9 Prebuilt
Overview
This chapter provides information on all the prebuilt business metrics, dashboards, and analyses that are shipped as the standard offering along with the product.
Prebuilt Analyses
Prebuilt Analyses are the functional analysis defined using Oracle Data Visualizer on Oracle Analytics Cloud. Only analytic currency metrics are used in these analyses. These tables show the summary of predefined analyses available for each module.
To access prebuilt data visualizations, go to Shared Folders, click Oracle, click Fusion CX, and then click Detail Dashboards.
Activity Management
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| New Activities | Shows the number of activities created in the last 7 days, and provides a breakdown by different parameters such as creation date, activity type, and owner. | CX - Activity |
| Number of Activities | Shows the number of activities performed by sales resources based on activity date, activity status, and activity type. | CX - Activity |
| Activity Duration for Completed Activities | Shows how long it takes for a sales resource to complete an activity and provides a breakdown based on activity type. Summaries are included to show the metric based on activity owner, number of activities completed, activity type, date, and status. | CX - Activity |
| Team Member Activities Rate | Provides useful insights into the average number of activities being performed by a team member, and includes a breakdown based on different activity types. | CX - Activity |
| Lead Activities Rate | Shows the number of activities performed on leads, and provides a breakdown based on leads status and activity date. | CX - Lead Activity |
| Opportunities Activities Rate | Shows the number of activities performed on opportunities and provides a breakdown by opportunity outcome and status. | CX - Opportunity Activity |
| Activity Rate - Won Opportunities | Provides insights on the number of activities performed on opportunities that go on to win. This information helps businesses users understand the average number of activities needed to win an opportunity. | CX - Opportunity Activity |
| Task Rate - Won Opportunities | Provides insights on the number of tasks performed on opportunities that go on to win. This information helps businesses users understand how many tasks and which types of tasks contribute to an opportunity win. | CX - Opportunity Activity |
Lead Management
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| New Leads | Shows the number of leads created in the last seven days, and provides a break down by different parameters such as creation date, origin, product, and account type. | CX - Leads |
| Number of Leads | Shows the number of leads by creation date, status, product, account, and other lead-related attributes. | CX - Leads |
| Average Lead Age | Shows the average lead age by lead status and lead creation period for the current quarter. | CX - Leads |
| Lead Qualification Rate | Shows qualified leads for the current quarter, and shows a break down of converted leads by different lead attributes such as status, lead creation date, age, and by lead qualification velocity. | CX - Leads |
| Lead Conversion Rate | Shows lead conversions for the current quarter, and shows a break down of converted leads by different lead attributes such as lead channel and sales account. | CX - Leads |
| Won Revenue by Lead Channel | Provides insight on which lead channels contribute to the highest won revenue. | CX - Leads |
| Lead to Opportunity Velocity | Shows insights on how quickly leads are converting to opportunities, and allows comparison of this metric with other velocity metrics such as lead qualification to conversion velocity. | CX - Leads |
| Accounts - Leads | Lists sales resources or credit recovers with the highest number of wins and deal sizes. | CX - Leads |
| Lead Conversion Overview | Shows the summary of lead conversion and how it trends over time. | CX - Leads |
Marketing Campaigns
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| Campaign Activity Overview | Shows the Campaign Activity Summary and details of some of the key activities like Email, Form, Web, Landing Page, and External. | CX - Campaign Activity Analysis |
Opportunity Management
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| Sales Pipeline - Pipeline Shape | Provides a visual breakdown of open opportunity pipeline revenue by different sales stages and trend of the open opportunity pipeline revenue from last six enterprise periods. | CX - Opportunity Revenue Line Snapshot |
| Sales Pipeline - Pipeline Review | Provides a visual summary of open opportunities and their revenue numbers by close date and sales stage. | CX - Opportunity Revenue Line |
