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.

statusSetting up DashboardsTurquoise16pxfa-question-circle

Configuration > Foundation > Set up Analytics Settings > Dashboard

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

Foundation > Analytics > 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.

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

Updating the data displayed in a component

A Settings icon (BLACK16pxfa-gear) in the top right corner of a component indicates that it can be modified.

Some components can be modified, while others cannot.

To modify the data displayed in a component:

Click on the BLACK16pxfa-gear icon.
Using the modal window, search for preferences to add, or select an option from the drop-down list.
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

Foundation > Analytics > 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.

Use the available criteria to define the filtering of extracted data. The criteria varies depending on the report selected.
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').
Use the Fields Displayed section to add or remove fields from the report.
Group by Fields can be used to define how data will be grouped.
Use Report Options to select the format (HTML, PDF, CSV, Excel) of the report.
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.

setupManaging 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 BLACK16pxfa-gear 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

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 reportsReports

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.

Module	Entity	Available Reports
CRM	Contacts	Contacts: Contact Commercial Relationship: A summary of contacts along with their commercial information. Contact Summary: A summary of contacts along with their basic contact information.
CRM	Service Requests	Service Requests Status: The report displays a list of service requests extracted based on their type and status.
Finance	Accounts	Accounting Periods Details: The report displays a list of transactions included in the accounting period. Parent/Member Accounts: A list of parent-member accounts. Accounts Balance: The report displays a list of accounts including their credit rating and current balance. Accounting Periods: List of accounting periods and their totals. Terminated Accounts: The report displays a list of terminated accounts with their remaining balance. Account Groups Financial Summary: The report displays a list of accounts (parent and member) groups with their detailed information.
	Products	Total Revenue per Product:
	Financial Transactions	Financial Summary by Accounting Type List: The report displays revenue totals, grouped by transaction type, including net, VAT, discount and total amount without VAT, as well as receipts by payment type. Financial Revenue List: The report displays a list of all invoices, credit notes and invoices cancellations that were posted within a specific period. Financial Transactions List: The report displays a list of all financial transactions that were posted within a specific period of time. Monthly Recurring Revenue: The report displays the MRR and MRR Growth for all subscriptions in the last 12 months. The report is generated by executing the MRR utility, which calculates existing and growth revenue per month, taking into consideration rated termed services up until the last day of the previous month. Taxes, expenses, and usage-based services are not included in revenue calculations. To execute the utility, navigate to Foundation > Analytics > Reports. Under Finance > Financial Transactions locate an Update link on the Monthly Recurring Revenue report. Click to update the information in the report to be extracted. Once the update is completed the option to update the report will disappear. Access and extract the report.
	Vouchers	Printed Vouchers Reconciliation: The report displays a list of vouchers along with their ownership status and life cycle state.
	Offers	Applied Offers: The report displays all the offer discounts that have been applied to invoices.
Billing	Subscriptions	Subscriptions Life Cycle State: The report displays a list of subscriptions including their services, billing frequency, binding period and life cycle state.
Rewards	Rewards	Reward Offer Performance: View reward offers performance per month and per unit. Rewards Participants Count: Summary information for reward participants and their behaviour. Purchases, Awards and Spend Behaviour: Provides statistics for the purchase customer events that were performed by specific customers and units and the spends and awards applied to them.
Foundation	Inventory Management	Stock Balance: The report displays stock balance. Warranty Policies for Physical Goods: The report, available under Inventory Management Reports, displays a list of the physical goods sold and covered by a warranty policy. Physical Goods Covered are goods sold with a warranty which is still valid, while Physical Goods Sold are goods which were sold or replaced based on the warranty policy specified in the report, and may still be under warranty. Warranty & Return Policies Behaviour: List of products with warranty policies and items return and covered or not.

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