Sage SalesLogix Advanced Analytics

Editor's Notes

• #7: Sage SalesLogix has a family of business intelligence solutions that can help businesses to make better decisions and to maximize their investment into SalesLogix and CRM. Sage is introducing Advanced Analytics as the newest solution in that family. Advanced Analytics is a business intelligence tool that aggregates CRM-related data into key metrics and allows users to analyze those metrics in different ways. It helps management, analysts and front-line employees to understand what is going on in the business, take corrective actions when needed, and to make better decisions. Advanced Analytics allows users to: Analyze trends Monitor productivity Identify top performers Focus resources and individual time on the most productive activities Identify problems, discover the underlying causes and take corrective actions Predict outcomes and change course in order to achieve corporate goals Visualize data so that patterns and trends can be easily seenAdvanced Analytics is unique because: It is an in-memory analytics solution, which means the data is pulled into the memory of the computer for fast and powerful analysis It is an advanced visualization tool, with visualizations that are superior to many BI tools in the market today It is a powerful development platform, and yet it is one of the easiest BI development platforms to work with, making it easy for analysts and developers to learn the tool and create new content It offers a comprehensive library of content and metrics that span all CRM functions It allows users to bring data in from any source, as long as it can be related to the SalesLogix data and used for CRM purposes It is an affordable solution that offers great value to customers looking for an advanced business intelligence toolAdvanced Analytics improves our message and our competitive position by: Offering an advanced BI tool at a very competitive price Provides a platform that is easier to learn and use than the competition Includes out-of-the-box content that gives customers a big head start with any customization that they need to do Provides one of the cleanest and sharpest looking user interfaces available in the market today Is fully integrated with the Sage SalesLogix Web and LAN clients
• #8: Advanced Analytics offers two clients that can be used for analysis: Standard and Professional.Standard ClientThe Standard client is the client that is embedded into the SalesLogix application. It is a zero-footprint thin client that allows users to analyze their data by interacting with the dashboard to drill, pivot, filter and manipulate the visualizations that are part of the dashboard analysis. It does not allow users to edit or create new analysis.One of the challenges of analytic applications is that they can be difficult to use. The Advanced Analytics Standard client has a very simple interface that users can interact with to better understand their business. The out-of-the-box dashboards have been designed to that salespeople, marketing associates and support representatives can monitor and manage their work just as easily as a manager or an analyst. Powerful analytics capabilities are put into the hands of everyday users in an interface that they can understand with minimal training.Professional ClientThe Advanced Analytics Professional client is a developer and administrator tool. It allows SalesLogix business partners, developers and other IT personnel to create new content and edit existing content. This tool is used to bring data into the analysis from any source, and join it to the data in SalesLogix. Professional client users can create and then publish new content to the other Advanced Analytics users.Analytics platforms are often proprietary and require a steep learning curve to understand how to use the product. The TIBCO Spotfire platform utilizes technology that developers and IT personnel already know and understand. A visual development environment removes the need for extensive coding and scripting. The Information Model uses standard SQL queries, and allows the user to easlily define connections to data sources.
• #9: Full Integration with SalesLogix Web and Windows ClientsSage SalesLogix Advanced Analytics is an integral part of the SalesLogix application, allowing users to seamlessly interact with the dashboards and their SalesLogix data. In the SalesLogix Web client, dashboards are accessed via the SalesLogix navigation bar in a new group called Analytics Dashboards. Each button launches a different dashboard, which is displayed as a main view in SalesLogix. Users can quickly switch between the dashboard views and the standard SalesLogix views. The data is quickly reloaded into the main view each time the user returns to the dashboard.In the SalesLogix Windows client, the dashboards are also accessed through the SalesLogix navigation bar. However, users can open up more than one dashboard at a time. This allows the user to compare multiple analyses quickly and efficiently.The tight integration between TIBCO Spotfire and Sage SalesLogix allows the user to: Quickly and easily open a dashboard and begin analysis Only log into the system once because the dashboards use the user’s SalesLogix credentials View detailed transactions in the dashboards and switch to the SalesLogix views to then search for and review those transactions