| Sales Pipeline - Pipeline Trend YoY | Shows historical trends of open opportunity revenue based on historical snapshots. | CX - Opportunity Revenue Line Snapshot |
| Sales Pipeline Velocity | Shows the sales pipeline velocity for different quarters and the number of days spent in stage by opportunities, broken down by opportunity status and opportunity owner. | CX - Opportunity Revenue Line Snapshot, CX - Opportunity Stage Progression |
| Sales Stage Progression | Shows the movement of opportunities through the sales stages in terms of total amounts and percentages. | CX - Opportunity Stage Progression |
| Sales Cycle Analysis | Provides insights into bottle necks in the sales cycle, and in which stages opportunities are spending the most amount of time. | CX - Opportunity Stage Progression |
| Stalled Opportunities | Provides a list of stalled opportunities in the system broken down by sales stage. Only those opportunities with a more than 50% win probability are considered in the visualization. | CX - Opportunity Stage Progression |
| Sales Stage Velocity | Provides insights into how quickly opportunities are moving through the sales funnel, as well as insights relative to their outcomes (won or lost). | CX - Opportunity Stage Progression |
| Sales Funnel Leakage | Shows the sales stage from which opportunities are moving to closed from lost and how they compare to those that are moving from closed to won. | CX - Opportunity Revenue Line |
| Top Deals At Risk | Provides an overview of top opportunities (in terms of revenue and win probability > 50%) that are at risk of not closing. | CX - Opportunity Revenue Line |
| Weighted Pipeline - Detail | Compares the open pipeline with the weighted pipeline by sales stage and closing quarter. | CX - Opportunity Revenue Line |
| Weighted Pipeline - Trend | Shows trends of the weighted pipeline based on the snapshot period, and also a projection over the next 3 months. | CX - Opportunity Revenue Line |
| Won Sales | Shows key metrics related to won sales such as won opportunity line revenue and number of won opportunity revenue lines, win rate, and conversion rate. It also shows how won opportunities compares to open and lost opportunities during the same time period. | CX - Opportunity Revenue Line Snapshot, CX - Opportunity Revenue Line |
| Win - Loss Analysis | Shows won and lost revenue by different quarters and a historical trend over the last 6 quarters. It alsoo shows the won revenue by top 10 territories and products. | CX - Opportunity Revenue Line Snapshot, CX - Opportunity Revenue Line |
| Lost Sales | Shows lost opportunity revenue lines by amount and by lost quarter. It also includes key conversion metrics such as revenue line loss rate percentage. | CX - Opportunity Revenue Line Snapshot, CX - Opportunity Revenue Line |
| Average Deal Size | Provides a breakdown of average deal size by sales stage, opportunity owner, territory owner, and product/group. | CX - Opportunity Revenue Line |
| Average Deal Size - Trend Analysis | Shows the trend of average deal size by territory and by product, and how the metric has evolved historically. | CX - Opportunity Revenue Line Snapshot |
| Win Rate and Conversion Rate Analysis | Shows the revenue line win rate and conversion rate percentages and sales stage. | CX - Opportunity Revenue Line |
| Win Rate and Conversion Rate Trend | Shows the historical trend of revenue line win rate and conversion rate by sales stage. | CX - Opportunity Revenue Line Snapshot |
| Top 20 Accounts | Shows the top 20 accounts based on open and won revenue It also provides a breakdown of won revenue by account and product, as well as account and territory. | CX - Opportunity Revenue Line |
| Team All - Stars | Lists sales resources or credit recovers with the highest number of wins and deal sizes. | CX - Opportunity Revenue Line |
| Converted Opportunity Pipeline | Shows a summary of the converted opportunities (converted from leads) such as converted opportunity line revenue, average won line revenue, and converted revenue over time. | CX - Opportunity Revenue Line |
| Opportunity Days to Close | Shows how long it takes to close opportunities, and compares them with the converted opportunities closure time and rates. | CX - Opportunity |
| Converted Opportunity Revenue | Shows the pipeline contributed by converted opportunities. | CX - Opportunity |
| Opportunity Stage Progression | Shows the details on the stages that Opportunities have progressed through. | CX-Opportunity Stage Progression |
| Renewal Sales Dashboard | Shows the summary of opportunities created as part of the renewal selling. | CX - Opportunity Revenue Line |
