decide which partners need a closer look.

Drilling down into Partner-specific Performance Dashboards

You can access the Partner Scorecard Dashboard for any partner with configured SLAs. Each dashboard features a time-based bar graph and a corresponding data table. See Partner Scorecard Drill Down data.

From the Partner Scorecard, click the name of a partner to display performance dashboard data for that partner.
For the report type selected when you opened the Partner Scorecard, you see a time-based graph and corresponding data for the selected Partner. Data for missed SLAs is displayed by default. In the example below, you see all the data for missed SLAs for On-Time Acknowledgements for Acme.
Click the button in the middle top of the graph to see data corresponding to SLAs that have been met.
You can click on the bars in the graph to filter the table data on the corresponding time period.

Partner Scorecard Drill-Down data

When you drill down into the Partner Scorecard, the displayed data depends on the selected metric. The following columns are available in drill‑down views.

Column	Description
Order/ Invoice	The column title changes based on the metric selected. Click a link from the list to open the corresponding Order or Invoice on the Activity > Messages Details page. See Viewing Message Details.
Order Amount/ Invoice Amount	The column title changes based on the metric selected. The monetary value of the Order or Invoice.
Time	The timestamp indicates when the SLA was marked as Met or Missed. For a Met SLA, it reflects the time the SLA was fulfilled. For a Missed SLA, it reflects the point when the target timeframe expired.
Acknowledgement/ Shipment/ Shipment Notice	The column title changes based on the metric selected. Click a link from the list to open the corresponding Acknowledgement, Shipment, or Shipment Notice on the Activity > Messages Details page. See Viewing Message Details.
Financial Risk/ Amount Saved	The column title changes based on whether you select the Missed or Met button at the top center of the graph. For charts displaying data for Missed SLAs, this column represents the potential monetary penalty to be imposed if the SLA is missed. See Track Financial Impact. If a partner’s Financial Risk is defined using multiple currencies, the value in this column will be underlined and marked with an asterisk (*). Hovering over the value will display all associated currency values in a pop-up window. For charts displaying data for Met SLAs, this column represents the money saved by meeting the SLA commitment.
Issue	Issue associated with the flow for that specific SLA. Click a link from the list to display that Issue on the Activity > Issue page.
Target	The fallback target to be used for processing if there is no explicit date/time target specified in the Order.
Actual	The actual time it took to complete the SLA, whether it was met or missed.
Delta	The difference between the Target time and the Actual time.

Partner Scorecard Reports

Partner Scorecard Configuration