Work with Customer Metrics
You can define the ranges that determine if a customer has a good, average, or poor score when calculating the insights.
When metrics are calculated for a code associated with a target, the percentage is based on the customer amount divided by the target. For example, if the target for invoice sales is $10,000 and the customer's average invoice sales is $8,000, then the total percentage will be 80%.
Certain apps are required for some of the metrics, and if the app is not installed, those metrics cannot be enabled.
If you completed the assisted setup, the Customer Metrics page will be automatically populated but you can change the values as needed.
See Customer Metrics for a description of the different metrics.
Set up customer metrics
Complete these steps if insights have not been calculated for the customer.
If insights have been calculated for the metrics, then follow the steps in Change customer metrics with entries.
Choose the
icon, enter Customer Metrics, and then choose the related link.On the Customer Metrics page, select the metric code that you want to set up.
On the Metric Card page, select the Edit icon
.In the Ranges FastTab, populate the following fields:
Note
The full range must be between 0-100, there can be no overlap, and values in the Average fields must be 1 away from the neighboring score. For example, Good: 0-10, Average: 11-20 and Poor: 21-100 are acceptable ranges but Good: 0-10, Average: 20-50 and Poor: 51-100 are not because the Good Max (10) and Average Min (20) values are not sequential.
Field Description Poor Min. Value Enter the minimum percentage that will assign a Poor rating to a customer. Max. Value Enter the maximum percentage that will assign a Poor rating to a customer. Average Min. Value Enter the minimum percentage that will assign an Average rating to a customer. Max. Value Enter the maximum percentage that will assign an Average rating to a customer. Good Min. Value Enter the minimum percentage that will assign a Good rating to a customer. Max. Value Enter the maximum percentage that will assign a Good rating to a customer. In the General FastTab, populate the following fields:
Field Description Ranges Verified Turn the toggle on to verify the values in the Ranges FastTab.
You cannot enable a code that has not been verified.Enabled Turn the toggle on to enable the metric.
Enabled metrics will be used when the Calculate Insights job is run.
Certain apps are required for some of the metrics, and if the app is not installed, those metrics cannot be enabled. A message will be displayed with a link to the app.
Change customer metrics with entries
If you need to change the range for a metric code that has been used in a customer insights calculation, you need to update the entries.
If entries do not exist, follow the steps in Set up customer metrics.
Choose the
icon, enter Customer Metrics, and then choose the related link.On the Customer Metrics page, select the metric code that you want to change.
On the Metric Card page, select Change Metric.
On the Change Customer Metric page, in the Ranges FastTab, populate the following fields:
Note
The full range must be between 0-100, there can be no overlap, and values in the Average fields must be 1 away from the neighboring score. For example, Good: 0-10, Average: 11-20 and Poor: 21-100 are acceptable ranges but Good: 0-10, Average: 20-50 and Poor: 51-100 are not because the Good Max (10) and Average Min (20) values are not sequential.
Field Description Poor Min. Value Enter the minimum percentage that will assign a Poor rating to a customer. Max. Value Enter the maximum percentage that will assign a Poor rating to a customer. Average Min. Value Enter the minimum percentage that will assign an Average rating to a customer. Max. Value Enter the maximum percentage that will assign an Average rating to a customer. Good Min. Value Enter the minimum percentage that will assign a Good rating to a customer. Max. Value Enter the maximum percentage that will assign a Good rating to a customer. In the General FastTab, populate the following field:
Field Description Ranges Verified Turn the toggle on to verify the values in the Ranges FastTab.
Your changes will not be saved if the ranges are not verified.Select Update Metrics & Entries > Start.
The metric code is updated and enabled, and any existing customer scores are updated with the new range.