Feature usage and engagement

Review metrics available in Looker dashboards

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

The Feature usage and engagement dashboards provide insight into which features are used by which clients, how often they are used, and what outcomes clients achieve by using them. This information can help us to identify opportunities to help clients achieve greater success by leveraging features they may have missed, or by utilizing their favorite features more effectively.

This article provides an overview of all metrics contained in Looker dashboards related to feature usage.

Callback Notifications

The Callback Notifications dashboard reveals the number of callbacks that utilized one or more SMS notifications, and provides insight into the outcomes of notification-enabled callbacks compared to callbacks without notifications. We can use this dashboard to make the case for a client to adopt notifications, prove the effectiveness of the feature for clients already using it, or find opportunities to refine notification text to achieve better outcomes.

image of the callback notifications dashboard

Consult the following descriptions to learn more about the metrics on the Callback Notifications dashboard.

Total Count Metrics
Several metrics are displayed near the top of the dashboard:
  • Total Callbacks
  • Callbacks w/ Notification
  • Customers w/ Notification
  • Total Notifications
Callbacks and Notifications
A line chart comparing the total number of callbacks to the total number of reminder notifications sent
Notification Type
A bar chart showing the ratio of different notification types sent

Callback Outcomes

Percentage Metrics
Several metrics are displayed as percentages of all callbacks:
  • Callback Success
  • Callback Success w/ Notification
  • Callback Success w/o Notification
Success w/ Reminder
A line chart comparing the total number of successful callbacks with notifications to those without notifications
Callback Outcome With/Without Notification
Two charts showing the total number of occurrences of each outcome (Success, Canceled, etc.) for callbacks with and without notifications

Retries and First Call Resolution (FCR)

Total Count Metrics
Two metrics are displayed:
  • Total Calls
  • Calls w/ Reminder Notification
Retries With/Without Notification
Two charts showing the total number of calls with specific numbers of retry attempts for calls with and without notifications
FCR With/Without Notification
Two charts showing the ratio of callbacks with first-call resolution, comparing callbacks without and without notifications
Clients
A table listing each client in the current data set along with metrics provided earlier in the dashboard

Insights Usage

The Insights Usage dashboard tracks user interactions with each of the Insights dashboards available to clients. Here you can see how often different dashboards are used, how users choose to filter them, and which data points interest users the most. Insights dashboards available to clients include:

  • Callback Executive Summary
  • Audit Log
  • Callback Performance
  • Callback Usage
  • Messaging Usage
  • Conversation Overview
image of the insights usage dashboard
Note: There are several important terms to note on this dashboard:
  • Runs - Instances of dashboards being generated
  • Jobs - Scheduled reports that will continue to run in the future
  • Interactions - Instances of users interacting with tiles on a dashboard
  • Queries - The individual fields (data points) with which users interact

Consult the following descriptions to learn more about the metrics on the Insights Usage dashboard.

Total Count Metrics
Several metrics are displayed near the top of the dashboard:
  • Total Clients
  • Total Users
  • Dashboard Runs
Dashboard Runs by Type
Compares the number of scheduled and manual runs
Dashboard Runs Throughout the Day
Compares the average number of scheduled and manual runs at each hour of the day
Runs by Dashboard
Shows the ratio of runs performed for each type of dashboard
Dashboards Over Time
Compares the number of runs performed for each type of dashboard over time
Top Clients and Top Users
A table listing the top 10 clients/users by different types of run (manual, download, or scheduled), enabled jobs, or tile interactions

Scheduled Jobs

Total Count Metrics
Several metrics are displayed near the top:
  • Total Jobs Enabled
  • Total Scheduled Runs
Scheduled Dashboard Totals
A table showing the number of scheduled runs and enabled jobs for each type of dashboard
Scheduled Runs Over Time
Compares the number of scheduled runs for each type of dashboard over time
Scheduled Run Report Filters
Shows the number of times each type of filter was used on each dashboard

Interactions

Total Tile Interactions
The total number of user interactions with any tile
Interactions by Source
Compares the ratio of interaction sources
Interactions Over Time
Compares the number of interactions for different sources over time
Frequently Queried Fields
A word cloud containing frequently queried fields, based on user interactions with various tiles

Mindful API Usage

The Mindful API Usage dashboard provides a summary of metrics related to Mindful APIs (Platform, Scheduler, and Messaging). This dashboard shows the number of requests, but not the outcomes of requests, so it is best used to determine trends in usage for particular clients.

image of the mindful A.P.I. usage dashboard

Consult the following descriptions to learn more about the metrics on the Mindful API dashboard.

Total Count Metrics
Several metrics are displayed near the top of the dashboard:
  • Total Requests
  • Clients Making Requests
  • Offer Decision Requests
  • Call Target Config Requests
  • Callback Data Requests
  • Messaging Request
Total Requests Over Time
A chart showing the number of requests sent per day

Callback

Callback API Requests
The total number of requests
Request Sources
Two charts comparing the number of requests to different endpoints
Callback API Requests Over Time
A chart comparing the number of requests for real-time metrics, historical data, and Call Target status

Agent Answer

Agent Answer Requests
Total number of requests to the Agent Answer endpoint
Requests By Response Code
Compares the number and ratio of requests resulting in different status codes (202, 400, etc.)
Daily Agent Answer Requests
Plots the number of Agent Answer requests over time on a bar chart

Messaging Gateway

Total Count Metrics
Several metrics are displayed:
  • Messaging Gateway Requests
  • Messaging Gateway POST Requests
  • Messaging Gateway GET Requests
Messaging Gateway Requests
A line chart comparing the number of GET and POST requests received

Clients

Client Requests
A table listing each client in the current dataset along with metrics provided earlier in the dashboard

Webhooks Usage

The Webhooks Usage dashboard provides a summary of metrics related to Mindful webhooks. This dashboard tracks the number of webhook requests sent for different call events and can be used to monitor the success rate of webhook delivery.

image of the webhooks usage dashboard

Consult the following descriptions to learn more about the metrics on the Webhooks Usage dashboard.

Total Count Metrics
Several metrics are displayed near the top of the dashboard:
  • Endpoint Requests
  • Application Events
  • Webhooks in Use
  • Clients
Success Rate
Compares the ratio of successful webhook deliveries to failures
Requests Over Time
Compares the number of successes and failures over time
Requests by Event
Compares the ratio of the different types of call events that triggered webhooks
Request Events
Shows the number of requests received for different events
Clients
A sortable table listing client organizations by webhook-related metrics (requests, application events, etc.)
Primary/Backup URLs
Several metrics are displayed near the top of the dashboard:
  • Endpoint Requests
  • Primary URL Success
  • Primary Only Failure
  • Backup URL Success
  • Backup URL Failure
Request Outcomes
Shows the number of successes and failures over time for Primary and Backup URLs
Primary/Backup URL Failure Codes
Lists the type and number of failure status codes received in response to webhook requests to Primary and Backup URLs