6Application Adoption and Usage Reporting

This chapter contains the following:

Managing Data for User Adoption and Application Usage Insights

The Application Usage Insights feature and User Adoption both derive the data used for reporting analytics the same way. The only difference is that the data for User Adoption is delivered to the subject areas, while the Application Usage Insights data is delivered directly to the UI module. For this reason you can make changes to the way the User Adoption data is expressed, via the subject areas, but you can't change the reporting details for Adoption Usage Insights.

As you can see in this diagram, the ESS jobs play a key role in populating and calculating data for reporting. Here you see the "Refresh BI Reports Audit Data for User Adoption Reporting" scheduled process interacts with the database to deliver and refresh data that you see in the reports. You need to have the correct role privileges to manage the ESS jobs that that populates your analytics. Role privileges and related ESS jobs for these features are discussed in detail in this chapter.

Application insights and user adoption data flow
graphic

Set Up Adoption and Usage Tracking

To get started reporting on adoption and usage you first need to do a few setup steps.

  • Enable adoption and usage tracking for the application.

  • Add the user to the role of FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY .

Enable Adoption and Usage Tracking

  1. Go to Setup and Maintenance.

  2. Choose Setup: Sales.

  3. Search for and select Manage Applications Core Administrator Profile Values.

    Search for and select manage application core administrator
profile values.
  4. Search for profile option code FND_TRACK_USER_ACTIVITY and ensure that it is enabled. If the value doesn't say enabled type in "ENABLED" and save.

    Profile value set as enabled.

Get the Duty Role

The User System Usage subject area holds all the activity information for users of the application. This subject area is secured and can be accessed by users who have the role FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY or by users who have the BI Administrator role.

  1. Sign in as a Security Manager. For example, IT_SECURITY_MANAGER.

  2. Click Tools > Security Console.

  3. Select Roles.

  4. Click Create Role.

  5. Fill in the required information. For Role Category choose BI - Abstract Roles

    Create abstract BI role
  6. Click Next until you come to the Role Hierarchy page. Click Add Role. Search "user system". Choose User System User Transaction Analysis Duty - FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY. Click Add Role Membership.

    User adoption add roleSelect user system for role hierarchy
  7. Click Next to Users. Click Add User. Search for the user name and click Add User to Role.

    Add user to role
  8. Click Next to go to the Summary. Your new user should be listed there as assigned to your new role. Click Save and Close.

Subject Areas for Adoption and Usage Reporting

Reporting on CX sales application usage gives you analytic data to evaluate user activity in terms of logging in and out of the application, as well as what they are doing when they are logged in.

There are prebuilt reports that you can use as a starting point for user adoption. Use these as a template and modify them to suite your business needs. Download the catalog at https://cloudcustomerconnect.oracle.com/files/d9dadc510e/UserAdoption.catalog. Note that to get the catalog you need to sign-up or sign-in to the site.

Here are some of the business benefits of user adoption analytics:

  • See the relationship between being signed into the application and interaction with objects.

  • Leverage usage patterns and behaviors from successful users as best practice guidelines for other users.

  • Gain insight on usage and trends for potential future investment opportunities.

  • Identify improvements that can increase adoption and usage.

Note: Adoption and usage reporting applies to CX sales and B2B service and does not apply to the BI application in terms of reporting.

Adoption and Usage Subject Areas

There are five subject areas to use when you build application tracking analytics.

  • Sales - CRM Resource System Usage: This subject area supports reporting on the interaction with the application by the user.

  • Sales - CRM Object Activity: This subject area supports reporting on object activity metrics such as number of records created and number of records updated.

  • User System Usage: This subject area supports reporting on whether a user was active or not for a particular day, and what channel they used, and when they were active.

  • CRM - CRM Click History: This subject area helps you understand individual, team, and organization usage in your application: It gives you data on the most and least used flows and helps you discover usage patterns that impact adoption.

