Exception Performance report

How can it help me?

The Exception Performance report displays a heat map of at risk and failing markets during the last 50-day rolling period.

The report uses preset thresholds to highlight which trade lanes are blocked owing to failed deliveries or which have other exception statuses and are at risk.

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

You can use the report to:

  1. Detect where markets have blocked trade lanes. You do this by clicking on failing countries (highlighted in red) and seeing which of the trade lanes in those countries have unacceptable amounts of failed deliveries. The Transport Manager can then decide whether a change of carrier is required for the trade lanes in question.

  2. Step through orders in a failing market (highlighted in amber) that, without intervention, are unlikely to proceed onwards to delivery. Customer Service Operatives do this by drilling through to the Exception Details tab.

How might I use it?

Let us say that you were concerned about the number of exceptions during Black Friday week. You might select the Manifest Date Range shown in the video and select 'at risk' markets from the heat map as indicated.

The final action is to drill through to the individual packages in the selected trade lane:

Interacting with the heat map

The heat map highlights (in red) territories with possible blocked trade lanes:


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

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


The Exception Details tab is on the right of the main Exception Performance Report tab - refer to Drilling through to the Exception Details tab.

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. Therefore, the map shows the performance of the lowest denominator so that Customer Service Operatives have a simplified view.

The preset thresholds are 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 highlighted 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 highlighted in amber.

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

Trade Lane definitions

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.

Drilling through to the Exception Details tab

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: