Overview

The Analytics module includes dashboards, reports, printouts and summary screen exports and is used to make information easier to visualise and process. Dashboards, reports, and printouts can help identify business trends, capture business cycles and assist in management and marketing planning.  

• A Dashboard is a modular data visualisation tool consisting of one or more graphical components. Dashboards make information regarding key performance indicators available from a single integrated screen and provide a consolidated way to view data stored in the system.
• A Printout of the data entry screen is available for the related entity, the printout includes a specific set of pre-defined information. 
• A Report is a document that presents system data in a structured format for analysis. Reports assist in strategic marketing planning, in business decisions and in the preparation of financial reviews.
• Summary screens Exports provides an easy way to export and print the results of the summary screen after applying search criteria.  

Setting Up and Using Dashboards

Dashboard screens are used to display a set of dashboard components, which are available to the logged in user. CRM.COM provides a set of ready made dashboard screens, each screen covering basic business areas (or applications) of the system such as Subscriptions, Financials, Rewards. Users have the ability to make additional changes to the default dashboard screens by adding or removing components or adjusting their positioning in the screen. These adjustments can be kept as the user's preferences and they can also be shared with other users or group of users. 

Dashboards screen are controlled through the Security Profiles. 

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Setting up Dashboards

Before you start using Analytics set up the system to reflect your own business needs.

The Dashboard screen can be used to create new dashboards and define the components included in each dashboard. For each component included in a dashboard you can provide an Order. Components are displayed on the dashboard screen in ascending order, with odd-numbered components displayed on the left and even-numbered components on the right.  

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Using Dashboards

Viewing a dashboard

Dashboards that have been configured and are 'Active' are available for selection through the Dashboards screen. Use the 'Switch to Dashboard' drop-down list to select and display another dashboard.  

Changing the position of a component 

The initial position of a component is defined during dashboard setup (using the Order field). Subsequently, components can be dragged and dropped into a new position while viewing the dashboard.

1. Click and drag the dashboard component from the title area. 
2. The component can be released in the selected section, rearranging the other components.

Updating the data displayed in a component

A Settings icon ()  in the top right corner of a component indicates that it can be modified.

To modify the data displayed in a component:

1. Click on the  icon.
2. Using the modal window, search for preferences to add, or select an option from the drop-down list. 
3. Click on SAVE to update the chart.

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Printouts 

Printouts are accessed through data entry screens of the respective entity. The Printout will include a specific set of information, and the criteria based on which the Printout is generated are pre-defined. The Printouts option from the data entry screen will display the list of available Printouts and the list of available Printout Formats. Only data entry screens for which a Printout is available will include the Printout option in their menu. 

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Reports

A report is a document that presents information saved in CRM.COM in a structured format. The information is selected and grouped based on user-defined criteria before being sent  by email.

Extracting report

Navigate to the Reports screen and explore the available reports grouped by module. When you click on the report you are interested you will be taken to the report criteria selection screen.

1. Use the available criteria to define the filtering of extracted data. The criteria varies depending on the report selected.  

   Note
   Date criteria such as 'today', 'this month' or 'next year' (dynamic dates instead of specific dates) can be selected. Dynamic dates can also be used for scheduling reports (e.g., to schedule a daily report displaying service requests registered 'today').

   
   

2. Use the Fields Displayed section to add or remove fields from the report.
3. Group by Fields can be used to define how data will be grouped.
4. Use Report Options to select the format (HTML, PDF, CSV, Excel) of the report. 
5. Click on VIEW SCHEDULED from the menu bar to view existing scheduled reports, or click on SCHEDULE to schedule the report run.

Scheduling reports

Scheduling report definitions are used to automatically generate and email reports to their intended recipients as attachments. A report run can be submitted and executed once or on a recurring basis, and the report is sent when the report run has been  executed.

Scheduled definitions can be tested before they are submitted. A test email is sent to the logged in user verifying the extracted report and email information.

Recipients or email information in a report run setup can be modified. A scheduled definition can be cancelled (set as 'Not Effective'), while previously cancelled definitions can be made 'Effective' again.   

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Managing report scheduling

To access the scheduling report definition and schedule the sending of a report, navigate to the report, provide the required criteria and click on SCHEDULE to create a new schedule. You can test the report schedule by sending a test email to the logged-in user. To test it, click VIEW SCHEDULED from the Actions menu of the report, select the report and click Test Report from the Actions menu.

Once you are happy with the report you must SUBMIT the scheduled definition so that the report will be sent.

If you would like to make changes to the schedule (Criteria cannot be modified) click on EDIT from the Actions menu.

Schedules can be cancelled as long as there are no scheduled or executed runs through Cancel Report from the Actions menu. When a schedule with no executed or scheduled runs is cancelled, its life cycle state is set to 'Not Effective' (it is disabled). To set the state back to 'Effective': click Set as Effective from the Actions menu.

Refer to the Reports section to see a list of available reports through CRM.COM. 

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Summary Screen & Exports

Summary Screens provide the ability to perform a search based on a pre-defined set of criteria and view the results in a tabular form. Each summary screen includes a pre-defined set of criteria depending on the entity. Users have the ability to make additional changes to the default summary screens by adding or removing filters or columns via the  icon. These adjustments can be kept as the user's preferences and they can also be shared with other users or group of users. Using the same icon on the respective summary screen, and selecting Export provides the user with an easy way to export and print the summary screen results. The export file format options are Excel, CSV, XML or PDF.   

Summary screens are controlled through the Security Profiles. 

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Dashboard Components and Reports available in CRM.COM

Dashboard components

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The table displays the components that can be used in the dashboards of each module. For more information, refer to the analytics section of the respective manual.

Module Manual Link	Available Components (Charts)
Accounts	Component Name Description Sneak Peak Accounts per Classification and Credit Limit Status The component displays active accounts, grouped by classification and credit limit status ('Exceeded' or 'Not Exceeded'), in a vertical stacked bar chart. Accounts per Payment Preference The component displays active accounts grouped by payment preference in a pie chart. The results can be filtered based on payment preferences specified on the component settings. Accounts per Presentment Preference The component displays active accounts grouped by presentment preference in a pie chart. The results can be filtered based on presentment preferences specified on the component settings. Terminated Accounts per Month Bar The component displays accounts terminated each month, during the last 12 months in a bar chart. The results can be filtered based on accounts classifications and credit ratings specified on the component settings.
Activities	Component Name Description Sneak Peak New Activities per Type and Month Stacked Bar The component displays activities that were started in the last 12 months, in a vertical stacked bar chart and grouped by activity type and month.  The results can be filtered by activity type.  Completed Activities per Type and Month Stacked Bar The component displays the activities that were completed in the last 12 months, in a vertical stacked bar chart and grouped by activity type and month.  The results can be filtered by activity type.  Pending Activities per Type Pie The component displays activities that are not in a 'Completed' state, in a pie chart, grouped by activity type.  The results can be filtered by activity type.  Overdue Activities per Type Stacked Bar The component displays activities whose processing completion is overdue (activities that are not a 'Completed' state and are past their expected completion date).  The results are displayed in a stacked bar chart, grouped by activity type and predefined period buckets (the difference between the current and expected completion date), and can be filtered by activity type.
Communications	Component Name Description Sneak Peak New Communications per Media and Month The component displays the communications that were completed within the last 12 months, in a vertical stacked bar chart, grouped by media and month. The results can be filtered by media. New Communications per Direction and Month The component displays the communications that were completed within the last 12 months, in a vertical stacked bar chart, grouped by direction and month.  Tracked Communications per Notification Run and Month The component displays links included in communications which were completed as part of a notification run within the last 12 months, that were either 'Viewed' or 'Not viewed', in a stacked bar, grouped by month and tracked status.  The communications are filtered by notification type and link. Tracked Communication Links per Notification Run and Month The component displays 'Viewed' and 'Not viewed' communications which were completed as part of a notification run within the last 12 months, in a stacked bar, grouped by month and tracked status.  The communications are filtered by notification type.
Financial Transactions	Component Name Description Sneak Peak Average Product Revenue per Unit per Month The component displays the average product revenue from various products in a specific period, in a bar chart, grouped by product. If a date range is not supplied, the component uses data from the current month. The products can be selected through the settings (  ) accessed from the top right corner of the component.  Only 'Posted' transactions are used and taxes are not included in calculations.  Product revenue = total invoiced amount - total credited amount - total invoice cancellation amount Average product revenue =  total product revenue in a specific period/number of distinct accounts resulting in the revenue (through financial transactions) Receipts per Month The component displays the receipts from the last 12 months, in a vertical bar chart, grouped by month.  Only 'Posted' transactions are used in calculations. Receipts = total payments - total payment cancellations - total refunds Revenue per Month The component displays monthly revenue for the last 12 months, in a vertical bar chart.  Only 'Posted' transactions are used and taxes are not included in calculations.   Revenue= total invoiced amount - total credited amount - total invoice cancellation amount
