Analytics for Communications - Consumer Dashboards

Use the Analytics for Communications - Consumer dashboards to get quick insights into key customer account or subscription metrics, provide better service to your customers, and enhance their experience.

Required Editions

Available in: Developer Edition and for an extra cost in Enterprise, Performance, and Unlimited Editions

The Analytics for Communications - Consumer app includes two dashboards.

• Account Highlights
• Subscription Highlights

Note To see metrics related to payment and usage data in your dashboards, your Salesforce admin must import payment and usage data from an external source to the app.

Account Highlights

The Account Highlights embedded dashboard surfaces key account-level metrics such as customer tenure, customer lifetime value, total interactions, average handling time, data usage, total spend, and payment frequency. If there’s at least 120 days of historical data, you see a comparison of the last 30 and 90 days of usage, payment, and payment frequency data.

The dashboard answers these questions.

• How many customer interactions happened in the last 14 days?
• What’s the average handling time?
• What’s the data usage for the last 30 days?
• How much did the customer spend in the last 30 days?
• What’s the payment frequency in the last 30 days?
• How’s the data usage, amount spent, and payment frequency in the last 30 days compared to the previous 90 days?

Note When the payment and usage data isn’t available for the account, the dashboard shows first call resolution, activation time, and orders instead of the payment and usage metrics.

Subscription Highlights

The Subscription Highlights embedded dashboard surfaces key subscription-level metrics such as customer interactions, average handling time, data usage, total spend, and days since last payment.

The dashboard answers these questions.

• How many customer interactions happened in the last 14 days?
• What’s the average handling time?
• What’s the data usage for the last 30 days?
• How much did the customer spend in the last 30 days?
• When did the customer make their last payment?

Note When the payment and usage data isn’t available for the subscription, the dashboard shows first call resolution, activation time, and orders instead of the payment and usage metrics.