Exception Performance report

Objective of the report

The objective of the Exception Performance report is to provide a heat map of 'at risk' and failing markets and allow Customer Service Operatives to step through orders that, without intervention, are unlikely to proceed onwards to delivery.

Using preset thresholds, the report uses 50-day transactional data to highlight which trade lanes are blocked owing to failed deliveries or which have other exception statuses. By drilling through to specific orders in a trade lane, you can display them in a separate Exception Details tab and then pinpoint deliveries that require inspection and/or intervention,

The report allows you to slice the data by warehouse, carrier, carrier service, parcel weight, parcel volume, ISO week, service group and market.

Definitions used in the report

The heat map on the Exception Performance report shows those territories that have more than a set percentage of exceptions, and highlights in red possible blocked trade lanes.

The map is interactive, and you so you can click on a failing territory to display its trade lanes below the map.


In the above example, the Indian market has been selected, as it has more than 3% of 'exceptions'.


Click here for details of the Exception Details tab shown to the right of the main Exception Performance Report tab.

The definition of ‘exceptions’ for the purposes of the KPIs (Key Performance Indicators) is a combination of both the Exceptions and Failures categories.

The logic of the heat map is that, if a particular trade lane is failing a set SLA threshold, then the entire country is highlighted in red or amber (regardless of whether the overall SLA level is being met at a destination market level). Therefore, the map shows the performance of the lowest denominator so that Customer Service Operatives have a simplified view.

The KPIs are defined as follows:

  • Where a destination market has less than 1.5% of the total number of manifested parcels categorised as exceptions, then the country is displayed in green.

  • Where the destination market has between 1.5% and 3% of the total number of manifested parcels categorised as exceptions, then the country is displayed in amber.

  • Where the destination market has more than 3% of the total number of manifested parcels categorised as exceptions, then the country is displayed in red.

Trade Lane

For each selected trade lane, values are supplied in the following columns:

  • Parcel Count

    The total number of parcels manifested within the criteria set by the switches.

  • Tracked

    Those parcels for which at least one tracking scan has been received from the carrier. Where tracked services are used exclusively by the carrier, this value is expected to be identical to the Parcel Count.

  • Exceptions

    Parcels for which the current tracking status falls into one of the following tracking event groups:

    Address Query, Cancelled, Collection Failed, Customer Identification Failed, Damaged, Delayed, Delayed Not Provider, Delivery Refused Held, Held by Export Customs, Held by Import Customs, Incorrect Declaration, Not Yet Received, Received without Electronic Advice, Refused by Recipient, Misroute, Mis-Sorted, No Access to Destination Address, and Return to Sender.


    The parcels are usually still eligible for delivery completion within the guaranteed delivery window if the exceptions are resolved.

  • Failures

    Parcels that are blocked and unlikely to complete delivery within the guaranteed delivery window. The status events in this category include:

    Undeliverable, Lost, Partial Delivery, Not Delivered.

If you hover over a trade lane, or any of the columns listed above, you will see the Drillthrough link that takes you to the Exception Details tab, e.g.



For the Keep Only and Exclude options that are displayed when you hover over the filter, refer to the Keep Only/Exclude switch.

Exception Details

This tab allows you to view the parcels selected on the heat map or in one of the trade lane columns. The Event Provider Descriptions on the right allow you to see the reason for the associated orders being categorised as exceptions or failures:


You can use the Order Numbers and Consignment Codes on the left of the tab to identify the packages in Metapack Delivery Manager.

The default is to display both exceptions and failures together, but the switch in the top right hand corner of the tab allows you select just Failures or just Exceptions:


Use cases

  1. Detect where markets have blocked trade lanes.

    The Transport Manager can use the report to click on failing countries (highlighted in red) and determine which of the trade lanes in those countries have unacceptable amounts of failures. If drilling through to parcels in a trade lane indicates a trend (e.g. a preponderance of lost parcels), then this may indicate that a change of carrier is required.

  2. Find the parcels in an exception status so that they can be actioned.

    Customer Service Operatives responsible for particular markets can drill through to the parcels in an exception status in those markets. They can view the shipments manifested in the previous day or week by adjusting the Manifest Date Range. Reviewing the parcels with a Failed status will allow the Operatives to either replace the shipments or manage consumer expectations.