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Create Usage Section in a Layout

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

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Introduction

This article is the sixth item in a series of Adoption Explorer configuration articles. Gainsight recommends you to refer the initial articles of the series and then start with this article.

This article explains the Usage Section and its types, and how to create/add an existing Usage Section to the layout, at Company and Person level.

You can navigate to the Layouts section in a project via below paths:

  • Adoption Explorer > Administration. Hover to the required project and click the Layouts icon.
  • Admins, and specific users who have access to the Analytics page can navigate to Layouts section via: Adoption Explorer > Analytics. Hover to the required project and click the Layouts icon.

Notes:

  • The Layouts section in a project, navigated via Adoption Explorer > Administration or Adoption Explorer > Analytics remain same.
  • Admins can also grant access to Adoption Explorer > Analytics page to the specific users, using Permission Groups. Once the users are granted with the access, these specific users can create and edit layouts in a project.


This document mainly describes about:

Usage Section

Usage Sections are the main artifacts of a Layout, which displays the usage data for a given configuration. For example, you can add a usage section for: A Company’s Total Page Views by Page Title, A Person’s Page Views by Page Title, A Company’s ARR Contribution, A Company’s Segmented ARR, etc.

To configure a usage section, you must first select a Usage Section Type. Usage Section configuration differs based on the selection of the Usage Section type. Currently, Adoption Explorer support 5 types of Usage Sections. The configuration for each usage section type is explained in this document.

Note: To visualize the data in usage sections, ensure that you must have run the project at least once from the LOGS page. For information on how to run a project manually, refer to the LOGS article (OR) you may have to wait for the schedule to happen automatically (either Daily/Weekly), as configured in the Schedule Frequency article. 

Use cases:

  • Analytics allow you to find the Number of Pages viewed by user - Sum of PageViews by user in Last X days.
  • Contribution: allow you to find a customer’s ARR Contribution to the total ARR generated by all customers.
  • Heat Maps: allow you to segment a customer for ARR, Segment a customer for TotalPageViews, etc.
  • Last time user logged into Gainsight - Max( LoginDate) by User.
  • Number of days a User has been active in X days - COUNT(Distinct Date) in the Last X days by User.  
  • Compare a specific company’s measure with a group of companies - Percentage of total no. of active users per total license count for ARR > $1M.

Usage Section Listing Page

To see the existing usage sections navigate to Adoption Explorer > Administration. Hover to the required project and click the Layouts icon, you will be landed on the Default Layout screen

To see the existing usage sections:

  1. Select Go To Layout Listing from the Layouts dropdown list. You will be landed on the layout listing page.
  2. Select the Usage Sections page next to the Layouts listing page. You will be landed on the usage section listing page, where you will see all the existing usage sections in the selected project.
  3. You can perform the following actions from the Usage Sections listing page:
    1. Search an Usage Section.
    2. Edit the Description of the usage section
    3. Delete the unused usage sections. The Delete icon is visible only for the usage sections that are unused.

Important:

  • Edit and Delete operations on the Layouts and Usage Sections can be performed only by the Super Admins and Owners (Created By). But, the other non-super admins/users can still create a new layout in any project and add usage sections to it.
  • You can see the following information messages, when you try editing/deleting a Layout/Usage Section for which you are not the Owner or a Super Admin:
    • When you try editing a Usage Section: ‘You cannot edit this usage section because you are not the Super Admin or the creator of this usage section!’
    • When you try deleting a Usage Section: ‘You cannot delete this usage section because you are not the Super Admin or the creator of this usage section!’

Configure Usage Section for each Type

Once a layout is created and saved, you can now create/add a new usage section or can add an existing usage section to the layout.

Analytics

To add a new Analytics usage section:

  1. Select the Layout in which you want to add a usage section.
  2. In the Layout Detail view, click + at the bottom right corner of the page.
  3. Click the Add New Usage Section button.

Analytics

Using this type of usage section, you can configure various visualization charts to analyze usage data based on the selected measures and dimensions.

