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Viewing Customer Engagement Trends in Pega Sales Automation

Suggest edit Updated on March 1, 2016

The Customer Engagement Trends feature allows you to see how your contacts interact with your organization. When you have insight into this data, you can use it to build relationships with your contacts. Trend data can also tell you about the effectiveness of a certain campaign. For example, you can see how many times a contact has emailed your organization.

How to view Customer Engagement Trends

In this example, you will use the Apollo Systems organization. Perform these steps to see trend data for the Apollo Systems Organization:

  1. Import the sample data.
  2. Add a domain to the organization.
  3. Review the organization Trend tab.

Importing the sample data

Download and extract the contents of this file:icon_zip.gifSampleTrendData.zip. The file is in comma separated value (.csv) format. Then, import the file into the pegadata.CED_SAMPLE_DATA table. The steps for importing a .csv file vary depending on which database client you are using.

Adding a domain to the Organization record

Add a domain to the Apollo Organization record to see all trend charts. If you do not add a domain, you only see the Customer Activity chart.

  1. Log into the application using the following credentials:  SFASampleSysAdmin/install
  2. Click Launch > SFA for Sales Rep.
  3. In the Sales Rep portal, click Organizations.
  4. In the Filter Organizations field, enter Apollo Systems, then click Filter.
  5. Click Apollo Systems in the result list.
  6. Click Actions > Edit.
  7. Enter  Apollo.com in the Domain field.
  8. Click Save.

Reviewing the Organization Trend tab

After you add the domain and sample data, you can see the charts on the Trends tab for the Organization.

  1. Open the Apollo Systems Organization record.
  2. Click the Trends tab.
  3. Confirm you can see the Customer Activities, Email Activity, Website Logins, and Subscriptions charts.

Next steps

You just saw an example of how the application presents Customer Engagement Trend data. To configure this feature for your organization, you must:

  • Determine the source of trend data.
  • Map the customer engagement data class (PegaCRM-Int-CED-Aggregated) to the table containing this data. 

For more information on mapping a class to a database table, see Database class mappings.

You also want to modify the selection criteria of the Trend reports to suit your organization's requirements. Review the selection criteria of the following Report Definition rules. These reports reside in the PegaCRM-Int-CED-Aggregated class:

  • CustomerActivityOnOrg
  • EmailActivityOnOrg
  • CRMOrgWebsiteActivity
  • CRMOrgSubscriptionActivity
  • CRMOrgDownloads

For more information on configuring reports, see About Report Definitions.

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