Understanding the CRM Warehouse Delivered Discoverer Reports

This chapter discusses the delivered Discoverer reports for the CRM Warehouse.

Delivered Report Content for the CRM Warehouse

PeopleSoft delivers the CRM Warehouse Discover reports with the Discoverer End User Layer (EUL). Reports, or “worksheets,” are grouped by workbooks. This chapter provides detailed information about the Discoverer reports delivered with the CRM Warehouse, listed by subject area (workbook).

PeopleSoft CRM Warehouse Discoverer reports are grouped by the following subject areas:

• Marketing

• Sales

• Segment

• Service

See Oracle Business Intelligence Discoverer Plus User's Guide

See Also

Performance Management Warehouse CRM Dimensions

Performance Management Warehouse CRM Facts

Performance Management Warehouse Shared Dimensions

appendix “ Sample Discoverer Reports”

Understanding Report Content

This section describes terms that describe the report content included in the Discoverer reports chapters.

Each subject area will deliver one workbook, consisting of worksheets, one for each report. The report names in this section are listed in the format of [workbook name] - [worksheet name].

Marketing Delivered Discoverer Reports

PeopleSoft provides the following Marketing Discoverer reports, which are grouped in the Marketing workbook:

• Campaign Summary

• Product Affinity

• Dynamic Content

• Email Summary

• Online Answer

• Web Link

• Web Page Detail

Campaign Summary Report

The Campaign Summary report is a marketing summary report that details marketing program and activity performance. Marketing activity performance is analyzed in three ways: by the marketing program, the channel through which the campaign took place, and finally by the audience it had targeted.

With this report you can answer business questions such as “what is the profitability of a marketing campaign program, How many leads are generated from a specific marketing campaign program, an soon on.”

This section discusses the elements in the Campaign Summary report.

Report Content

This table lists the content in the Campaign Summary report

Filter Elements

This table lists the filter element in the Campaign Summary report:

Additional Features

This section describes the additional analysis features in the Campaign Summary report:

Drillable items:

• Snapshot Date

• Marketing Program

• Marketing Channel

• Audience

Product Affinity Report

The Product Affinity report provides a summary report of product correlation within a sales order. This relationship describes which other products could be sold with the product that the customer is buying at the moment of sale.

With this report you can answer business questions such as “Are there any correlation in the sales pattern between two specific products?”

This section discusses the elements in the Product Affinity report.

Report Content

This table lists the content in the Product Affinity report:

Filter Elements

There are no filter elements in the Product Affinity report.

Additional Features

This section describes the additional analysis features in the Product Affinity report:

Drillable Item hierarchies:

• Product

• Correlated Product

Dynamic Content Report

The Dynamic Content report provides information about which dynamic content was sent to the target audience. Dynamic content provides the user the ability to dynamically shift through different contents within the same page.

With this report you can answer business questions such as “which dynamic content received the most number of respondents?”

This section discusses the elements in the Dynamic Content report.

Report Content

This table lists the content in the Dynamic Content report:

Filter Elements

There are no filter elements in the Dynamic Content report.

Additional Features

This section describes the additional analysis features in the Dynamic Content report:

Drillable items:

• Dialog

• Document Content

• Document Content Section

Email Summary Report

The Email Summary report provides a summary of online dialog results with statistics about the number of offers made and responses received, organized by action and audience.

With this report you can answer business questions about the effectiveness of an email program or campaign.

This section discusses the elements in the Email Summary report.

Report Content

This table lists the content in the Email Summary report:

Filter Elements

There are no filter elements in the Email Summary report.

Additional Features

This section describes the additional analysis features in the Email Summary report:

Drillable items:

• Audience

• Action

Online Answer Report

The Online Answer report displays information about responses submitted to choice questions in a Web document. For each Web page that contains a choice question, the report shows the responses from each audience.

With this report you can answer business questions such as “how many people who clicked on the questions actually provided a response?”

This section discusses the elements in the Online Answer report.

Report Content

This table lists the content in the Online Answer report:

Filter Elements

There are no filter elements in the Online Answer report.

Additional Features

This section describes the additional analysis features in the Online Answer report:

Drillable items:

• Audience

• Document Choice

Web Link Report

The Web Link report measures performance of all Web links in an online dialog, as well as links in regular email and Web documents.

With this report you can answer business questions such as “what was the response rate or effectiveness of this particular link?”

This section discusses the elements in the Web Link report.

Report Content

This table lists the content in the Web Link report:

Filter Elements

There are no filter elements in the Web Link report.