Quote and Order Capture
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| Opportunity Quotes | Shows the summary of the opportunity quotes raised, statuses by their owners, quotes raised over time period, etc. | CX - Opportunity Quote |
| Quote Cycle Time | Provides insight into the time it takes when an opportunity moves to quote, quote to order placed, and contract start time. | CX - Opportunity Quote |
| Quote Contract Value | Shows a summary of the quote contract value and details such as contract value by owner, by opportunity name, etc. | CX - Opportunity Quote |
| Quote Revenue | Shows the summary of the quote revenue and how it's split into recurring, non-recurring, usage based revenue, and related details. | CX - Opportunity Quote |
| Opportunity Quote Lines | Shows the summary of opportunity quote lines, the contract value, and the discount offered. | CX - Opportunity Quote Line |
| Opportunity Quotes - Trends | Shows the trend of quote generation, won quote line, discount percentage, and the cycle time. | CX - Opportunity Quote |
Service Request Management
Prebuilt Analyses
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| SR Overview | Shows a summary of service requests such as total SRs, critical SRs, SRs pending agent action, SRs by time, etc. | CX - Service Request |
| Critical SRs | Shows the summary information for critical SRs such as critical SRs in various statuses, by assignee and customers, etc. | CX - Service Request |
| Critical SR Details | Provides details of critical SRs by sales account and related details. | CX - Service Request |
| Agent Performance Details | Provides insights into how the service agents performance is, such as the resolved SRs, average time to resolve, etc. | CX - Service Request |
| SR Resolution | Shows a summary of resolved SRs, the time it took to resolve them by month and by severity, etc. | CX - Service Request |
| SRs by Channel | Shows a summary of SRs by different channels that were used for the SRs. | CX - Service Request |
| SRs by Service Category | Shows a summary of SRs by service category for which the SRs were raised. | CX - Service Request |
Subscription Management
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| Subscription Overview | Shows the summary of the existing Subscription metrics (Active MRR, Active Customers, ARPU, Active TCV etc.) and shows Renewals, Upgrades, Downgrades over a period of time. | CX - Subscriptions |
| Subscription Trends | Shows the trend of Active MRR, Active Customer, Active TCV, ARPU, Churn Rate, Renewal Rate, etc. over a period of time. | CX - Subscription Historical Trend |
| Subscription AR Overview | Summarizes the Subscription AR transactions, and shows the overdue invoices and the credit memos raised for Subscription invoices. | Financials - AR Revenue* * This report is enabled for customers using CX+ERP sku |
Marketing Campaigns
| Analyses Detail | Analyses Description | Related Subject Areas |
|---|---|---|
| Campaign Attributed Leads | Shows the number of leads generated from each campaign that was created in the current quarter. | CX - Campaign Members |
| Campaign Attributed Opportunities | Shows the number of opportunities generated from each campaign that was created in the current quarter. This analysis uses the last touch attribution model. | CX - Campaign Opportunity Revenue |
| Campaign Attributed Pipeline | Shows the pipeline contribution from the opportunities attributable to the campaign. | CX - Campaign Opportunity Revenue |
| Campaign ROI | Shows the ROI from each campaign and the attributable won revenue. | CX - Campaign Opportunity Revenue |
| Cost Per Opportunity Revenue Line | Provides insight on the average campaign cost incurred on generating a single opportunity revenue line. It also provides a comparison based on different campaigns. | CX - Campaign Opportunity Revenue |
| Cost Per Won Revenue | Shows the average campaign cost for every earning. It also provides a comparison of this metric with different campaigns and products. | CX - Campaign Opportunity Revenue |
| Top Campaigns | Shows the best performing campaigns based on different parameters such as ROI, number of wins, revenue generated, etc. | CX - Campaign Opportunity Revenue |
| Campaign Targeted Accounts | Shows which accounts were targeted by different campaigns and the result based on ROI, opportunity outcome, and revenue generated. | CX - Campaign Opportunity Revenue |
Prebuilt Business Metrics
Overview
These are measurements that define and track specific business goals and objectives that often roll up into larger organizational strategies that require monitoring, improvement, and evaluation.
