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I am looking for some definitions for a few of the insights. Some of them are defined in the help file, however, I can’t find definitions for the following: 

  • No Reach-out to Stakeholder
  • Stakeholder not engaged

Also, for the “Account responds slower than usual” insight. How is “slower than normal” defined? Is it based on a global response SLA? Or is it based on the normal response time for each stakeholder?

 

Lastly, are we able to clone and modify an Insight or rename them? We have EBRs not QBRs and our org would like the insight to be called EBR. 

Hi there!

No Reach Out to Stakeholder implies that someone at your org has not contacted (or reached out to) a named Stakeholder within a specified Touch Frequency.

You can define a “touch frequency” per stakeholder like this:

 

 

Stakeholder not Engaged is when the “stakeholder has not made any contact with your organization “recently”.  I’m unclear as to  whether this draws information from the same touch frequency.

Account responds slower than usual is looking at how the last two weeks of account’s response time and benchmarking it against the firm’s “usual” response rate over time. I believe this is 180 days (hopefully someone can confirm this). 

You can see an example here: 

 


The dotted blue-green line is the customer’s response time. Around June, 2025, they responded to us within an hour. Around July 28, they took 20+ hours to reply. Staircase picked up on this and flagged the account as “Account responds slower than usual”. 

You can edit the QBR. This one, in particular, is found in “Custom lifecycle events”:

 



Click on the kebab menu at the top right corner, and choose “edit”. In that mode you can change “QBR” to “EBR”. Don’t forget to hit “update” - this bites me in the rear more times than I’d like to admit.

Thank you, ​@dcassidy - That is very helpful. Regarding the QBR/EBR, I am referring to the Insight, not the Lifecycle Event. I’ve got the Lifecycle event updated, but the Insight says QBR and we use EBR so it is going to create some mis-alignment. 

Thank you, ​@dcassidy - That is very helpful. Regarding the QBR/EBR, I am referring to the Insight, not the Lifecycle Event. I’ve got the Lifecycle event updated, but the Insight says QBR and we use EBR so it is going to create some mis-alignment. 
 

Ah, I missed that! Yes, I do not see a way to edit the system generated insight either.
I haven't had a need for this but you might try toggling off the system Insight and creating a custom insight for EBR.

 

 

This makes sense. We are introducing a similar capability as a part of some coming big Topics enhancements and engineering has already worked out the renaming of items there. I will see if we can extend that to our Insights feature as well. (and Events as well)

​@bradybluhm We already enjoy the Topics reports, so it’s very exciting to hear it’s being further enhanced!

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