Additional Features

This section describes the additional analysis features in the Web Link report:

Drillable Item hierarchies:

• Dialog

• Visual Content Web Link

• Visual Content Format

Web Page Detail Report

The Web Page Detail report presents customer visits and data submission by online (web) dialog page.

With this report you can answer business questions such as “what is the total number of visitors for a given web page?”

This section discusses the elements in the Web Page Detail report.

Report Content

This table lists the content in the Web Page Detail report:

Filter Elements

There are no filter elements in the Web Page Detail report.

Additional Features

This section describes the additional analysis features in the Web Page Detail report:

Drillable items:

• Action

• Audience

• Dialog

Sales Delivered Discoverer Reports

PeopleSoft provides the following Sales reports, which are grouped in the Sales workbook:

• Opportunity Fallout

• Forecast Analysis

• Lead Management

• Lead Management (Industry)

• Order Capture Revenue

• Customer Acquisition

• Quota Analysis

• Quote Analysis

• Pipeline By Item

• Weighted Pipeline Trending Analysis

• Pipeline By Customer Organization

• Pipeline By Sales Rep

Opportunity Fallout Report

The Opportunity Fallout report enables sales management to analyze the characteristics of opportunities that they have lost to the competition.

With this report you can answer business questions such as “how much revenue, by customer, was lost for a particular campaign?”

This section discusses the elements in the Opportunity Fallout report.

Report Content

This table lists the content in the Opportunity Fallout report:

Filter Elements

This table lists the filter element in the Opportunity Fallout report:

Additional Features

This section describes the additional analysis features in the Opportunity Fallout report:

Drillable items:

• Snapshot Date

• Sales Rep

• Customer

• Segment

Forecast Analysis Report

The Forecast Analysis report enables sales management to view forecast information in various ways and to look at it with different filters to get different perspectives on the performance of their organization.

With this report you can answer business questions such as “how close did revenue for a specific product come to the forecast of revenue for that product?”

This section discusses the elements in the Forecast Analysis report.

Report Content

This table lists the content in the Forecast Analysis report:

Filter Elements

This table lists the filter element in the Forecast Analysis report:

Additional Features

This section describes the additional analysis features in the Forecast Analysis report:

Drillable items:

• Snapshot Date

• Product

• Customer

• Segment

Lead Management Report

The Lead Management report enables sales and marketing managers to evaluate the quality of leads, quantity of leads, and the responsiveness of the sales organization to new leads.

With this report you can answer business questions such as “what was the conversion rate from prospect to sale for a particular salesperson?”

This section discusses the elements in the Lead Management report.

Report Content

This table lists the content in the Lead Management report:

Filter Elements

There are no filter elements in the Lead Management report.

Additional Features

This section describes the additional analysis features in the Lead Management report:

Drillable items:

• Lead Source

• Lead Owner

• Segment.

Lead Management (Industry) Report

The Lead Management (Industry) report enables sales and marketing managers to evaluate the quality of leads, quantity of leads, and the responsiveness of the sales organization to new leads by industry.

With this report you can answer business questions such as “how many hot leads for x industry were converted to orders?”

This section discusses the elements in the Lead Management (Industry) report.

Report Content

This table lists the content in the Lead Management (Industry) report:

Filter Elements

There are no the filter elements in the Lead Management (Industry) report.

Additional Features

This section describes the additional analysis features in the Lead Management (Industry) report:

Drillable items:

• Lead Source

• Lead Owner

• Segment

• Industry

Order Capture Revenue Report

The Order Capture Revenue report allows managers to understand the overall state of revenue by quotes and orders.

With this report you can answer business questions such as “how many orders are captured within a specified geographical region?”

This section discusses the elements in the Order Capture Revenue report.

Report Content

This table lists the content in the Order Capture Revenue report:

Filter Elements

There are no filter elements in the Order Capture Revenue report.

Additional Features

This section describes the additional analysis features in the Order Capture Revenue report:

Drillable items:

• Order Capture Date

• Marketing Channel

• Sales Rep

• Product

• Order Capture Source

Customer Acquisition Report

The Customer Acquisition report enables sales management to analyze the quality of their pipeline for new orders.

With this report you can answer business questions such as “who do we need to focus on for next quarter sales?”

This section discusses the elements in the Customer Acquisition report.

Report Content

This table lists the content in the Customer Acquisition report:

Filter Elements

This table lists the filter element in the Customer Acquisition report:

Additional Features

This section describes the additional analysis features in the Customer Acquisition report:

Drillable items:

• Snapshot Date

• Sales Rep

• Customer

• Segment

Quota Analysis Report

The Quota Analysis report analyzes the level of accomplishment of the sales organization relative to quota attainment.

