1. Creating and Administering Analytics
  2. Adoption, Usage, and Object Reporting Metrics

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.

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.