Contract usage

Gain insight into clients' usage of their contracted capacity

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

Contract Usage dashboards provide insight into how much of a client's contracted capacity is being used. In these dashboards, you can view basic information about a client's contract and compare their usage to their capacity for a selected contract term. You can also compare current and historical usage to see who is under- or over-utilizing their available capacity.

Note:

Contracts can include more than one annual term. Some of the tiles in these dashboards refer specifically to contract start/end dates while other tiles refer to term start/end dates.
Data is manually uploaded for Contract Usage dashboards, so it may take longer to update than others.

Contract Usage Historical

The Contract Usage Historical dashboard compares a client's total contracted conversations to their actual conversation usage in a selected period. While most tiles are focused on the selected period, some tiles compare data from the selected period to all data before it, allowing you to more easily spot usage trends over time.

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

Account Name

Displays the name of the client account selected in the Client filter

Contracted vs. Used Conversations

Several metrics are displayed near the top of the dashboard:

Contracted Annual Conversations
Conversations Used
Conversations Remaining

Conversation Usage

Shows the percentage of Contracted Annual Conversations that have been used

Contract Details

Displays important details about the client contract in a table

Conversations

Compares the number of conversations per month in the current term to all previous months

Days Remaining In Term

Shows the number of days remaining until the end of the selected term

Last 12 Months

Shows the number of conversations that occurred in the previous 12-month period

Prior 12 Months

Shows the number of conversations that occurred in the 12-month period prior to the range in the Last 12 Months tile

YoY conversations growth

Compares the Last 12 Months and Prior 12 Months data to show the percentage growth year over year

Last 24 Months

Plots monthly conversation volume from the Last 12 Months and Prior 12 Months on a line chart for comparison

Conversation Source

Compares the ratio of conversation sources between voice and digital

Conversation Type

Compares the ratio of conversation types between ASAP and scheduled

Conversation Outcomes

Compares the ratio of conversation outcomes

Forecasting

Contracted Daily Conversations: Shows the average number of the Contracted Annual Conversations that can be used per day (this is not a daily limit, but rather a mathematical calculation)
Avg Daily Conversations: Shows the average number of conversations processed for the client
Term End Date: The end date of the contract for the selected term
Predicted Term End Date: The expected date on which the available conversations for the selected term will be exhausted, based on the Avg Daily Conversations
Estimated Conversations at Term End: Shows an estimate of the cumulative number of conversations that will be used by the end of the term, based on current trends
Usage Capacity: Shows the percentage of the available Contracted Annual Conversations that will be used by the end of the term, based on current trends
Cumulative Conversations: Compares the number of conversations available in the contract to the number of conversations used in the current period — a forecast extends to the end of the period, taking seasonality and recent trends into account

Cross-Client Contract Usage

This dashboard is especially useful for monitoring how much a client is using their available contracted conversations over time.

Tip: By comparing the Term End to the % Usage, you can determine whether a client is currently over- or under-utilizing their capacity.

image of the cross client contract usage dashboard

Consult the following descriptions to learn more about the metrics on the Cross-Client Contract Usage dashboard.

Client Name: The name of the client represented by each row
Contract Start: The start date of the contract
Contract End: The end date of the contract
Term Start: The start date of the selected term
Term End: The end date of the selected term
Contract End Quarter: The year and quarter in which the current contract ends
Utilization Rate To Date: The percentage of contracted conversations used in the current period
Total ARR: The sum of Conversation ARR and Platform Fee
Conversation ARR: The Annual Recurring Revenue expected from the client, based on the Contracted Conversations
Platform Fee: The base platform fee charged to the client
Contracted Conversations: The total number of conversations available in the selected term
Price per Conversation: The price charged per conversation, based on the Conversation ARR and Contracted Conversations
Conversations Used: The total number of conversations used in the selected period
% Usage: The percentage of available conversations that have been used
Digital: The number of digital-channel conversations that have been used in the selected period
Voice: The number of voice-channel conversations that have been used in the selected period

Contract Usage

The Contract Usage dashboard contains mostly the same information and tiles as the Contract Usage Historical dashboard, with a focus on the current or prior term only. Below is a list of differences in the Contract Usage dashboard:

The Conversations bar graph only displays data for the selected term.
The Last 12 Months, Prior 12 Months, YoY Conversations Growth, and Last 24 Months tiles are not included.