  • CRM - CRM Reporting Usage: This subject area let's you see how much your users are looking at their analytics in OTBI. This subject area exposes metrics on usage for subject areas, analyses, and dashboards.

Application Usage Insights contains similar data provided in these subject areas. You can find the Application Insights icon on the Sales home page. Or you can use the subject areas above to build your own application usage analytics.

Resource System Usage

Resource system usage reporting makes it possible for you to analyze many different aspects of user interaction with your application such as:

  • Adoption and usage from different channels over a period of time.

  • User log-ins, sessions, and active days by channel, such as web, mobile, mail.

Here are some of the details on usage tracking values:

  • An important metric used in this subject areas is # of Active Days.

  • An Active Day is a day in which a user logged into CX Sales. It is not a count of log-ins by a user on a day: if a user logs in once or more, it is considered an Active Day for that user. # of Active Days is helpful metric for understanding usage trends.

  • The day value is based on the server time zone.

  • Sessions can be reported for the web and mobile channels.

  • Tracking differentiates between user activities made directly by the user, or through a proxy user.

  • Two additional Metrics are used in these subject areas, they are # of Active Users/Resource and # of Users/Resource.

Object Activity

The primary metrics used for object activity subject area is Insert Action Count and Update Action Count. These metrics provide information on the number of records added, and the number of records updated. In addition this subject area now supports reporting on object activity for the latest CX Sales mobile and Microsoft 365 applications.

Here is the information you can analyze using the object activity subject area:

  • Track the type of object that was updated.

  • Name of the employee who did the update.

  • Manager of the employee that did the update.

  • Number of records that were added.

  • Number of records that were updated.

  • Date the record update was made.

  • Month the update report is produced.

User System Usage

This subject area provides information on user activities. Use this subject area to determine whether or not a user was active for a particular day, what channel they used, and when they were active.

Here is the information you can analyze using the User System Usage subject area:

  • How is the user activity split across channels: web/mobile/email?

  • Which department has the highest number of active users?

  • User with which job titles are the most active?

  • Who are the top 10 active users?

  • Who are the users who have not logged into the application in the last week?

Click History

See the topic "Click History Subject Area".

CRM - CRM Reporting Usage

This subject area exposes metrics around reporting. There are dozens of analytics that come out of the box for your users. You likely have many available for users to view in different interfaces. They might look at analytics in infolets, they might look at dashboards that hold analytic detail, or they may have analytics on their Analytics page. Whenever they view an analytic the application keeps track of that activity. The CRM - CRM Reporting Subject area pulls all that data together and makes it available for your reporting insights. Knowing which reports are being used by your team helps you focus on what's important. You can use your valuable resources to build on those analytics, and save resources by eliminating less used reporting tools. Like the other user adoption subject areas, this subject area also requires that users intending to access this subject area need to have duty role FBI_USER_SYSTEM_USAGE_TRANSACTIONAL_DUTY.

Reporting Guidelines

Setting up the time parameters for user adoption reporting can be tricky. For best results follow these guidelines:

  • To be sure the analytics you created in R12 work after you upgrade to 18A+, you should apply the # of Active Days > 0 filter.

  • Add a filter for a specific year. The Resource User System Usage subject area shows usage for all Time Periods and Users/Resources. This reporting method tracks when the user is actively using the application and the months where there were no activities/system usage. For this reason you should define specific time filters. Without time filters, the report shows results for the complete 100 years Time dimension.

  • Avoid reporting by date. Instead use Month or Quarter.

  • Filter by group of users, instead of individual users.

  • Apply a filter on the # of Active Days fact > than 0 to ensure the analytic shows positive reporting values.

Configurations for User Adoption Reporting with OTBI

This table provides a list of the ESS jobs used to manage and refresh the data for User Adoption subject areas.

ESS Scheduled Process Name Details

Process Click History Mapping Data

This process adds flow names to clicks; "stamps" the click information to the click information from the logs. Both the Click area and Application Usage Insights use this data.

