1. Creating and Administering Analytics
  2. Subject Areas for Adoption Reporting

Subject Areas for Adoption Reporting

Reporting on CX sales application usage gives you analytic data to evaluate user adoption.

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 User Adoption catalog from the User Adoption – Object Activity and Resource System Usage page on Customer Connect.

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

Adoption 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.

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.

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.