• #10: Drill and PivotSage SalesLogix Advanced Analytics provides users with the ability to drill into lower levels of detail through its drilling and pivoting capabilities. Users can ‘mark’ records that they want to drill into. The data that is marked can be displayed in another visualization that is a detail visualization of the chart that was ‘marked’. For example, if I see that there are 10 opportunity managers in a chart, and I select the first one, and if there is a pie chart that us tied to that bar chart, then the data displayed in the pie chart is only the data that corresponds to the opportunity manager that was marked.Users also have the ability to pivot the data in the charts. In the previous example, the user would have the ability to summarize the data in the pie chart not by opportunity manager, but by some different dimension, such as account, industry, lead source, etc. Changing the way the data is summarized is called pivoting.Finally, users have the ability to navigate down a hierarchy of values through slider controls that determine the levels of the hierarchy to display, and through the filters that are available on the dashboard.In order to discover the true cause for good or bad performance in a particular area, it is often necessary to view the data from different perspectives. Advanced Analytics allows users to do this through the Drill and Pivot capabilities. Through this feature, users are able to: Perform multiple drill actions through the use of one or more detailed visualizations that are tied together Discover the underlying causes for good or bad performance Identify corrective actions to fix the problems before they get worse, or to change processes so that the problems do not happen again
• #11: Drill to DetailsSage SalesLogix Advanced Analytics offers a quick way to view the individual records that are contributing to the values displayed in the dashboard. Users can click on a Show/Hide Details button, and a window appears at the bottom of the dashboard that lists all of the transactions or records that are factored into the metrics displayed on the dashboard.When a problem is identified, before corrective actions can take place, it is often necessary to view the details that contributed to the problem. This feature allows users to: Review detailed information about each record that contributed to the problem or success being analyzed Identify the record so that it can be searched for and viewed in SalesLogix. Users can then view all the data for that record and gain more insight, or take action by changing that record in some way, such as adding a note, or removing it from the forecast.
• #12: Filtering DataSage SalesLogix Advanced Analytics has a very easy to use filtering mechanism that is very similar to how filters are applied in SalesLogix groups. There are many different filter types offered in the TIBCO Spotfire platform. The three most common are Hierarchy, Range and List filters.Hierarchy filters allow users to navigate through the hierarchy by expanding and collapsing the different levels within the hierarchy. Values within each level can be selected or unselected to either include or filter out data from being displayed in the dashboard.Range filters allow the user to select a beginning and ending range. This feature is useful for users that want to filter the data in the dashboard based on a date range, or a specific metric such as the value of an opportunity.List filters allow the user to search through for one or more values for that filter, select those values and then filter the data in the dashboards by those values.Through the filters feature, users can: Narrow down an analysis in a dashboard by selecting specific values for filtering the data Identify at the lowest level of granularity the specific problems that are occuring Monitor and evaluate performance for individuals and teams of sales, marketing or support personnel
• #13: Advanced VisualizationsSage SalesLogix Advanced Analytics offers a series of graphically rich charts and visualization tools. Some of the most commonly used charts include: Bar Line Pie Combination (line + bar) Tree Map Heat Map Scatter Plot BubbleOne of the most challenging aspects of performing an analysis is to identify trends and to uncover patterns in the data. Advanced Analytics excels at this because it is based on the TIBCO Spotfire platform. The Spotfire platform is a recognized leader among business intelligence applications for having advanced visualizations that are graphically rich and compelling. Using these visualizations, users will be able to: Identify trends Identify patterns Create compelling, graphically rich dashboards Better understand relationships within the data
• #14: Multiple Tabs per DashboardSage SalesLogix Advanced Analytics provides the ability to include multiple tabs or analyses within a single dashboard. Tabs are displayed sequentially, and can be accessed by scrolling if there are too many tabs to fit onto the dashboard, or they can be accessed through a drop down list, much the same way that Sage SalesLogix does.Using this feature, users will be able to: See similar analyses grouped together Easily switch from one analysis to another Filter settings on one tab can apply to the settings on another tab
• #15: Export, Print and Other Toolbar FeaturesSage SalesLogix Advanced Analytics offers several features through an easily accessed toolbar that is native to the Spotfire product. The toolbar appears on the left side of the dashboard. Through this toolbar, users can: Undo and Re-do actions that were performed within the dashboard. This is an important feature because it allows the user to return the dashboard to the state that it was previously. Sometimes it is difficult to remember the exact steps taken to get to a certain point in the analysis. This feature allows users to return to a previous state, even if they forgot how they got there Export the data in the dashboard to a number of different formats, including Excel, PDF and CSV. Exporting is an important collaboration tool. It allows users to share an analysis with another user or a fellow employee. It is also a great way to keep a snapshot of a dashboard so that you can compare performance of some metrics that are not tracked over time in the SalesLogix application. Data can be exported for the entire dashboard, or for an individual chart or table. Print. Users can choose to print the dashboard, or an individual chart or table within the dashboard. This feature is a very useful collaboration tool, as well as a tool for taking a snapshot of an analysis at a specific point in time.