Predefined business metrics allow a user to view business performance and drill into the details to understand why a value may be off the target. Only Analytic Currency metrics are used in the predefined content.
Note:
Key metrics have replaced key performance indicators (KPIs) in release 24R1.Activity Management
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Number of Activities | Shows the number of activities. | CX - Activity |
| New Activities | Shows activities created in the last seven days. | CX - Activity |
| Activity Rate - Won Opportunities | Shows the average number of activities for won opportunities. | CX - Opportunity Activity |
| Task Rate - Won Opportunities | Shows the average number of tasks created for won opportunities. | CX - Opportunity Activity |
| Appointment Rate - Won Opportunities | Shows the average number of appointments created for won opportunities. | CX - Opportunity Activity |
| Meeting Rate for Won Opportunities | Shows the average number of meetings for won opportunities | CX - Opportunity Activity |
| Demo Rate Won Opportunities | Shows the average number of demos for won opportunities. | CX - Opportunity Activity |
| Average Number of Activities Per Team Member For Won Opportunities | Shows the average number of activities per team member for won opportunities. | CX - Opportunity Activity |
| Average Number of Activities Per Team Member For Lost Opportunities | Shows the average number of activities per team member for lost opportunities. | CX - Opportunity Activity |
| Activity Rate for Open Opportunities | Shows the average number of activities for currently open opportunities. | CX - Opportunity Activity |
| Number of Customer-facing Tasks for Won Opportunities | Shows the number of tasks by type (call, chat, demo, meeting, or email) for won opportunities. | CX - Opportunity Activity |
| Number of Customer facing tasks for Lost Opportunities | Shows the number of tasks by type (call, chat, demo, meeting, or email) for lost opportunities. | CX - Opportunity Activity |
| Activity Duration For Completed Activities | Shows the average activity duration for completed activities. | CX - Activity |
| Opportunity Activities Rate | Shows the average number of complete activities per opportunity. | CX - Opportunity Activity |
| Lead Activities Rate | Shows the average number of completed activities per lead. | CX - Lead Activity |
| Team Member Activity Rate | Shows the average number of activities per team member. | CX - Activity |
Lead Management
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Number of Leads | Shows the number of leads created in the reporting period. | CX - Leads |
| Lead Qualification Rate (%) | Shows the number of leads qualified, expressed as a percentage of the total number of leads created. | CX - Leads |
| Lead Conversion Rate (%) | Shows the number of leads converted, expressed as a percentage of the total number of leads created. | CX - Leads |
| Lead Rejection Rate (%) | Shows the number of leads rejected, expressed as a percentage of the total number of leads created. | CX - Leads |
| Average Lead Age | Shows the average number of days the lead is open before it's converted, rejected or retired. | CX - Leads |
| Lead Qualification to Conversion Velocity | Shows the average number of days before the qualified lead is converted. | CX - Leads |
| Number of Qualified Expired Leads | Shows the number of qualified expired leads. | CX - Leads |
| Won Revenue By Lead Channel | Shows the won opportunity revenue generated from leads based on their lead channel. | CX - Leads |
| Accounts - Leads | Shows the accounts with the highest number of open leads. | CX - Leads |
| Opportunity Pipeline Split - Sales vs Marketing | Shows the number of open opportunities by sales stage for opportunities generated from sales vs marketing. | CX - Leads |
| New Leads | Shows new leads created based on the lead creation date. | CX - Leads |
| Lead to Opportunity Velocity | Shows the average number of days a lead has taken from the day the lead is created to the day its converted. | CX - Leads |
Marketing Campaigns
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Campaign Attributed Leads | Shows the number of leads generated from marketing campaigns. | CX - Campaign Members |
