Appendix: Using Interactive Reports in PeopleSoft Marketing Applications

This chapter provides an overview of interactive reports and discusses how to:

• Use interactive reports for PeopleSoft Marketing.

• Use interactive reports for PeopleSoft Telemarketing.

Understanding Interactive Reports

Interactive reports are a dynamic, interactive, high-level implementation of PeopleTools Analytic Calculation Engine (ACE). These reports do not require an analytic logic server or a separate database to store data. You can save results by exporting them to Microsoft Excel, or you can print them.

With interactive reports, you can view transactional data in multidimensional online reports. To determine how information is displayed, drag dimension options onto the report grid. Data can be further filtered by selecting a single value for any dimension option.

For example, using the Campaign Performance Forecast Analysis interactive report, you can analyze campaign performance for all campaigns, for a single campaign, for all campaigns and all activities, for a single campaign and all activities, or for a single campaign and a single activity, among other options. Some interactive reports also enable you to perform what-if scenarios.

While interactive reports are interactive, the communication between interactive reports and the PeopleSoft CRM database is one-way. The changes that you make on an interactive report do not affect data in the database. Interactive reports appear in separate windows. You cannot transfer from an interactive report to a component to access data. In PeopleSoft Marketing, user roles and access profiles control access to forecasts and thereby to interactive reports.

PeopleSoft marketing applications provides seven interactive reports:

• Campaign Performance Forecast Analysis (PeopleSoft Marketing).

• Dialog Performance Forecast Analysis (PeopleSoft Marketing)

• Dialog Survey Report (PeopleSoft Marketing)

• Lead Acceptance (PeopleSoft Telemarketing).

• Lead Quality (PeopleSoft Telemarketing).

• Sales Effectiveness (PeopleSoft Telemarketing).

• Sales Conversion Rate (PeopleSoft Telemarketing).

Note. You must have Microsoft Internet Explorer 5.1 or higher to access interactive reports.

See Also

Using Interactive Reports

Using Interactive Reports for PeopleSoft Marketing

This section discusses how to:

• View key performance measurements.

• Perform what-if scenarios.

• Establish assumptions.

Page Used to Use Interactive Reports for PeopleSoft Marketing

Viewing Key Campaign Performance Measurements

Access the Campaign Performance Analysis page.

View key measurements of campaign performance in one report. By changing the dimensions, you can view results from various angles.

Results Measured

The page measures:

• Audience size.

• Number of leads.

• Number of opportunities.

• Number of customers.

• Response rate.

• Conversion rate.

• Campaign cost.

• Gross revenue.

• Gross profit.

Available Dimensions

Results can be measured by:

• Rollup

• Campaign.

• Activity.

• Channel.

Performing What-If Scenarios

Access the Campaign Forecasting Analysis page.

Perform what-if scenarios using actual and projected campaign results. You can create and save multiple scenarios to test different assumptions.

Results Measured

The Campaign Forecasting Analysis page measures actual performance against projected results for:

• Audience size.

• Projected audience size.

• Response rate.

• Projected response rate.

• Conversion rate.

• Projected conversion rate.

• Projected number of leads.

• Projected number of customers.

• Projected total cost.

• Projected revenue.

• Projected profit.

Available Dimensions

Results can be projected by:

• Campaign.

• Activity.

• Channel.

• Roll up campaign.

Establishing Assumptions

Access the Assumptions page.

Establish values for three factors:

• Unit campaign cost.

• Unit acquisition cost.

• Revenue per customer.

These values are used to project costs and revenues relative to real or projected results.

Available Dimensions

Results can be projected by:

• Campaign

• Activity

• Roll Up Campaign

Viewing Dialog Performance Measurements

Access the Dialog Performance/Forecast Analysis page.

View key measurements of dialog performance in one report. By changing the dimensions, you can view results from various angles.

The report has two tabs: Reach and Response

Results Measured

The Reach page measures:

• Audience count.

• Projected count.

• Hard bounces.

• Soft bounces.

• Unknown bounces.

• Percent bounces.

• Projected percent bounces.

• Projected bounced.

• Queued.

• Expired.

• Reach delivered.

• Reach projected delivered.

• Opened.

• Open rate percent.

• Reopened.

• Clickthrough.

• Clickthrough rate percent.

• Projected CTR percent.

• Projected percent response.

Note. The Open Rate percentage for emails is calculated based on the number of Opened divided by the number of Reach (those emails that were delivered, with no bounces included). For Opened and Reopened, only email in HTML format is tracked (using a 1x1 clear pixel image embedded in the email). When emails are opened multiple times, the Reopen value will reflect each subsequent opening after the first (for example, if an email is opened three times, it will show Opened as 1 and Reopened as 2). Be aware that the Reopened results might not be accurate if the user's email client (for example, Microsoft Outlook) caches the email content.

The Response page measures:

• Response count.

• Projected response count.

• Visits.

• Visitors.

• Projected visitors.

• Percent response.