• #16: Interactive ControlsSage SalesLogix Advanced Analytics provides a section in each dashboard that has different ways for interacting with the dashboard. There are many ways in Spotfire to interaction with the analyses, however, the methods used in Advanced Analytics include: Changing the dimension used to summarize data in a particular table or chart. This allows users to perform the Drill and Pivot action. Specify a year that should be used to filter the data in the dashboard. This allows a user to work with a single year at a time, without having to mess with the filters. Select a metric to display in the chart. This is useful because it helps to reduce the number of dashboards and visualizations that need to be produced. The same chart can be used to display different metrics. The labels, axes and other aspects of the chart are changed automatically when the metric is switched. Determine the method for calculating metrics. Users can dynamically determine which method should be used for calculating a metric. For example, should Win Rate be calculated by using the value of the closed opportunities, or should it be the count of the opportunities? Customers can customize this area to perform many other actions. This is a very flexible tool that they can use to make their analysis perform the way they need it to. Users show and hide details through this interactive area of the application.
• #17: SalesLogix Data SecuritySage SalesLogix Advanced Analytics enforces the data security defined in SalesLogix. Users are only allowed access to the data that they can see in SalesLogix. Dashboards will not report on data that the user cannot see in SalesLogix. Users cannot bypass this security. It is based on their SalesLogix username and password, and the security code list that the user has access to.The key benefits of securing the data based on SalesLogix data security are: Users will not see accounts or other data that they do not have access to and that could be sensitive information Administrators do not have to do anything special to secure data. Since Advanced Analytics is tapping into the security that is already defined in SalesLogix
• #18: User SecuritySage SalesLogix Advanced Analytics uses the role security in both the SalesLogix and the Spotfire application. In SalesLogix, the role grants access to the buttons in the navigation bar that are for the dashboards. In Spotfire, the role security is used to grant access to the Professional or Standard client. Users can be granted access to the Professional client at different levels. They can be restricted from performing certain actions such as editing the Information Model. When new users are added to SalesLogix, they are automatically added as Standard client users in Spotfire. The key benefits of the user security management in Advanced Analytics are: Quick and easy way to manage new users Control access to Professional client at different levels. For example, a developer role could have the ability to create and edit the Information Model, while a power user or analyst role could have the ability to create new dashboards and publish to other users.
• #19: In-memory AnalyticsSage SalesLogix Advanced Analytics uses the power of in-memory analytics to summarize the data that is displayed in the dashboards. The TIBCO Spotfire platform is one of the leaders in in-memory analysis. It uses data compression techniques to shrink the size of data that is extracted from SalesLogix and loaded into the memory of the server. Data is loaded only once and shared by all users. Each user that is accessing the system uses only a small amount of server memory for additional overhead that is requiredIn-memory analysis provides many benefits, including: Very fast performance for running queries and analyzing data Bring data in at low-level of granularity, giving more flexibility in answering questions. Advanced Analytics does not use cubes, which are more rigid in the types of questions that can be answered.
• #20: Analyze Data from Any SourceSage SalesLogix Advanced Analytics has the ability to analyze data from any source, including CRM, ERP and other business applications, Web services, spreadsheets and more. However, there are some restrictions in how the data can be used. Data must be tied to Sage SalesLogix main entities, such as accounts, contact, leads, opportunities and tickets. Any analysis done using the data must be for CRM-related purposes. This means that the user must be in a Sales, Marketing, Support or related role, and use the analysis to accomplish a CRM-related task. Data can be joined through Advanced Analytics and is not required to be in the SalesLogix database.The benefits that this feature provide are many, and include: The ability to bring ERP data into CRM analysis to get true sales information The ability to measure call center performance through a CTi or telephony system The ability to bring data in from a Web service, such as e-mail marketing, so that performance of e-mail marketing campaigns can be assessed
• #21: AdministrationSage SalesLogix Advanced Analytics provides two administration views to help system administrators setup and maintain their implementation of Advanced Analytics. The first screen provides the ability to setup all of the connection information needed for Advanced Analytics to communicate with the Spotfire Servers. It also provides the mechanism for associating SalesLogix Navigation Bar buttons to the dashboards that have been deployed. All that is needed is to provide the link that launches the dashboard through the Spotfire Web Player Server.The second administration view that has been provided as part of this product is a data mapping tool. Administrators can take any field in SalesLogix, and for each value that can be assigned to that field, a new value can be assigned to it. The Administrator can essentially map existing values for a field into a set of values that the administrator decides. Out-of-the-box, Advanced Analytics provides a mapping for sales process stages. This allows customers with more than one sales process to compare the disparate stages across each sales process by looking at the mapped set of stages. This is a more accurate comparison when looking at an overall picture of the sales pipeline.The key benefits of this feature are: Quickly and easily manage and administer the Advanced Analytics application by: Creating link from a Navigation Bar button to an Advanced Analytics dashboard Specifying server connections Map disparate sets of data into one common set so that an analysis can be performed accurately across all the data The ability to create new concepts, such as a global region, which is a set of countries. This is not supported in SalesLogix, but using the field mapping feature, it is possible to map certain countries to a specific global region.
