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Org Health Monitor

KPI Monitoring
checking NR…
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Overall API Health
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KPIs On Target
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Active Alerts
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Failing Endpoints
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Auto-Resolved
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NEO API
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ServiceNow
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Connect+
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JIRA
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AWS+CapCloud
AI Insight
KPI Snapshot — Last 24 Hours
Pick a brand to load KPIs

🔔 Active Alerts

"At Fire" = value when alert triggered  ·  "Current" = latest polled value (1h window)  ·  KPI cards show the selected rolling average

No active alerts

One shared Capillary ServiceNow connection used across all orgs — not specific to this brand.

🔴 Top Failing Endpoints

Pick a brand to see error breakdown

⏱️ Endpoint Performance

Pick a brand to see endpoint performance

📋 BRD vs SDD Gap Analysis

Pick a brand to see BRD vs SDD coverage.
Connecting to New Relic…

Thresholds

Per-brand overrides. Blank = use default.

⚙ API Alert Invoke to Client Team
APIs to monitor for client alerts (internal team always sees every breaching endpoint)
⚡ NEO Endpoint Alerts

Alert Recipients

Emails notified when this org breaches a threshold.

This org

No recipients configured for this org.

Alerts fall back to a global default list when an org has no recipients configured here — that shared list is managed by the backend team directly, not from this page.

Organization Health Score — Breakdown
How each KPI contributes to the overall score
KPI Severity Value Target Status In Score? Calculation
Counted — KPI has data and is included in denominator  ·  Excluded — No New Relic data; excluded from score

Organization Health Score — Scoring Strategy

How the score is calculated (v2)
Score = (Σ severity-weight × status-credit) ÷ (Σ severity-weight) × 100

Only KPIs with a defined threshold are counted, and each is weighted by its severity — a P0 KPI (e.g. sale transaction success) moves the score far more than a P3 counter. Green = full credit, Amber = half credit, Red = no credit — a slow drift and a hard outage are no longer scored identically.

What changed from v1: KPIs returning "No data" used to be dropped from the denominator, so an org reporting just one KPI — green — could score 100. They now count as coverage gaps: the score still only reflects KPIs actually reporting, but a confidence figure (reporting ÷ eligible KPIs) is shown alongside it, and scores built from fewer than half the eligible KPIs are flagged low confidence rather than shown as a clean number.

KPI status thresholds
Green — Meeting target (full credit)
Value fully meets the configured threshold (e.g. success rate ≥ 99%).
Amber — Within 10% of target (half credit)
Value misses the target but stays within a 10% margin (warning zone). Counts as a partial hit, not a full failure.
Red — Breaching target (no credit)
Value exceeds the 10% margin. Triggers an alert and earns no credit toward the score.
Unknown — No data (coverage gap)
New Relic returned no data for this KPI in the selected time range. Excluded from the score itself, but counted against confidence.
Score health bands
≥ 80% Healthy — most KPIs on target
50–79% At Risk — several KPIs degraded
< 50% Critical — majority of KPIs failing

A band only means what it says when confidence is high. A "Healthy" score flagged low confidence means too few KPIs reported to trust it — treat it as unknown, not good.

JIRA Score — Scoring Strategy

How the score is calculated
Score = (SLA Compliance % ÷ 10) − 1.5 × Open P0 − 0.5 × Open P1

Based on this brand's tickets in the cached Jira snapshot (project PSV). SLA compliance covers tickets resolved in the last 30 days; the P0/P1 penalty applies to tickets that are open right now — so an active critical backlog can't hide behind a good historical compliance rate. Clamped to 0–10.

This brand's numbers

Select a brand to see its breakdown.

Score bands
≥ 8.0 Healthy — SLA on track, no open criticals
5.0–7.9 At Risk — SLA slipping or a critical ticket open
< 5.0 Critical — poor SLA compliance and/or multiple open criticals

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