Gainsight Usage Report (Internal rep usage of Gainsight)

Hi Ellen - what I do is send a weekly report from Gainsight on the number of open "risk" CTAs. That's what I care about the most. If they aren't working those, they aren't using Gainsight effectively. The other stuff is not as important.

I agree though that I would like this stuff in a better format.

OMG I love this lol...

I went through this 8 months ago when we asked for this data and now we get a weekly usage data from GS.

This is not transposable in excel automatically unless you hack up a huge code and macro it. Or do what you do which would make me jump out the window! As what you really want is to also see a trend of the usage for those people and bucket page views and exclude the ones you don't care for.

So my suggestion to make this work..

1) Ask for not just a weeks worth of data but from launch worth of data (or date you want to start tracking). They can do this

2) We were lucky enough to have Tableau. In tableau you can transpose beautifully. Select the names of the user and then select 'add data to pivot'. It will not only transpose the data but do it by date and page views too so you can then report on users clicking on what pages (for pages I created groups - and excluded admin click pages as who cares what we do 😉 ) 

3) Once you do this create you dashboard and whenever you get the next weeks file just add data source transpose in tableau and replace data source and your done.

4) Final product 😃 -

Naquiyah 

Hi Ellen,

We are considering alternatives for delivering these Usage Reports, as we've heard from customers that the current format is hard to read and gather insight from.

One consideration is graphical reports that could be sent from Copilot. These reports would be delivered as in-line.jpg images within an email. I'd be very interested in hearing from everyone what 3 or 4 graphical reports they may find most insightful. Overall page views over the last 2 months? Pie chart showing distribution of feature usage? Top users? etc etc. Very interested in your input and ideas. Keep in mind that since these reports are delivered as images, they are not "clickable" like a report in Report Builder 2.0 or a Dashboard.

Thanks everyone!

Will
Gainsight's Gainsight Admin 🙂

Lol I was about to suggest that to our GS AM on our evening call today ;)

Ive seen those emails for something for us to use for our company too but yeah you hit it spot on.

- Top Users - on certain page views and excluding admin clicks as we of course be the top users
- yes which features are used the most great insight.
- Most importantly users who have a GS license and have never logged or no activity in the app. 

Naquiyah

100% agree Ellen. What I really want from these weekly reports is a sum total and a stack rank of our strongest users. Just adding a default sum column and reversing the rows and columns would save us a lot of time and make the report turnkey for us. 

Graphical reports would be fine, but my concern would be losing visibility to data for ALL users. You can only effectively see the top top 10-15 in a graphical report at best. The excel lets us see what each and every user is doing, and that is something I would definitely not want to lose.

Thanks for input Naquiyah and Josh. I'm in the process of figuring out what graphical reports would be most insightful and your feedback is very helpful. Hopefully you'll start seeing graphical reports coming from us within the next several weeks!

I'm wondering why it has to be something "sent" at all? Seems like there should just be a dashboard with a couple different views and graphs that provide insight into the usage. Then the admin, managers, etc. could simply go to that dashboard(s) and get the info whenever they need it. Would definitely love to see that information focused on true activity; e.g. number of CTA's that were closed/had status changes in a given period, number of health scores updated, etc.

Yay great Will! Looking forward to it!

Also to add to the list would be -

- Most active by different 'actionable' metrics as in not just page views clicks but activity in terms of most closed CTAs, snapshots exported and so on

Naquiyah

Hi Naquiyah there is a built in Leaderboard for Closed/Open CTAs in Cockpit -> Operational Reporting.  I've attached a screenshot.  I'll have to look into getting information about most snapshots exported.

Unfortunately, we don't yet have a scalable way to report & send the number of CTAs opened/closed for each customer. However, that data can be tracked internally within your own instance.

For the near term, we are limited to page view metrics.