This job requires that use user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

This job runs automatically by the hour. Users can change the run schedule.

For 21C or earlier this process requires the profile option enabled for BI_CH_SA_ENABLED

After 21C this process runs automatically.

Click History Aggregation

This process aggregates click history data older than 90 days. Both the Click History subject area and Application Usage Insights use this data.

This job requires that the user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

The run times for this process can be modified. Values of 90 and 180 are valid values.

Refresh BI Reports Audit Data for User Adoption Reporting

This process populates data for the Resource System Usage and Object Activity subject areas. Application Usage Insights also uses this data.

This job requires that the user have the privilege of ACM_RUN_CRM_ANALYTICS_REFRESH_JOB_PRIV

The profile option FND_TRACK_USER_ACTIVITY needs to be set to "ENABLED" to run.

Click History Mapping Translation Processor

This process populates the descriptions of clicks for the Click History subject area and Application Usage Insights.

This job requires that the user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

You need to run this process manually once to get started, and then again if you add a new language.

This shows the privileges, profile options, and roles that a user needs to manage and run the data that is used for the User Adoption subject areas.

Privilege / Profile Option / Role Details

Run CRM Analytics Audit Table Refresh Job

ACM_RUN_CRM_ANALYTICS_REFRESH_AUDIT_TABLE_JOB_PRIV

This privilege permits you to run the "Refresh BI Reports Audit Data for User Adoption Reporting" ESS job.

Run Populate Click Description Process

ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS

This privilege permits you to schedule and run these ESS jobs:

  • Process Click History Mapping Data

  • Click History Aggregation

  • Cache Application Usage Insights Report Data

  • Click History Mapping Translation Processor

User Session Activity Tracked

FND_TRACK_USER_ACTIVITY

This profile option allows the site to run "Refresh BI Reports Audit Data for User Adoption Reporting" ESS job

Enable tracking user activity at the session level.

Click History Processing Interval

ORA_ZCA_CHTIMER_FREQ

This profile option lets you manage how often new clicks are processed and added to the Click History Data.

Click History Datamax Age

ORA_ZCA_CH_DATA_MAX_AGE

This profile option lets you manage long in days Click History data is retained before it is purged.

Disable Click History Features

ORA_ZCA_CH_DISABLE

This profile option lets you turn off click history reporting and data collection.

BI User System SA Access

FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY

This role lets you view and report with the User Adoption and Click History subject areas.

Click History Subject Area

The new CRM - CRM Click History subject area allows reporting on user clicks. Click History reporting reveals the areas of the application that individuals, teams, and organizations are using, or not using in CX Sales and B2B Service.

Things to keep in Mind for Click History Reporting

There are some behaviors and best practices to be aware of as you are working with analytics that use the click History subject area.

  1. This subject area shows negative reporting for the click and time dimensions. This allows reporting on flows that are not clicked and times when there are no clicks.

  2. This subject area shows clicks for all Time Periods, based on the Employee dimension, to support reporting on time periods with or without clicks. If a custom report is built which includes a Time Period at either Year or Month, the report should be filtered by a specific time period. Without such a filter, the report shows results for the complete 100 years in the Time dimension.

  3. For best performance, it is recommended to:

    1. Add a Time filter for a specific year or month. Time filters should not be longer than one year.

    2. Add a Resource filter.

    3. Try to break large reports into small reports.

Profile Option Requirements

Users of any of the adoption features need to do a few things to use adoption and usage tracking. See the topic "Setup Adoption and Usage Tracking" in this chapter. You will need to have the FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY role to access the Click History subject area as well as the other user adoption subject area data and analytics. Follow the same steps as in Setup Adoption and Usage Tracking.