| Campaign Attributed Opportunities | Shows the number of opportunities generated from marketing campaigns (using the last touch model). | CX - Campaign Opportunity Revenue |
| Campaign Attributed Pipeline | Shows pipeline revenue contributions from campaign-attributable opportunities (using the last touch model). | CX - Campaign Opportunity Revenue |
| Campaign Attributed Won Revenue | Shows the total revenue attributed to a campaign for all opportunities with a closed-won status. | CX - Campaign Opportunity Revenue |
| Campaign ROI | Shows a campaign return on investment based on campaign actual cost and campaign attributable revenue. | CX - Campaign Opportunity Revenue |
| Campaign Responses | Shows the number of responses for each campaign. | CX - Campaign Opportunity Revenue |
| Campaign Actual Vs Budgeted Cost | Shows the ratio of actual cost / budgeted cost for every campaign. | CX - Campaign Opportunity Revenue |
| Campaign Attributed Won Opportunity Revenue Lines | Shows the number of won opportunity revenue lines from opportunities attributable to a campaign. | CX - Campaign Opportunity Revenue |
| Campaign Attributed Lost Opportunity Revenue Lines | Shows the number of lost opportunity revenue lines from opportunities attributable to a campaign. | CX - Campaign Opportunity Revenue |
| Campaign Attributed Open Opportunity Revenue Lines | Shows the number of open opportunity revenue lines from opportunities attributable to a campaign. | CX - Campaign Opportunity Revenue |
| Cost Per Opportunity Revenue Line | Shows the ratio of campaign actual cost and the number of opportunity revenue lines. | CX - Campaign Opportunity Revenue |
| Cost Per Won Opportunity Revenue Line | Shows the ratio of campaign actual cost and the number of won opportunity revenue lines. | CX - Campaign Opportunity Revenue |
| Cost Per Won Revenue | Shows the ratio of campaign actual cost and won opportunity line revenue. | CX - Campaign Opportunity Revenue |
| Cost Per Attributed Revenue | Shows the ratio of campaign actual cost and total attributable opportunity line revenue. | CX - Campaign Opportunity Revenue |
| Top Campaigns | Shows the top campaigns with the highest won revenue. | CX - Campaign Opportunity Revenue |
| Campaign Engaged Contacts | Shows the number of contacts targeted by campaigns. | CX - Campaign Opportunity Revenue |
| Campaign Targeted Accounts | Shows the number of accounts targeted by campaigns. | CX - Campaign Opportunity Revenue |
Opportunity Management
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Won Sales | Describes the total sales revenue for the period where opportunity status category = won. | CX - Opportunity Revenue Line |
| Lost Sales | Describes the total sales revenue for the period where opportunity status category = lost. | CX - Opportunity Revenue Line |
| Sales Pipeline | Describes the total revenue of opportunity revenue lines with an open status category. | CX - Opportunity Revenue Line |
| Weighted Pipeline | Describes the weighted pipeline measures sales revenue based on the opportunity win probablity percentages assigned to the open opportunities in the current pipeline. | CX - Opportunity Revenue Line |
| Sales Pipeline Velocity | Shows how quickly deals move through the pipeline and generate revenue. | CX - Opportunity Stage Progression |
| Sales Stage Velocity | Shows the average time spent in a stage before opportunities move to closed - won or closed - lost. | CX - Opportunity Stage Progression |
| Sales Funnel Leakage | Also known as stage drop off rates, the sales funnel leakage tells you where prospects drop out of your funnel at the greatest rates. | CX - Opportunity Revenue Line |
| Sales Stage Progression | Shows how quickly opportunities are moving through the sales stages. | CX - Opportunity Stage Progression |
| Average Deal Size | Describes the closed opportunity line revenue averaged over the number of revenue lines. | CX - Opportunity Revenue Line |
| Win Rate % | Describes the rate in which opportunity revenue lines are being closed - won. | CX - Opportunity Revenue Line |
| Deals At Risk | Describes the top 'N' open opportunities (by revenue) with a win probablity of <= 50%. | CX - Opportunity Revenue Line |
