This chapter provides an overview of interactive reports and discusses how to:
Use interactive reports for PeopleSoft Marketing.
Use interactive reports for PeopleSoft TeleSales.
Exporting dialog responses.
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 TeleSales).
Lead Quality (PeopleSoft TeleSales).
Sales Effectiveness (PeopleSoft TeleSales).
Sales Conversion Rate (PeopleSoft TeleSales).
Note. You must have Microsoft Internet Explorer 5.1 or higher to access interactive reports.
See Also
This section discusses how to:
View key performance measurements.
Perform what-if scenarios.
Establish assumptions.
Page Name |
Definition Name |
Navigation |
Usage |
Campaign Performance / Forecast Analysis |
RA_WHATIF_UPD |
Marketing, Interactive Reports, Campaign Performance Forecast or Click the Reporting button in the Marketing Toolbar |
View key measurements, perform what-if scenarios, and establish assumptions for marketing campaigns. |
Dialog Performance / Forecast Analysis |
RY_DIALOG_IR_ADD |
Marketing, Interactive Reports, Dialog Performance Forecast |
View key measurements, perform what-if scenarios, and establish assumptions for online dialogs. |
Dialog Survey Report |
RY_DLG_SRY_RPT |
Marketing, Interactive Reports, Dialog Survey Report |
View results of Online Marketing survey dialogs. |
Access the Campaign Performance Analysis page (Marketing, Interactive Reports, Campaign Performance Forecast).
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.
Access the Campaign Forecasting Analysis page (Marketing, Interactive Reports, Dialog Performance Forecast).
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.
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
Access the Dialog Performance/Forecast Analysis page (Marketing, Interactive Reports, Dialog Survey Report).
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
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 9.1 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
This section discusses how to:
View lead status.
Evaluate lead quality.
Measure script completion.
Measure completed sales.
Page Name |
Definition Name |
Navigation |
Usage |
RT_LEAD_ACCEPT_UPD |
TeleSales, Interactive Reports, Lead Acceptance |
See if leads have been accepted or rejected. |
|
RT_LEAD_QUAL_UPD |
TeleSales, Interactive Reports, Lead Quality |
Compare telesales agent and sales representative lead quality ratings. |
|
RT_SALES_EFFEC_UPD |
TeleSales, Interactive Reports, Sales Effectiveness |
Determine if telesales agents are completing their scripts. |
|
RT_SALES_CONV_UPD |
TeleSales, Interactive Reports, Sales Conversion Rate |
View completed sales for prospects transferred to order capture. |
Access the Lead Acceptance page (TeleSales, Interactive Reports, Lead Acceptance).
View how many of the leads that have been passed from telesales 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 telesales 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.
TeleSales territory.
TeleSales team.
TeleSales agent.
Week.
Access the Lead Quality page (TeleSales, Interactive Reports, Lead Quality).
Compare the quality rating of a lead as determined by the telesales 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 telesales to sales
Leads the lead quality rating determined by the telesales 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.
TeleSales territory.
TeleSales team.
TeleSales agent.
Sales representative.
Week.
If the lead has been accepted or rejected by the sales representative.
Access the Sales Effectiveness page (TeleSales, Interactive Reports, Sales Effectiveness).
Determine if telesales agents are able to complete scripts during their telesales 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.
TeleSales team.
TeleSales provider group.
Week.
Access the Sales Conversion page (TeleSales, Interactive Reports, Sales Conversion Rate).
View how many prospects transferred to order capture actually result in completed sales. The report only analyzes calls from telesales 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 telesales 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.
TeleSales team.
TeleSales agent.
Week.
PeopleSoft Online Marketing dialogs and surveys allow you to gather useful information from audiences that respond to the dialogs. While operational reports provide a useful and powerful way to view and analyze these responses, it is also useful to be able to easily export this information to a Microsoft Excel-formatted report. Using a simple tool, you can export Online Marketing dialog and survey information to an XML file, which can then be imported into Excel.
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Page Name |
Definition Name |
Navigation |
Usage |
URL Maintenance |
TBD |
PeopleTools, Utilities, Administration, URLs, URL Maintenance |
Specify the URL of the FTP server (must be a secured (FTPS) server where the exported file will be attached. |
Dialog Response Export |
TBD |
Marketing, Operational Reports, Document Responses, Dialog Response Export |
Specify information about the report to be exported. |
Access the Dialog Response Export page (Marketing, Operational Reports, Document Responses, Dialog Response Export)
Report ID |
Enter a meaningful report ID that defines the type of report you are generating. For security purposes, report IDs are unique to each user (for example, if two users each defined a report named June 09 Survey Responses, each would only see his or her own report). |
Description |
Enter a description of the report and its purpose. |
Business Unit |
Select the business unit in which the dialog was created. |
Dialog Name |
Select the name of the dialog from the list of available choices. The list will display only the names of dialogs you have permission to access, and will only include Live dialogs. |
Limit responses to Audience |
(Optional) Enter an audience name to export responses only from members of that audience. You can only choose audiences that you are authorized to view (you must have permission to view both Individual and Aggregate responses for the chosen audience). Leave the field blank to export responses from all respondents, regardless of audience. |
Response From Date |
Enter a date if you want to limit the exported responses to only those submitted after that date. Leave the field blank if you do not want to specify a beginning date. |
Through Date |
Enter a date if you want to limit the exported responses to only those submitted before that date. Note. You can enter dates in the Response From Date or Through Date fields, both, or neither, depending on how you want to limit the exported responses. |