• Projected percent response.

• Submitters.

• Projected submitters.

• Percent submitters.

• Projected percent submitters.

• Percent complete.

Available Dimensions

Results can be projected by:

• Activity (Action)

• Audience

Viewing Survey Reports

To view survey reports, use the System Process Requests (PRCSMULTI) component.

Access the Dialog Survey Report page.

The Dialog Survey Report displays survey summary results. The default dimension displayed is All_Contacts. Note that the survey data selected for the report will only include the last survey instance of each case.

To run a new survey report, you must enter the relevant business unit, dialog name (only dialogs in Live state are available for selection), and the date range in which the survey was submitted.

Note. If you will be generating Survey Reports frequently, it will increase the data volume in the report table and affect report performance. Starting a daily-based report data purge process will help to maintain the Survey report generation performance. To do this, select PeopleTools, Process Scheduler, System Process Requests. Create a new Run Control ID: OLM_ACE_REPORT_PURGE, and then click Run. Select the check box for the process named RY_RPT_SV_CP and then click OK.

See PeopleSoft Enterprise CRM 9 Supplemental Installation Guide

Results Measured

This page measures the following based on question, survey status, and document name:

• Survey score: The average survey score (not a summation), depending on the level of the dimension chosen. The average can adjust for every dimension selected.

  Note. The survey score displayed per contact is an average, depending on the number of surveys sent and responded to by the contact. Also, the overall survey score displayed for all contacts is also an average of all surveys taken by all of the contacts. To view survey scores for each individual survey, refer to the Case page.

• Survey sent: The number of surveys sent to the contact.

• Incomplete survey: The number of surveys that were opened but not completed.

• Completed survey: The number of surveys completed.

• Response rate %: Calculated by Survey Sent /(Incomplete Survey + Completed Survey) * 100.

Available Dimensions

Results can be projected by:

• Assigned To

• Case ID

• Region

• Location

• Company Name

• Contact (the default dimension when the page is opened)

• Case Priority

Using Interactive Reports for PeopleSoft Telemarketing

This section discusses how to:

• View lead status.

• Evaluate lead quality.

• Measure script completion.

• Measure completed sales.

Pages Used to Use PeopleSoft Telemarketing Interactive Reports

Viewing Lead Status

Access the Lead Acceptance page.

View how many of the leads that have been passed from telemarketing agents to sales representatives have been accepted or rejected, and how many are yet to be acted upon.

Results Measured

The Lead Acceptance interactive report measures:

• Leads passed from telemarketing to sales.

• Leads accepted by sales representatives.

• Leads rejected by sales representatives.

• Leads pending (not yet accepted or rejected).

• Percent of passed leads accepted.

• Percent of passed leads rejected.

• Percent of passed leads pending.

Available Dimensions

Results can be measured by:

• Business unit.

• Campaign.

• Activity.

• Telemarketing territory.

• Telemarketing team.

• Telemarketing agent.

• Week.

Evaluating Lead Quality

Access the Lead Quality page.

Compare the quality rating of a lead as determined by the telemarketing agent with the rating determined by a sales representative. This enables you to determine if there are discrepancies between the lead quality ratings given by telemarketers versus those of sales representatives. By analyzing results using different dimensions, you can identify problems at any level.

The report does not reveal if leads are over or under rated, but only that there are differences.

Results Measured

The Lead Quality interactive report measures:

• Leads passed from telemarketing to sales

• Leads the lead quality rating determined by the telemarketing agent matches that of the sales representative.

• Percentage of passed leads were the lead quality rating matches.

Available Dimensions

Results can be measured by:

• Business unit.

• Campaign.

• Activity.

• Telemarketing territory.

• Telemarketing team.

• Telemarketing agent.

• Sales representative.

• Week.

• If the lead has been accepted or rejected by the sales representative.

Measuring Script Completion

Access the Sales Effectiveness page.

Determine if telemarketing agents are able to complete scripts during their telemarketing calls. The report measures script completion for closed calls only.

Results Measured

The Sales Effectiveness interactive report measures:

• Closed prospects.

• Percent of closed calls with scripts completed.

• Percent of closed calls with scripts partially completed.

• Percent closed calls with scripts not started.

Available Dimensions

Results can be measured by:

• Business unit.

• Campaign.

• Activity.

• Telemarketing team.

• Telemarketing provider group.

• Week.

Measuring Completed Sales

Access the Sales Conversion page.

View how many prospects transferred to order capture actually result in completed sales. The report only analyzes calls from telemarketing activities where the activity integration method is set to order capture direct or order capture indirect. Results are not measured until the call has been closed by the telemarketing agent.

Results Measured

The Sales Conversion interactive report measures:

• Closed prospects.

• Percent sale completed.

• Percent pending sale (sale not yet completed).

• Percent no sale.

Available Dimensions

Results can be measured by:

• Business unit.

• Campaign.

• Activity.

• Telemarketing team.

• Telemarketing agent.

• Week.