Contact Intelligence View

To see the Intelligence View, go to the Contact home page and click Intelligence View. To return to the original list view, click List View.

In the Contact Intelligence View, you can quickly filter your contacts, see aggregate activity statistics for the resulting records, and take action to reach out, right from the Contacts tab.

To see detailed activity for individual records, click the side panel icon next to the record name. The side panel also includes case insights, email insights, and Einstein Conversation Insights.

Contact activity metrics include:

• Total Contacts: The total number of contacts that meet your filter criteria.
• No Activity: Contacts with no completed activities.
• Idle: Contacts with past activity, but no completed activities in the last 30 days.
• No Upcoming: Contacts with recently completed activity but no future activities scheduled.
• Overdue: Contacts with activities that are overdue.
• Due Today: Contacts with activities due today.
• Upcoming: Contacts with activities due in the next 30 days.

Activity metrics include events as well as tasks.

Engagement metrics include:

• Not contacted
• Contact attempted
• Engaged
• Meeting scheduled
• Meeting declined
• Disqualified

To see the Contact Intelligence View, your Salesforce Administrator must turn it on in Setup and add the Intelligence View button to the Contact List View button layout.