• #22: Information ModelSage SalesLogix Advanced Analytics content is built on an information model in the TIBCOSpotfire platform. The information model is used to map data from the data sources to Advanced Analytics. It is also used to create calculated fields, perform transformations on the data and other advanced features. Another key feature within the Information Model is Information Links. Information Links are used to create dashboards and other analysis. They are essentially queries that bring back a set of data that can be loaded into memory.The key benefits of having an information model are: A central repository of information that can be reused by all dashboards Easy management of changes to information links Ability to create complex calculations that can happen at the time the data is moved into memory Ability to extract data from multiple sources and have the data mapped Ability to transform data as it is being extracted and moved into Advanced Analytics
• #23: CustomizationSage SalesLogix Advanced Analytics is fully customizable. The main customization activities that business partners and customers can perform are:Modifying or creating contentModifying or creating Information LinksModifying the other content of the Spotfire Information ModelCustomizations can be performed by administrators, developers and even non-technical users, such as a business analyst or a manager. Non-technical users will generally customize by creating new content. Technical skills and training are generally required to create or modify information links, or to modify the information modelDashboards, and the analysis that is in them are easily created, edited and published to other users. This is a non-technical customization.The key benefits of the customization capabilities are:Non-technical users can create new contentThere is already a significant number of information links available, so customization should be minimalThe information model is very thorough and includes all of the key SalesLogix data fields. Most of the customization work that is needed is for non-SalesLogix dataWhen customization is necessary, Advanced Analytics makes it easy by not forcing the user to learn proprietary technology, and by providing a visual development environment that reduces the time required to customize
• #24: CompatibilitySage SalesLogix Advanced Analytics is compatible with SalesLogix v7.5.4, and supports all of the configurations supported by SalesLogix v7.5.4.
• #25: Sales By GeographySage SalesLogix Advanced Analytics provides a way for users to identify sales based on a geographical region using a map visualization. With this release, the only map available is for the USA. Other maps will be provided in the future. There is no drilling capability with this map at this time. The sales, which is measured as the sum of Actual Amount for closed-won opportunities, are color-coded by state based on the volume or size of the sale. Since Actual Amount can be entered for opportunities that do not have products, a separate table is provided in the visualization to view sales for any marked (i.e. selected) states in the map. Users can filter sales a number of ways, including by Product Hierarchy, Product Family and Product Name. They can also filter by Opportunity Manager, Opportunity Close Date, Sales (range), Industry and many more.The key benefits that users realize when using this feature include: Ability to identify trends or see patterns in sales based on the geographical region Understand how well each product is doing in each geographical region Identify data quality issues because some accounts do not have proper addresses assigned (e.g. might be missing the country or postal code) The ability to analyze geographical sales performance based on a period in time Identify which industries are selling the most in each area Analyze the areas where each sales representative seems to be having the most success
• #26: Historical SalesSage SalesLogix Advanced Analytics provides a view of historical sales in the Sales Dashboard. The Historical Sales tab allows the user to explore where sales (i.e. actual amount from closed-won opportunities) are happening. The user is able to see sales broken down by product or product family, as well as total sales (regardless of whether there was a product or not) across many different dimensions. The pie chart is dependent on the selection (or mark) made in the bar chart. The tables are dependent on the selection made on the pie chart. This means that the user can select a value in the bar chart and see that data represented in the pie chart, and then pivot or change the dimension to something else. The user can then select a record in the pie chart and see the data in the tables. The data in the table can also be pivoted to a different dimension.The key benefits of this dashboard are: Categorical analysis of sales to determine where things are being successful and where they are not Ability to view sales in many different ways, across many dimensions Ability to identify corrective actions based on past performance of sales