Data Sources

Upon selecting Analytics Usage Section type, you will see a dropdown called Data Sources. Selecting the required Data Source Object (Ex: Company Information, Company Time Series, Company Entitlement, Person Information, Person Time Series, Person Entitlement, etc.) from the Data Sources dropdown list will get you access to the measures and dimensions of that particular Data Source.

Groups

If the selected Data Source is of “Time Series” type, you will see another dropdown called Groups. Here, each group refers to the external data source which you have configured in the “Objects” section in Adoption Explorer. Once you select a group, you will get access to all the measures and dimensions ingested from that external source along with all custom measures and dimensions. For detailed instructions on how to configure groups in a Data Source, refer to the Configure Groups article.

Show Fields

Once you select a Group from the Groups dropdown list, you can now add the required measures and dimensions to the Show Fields section. You have an option to select a measure or dimension by selecting Add Field, or can also apply certain functions on measures and dimensions by selecting Add Function.

Add Field

To add a field:

  1. In the Show Fields section, click + and select Add Field. A new screen (ADD FIELD) appears, which displays all the available measures and dimensions in the selected Data Source object.
  2. Select the required measures and dimensions from Ingested Fields and Derived Fields section.
  3. Click Add. You will see the selected fields are added to the Show Fields section.

Default Aggregation option: Using this option, you can set a default aggregate function that can be applied across all the measure fields that you want to add after the first measure. You can choose the aggregation of the other measure fields while adding the first measure field itself. 

Notes:

  • Once all the required measure fields are added to the Usage Section, if required, you can still change the Aggregate Function of a specific measure field.
  • This option is applicable to Analytics and Analytics with Gainsight Milestones usage sections only.
Add Function

There are a wide range of functions available within Adoption Explorer, you can apply these functions on the required fields, based on your business requirements. 

Following are the Functions that can be created while creating a usage section:

  • Aggregate
  • Analytics
  • Expression Builder
  • String
  • Date
  • Case
  • Math

For detailed information on the Functions available in Adoption Explorer, refer to the Adoption Explorer Functions article.

To add a function:

  1. In the Show Fields section, click + and select Add Function. A new screen (ADD FUNCTION) appears.
  2. Function Type: Select the required function type from the Function Type dropdown list.
    Functions are grouped into 3 categories like, Aggregate, String and Analytics. Upon selecting function type, you will be provided with all the available functions in that category.
  3. Function: Select the required Function from the Function List dropdown list. Function list is grouped based on the function type. All the functions associated to the function type are displayed after you select the type.
  4. Function Definition: Select the required field from the Function Definition dropdown list, on which you want to apply the function.
    Note: Dropdown list contain all the fields which are eligible for that particular function. For example, if you select the function type as Aggregate, you will only see the Number data type fields.
  5. Enter Alias/Display Name in the Target Field Name.
  6. Decimal Places: Enter the number of decimal places (digits) you want to assign after the decimal point.
    Note: Decimal points are available only if the resultant data type is number. You need to specify up to what decimal point you want your data to be extracted and saved.
  7. Click Save. You will see the saved function is added to the Show Fields section.
  8. Click Settings/Gear icon on the field/function added to the Show Fields section, if you want to modify the settings.

Filters

Once you have added the fields/functions to the Show Fields section, you can now apply filter conditions and filter out the unwanted noise data from the usage section, using Filters.
Here, you can apply your own logic, for filtering the records, based on your business needs.

To apply filters:

  1. Select the required Filter, either AND (or) OR.
  2. Click + to add a filter. You can add multiple filters in a single filter, by clicking +.
  3. Select the required field from the dropdown list, on which you want to apply the criteria..
  4. Select the required operator from the dropdown list, which meets your criteria /(business needs).
  5. Enter the required value of the field that meets your criteria (business needs).

You can also add multiple Sub filters/Nested filter conditions under the filter. The data filtering after applying the sub filter starts from the lowest level filter.

To add a sub filter within a filter:

  1. Click the Rounded-Plus button.
  2. Select the sub filter, either AND (or) OR.
  3. Select the required field from the dropdown list, on you will you want to apply the criteria.
  4. Select the required operator from the dropdown list, which meets your criteria /(business needs).
  5. Enter the required value of the field that meets your criteria (business needs).