Rewards	Component Name Description Sneak Peak Award Expiration Amount per Month The component displays the sum of award expiration transactions which took place over the last 11 months and those which took place more than 12 months ago, in a horizontal bar chart grouped per period. Award Expiration Transactions per Month   The component displays the number of award expiration transactions which took place over the last 11 months and those which took place more than 12 months ago, in a horizontal bar chart grouped per period. Award Transactions per Offer and Month The component displays the number of award transactions for each reward offer, which took place over the last 11 months and those which took place more than 12 months ago, in a stacked bar chart grouped per period. Awarded Amount not Spent per Scheme The component displays the total amount awarded to reward participants which is not spent in a bar chart grouped per scheme. The results can be filtered by scheme. Awarded Amount per Month The component displays the total amount awarded over the last 12 months in each rewards scheme in a bar chart grouped by month. The results can be filtered by scheme and reward offer Rewards Participant Scheme Sign ups per Month The component displays the number of rewards participants that have signed up to the selected reward scheme over the last 12 months, in a bar chart grouped per month.  The results can be filtered by scheme. Rewards Participant Sign ups The component displays the number of rewards participants that have signed up to schemes over the last 12 months and those that have signed up more than 12 months ago, in a bar chart grouped per month. Rewards Participant Terminations per Month per Termination Reason The component displays the number of terminated rewards participants over the last 12 months, separated into termination reasons, in a stacked bar chart grouped by month. The results can be filtered by scheme. Rewards Participants per Scheme The component displays the number of rewards participants per scheme, in a vertical bar chart grouped per effective scheme. The results can be filtered by scheme. Rewards Participants per Sign Up Unit The component displays the number of rewards participants that were signed up by a specific unit (merchant) during a user-defined period, in a pie chart. Spend Transactions per Month The component displays the total number of award expiration transactions which took place over the last 11 months and those which took place more than 12 months ago, in a horizontal bar chart grouped per period.  Spent Amount per Day of Week The component displays the total amount spent within the current week in a bar chart grouped by month. The results can be filtered by scheme. Spent Amount per Month The component displays the total amount spent over the last 12 months in a bar chart grouped by month. The results can be filtered by scheme. Top 5 Reward Offers based on the awarded amount during last month The component displays the top 5 offers during the last month in a bar chart.The results can be filtered by scheme.
Service Requests	Component Name Description Sneak Peak Completed Service Requests per Type and Month The component displays the service requests that were completed within each of the last 12 months, in a vertical stacked bar chart, grouped by service request type and month.  The results can be filtered by service request type.  New Service Requests per Type and Month  The component displays the service requests whose processing was planned to start on a specific date in the last 12 months, in a vertical stacked bar chart, grouped by service request type and month.  The results can be filtered by service request type.  Overdue Service Requests per Type The component displays the service requests whose processing completion is overdue, i.e., the requests included in the component are not a 'Completed' state and are past their expected completion date.  The results are displayed in a stacked bar chart, grouped by service request type and predefined period buckets (the difference between the current and expected completion date), and can be filtered by service request type.  Pending Service Requests per Type The component displays pending service requests (those not in a 'Completed' state) in a pie chart, grouped by service request type.  The results can be filtered by service request type.  Service Requests assigned to logged in user  The component displays the pending service requests, i.e., those not a 'Completed' state, that are assigned to the logged in user, in a summary table.  The results are sorted on the expected completion date, starting from the date closest to the current date, and can be filtered by service request type.
Subscriptions	Component Name Description Sneak Peak Subscriptions Life Cycle State Changes per Month The component displays the number of changes in the life cycle state of subscriptions during the last year grouped by month, in a vertical stacked bar chart. The results can be filtered by subscription type and life cycle state. Subscriptions per Life Cycle State The component displays current subscriptions grouped by life cycle state, in a pie chart. The results can be filtered based on subscription type and life cycle state. Effective Subscriptions per Type and Group The component displays all 'Effective' subscriptions in a vertical stacked bar chart grouped by subscription type and owner group. The results can be filtered by subscription type and owned by group. Effective Subscriptions per Type and Service The component displays the number of effective subscriptions, grouped by type and service. This information is displayed through a vertical stacked bar chart.
Warranty Policies	Component Name Description Sneak Peak Service Requests per Coverage Reason per Month The component displays the service requests that were raised within the last 12 months, grouped by warranty coverage reasons, in a stacked bar chart.  The results can be filtered by warranty coverage reason, job type, job status and physical good.

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Available reports Available reports

Reports

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The table displays the reports that can be used in the dashboards of each module. For more information, refer to the analytics section of the respective manual.

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