• #27: Sales ForecastSage SalesLogix Advanced Analytics provides a sales forecast analysis within the Sales dashboard. This analysis displays the sales and the projected sales for each quarter and month within the selected calendar year. Sales is calculated using the actual amount for closed-win opportunities. The time period that sales is reported is based on the closed date of the opportunity. Projected sales is measured using the weighted sales potential for open opportunities. The time period that projected sales is reported is based on the estimated close date. The time period that sales is reported. Opportunities are counted regardless of whether the Add to Forecast checkbox on the opportunity has been checked, however, there is a filter in the dashboard that allows users to filter out opportunities that do not have the Add to Forecast checkbox checked.The Sales Forecast analysis allows managers and individual sales people to keep track of whether or not quota will be met for a given month, quarter or year. Upon selecting a time period, the user can see which salespersons are going to achieve their individual quota. Sales managers would need to track quotas for individual sales people, since this is not currently tracked in Advanced Analytics.The key benefits of using this dashboard are: Provides window into future as to whether quotas will be met based on the forecasted and actual sales Allows managers to see forecast of entire team, and then see which salespeople are ok and which are behind
• #28: Pipeline AnalysisSage SalesLogix Advanced Analytics provides a view into the sales pipeline through the Pipeline Analysis tab in the Sales Dashboard. This analysis provides detailed views into the pipeline. A stacked bar chart allows users to see how much is in the pipeline for each opportunity type and can be summarized by sales process stage, opportunity manager, industry, geographical area and other relevant dimensions. This analysis also provides a bubble chart that allows users to see which opportunities have been in the pipeline too long, and which are the most important opportunities to close (based on the size of the opportunity). Users can also see how much is in the pipeline for a given product or product family.The main benefits that the user will receive from this analysis are: Ability to more effectively manage the pipeline so that stalled opportunities are moved through as quickly as possible, or are abandoned so that sales resources are focused on other opportunities. Ability to identify weaknesses in the pipeline before they cause a problem with quota attainment Ability to manage pipeline at salesperson level to ensure that each salesperson has a manageable load and enough in the pipeline to meet their quota
• #29: Win/LossSage SalesLogix Advanced Analytics offers users a glimpse into the effectiveness of their sales strategies by examining their win/loss ratio. The Win/Loss tab in the Sales Dashboard presents a trend analysis for win rate, allowing users to see the trends at the year, quarter or month levels. Win rate can be measured by using either the value or the number of the opportunities won or lost. When a change in the trend needs to be examined more carefully, the relevant time periods are selected and the user can then see which salespersons have had the greatest or least success, by comparing the win rate with the total sales. Win rate can be analyzed across a number of different dimensions, which helps to identify other causes for changes in win rate.The Win/Loss dashboard provides value to users by: Helping sales managers to understand which sales representatives are having the most success, and identifying training opportunities for those that are not Identifying the right mix of opportunities so that sales resources can be focused on the opportunities that will yield the highest overall sales Understanding what might be driving win rate trends. For example, a change in product, or a new product offering from a competitor may be impacting the win rate for opportunities that include certain products.