| Revenue From Accounts | Lists the top accounts by won revenue for the reporting period. | CX - Opportunity Revenue Line |
| Team All-Stars | Displays details of primary resources with the top 10 wins by revenue for the time period. | CX - Opportunity Revenue Line |
| Opportunity Line Type | Shows opportunity revenue lines by type. | CX - Opportunity Revenue Line |
| Revenue Type | Shows renewal revenue by type (recurring, non-recurring, or usage). | CX - Opportunity Revenue Line |
| Renewal Pipeline | Shows all of the open renewal opportunities. | CX - Opportunity Revenue Line |
| Renewal Revenue | Shows the renewal pipeline amount. | CX - Opportunity Revenue Line |
| Renewal Pipeline % | Shows the renewal pipeline revenue of the total opportunity revenue. | CX - Opportunity Revenue Line |
| Won Renewal Revenue | Shows the won renewal pipeline revenue. | CX - Opportunity Revenue Line |
| Renewal Opportunities Win Rate | Shows the rate of winning renewal opportunities. | CX - Opportunity Revenue Line |
| Lost Renewal Revenue | Shows the renewal pipeline revenue that is lost. | CX - Opportunity Revenue Line |
| Lead Conversion | Shows the number of won and lost opportunities from converted leads. | CX - Opportunity |
| Opportunities from Leads (%) | Shows the percentage of opportunities of the total number of converted leads. | CX - Opportunity |
| Average Converted Opportunity Line Revenue | Shows the average opportunity line revenue of the opportunities converted from leads. | CX - Opportunity Revenue Line |
| Line Revenue from Converted Leads | Shows the open opportunities line revenue from converted leads. | CX - Opportunity Revenue Line |
| Lead Generated Pipeline | Shows the number of open opportunities by sales stage for opportunities generated from leads vs from non-leads. | CX - Opportunity |
| Days to Close Converted Leads | Shows the average of (opportunity close date - opportunity creation date) for opportunities converted from leads. | CX - Opportunity |
Subscription Management
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Monthly Recurring Revenue (MRR) | Shows the total MRR for subscription lines | CX - Subscription Historical Trend |
| Product Net price (TCV) | Shows the total Subscription Net Amount | CX - Subscription Historical Trend |
| Active Customers | Shows the total number of customers with an active subscription at the start or end of a given period | CX - Subscription Historical Trend |
| Average Revenue per User (ARPU) | Shows the total MRR divided by the total number of active customers at the start or end of a given period | CX - Subscription Historical Trend |
| Churned Customers | Shows the total number of customers churned in a given period | CX - Subscription Historical Trend |
| MRR Churn Rate | Shows the rate at which MRR is lost from churned subscriptions. | CX - Subscription Historical Trend |
| Customer Churn Rate | Shows the proportion of active customers that became inactive during the given period. A customer is active if they have a currently active subscription | CX - Subscription Historical Trend |
| MRR Renewal Rate | Shows the rate of MRR renewal calculated as activated renewal MRR divided by the MRR due for renewal in a given period. | CX - Subscription Historical Trend |
Quote and Order Capture
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Active Quotes | Shows the number of active quotes created. | CX - Opportunity Quote |
| Average Quotes for Won Opportunities | Shows the average number of quotes for won opportunities. | CX - Opportunity Quote |
| Quote Cycle Time | Shows the total elapsed time from quote-to-order. | CX - Opportunity Quote |
| Quote Conversion Rate | Shows the number of closed quotes as a percentage of active quotes. | CX - Opportunity Quote |
| Average Contract Value | Shows the average contract value. | CX - Opportunity Quote |
| Opportunity to Quote Velocity | Shows the opportunity to quote cycle time. | CX - Opportunity Quote |
| Average Recurring Revenue | Shows the average recurring revenue. | CX - Opportunity Quote |
| Active Quote Win Rate | Shows the number of won quotes as a percentage of closed quotes. | CX - Opportunity Quote |
| Number of Quotes Lines | Shows the number of quote lines created. | CX - Opportunity Quote Line |