ESS Scheduled Processes for Click History

Although ESS scheduled processes run in the background automatically for all roles, not all roles can manage scheduling details. For Click History scheduling, the Sales Administrator, Sales VP, and Sales Manager roles come enabled to access the Click History Purge Process and User Analytics Click Mapping Translation ESS jobs. Any custom roles need to assign the Populate Click Description Process privilege to their role. Note that for setup or when you enable a new language you need to run the User Analytics Click Mapping Translation job once. For detail on scheduled processes for Click History see "Scheduled Process for Analytics" in Chapter 5.

Click History Subject Area Data Sources

The Click History subject area has three novel areas of information, Application flow, Channel, and Click History Detail. Each of these areas have key fields and facts that are used for reporting.

This table shows the area of Application flow. Application flow is an area of an application that usually represents a task or activity.

Application Flow Fields Field Description

Description

A description of the click event.

Description Code

A language-independent version of the Description field.

Flow Name

The name of the flow where the click happened.

Flow Name Code

A language-independent version of the Application Name field.

This table shows the area of Channel flow. Channel flow represents the means used to access the application, for example web, mobile, or Office 365.

Channel Flow Fields Field Description

Channel Name

The name of the channel of the click. Click History only reports on clicks in the WEB channel.

Channel Code

A language-independent version of the Channel Name field.

This table shows the area of Click History Detail the area that represents what users are looking at and for what amount of time they stayed there before the next click.

Click History Detail Fields Field Description

Application Name

The application, such as CRM or HCM, which the click happened.

Application Name Code

A language-independent version of the Application Name field.

Render Time

The time in milliseconds the UI took to update because of the click.

Total Time

The Render Time plus the network or server time it took to return a response because of the click.

User Interface Element

The type of UI element clicked.

User Interface Element Code

A language-independent version of the User Interface Element field.

User Region

The geographic region or country where the click occurred.

This table shows the area of Facts. Facts in this area are the metrics and measurements of the Click History data.

Facts Fact Description

# of Clicks

Number of clicks is the count of clicks returned in the result.

Average Click Render Time

Average render time of the clicks returned in the result. This is the average of the Render Time field.

Average Click Total Time

The average total time of the clicks returned in the result. This is the average of the Total Time field.

How to Disable Data Processing and Collection for Adoption Reporting

There might be cases where you don't want to report or collect user activity data. This topic details how to disable these features.

Disable Click History Data Collection

There might be cases when you don't want your application to collect click history usage data on your employees. Click history data is used both for Application Usage Insights as well as for reporting that uses the Click History subject area in OTBI.

The processing of click history data runs automatically by default. To disable the processing of click history data follow the steps to enable adoption usage tracking, and then search for the profile option ORA_ZCA_CH_DISABLE. By default this profile option is set to OFF. Setting this option to ON disables the processing of click history data.

The processing of click history data can only be disabled on the pod for all users. It can't be disabled for individual users.

Disable Login, Session, and Object Activity Data Collection

There might be cases when you don't want your application to collect login and object activity data on your employees. Login and object activity data are used both for Application Usage Insights as well as for reporting that uses the Sales - CRM Resource System Usage, and the Sales - CRM Object Activity subject areas. Disabling this profile option completely stops this data collection.

The collection of object activity, log in and session data process runs automatically by default. To disable data collection follow the steps to enable adoption usage tracking, and then turn off the ESS job "Refresh BI Reports Audit Data for User Adoption Reporting".

The collection of object activity, log in, and session data can only be disabled on the pod for all users. It can't be disabled for individual users.

Adoption, Usage, and Object Reporting Metrics

Application adoption, usage, and object metrics help CX sales stakeholders continuously measure the success of their CX Sales implementation. You get metrics on how often users login, as well as what tools they use in the application. Using these metrics, CRM business leaders can obtain critical insights on how well the tools are used, and if user actions are resulting in desired business outcomes. This topic details the metrics used in the adoption, usage and object tracking.