With this report you can answer business questions such as “How much revenue does a particular sales rep generate?”

This section discusses the elements in the Quota Analysis report.

Report Content

This table lists the content in the Quota Analysis report:

Filter Elements

There are no filter elements in the Quota Analysis report.

Additional Features

This section describes the additional analysis features in the Quota Analysis report:

Drillable items:

• Snapshot Date

• Sales Rep

Quote Analysis Report

The Quote Analysis report provides analysis of the sales organization’s quotes by territory, industry, and customer.

With this report you can answer business questions such as “How much discount does a particular region gives on making their deals?”

This section discusses the elements in the Quote Analysis report.

Report Content

This table lists the content in the Quote Analysis report:

Filter Elements

There are no filter elements in the Quote Analysis report.

Additional Features

This section describes the additional analysis features in the Quote Analysis report:

Drillable items:

• Region

• Order Date

• Industry

• Customer

• Product

• Marketing Activity

• Marketing Channel

Pipeline by Item Report

The Pipeline by Item report displays the total item price and weighted total item price by inventory items.

With this report you can answer business questions such as “What is the price for a specific inventory item on a specified date?”

This section discusses the elements in the Pipeline by Item report.

Report Content

This table lists the content in the Pipeline by Item report:

Filter Elements

This table lists the filter elements in the Pipeline by Item report:

Additional Features

This section describes the additional analysis features in the Pipeline by Item report:

Drillable items:

• Snapshot Date

• Inventory Item

Weighted Pipeline Trending Analysis Report

The Weighted Pipeline Trending Analysis report displays the weighted pipeline trending based on the multiple snapshot dates selected by users.

With this report you can answer business questions such as “What is the opportunity weighted revenue for a particular date?”

This section discusses the elements in the Weighted Pipeline Trending Analysis report.

Report Content

This table lists the content in the Weighted Pipeline Trending Analysis report:

Filter Elements

This table lists the filter elements in the Weighted Pipeline Trending Analysis report:

Additional Features

This section describes the additional analysis features in the Weighted Pipeline Trending Analysis report:

Drillable items: Snapshot Date.

Pipeline By Customer Organization Report

The Pipeline By Customer Organization report displays the top ten customer organizations based on the weighted pipeline as of a snapshot date.

This section discusses the elements in the Pipeline By Customer Organization report.

Report Content

This table lists the content in the Pipeline By Customer Organization report:

Filter Elements

This table lists the filter elements in the Pipeline By Customer Organization report:

Additional Features

This section describes the additional analysis features in the Pipeline By Customer Organization report:

Drillable items:

• Snapshot Date

• Company Name

Pipeline By Sales Rep Report

The Pipeline By Sales Rep report displays the pipeline (opportunity) and weighted pipeline (weighted opportunity) revenue by sales rep as of a snapshot date

This section discusses the elements in the Pipeline By Sales Rep report.

Report Content

This table lists the content in the Pipeline By Sales Rep report:

Filter Elements

This table lists the filter elements in the Pipeline By Sales Rep report:

Additional Features

This section describes the additional analysis features in the Pipeline By Sales Rep report:

Drillable items:

• Snapshot Date

• Sales Representative

Segment Reports

PeopleSoft provides the following Segment reports, which are grouped in the Segment workbook:

• Customer Acquisition

• Segment Migration

• Customer Segment

Customer Acquisition Report

The Customer Acquisition report provides insight into what activities drive new customers and includes profile information on these new customers. In this context activities mean the number of orders acquired and the number of customers acquired.

With this report you can answer business questions such as “How many orders are acquired for a given geographical region?”

This section discusses the elements in the Customer Acquisition report.

Report Content

This table lists the content in the Customer Acquisition report:

Filter Elements

There are no filter elements in the Customer Acquisition report.

Additional Features

This section describes the additional analysis features in the Customer Acquisition report:

Drillable items:

• Business Unit

• Marketing Channel

• Segment

Segment Migration Report

The Segment Migration report provides insight into the number of customer movements between the defined customer segments.

This section discusses the elements in the Segment Migration report.

Report Content

This table lists the content in the Segment Migration report:

Filter Elements

There are no filter elements in the Segment Migration report.

Additional Features

This section describes the additional analysis features in the Segment Migration report:

Drillable items: Segment

Customer Segment Report

The Customer Segment report enables provides insight into marketing activities and sales pipeline for key customer segments.

