Skip to main content
heather_hansen
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
July 23, 2024
New Idea

Internal Emails with KPI Reports

Related products:CS Journey Orchestrator
  • July 23, 2024
  • 2 replies
  • 52 views

We’ve recently discovered in sending reporting internally that if a KPI widget is pulling no data for a participant, the entire email will fail to send.

My use case:
We send a weekly email to our CSMs to help them in tracking how they are performing towards their KPIs.  There are 5 total reports included for the different KPIs.  4 of them are tables, but the last one is a KPI widget based on a data designer.  Since it’s a quarterly KPI, for the first weeks of the quarter, there will generally be no data included.

Suggestion:

Email should still send - just with a statement of “no data available” similar to how tabular reports do today.

    2 replies

    dayn.johnson
    dayn.johnson
    VIP ⭐️⭐️⭐️⭐️⭐️
    July 23, 2024

    Ahh, the good ol’ null issue causing email failures. 

    Sad that we have to think about workarounds, but a couple ideas:

    • We have a monthly report that runs (similar concept, charts included that occasionally have null data). We put a “____ > 0” for those fields in the query.
    • Would it work to send a different variant of that email for the first month of every quarter (without the KPI widget)?
    Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
      bradley
      bradley
      Expert ⭐️
      July 23, 2024

      Yea there should be parity between ALL report types in email sends

        Terms & ConditionsAccessibility statement