Login Sessions, and Active Days

Reporting on user (resource) login sessions, and active days is done using the Sales - CRM Resource System Usage subject area. Analytics build with the subject area provide information on how much your users are using your application and the channels used to access the application. With the reporting you can get insights on:

  • Top active users across teams, job roles, and channels, over a period of time.

  • Login count and session duration across different channels.

  • Which users are inactive, or rarely using the application.

Note: The Sales - CRM Resource System Usage subject area provides similar reporting for User objects. The Sales - CRM Resource System Usage subject area provides reporting for User and Resource objects, in addition to enterprise time.

Object Activity

Object activity reporting is done using the Sales - CRM Object Activity subject area.

Analytics built with this subject area provide information on what objects are used the most or used the least. Object activity reporting lets you track when users create or update records or "objects". With this reporting you can get insights on:

  • Usage of object types by user.

  • Most and least used objects.

  • Number of objects updated and created by object type, over a period of time. The subject area supports all parent objects, including Opportunity, Leads, Accounts, Activities, and Contacts.

  • Object usage across channels. In release 20B, the subject area was updated to support reporting across Email and Mobile channels. Five additional measures were added to help and understand object activity patterns across channels: Insert Count via Mobile, Insert Count via Email, Insert Count via Web, Update Count via Mobile, and Update Count via Email.

Object Reporting Considerations

When you are using the subject area Sales - CRM Object Activity you should consider the following:

  • Object creates (inserts) are supported across all three channels (Web, Email, and Mobile).

  • Object updates are supported for the Email and Mobile channels.

  • Object updates are not yet supported for the Web channel. For the Web channel, the application records the latest time an object is updated; it does not record the total number of times it was updated. For example, if an object is updated 5 times in one day, only the latest update is available for reporting.

Adoption and Usage Reporting Dashboards

User adoption analytics can be added to dashboards to create different views of user activity and usage. The analytics shown here are a simple implementation of the User Adoption subject areas and give you an idea of show how sales organizations can report on these metrics. There are prebuilt reports that you can use as a starting point for user adoption. Download the catalog from the Related Links after this section.

The dashboards shown here are built using these user adoption subject areas:

  • User login - Uses subject area Sales - CRM Resource System Usage.

  • Active and inactive user reporting - Uses subject area Sales - CRM Resource System Usage.

  • Team level metrics - Uses subject area Sales - CRM Object Activity

  • Object activity reporting - Uses subject area Sales - CRM Object Activity

User Login Dashboard

This dashboard shows analytics related to user activity. Detail is shown for:

  • User login activity across different channels.

  • User activity by job role.

  • Most active users and the most used objects.

This is an example of a dashboard showing examples metrics derived from user login information.

User login dashboard image.

Active and Inactive Users Dashboard

This dashboard shows how users are coming and going in the application as well as where they are coming from to get there. Detail is shown for:

  • User activity count over periods of Year, Quarter, Month , or Week.

  • User activity across channels for periods of year, quarter, month , or week.

This is an example of a dashboard showing examples metrics derived from active and inactive login data.

Active and inactive users dashboard

Object Activity Dashboard

This dashboard shows what areas of the application your team is using. For example, when a record is created or updated and saved, such as an opportunity, the activity is reported. Detail is shown for:

  • Activity by employees.

  • Heavily used work areas.

  • Work area usage based on channels and job roles.

  • Negative reporting: Identify Employees / Teams that are least or not active.

  • Negative reporting: Identify channel adoption rate across teams / employees.

  • Team reporting: Identify areas / objects that the team uses more.

  • Team reporting: Understand the Team's usage to help in identifying knowledge gaps.

  • Team reporting: Get insights with emerging patterns in usage based on team's job role / channel of login, and objects used.

Object activity dash

Deploy and Implement the Object Activity Dashboard

To get your object activity dashboard setup you need to un-archive "UserAdoption.catalog" files that hold all the individual reports, dashboard prompts and the dashboard.Ensure that you un-archive the catalog under /shared/custom/ folder to retain the references that the dashboard has to the individual files Note that you might have to update or correct the references.

