Measuring KPIs like Response Times for Shared Mailboxes
Shared mailboxes are not CRM systems. However, many Microsoft 365 tenants use shared mailboxes to handle customer queries and then want to measure KPIs such as agent responsiveness to customer queries or the number of queries handled per agent in a month. As explored in this article, it’s possible to use the Microsoft Graph and PowerShell to extract some KPI-like data from shared mailboxes. https://office365itpros.com/2026/03/05/shared-mailbox-kpi/
Best practice for permanent KPI tracking in Viva Goals
Hello, We adopted OKR and Viva Goals for annual and quartely objective tracking. However, we would like to integrate our general/permanent KPIs into Viva Goals (KPIs that may or may not curently be tied to an OKR). I saw the feature allowing a Key Result to be pinned to the KPI dashboard, not all my KPIs already exist as a Key Result, or maybe the Key Result is for a specific period (quartely) and the KPI is permanent/annuel. Also I need a view of my KPI for "all company" and the "pin to KPI" doesn't work for multi-teams views. How is everyone managing company-wide, permanant KPI/scorecard ? I tested creating an objective named "Permanent KPIs" within the root "company" team, and KPI under it as Key Results, but this feels/looks a bit weird. I also tested setting the root "company" team as an additionnal owner of Key Results located elsewhere in Viva Goals, so they appear with the "company" view.
Regarding Tableau integration and key result target updates
Hello! Does anyody have a solution share for the following two problems: 1. When connecting to Tableau the units of the metric seem to show billion times larger. Why so? 2. Can the OKR import Excel be used to efficiently update only metric targets that already exist in Goals and have Tableau integrations set up.
Unable to invite external users to Microsoft Viva Goals
I need to share the dashboard with external users and have tried adding guest users to the Viva Goals OKRs, but they are unable to access the organization. Has anyone else encountered this issue, or can someone confirm if this feature is unavailable in Viva Goals?
How frequently does Goals automatically check-in using PowerBI results
Good day everyone I have PowerBI linked to a key result measure, and I'm wondering how often the automatic check-ins occur and where to change this if possible. There does not seem to be a pattern to it (like weekly or monthly or so). See below: The last auto-check-in was 23 days ago. Kind Regards Richard
KPI view not populating on team landing page
When I add a key result to KPI summary it is not surfacing in the KPI view. When I expand the KPI view it states 'If you have OKRs that are tracked by KPI or have added them to the KPI Summary, those KPIs will appear here'. It affects all users in my organisation therefore I am in the process of raising an incident. I wondered if anyone else was experiencing the same and if this is a known issue? Thanks.OKRs vs KPIs
Many organisations have set up existing KPIs that help them to track the state of key measures across their organisation, with these either being transparent to all or shared at regular townhalls. The temptation would be to use these in their entirety within Viva Goals to power the key results of your OKRs but that would be a mistake. One of the super powers of OKRs is to have Focus and to share that Focus from the strategy of the organisation at the top down to each level. Empowering each layer in an organisation to define their own metrics for success for the top level objective brings a more personal goal that is aligned to what the organisation is striving to achieve. You can read more about my thoughts on this in a recent article I shared through Reworked - Why You Need Both OKRs and KPIs (reworked.co). What have you done in your organisation
Status and Progress not rolling up
Hey there, Very new to Viva Goals and have been playing around. I have 1 test objective with 1 key result and 2 actions aligned underneath. I've closed the 2 actions as 100% complete and status as closed. The progress of the key result and the objective didn't update after I did that. I thought the behavior is that is would roll up...since the 2 actions are done, wouldn't that update the key result and the objective? Or do I need to go into component and update separately? Appreciate any guidance!
