M01 · On track
Share of learners who are on track or completed, against the 85% target.
How it's calculated. (Completed + Green) ÷ all in-scope enrolments, including withdrawn. RAG: Green ≥85%, Amber 80–84.9%, Red <80%.
Definitions
The same words as the ? next to each number.
Glossary
- RAG status
- Red, amber or green, from the written rules. Completed and Withdrawn are separate. Colour is never the only label.
- In-scope enrolment
- An enrolment on a course included in this programme. The course filter narrows the view; it is not a risk factor.
- Active
- Still studying: not withdrawn and not completed.
- Withdrawn
- Atom learning status is withdrawn. By default these enrolments are left out of the 85% denominator. A super user can include them. The diagnostic funnel still counts them in Enrolled, and shows them beside the funnel rather than as a stage.
- Diagnostic funnel
- Enrolled, Welcomed, Engaged, On track, then Completed. Each stage includes everyone in the later stages. Days are London calendar days. Enrolled is every in-scope enrolment with an accepted date, including withdrawn. Welcomed is not withdrawn, and the welcome call is done or every unit is a pass. Engaged is welcomed, and either every unit is a pass or the last login was fewer than 10 London days ago. Login only: unit activity is not used. On track is engaged, and either every unit is a pass or RAG is Green. Completed is every unit passed, and not withdrawn. At risk and withdrawn sit beside the funnel. This On track count can be lower than the M01 numerator, for example a Green learner whose welcome call is not complete yet. That gap is expected.
- Leading vs lagging indicator
- Welcome calls, logins and deadlines are leading. Completion is lagging and arrives later.
- Backlog vs crossed today
- Backlog is everyone still over the threshold. Crossed today is exactly N days, the group that matches today's automatic email. The list can show both.
- Source (internal / external / unknown)
- Internal is BMet. External is PEARL marketing. Unknown is shown on its own and is never a risk input.
- Daily snapshot
- A 06:00 Europe/London copy of each metric. Trends can only start once snapshots exist. Sample charts use tagged sample history.
- Data as of
- The London date the figures were calculated for.
- Welcome call
- The first call after an account is created. Overdue means it is still unticked 7 or more days later.
- Ticket
- One email conversation with a learner who wrote to learnercare@.
- Open / Pending / Resolved
- Open needs a reply from us. Pending is waiting on the learner. Resolved is done, and reopens if the learner writes again.
- Assignee
- The care colleague who has taken the ticket.
- Internal note
- A note on the ticket. The learner cannot see it.
- Draft (in Outlook)
- A reply saved in learnercare@ for a person to send from Outlook. Log mode never sends.
M01b · To recover
How many more learners need to get back on track to reach 85%.
How it's calculated. 85% of all in-scope enrolments, rounded up, minus (Completed + Green). Never below 0.
M02 · Actual completion
Completion for cohorts whose course end date has passed. This is the "real" result, but it arrives late.
How it's calculated. Completed ÷ enrolments whose last unit end date is before today, including withdrawn. Lagging indicator.
M03 · Completed
Learners who have passed every unit.
How it's calculated. Count of enrolments where every unit's status is "pass".
M04 · Active
Learners still studying.
How it's calculated. In-scope enrolments that are not withdrawn and not completed.
M05 · Withdrawn
Learners who have left the course.
How it's calculated. Count where Atom learning status = withdrawn. Rate = ÷ all in-scope enrolments.
M06 · Welcome calls overdue
Active learners who haven't had their welcome call 7+ days after their account was created.
How it's calculated. Active, Atom "Welcome call complete" not ticked, and today − account-created date ≥ 7 (London dates).
M07 · Called within 7 days
How quickly new learners get their welcome call.
How it's calculated. % of learners created 8–35 days ago whose welcome call was completed within 7 days of account creation. Target ≥90%.
M08 · Median days to call
Typical wait for a welcome call.
How it's calculated. Median of (call completed date − account created date).
M09 · No login ≥10 days
Active learners who haven't logged in for at least 10 / 14 / 21 days, or have never logged in.
How it's calculated. Today − last login date ≥ N (London dates). "Crossed today" = exactly N days, which is the group that gets today's automatic email.
M10 · No login ≥14 days
Active learners who haven't logged in for at least 10 / 14 / 21 days, or have never logged in.
How it's calculated. Today − last login date ≥ N (London dates). "Crossed today" = exactly N days, which is the group that gets today's automatic email.
M11 · No login ≥21 days
Active learners who haven't logged in for at least 10 / 14 / 21 days, or have never logged in.
How it's calculated. Today − last login date ≥ N (London dates). "Crossed today" = exactly N days, which is the group that gets today's automatic email.
M12 · Never logged in
Active learners with no Atom login yet.
How it's calculated. Last login is empty. These learners are also counted in M09–M11.
M13 · Due within 5 days
Learners with a unit deadline coming up.
How it's calculated. Distinct learners with an unpassed unit whose end date is between today and today + 5 (or + 2), inclusive. (Inclusive of today pending spec Q4.)
M14 · Due within 2 days
Learners with a unit deadline coming up.
How it's calculated. Distinct learners with an unpassed unit whose end date is between today and today + 5 (or + 2), inclusive. (Inclusive of today pending spec Q4.)
M15 · Missed by 2+ days
Units 2–9 days past their deadline and not passed.
How it's calculated. Unpassed units where today − end date is 2–9. Sub-count "= 2 today" is today's email group. Shown as units and as learners.
M16 · Missed by 10+ days
Units 10 or more days overdue.
How it's calculated. Unpassed units where today − end date ≥ 10. Sub-count "= 10 today".
M17 · New starts (week)
New enrolments this week (Mon–Sun), by source.
How it's calculated. Count of in-scope enrolments accepted this week (London time), split internal / external / unknown. Same calculation as the Sunday report.
M18 · New starts to date
New enrolments since the programme started.
How it's calculated. Same as M17, counted from the programme start date.
M19 · % external
Share of new starts from PEARL marketing.
How it's calculated. External ÷ total. "Unknown" is shown separately, never folded in.
M20 · At-risk
Learners flagged Amber or Red.
How it's calculated. Count of Amber + Red (rules: see Definitions → Learner RAG status).
M21 · Recovery rate
Whether our follow-ups work.
How it's calculated. Of learners flagged on a day, % who log in, submit or get their call within 7 days.
M22 · Data freshness
How recent the numbers are.
How it's calculated. Time since the last successful Atom sync. Green ≤1 h, Amber 1–3 h, Red >3 h.
T01 · Open tickets
Learner emails waiting for a reply from us.
How it's calculated. Tickets with status Open.
T02 · Awaiting first reply
New conversations nobody has answered yet.
How it's calculated. Open tickets with no staff reply yet.
T03 · First response time
How fast we reply to learners (median, last 7 days).
How it's calculated. Median of (first staff reply − first learner message), in hours.
T04 · Oldest waiting
The longest a learner has been waiting.
How it's calculated. Clock time since the oldest learner message that still has no later staff reply. A staff reply clears the messages before it. Internal notes do not. Normal is 24 hours or less, amber is over 24 hours, and red is over 48 hours. These bands are provisional; PEARL Ops reviews them after 2 weeks of real volume.