Implementation notes:

  • The data fetched is for the selected Enterprise Quarter from the report prompt.

  • The Subject areas is available from 19B onward.

  • The ESS job called Refresh BI Reports Audit Data for User Adoption Reporting needs to be scheduled for collecting the audit data. The ESS Job Accepts 2 parameters:

    • Full Load (Y/ N): It is advised to run the ESS job with Full Load ="N" to incrementally capture the audit data. This ESS job performs better when run as an incremental Load.

    • Purge after (Months): This determines the retention period of the audit data. If Value "13" is passed, audit data older than 13 months is purged. Audit data up to 13 months is maintained.

FAQs for Application Adoption and Usage

This table provides answers to common questions regarding reporting on application adoption and usage for your organization.

Question Answer

If I select months = 600, will the data be retained for 50 years?

Yes, currently there is no limit. So whatever you select when scheduling the ESS job, the data is retained for that many months. If you pass 600 then 50 years data will be retained.

This it ONLY valid after 19C. From 18A to 19B, you could only retrieve 12 months. If you are running the job for the first time, you won't be able to get the data from 50 years.

Why are there times when the "FND_TRACK_USER_ACTIVITY" is Enabled at the site level, and the reports are still not showing the Facts measures?

You need to make sure the "FND_TRACK_USER_ACTIVITY" profile option is enabled as "ENABLED" meaning that it should be in all capital letters.

When is the user session counted as 1 and the record created in the ZCA_BI_USER_Login_ACTIVITY table?

A record is created when a user signs in with their sign-in credentials. This session is valid for 30 minutes and if the user closes the browser and within 30 minutes creates a new session on the same browser, the application automatically redirects without asking for credentials, in which case this session is not counted as a second session, but only counted as one.

The best way to check if the user is signed in or not is by checking the Active days. if the user had active days as 1 it means they logged in for that day.

Which table holds the record for when a user logs in?

If the user has provided their credentials and logged in to the FA URL the data is captured for the LOG IN_COUNT as 1 and LOG IN_DURATION as 30 mins if logged out after that.

If the user has not logged in but there is any report scheduled agent run on behalf of the user / any approval flow / any REST P+ API flow runs on behalf of the user, LOG IN_COUNT is captured as 1 and LOG IN_DURATION is captured as 0.

If the user has neither logged in nor any flow/tasks/agents run on his behalf, then the LOG IN count is not captured.

If the user logs in directly to the BI URL not via FA (https://FAurl/analytics) then the LOG IN_COUNT is 0 and LOG IN_DURATION is 0.

NOTE: Currently LOG IN is capture only for /fscmUI/faces/FuseWelcome or /crmUI/faces/FuseWelcome of /hcmUI/faces/FuseWelcome

NOTE: If a customer is logging into FA URL and a navigates to another application from that login, such as the HCM Application or thee CRM application, the application log-ins are not separately captured.

Is a record generated when a user receives an email, even they don't sign-in? (For example, when a purchase request approval request is received)

If the user signs in through Office 365, (clicking on the link in the mail and using the FA plugin) the sign-in is counted as 1 for the channel "Mail".

What is # of inactive Days in User System Usage SA?

The User System Usage / Resource System Usage subject area supports negative reporting. This means that even if no user was active, instead of returning no rows (which is the usual behavior) all user rows are returned with # of active days 0.

Since there is no filter on Time in the report, all the users and days are joined and returned. We advise that you have a filter on Time/User for reporting.

How do I create a report which shows the details of the users who have not signed into the application in Rel13 18B?

You can use User System Usage subject area for negative reporting. The # inactive days shows the days the user has not logged into the application.

What is the difference between the two subject areas "Sales - CRM Resource System Usage" and "User System Usage"?