| Number of Active Quotes with Lines | Shows the number of active quotes with quote lines. | CX - Opportunity Quote Line |
| Contract Line Value | Shows the total contract line value for active quotes. | CX - Opportunity Quote Line |
| Average Contract Line Value | Shows the average contract quote line value. | CX - Opportunity Quote Line |
| Quote Line Conversion Rate | Shows the number of quote lines converted. | CX - Opportunity Quote Line |
| Average Quote Line Cycle Time | Shows the average elapsed time from quote line to order. | CX - Opportunity Quote Line |
| Number of Quoted Opportunities | Shows the number of quoted opportunities. | CX - Opportunity |
Service Request Management
| Business Metric Name | Business Metric Description | Related Subject Areas |
|---|---|---|
| Service Requests by Status | Shows the number of CX service requests by their status. | CX - Service Request |
| SR Backlog Rate (%) | Shows the percentage of open SRs relative to the total SRs by age category. | CX - Service Request |
| Escalation (Critical SR's) | Shows the number of SRs that are marked critical. | CX - Service Request |
| SR Resolution (%) | Shows the number of SRs in resolved status. | CX - Service Request |
| Agent Performance | Shows the average time (days) to resolve issues by service agents. | CX - Service Request |
| SRs by Service Category | Shows the number of open SRs by service category. | CX - Service Request |
| SRs by Channel | Shows the number of open SRs by channel. | CX - Service Request |
| Top 10 Customers (With Active SRs) | Shows the top 10 customers with the most active open SRs. | CX - Service Request |
Prebuilt Dashboards
Overview
A dashboard is a top-level object containing multiple business metrics.
Each dashboard typically contains as many as 8 composite visualizations. These present an aggregated value for the business metric, a supplemental visualization and with a drill down capability to Data Visualization content.
To access prebuilt data visualizations, go to Shared Folders, click Oracle, click Fusion CX, and then click Overview Dashboards. All prebuilt decks are migrated to workbooks in Oracle Analytics Cloud, and you can find these in the Overview Dashboards folder, located within the parent application folder.
Note:
Workbooks have replaced decks and visualizations have replaced cards in release 24R1.Prebuilt Dashboards
| Workbook Name | Workbook Description |
|---|---|
| Sales Pipeline | Includes Business Metrics for measuring the overall health of the sales pipeline. |
| Win-Loss Analysis | Includes Business Metrics that provide insights and metrics on opportunity outcomes (won and lost) and the related opportunity revenue figures. |
| Sales Activity | Includes Business Metrics that provides insights on sales activities performed in the current quarter and how they relate to opportunity outcomes (won and lost). |
| Leads | Provides Business Metrics for tracking important lead metrics including those related to lead conversions and lead qualifications. |
| Campaign Effectiveness | Includes Business Metrics that help marketing and sales users measure campaign ROI metrics, and important conversion metrics as part of the campaign to opportunity process flow. |
| Opportunity Quotes | Includes Business Metrics that help sales users gain insight into the quotes created in the system, and the contract value and cycle times associated with those quotes. |
| SR Management | Includes Business Metrics to help service managers and reps to get an overview of the SRs raised in the system, and what's the rate, escalations, and how they're being handled by the agents. |
| Lead Conversion | Includes Business Metrics that provide insight into the leads that are getting converted to opportunities, the rate of conversion, their contribution to overall opportunities, and their performance in terms of revenue closure and time to close the opportunities. |
| Renewal Sales | Includes Business Metrics that provide insights and metrics on the renewal opportunity pipeline, the related revenue figures, and their won rate. |
| Subscriptions | Includes Business Metrics that provide insight and metrics on Subscription MRR and TCV, along with additional details about Customers and their Churn. |