With this report you can answer business questions such as “What is the number of leads for a particular customer segment?”

This section discusses the elements in the Customer Segment report.

Report Content

This table lists the content in the Customer Segment report:

Filter Elements

There are no filter elements in the Customer Segment report.

Additional Features

This section describes the additional analysis features in the Customer Segment report:

Drillable items: Segment.

Service Delivered Discoverer Reports

PeopleSoft provides the following Service Discoverer reports, which are grouped in the Service workbook:

• Case Throughput

• Related Transactions Analysis

• Knowledge Gap Analysis

• Call Effectiveness

• Agent Productivity

• Entitlement Management

• Contact Center Volume

Case Throughput Report

The Case Throughput report provides a summary template that enables the user to measure top operational measures for a contact center operation.

With this report you can answer business questions such as “how many cases were reopened by which customer?” or “what is the case load by customer by priority?”

This section discusses the elements in the Case Throughput report.

Report Content

This table lists the content in the Case Throughput report:

Filter Elements

This table lists the filter element in the Case Throughtput report:

Additional Features

This section describes the additional analysis features in the Case Throughput report:

Drillable items:

• Customer

• Provider Group

• Agent Name

• Case Priority

Related Transaction Report

The Related Transaction Analysis report allows a call center manager to analyze the path of a case and determine the number of related objects that were necessary for an effective resolution. This provides information as to how many other departments were engaged in solving a single incident. It also tracks the cases that were due to a product defect, cases whose resolution resulted in a sales lead, or cases whose resolution resulted in an actual product order.

With this report you can answer business questions such as “What is the total number of defective cases for a particular agent?”

This section discusses the elements in the Related Transaction report.

Report Content

This table lists the content in the Related Transaction report:

Filter Elements

There are no filter elements in the Related Transaction report.

Additional Features

This section describes the additional analysis features in the Related Transaction report:

Drillable items:

• Customer

• Agent

Knowledge Gap Analysis Report

The Knowledge Gap Analysis report indicates the effectiveness of the solutions in the knowledge base (solution advisor) based on the number of cases solved by users reading that knowledge base. Also shown are the numbers of new articles or solutions generated by the use of the Knowledge base.

With this report you can answer business questions such as “What is the number of new solution for a given solution library?”

This section discusses the elements in the Knowledge Gap Analysis report.

Report Content

This table lists the content in the Knowledge Gap Analysis report:

Filter Elements

There are no filter elements in the Knowledge Gap Analysis report.

Additional Features

This section describes the additional analysis features in the Knowledge Gap Analysis report:

Drillable Item hierarchies: Solution Library

Call Effectiveness Report

The Call Effectiveness report enables contact center management to determine the overall effectiveness of their call operation, including the system capabilities for automating interactions. For example this report gives the duration of call time and wait time. If these are too high, you have a number to measure your progress.

With this report you can answer business questions such as “How many number of calls are there for a given date?” or “what was the average call length?”

This section discusses the elements in the Call Effectiveness report.

Report Content

This table lists the content in the Call Effectiveness report:

Filter Elements

There are no filter elements in the Call Effectiveness report.

Additional Features

This section describes the additional analysis features in the Call Effectiveness report:

Drillable items: Date

Agent Productivity Report

The Agent Productivity report enables supervisors and call center managers to evaluate the performance of individuals and teams.

With this report you can answer business questions such as “How many emails does an agent receive for a specified date?”

This section discusses the elements in the Agent Productivity report.

Report Content

This table lists the content in the Agent Productivity report:

Filter Elements

There are no filter elements in the Agent Productivity report.

Additional Features

Drillable Item hierarchies:

• Agent

• Date

Entitlement Management Report

The Entitlement Management summary report enables the user to view entitlement usage.

This section discusses the elements in the Entitlement Management report.

Report Content

This table lists the content in the Entitlement Management report:

Filter Elements

This table lists the filter element in the Entitlement Management report:

Additional Features

This section describes the additional analysis features in the Entitlement Management report:

Drillable Item hierarchies:

• Customer

• Agreement

• Category

• Entitlement Type

Contact Center Volume Report

The Contact Center Volume report enables contact center management to report on the volumes of calls, help understand trends, feed order numbers to forecasting, and schedule resources to manage the anticipated growth or decline.

This section discusses the elements in the Contact Center Volume report.

Report Content

This table lists the content in the Contact Center Volume report:

Filter Elements

There are no the filter elements in the Contact Center Volume report.

Additional Features

This section describes the additional analysis features in the Contact Center Volume report:

Drillable Item hierarchies: Date