Trends & Analytics tab inside our Customer Intelligence module is a place where all metrics flowing through Planhat are transformed into insights which you can view on the User Activities, Company Metrics, Conversations, Tasks and Revenue pages 😃.

When you access the Trends & Analytics tab you will see a list of your metrics displayed down the left hand side. They are displayed in alphabetical order making it easy for you to locate a specific metric 👍.

Clicking on a metric places the data on a line graph which is displayed on the right hand side.

By default when you click on a metric the data is then displayed on a line graph but you also have the option to view the raw underlying data. In the top right hand corner you will see two options:

  • Chart: The metric data will be visualised on a line graph. When viewing your data on a line graph you also have the option to view your data over a week, month, quarter, year and 3 year period.

  • Events: This will display your underlying raw data in tabular format.

📌 Importan to note:

When viewing your metrics, by default you will see the results for your entire portfolio. You can filter on specific companies by using the search bar at the top of the page, for more information on the search bar features check out this article: Search Bars and their Features👍.


Incorporating User Activities, Company Metrics, Conversations, Tasks and Revenue into Calculated Metrics

Your User Activities, Company Metrics, Conversations, Tasks and Revenue metrics can provide some insight on their own but their real potential is unleashed when you use them within calculated metrics. By combining multiple metrics with the use of operators you can create some fantastic insights that will add great value to your teams 😄!

Check out the following articles for more information on calculated metrics which you can create both on company and end user levels:


Importing and Exporting User Activity & Company Metric Data

On both the User Activities and Company Metrics page you have the option to import and export your data. Above your list of metrics click on the ellipsis icon and you will see three options: see the options to import and export your data (see image below).

Import: click on the ellipsis icon at the top of the page, select the import option and a new screen will appear. Have a read through the instructions and then open the import template. The import template will open as a Google sheet in your web browser. Populate the Google sheet, save it down and then upload it to Planhat by selecting "Choose a File" (some of the column headers in the import template contain a note with instructions explaining what type of data should go into that specific column.)👍.

Export: exporting your data has never been simpler 😃! Simply select the export option and your data will download to your local machine in an Excel file.

🚀 Quick tip:
Refresh list of activities: if you have imported additional metrics and they're not showing in the list then you can refresh the list by using this option.


Overview

Here is an overview of what you can expect to find on each of the User Activities, Company Metrics, Conversations, Tasks and Revenue Pages.

User Activities: view your usage data metrics, import your usage data via Excel and export your usage data to Excel.

Company Metrics: in a B2B setting a lot of metrics cannot be tied to a specific end-user so you will have company level data. On the Company Metrics page you can view your company level metrics, import your company level data via Excel and export your company metrics to Excel.

Conversations: the raw conversation data that flows through Planhat is transformed into conversation metrics. Keep track of how many conversations are taking place and what type of conversations are taking place over a set time period.

The conversation metrics that are available are related to different conversation types. Listed below are different conversation types and where the data for each comes from below:

  • Chat: these are Intercom chats.

  • Ticket: tickets that come into Planhat via our integrations: "Zendesk", "Freshdesk", "Hubspot Ticket", "Jira", "Salesforce Cases".

  • Email: Gmail or Outlook emails.

  • Call: calls that come through our "Aircall" integration.

  • Note: activities with the activity type "Note".

  • Custom Conversation Types: if the conversation type isn't a Chat, Ticket, Email, Call or Note it's a custom conversation type. Most of your customer interactions can typically be logged and tracked without you lifting a finger. Emails, support ticket, in-app chat conversation and even phone calls can be automatically synced in real time, or close to real time with Planhat. But not all engagements fall into this category. You may for example want to track every time you have an "on-site training", "in-person meetings", or "no shows". For these situations you will want to set up Custom Touch Types to manually keep track.

If you would like to know how to create "Custom Conversation Types" then check out this article: "How to create Custom Conversation Types"👍.

End User Metrics: create and view end user calculated level metrics. They are visible on End User profiles, as well as inside Assets and Projects objects.
🚀 Quick tip: star the metric for it to be featured on the USAGE tab on the End User profile.

Tasks: view your total events and total: created, overdue, done and pending tasks. These are system generated metrics and will count all of your tasks and events that exist within the application.

Revenue: these are system generated metrics that are populated by the data that's in the "Revenue" module. View revenue data such as: total paying customers, recurring base, average contract length and much more over a set time period.

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