Product usage and engagement metrics

The Automatic Product usage and Engagement values come from metrics you define. Open Settings › Company metrics. You see three cards: Product usage, Engagement and Metric Charts.

Add a metric

Product usage

1. Open the Product usage card and click Add.
2. Choose Built-in and pick a metric under Select metric, or choose Custom and type a Metric name.
3. Pick a period under Select period: 30 days, 60 days or 90 days.
4. Pick a source under Select source:
   • Tracked: events sent by the CustomerCatalyst tracking SDK.
   • Manual: values you upload by CSV or through the CustomerCatalyst API.
5. Under Manage thresholds, set a Min and a Max.
6. Click Create metric.

Built-in product usage metrics are Number of logins, Feature usage, Tasks completed, Time spent in product and Number of active users.

Engagement

1. Open the Engagement card and click Add.
2. Pick a metric under Select metric.
3. Pick a period under Select period: 30 days, 60 days or 90 days.
4. Pick a source under Select source:
   • Engagement Auto: counted every night from your records in CustomerCatalyst, such as calls and meetings.
   • Manual: values you upload by CSV or through the CustomerCatalyst API.
5. Under Manage thresholds, set a Min and a Max.
6. Click Create metric.

Built-in engagement metrics include Numbers of logged calls, Number of completed tasks, Number of customer-facing meetings, Stages completed in playbooks linked to a customer and Check-ins logged within a customer’s active success plan.

Note

When you save your first Product usage or Engagement metric, that health metric switches to Automatic for all your customers. You can change this afterwards. See Metric sources.

The slug

Each metric has a Slug, filled in for you. It is the name that incoming data must use to count towards this metric: events from the tracking SDK, data imports and API uploads. For a custom metric it is the name in lower case, with underscores instead of spaces.

Two metrics can’t share a slug.

How the score is worked out

Every night, for each customer and each metric:

1. CustomerCatalyst adds up the metric’s values over its period. For a tracked metric, that is the total of the matching events from the last 30, 60 or 90 days.
2. It places the total between your Min and Max. At the minimum or below, the metric scores nothing. At the maximum or above, it scores in full.
3. It multiplies that by the metric’s weight.

The weighted results add up to a score from 0 to 10. That is the customer’s usage score or engagement score. Customers on Automatic get it as their Product usage or Engagement value.

Weights between metrics

Each metric in the list shows its weight, like Weighted 50%. All metrics of one type add up to 100%.

When you add or remove a metric, CustomerCatalyst spreads the weights of that type evenly again. An Auto updated label marks weights it changed for you.

To set your own weights:

1. Click Adjust Weightings.
2. Enter a weight for each metric. They must add up to 100%.
3. Click Save weightings.

Edit or remove a metric

Click the edit icon on a metric to change it, or the bin icon to remove it. Removing asks Remove this metric?. Click Remove to confirm. The metric’s charts are removed with it.

Metric charts on customer pages

Metric charts show a metric’s values for a customer over time, on the customer’s Overview tab.

1. Open the Metric Charts card and click Add.
2. Pick the metric under Select organization metric.
3. Pick Line or Bar under Select chart type.
4. Click Create chart.

On the customer page, each chart can show the data daily, weekly, monthly or quarterly, for a date range you pick.

Sending product usage from your product

To fill tracked metrics, add the tracking SDK to your product and send events whose name matches the metric’s slug.

Caution

Events must carry the customer’s CustomerCatalyst customer ID. Events under any other ID are not counted towards a customer’s score.

See Tracking SDK and Metrics API.