• #30: Opportunity TrendsSage SalesLogix Advanced Analytics offers period-to-period comparisons for key sales metrics in the Opportunity Trends tab in the Sales Dashboard. This analysis allows users to compare current and past performance for metrics such as sales, new customers and the number of won opportunities. Period-to-period comparison can be done across all data the user has access to, or at more granular levels by using the filters. Upon seeing a troubling trend in performance, the user can select (i.e. mark) the time periods of interest and see which salespeople, industries, geographical areas, etc. are the source of the problem.The key benefits this analysis provides to end users includes: Spot trends in metrics by comparing periods of time both chronologically and year over year. Determine specific causes for changes and trends in key sales metrics so that corrective actions can be taken
• #31: Ranking AnalysisSage SalesLogix Advanced Analytics offers a top/bottom analysis of important sales metrics. The Ranking Analysis tab in the Sales Dashboard is a one-stop analysis of metrics that are used throughout the Sales Dashboard, but that provides users with a better way to determine the top or bottom values for whatever is being measured. Users begin their analysis be selecting the metric that they want to base their top/bottom analysis on. Next, they select the dimension for summarizing the data. The slider control on the bar chart allows users to view the number of top values that they want to see, the number of bottom values, or any section of values in the middle. Once the values are identified, users can identify which salespersons, industries, geographical areas, etc. are responsible for the top/bottom values.The benefits that users receive from this analysis are: Ability to identify top and bottom performers, whether that is salespersons, accounts or other entities within the organization and the customers it serves Ability to analyze the top/bottom performers to determine the causes for their performance
• #32: Productivity AnalysisSage SalesLogix Advanced Analytics is a great assist for sales manager’s trying to measure the performance of sales representatives. The Productivity Analysis tab in the Sales Dashboard gives sales managers what they need to monitor and improve department productivity. One of the key indicators of effort being put forth by a salesperson is the number of activities they complete, such as phone calls, meetings, customer visits and e-mails. Productivity Analysis allows the user to compare the volume of activities with the sales recorded by each sales representative. Through the use of filters, users can restrict the analysis to specific activity types, salespersons, time frames and other useful attributes. When a good or bad trend is identified, the analysis can then turn to the specific details to determine which salespeople are the biggest contributors.This analysis provides the following benefits: Tie productivity to sales performance Determine individual productivity for each sales representative Identify good success criteria by looking at the activity volume and mix that successful representatives have
• #33: Campaign AnalysisSage SalesLogix Advanced Analytics provides a window into the success or failure of marketing efforts through the Campaign Analysis tab in the Marketing dashboard. This analysis looks at the return on investment for each campaign by measuring the revenue generated and comparing to the costs and the number of responses generated. Key metrics for each campaign are laid out in the Campaign Summary table. Active and inactive campaigns can both be analyzed to determine their success based on a particular metric.Key benefits of this dashboard include: Assess campaign ROI Determine which campaigns are the most successful for a given metric Evaluate performance for activve campaigns by measuring their current activity
• #34: Ticket Volume TrendSage SalesLogix Advanced Analytics provides support managers with a view into the workload that support representatives are handling. The Ticket Volume Trend analysis in the Support dashboard displays the ticket volume over time and the average number of days required to close those tickets. Support managers can carefully monitor how their organization is handling the load of cases that are coming in. The trend can be analyzed based on the creation or the close date of the ticket, so that the trend of new work coming in can be compared to the trend of work being completed. For the time periods selected by the user, the ticket load can be analyzed by support representative, category, area, issue, geographical areas and other ways to identify where the tickets are coming from.This analysis allows users to: Identify created ticket and closed ticket volume trends within a given year Determine which representatives are handling the biggest load Determine the source for tickets received in a given time period so that improvements can be made to reduce the ticket volume and to better handle tickets being received by that source
• #35: Closed TicketsSage SalesLogix Advanced Analytics provides an important look at how effectively customer support organizations are processing the cases they receive from their customers. The Closed Tickets tab in the Support dashboard looks at three things:Ticket workloadEffectiveness at closing ticketsSource of ticketsUsers have the ability to monitor which support representatives are processing the most tickets, which ticket categories, areas and issues are most common, which accounts called them in and which geographical areas the tickets came from . A tree map clearly demonstrates which categories, areas and tickets are the greatest in number. The effectiveness of closing tickets is monitored in two ways. The average time to close a ticket provides insight into which representatives, which types of tickets,or which geographical areas take the longest amount of time to close. The user can also determine the percentage and volume of tickets closed on the first call.The key benefits of this analysis are:Helps manage workload for support representatives by understanding historically how busy they areProvides assessment of productivity for each representativeIdentifies the sources from which all the tickets are being createdAllows managers to monitor the effectiveness of the team at closing the tickets, so that poor performing support reps can be identified and trained to do better
• #36: Open TicketsSage SalesLogix Advanced Analytics offers the Open Tickets analysis in the Support dashboard to help managers manage ticket workload. This analysis offers many of the same features and benefits that the Closed Ticket analysis does, with the exception that this analysis is focused on open tickets.Key benefits users realize through the use of this dashboard include: Ability to identify the source of tickets Ability to monitor and manage workload of support representatives Ability to track effectiveness at closing tickets (i.e. higher average times for open tickets indicate a problem with getting them closed)
• #37: Ticket ActivitiesSage SalesLogix Advanced Analytics addresses support representative productivity through the Ticket Activities analysis. This analysis provides a picture of the volume of ticket activities completed by each support representative and the average time to complete. Key metrics are laid out in the table to help managers understand how productive the support representatives are.The benefits that users gain from using this dashboard include: Ability to monitor the productivity of support representatives Measure the contributions that support representatives are making across multiple metrics