User System Usage provides the key user adoption metrics at the application user level.

Sales - CRM Resource Usage provides the mapping between the application user and the specific resource object.

Why don't my CX Mobile and Microsoft 365 mail applications usage not show in the adoption reports?

For mail (Microsoft 365) and mobile applications, if reports are run on a given day, data from that day will not show until a period of 24 hours has passed. Running the scheduled process 'Refresh BI Reports Audit Data for User Adoption Reporting' will not change this behavior.

Application Usage Insights

Application Usage Insights

Application Usage Insights comes already added to your CX Sales and Service applications. This feature gives you lots of user adoption analytics right in one spot. You get insights such as when users log in, how long they stay logged in, and where they are clicking. You can also see this data in various time periods. Let's look at more detail on these key insights.

Usage Insights on Your Application

You can find a link to the Usage Insights right on your Home page in the Sales area.

This shows the Application Usage Insights link from the Home page under the Sales category.

Application usage icon

It's easy to see and understand your key metrics. We have added summaries at the top of each chart page. Here's an example:

Sign-in and session insight

You will need to have the right permissions, and to run some ESS scheduled process to ensure your data is accessible and up to date. Here's what you need to do:

  • Ensure that any users accessing this feature have the privilege of ORA_ZCA_VIEW_APPLICATION_USAGE_INSIGHTS_UI. Use the steps in "Set Up Application and Usage Tracking" in this chapter to assign this privilege.

  • For Click History reporting, the Sales Administrator, Sales VP, and Sales Manager roles come enabled to access the Click History Purge Process and User Analytics Click Mapping Translation ESS jobs. Any custom roles need to assign the Populate Click Description Process privilege to their role to manage the ESS jobs. Note that for setup or when you enable a new language you need to run the User Analytics Click Mapping Translation job once.

  • Refresh the data by running the ESS job Refresh BI Reports Audit Data for User Adoption Reporting.

The instructions for running ESS scheduled processes is detailed in Chapter 5, "ESS Scheduled Processes".

Insights in Action

All of the insight charts let you mouse through the data points. Slide your mouse right or left and see the line move and the data point displayed in a box on the line.

Insights graphic showing data points

Click the question mark for help text on each insight.

Help text on insights

Each insights gives you data on the records usage, and record usage by channel. Scroll down the page to see the channel insights.

Insights on channel usage.

Insights You Get

There are 13 key insights provided with your application. You can view these insights by Company or by My Organization.

Insight Name Time Periods Details

Sign-ins

7 Days

30 Days

60 Days

90 days

See the average number of sign-ins per day and the number of distinct users that signed in by day.

Session Duration

7 Days

30 Days

60 Days

90 days

See the average minutes users spent in a session by days and the session duration changes by day.

Top Flows by Clicks

7 Days

30 Days

60 Days

90 days

See how many clicks the top 5 flows had by day and the number of distinct users that clicked in the top 5 flows by day.

Top Flows by Duration

7 Days

30 Days

60 Days

90 days

See how much time users spent in the top 5 flows by day and the number of distinct users that spent time in the top 5 flows by day.

Total Clicks

7 Days

30 Days

60 Days

90 days

See the total number of clicks by users by days and the number of distinct users that had clicks by day.

Account Records

7 Days

30 Days

60 Days

90 days

See the total number of account records created by day and the number of distinct users that created account records by day.

This insight also shows the count of account records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Activity Records

7 Days

30 Days

60 Days

90 days

See the total number of activities by day, and number of distinct users that created activity records by day. Also see

This insight also shows the count of activity records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Contact Records

7 Days

30 Days

60 Days

90 days

See the total number of contacts by day and number of distinct users that created contacts by day.

This insight also shows the count of contact records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Lead Records

7 Days

30 Days

60 Days

90 days

See the total number of leads created by day and number of distinct users that created leads day.

This insight also shows the count of lead records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Opportunity Records

7 Days

30 Days

60 Days

90 days

See the total number of opportunity records created by day and the number of distinct users that created opportunity records by day.

This insight also shows the count of opportunity records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Service Request Records

7 Days

30 Days

60 Days

90 days

See the number of service requests created for all users by day and the number of distinct users that created request records by day.

This insight also shows the count of opportunity records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Note Records

7 Days

30 Days

60 Days

90 days

See the total number of note records created for all users by day and the number of distinct users that created note records by day.

This insight also shows the count of note records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Customer Records

7 Days

30 Days

60 Days

90 days

See the total number of customer records created for all users by day and the number of distinct users that created records by day.

This insight also shows the count of customer records changed by days by users and by channel, and the number of new records created by days by users and by channel.

Configurations for Application Usage Insights

This table provides a list of the ESS jobs used to manage and refresh the data used in the Application Usage Insights feature.

ESS Scheduled Process Name Details

Process Click History Mapping Data

This process adds flow names to clicks; "stamps" the click information to the click information from the logs. Both the Click area and Application Usage Insights use this data.

This job requires that use user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

This job runs automatically by the hour. Users can change the run schedule.

For 21C or earlier this process requires the profile option enabled for BI_CH_SA_ENABLED

After 21C this process runs automatically.

Click History Aggregation

This process aggregates click history data older than 90 days. Both the Click History subject area and Application Usage Insights use this data.

This job requires that the user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

The run times for this process can be modified. Values of 90 and 180 are valid values.

Refresh BI Reports Audit Data for User Adoption Reporting

This process populates data for the Resource System Usage and Object Activity subject areas. Application Usage Insights also uses this data.

This job requires that the user have the privilege of ACM_RUN_CRM_ANALYTICS_REFRESH_JOB_PRIV

The profile option FND_TRACK_USER_ACTIVITY needs to be set to "ENABLED" to run.

Click History Mapping Translation Processor

This process populates the descriptions of clicks for the Click History subject area and Application Usage Insights.

This job requires that the user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

You need to run this process manually once to get started, and then again if you add a new language.

Cache Application Usage Insights Report Data

This job requires that the user have the privilege of ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS_PRIV

This process runs automatically but you can modify the run times.

This table shows the privileges and profile options, that a user needs to manage and run the data that is used in the Application Usage Insights feature.

Privilege and Profile Option Details

View Application Usage Insights UI

ORA_ZCA_VIEW_APPLICATION_USAGE_INSIGHTS

Users must be granted this privilege to view Application Usage Insights UI. This is out of the box granted to the following roles:

  • Sales VP

  • Sales Manager

  • Sales Administrator

For any other roles, or custom roles you will need to do steps to grant this privilege to the role.

Run CRM Analytics Audit Table Refresh Job

ACM_RUN_CRM_ANALYTICS_REFRESH_AUDIT_TABLE_JOB_PRIV

This privilege permits you to run the "Refresh BI Reports Audit Data for User Adoption Reporting" ESS job

Run Populate Click Description Process

ORA_ZCA_POPULATE_CLICK_DESCRIPTIONS

This privilege permits you to schedule and run these ESS jobs:

  • Process Click History Mapping Data

  • Click History Aggregation

  • Cache Application Usage Insights Report Data

  • Click History Mapping Translation Processor

User Session Activity Tracked

FND_TRACK_USER_ACTIVITY

This profile option allows the site to run "Refresh BI Reports Audit Data for User Adoption Reporting" ESS job

Enable tracking user activity at the session level.

Click History Processing Interval

ORA_ZCA_CHTIMER_FREQ

This profile option determines how often new clicks are processed and added to the Click History Data.

Click History Datamax Age

ORA_ZCA_CH_DISABLE

This profile option lets you turn off click history reporting and data collection.

Disable Click History Features

FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSIS_DUTY

This profile option gives access to viewing and reporting with the User Adoption and Click History subject areas.