This means, the data filtering happens first using the OR filter conditions (starts from lowest level filter), and on the resultant data of the OR filters condition, then the AND filter condition will be applied.

Order By

Order By allows you to sort the analytics data for this usage section in a particular order.

To Configure Order By:

  1. Click the + button. You will see a list of fields added to Show Fields section.
  2. Select the required field on which you want to apply Order By.
    Note: You can add only 1 field to the Order By section.
  3. Click Add.
  4. Click the Settings/Gear icon. A new screen (Field Options) appears.
  5. Select ASC or DESC from the Order By Direction dropdown list.
  6. Select FIRST or LAST from the Nulls dropdown list.
  7. Click Save.

Show Preview

To Show Preview:

  1. Click Show Preview to proceed or click Reset to go back to the previous version. For more information on Preview Options, click Preview Options.
  2. Enter the Usage Section Name, if you wish to save the usage section.
  3. Click Save, to save the usage section to the layout.

Show Preview.png

Analytics with Gainsight Milestones

In this usage section, all the Gainsight milestones created for the selected Company, its Relationship and the selected Date Range are overlaid with the configured usage data trend, which allows CSMs to derive more insights and make faster business decisions. For instance, a CSM has created a Gainsight milestone called Onboarding, and may want to check the usage adoption trends before and after the Milestone. To achieve this use case, admins must first create Analytics with Gainsight Milestones usage section and add the required fields to it, and then enable this usage section on C360 page for the CSMs to view.

For information on how to create Gainsight Milestones, refer to the Configure Milestone Types article.

Note: Analytics with Gainsight Milestones usage sections can only be built on Time Series data sources.

To create this usage section: 

  1. Select the required layout in which you want to add the Usage Section.
  2. In the Layout Detail view, click + at the bottom right corner of the page.
  3. Click the Add New Usage Section button.
  4. Select Analytics with Gainsight Milestones from the Usage Section Type dropdown list.
  5. Select the required source from the Data Sources dropdown list.
  6. Add the required fields to the Show Fields section.
  7. Select the Get Relationship Milestones checkbox, to include the Relationship Milestones of the selected Company.
  8. Click Show Preview.
  9. Select the required Company, Instance and Date Range, and click Preview.
  10. Click Save, to save the usage section to the layout.

In the video you can also see how the Gainsight Milestones are overlaid with the usage data trends.

Contribution

Contribution Usage Sections are used to find the Percentage of Contribution made by a Company to the Segment it belongs to, based on the selected measure.

To add a new Contribution usage section:

  1. Select the Layout (from Company/Person level) in which you want to add a Usage Section. For example, if you have selected a Company Layout, you will see the Segment Source and Contribution Sources only from the Company level.
  2. In the Layout Detail view, click + at the bottom right corner of the page:.
  3. Click the Add New Usage Section button.
  4. Select Contribution from the Usage Section Type dropdown list.
  5. Select the required source from the Segment Source dropdown list.
  6. Select the required source object from the Contribution Source dropdown list.
  7. Select the Segment Field from the Segment Field dropdown list.  
  8. Select the Contribution Field from the Contribution Field dropdown list.
  9. Click Show Preview to proceed or click Reset to go back to the previous version. For more information on Preview Options, click Preview Options.
  10. Enter the Usage Section Name, if you wish to save the usage section.
  11. Click Save, to save the usage section to the layout.

The insights you could derive from the above video are: the selected company has made a contribution of 5.79% of total “ARR” generated from 14 Companies.

Heat Map

Heat Map usage sections are useful in identifying the Segment/Cluster/Category into which the given Company or Person falls under, based on the selected measure.

13. Heat Map Example.png

From the above image, you could easily identify into which segment the selected company falls under for various Measures. For example, ARR falls into Highest segment, whereas, Page Views falls under Medium segment.

To add a new Heat Map usage section:

  1. Select the Layout (from Company/Person level) in which you want to add a Usage Section. For example, if you have selected a Company Layout, you will see the Data Sources only from the Company level.
  2. In the Layout Detail view, click + at the bottom right corner of the page:.
  3. Click the Add New Usage Section button.
  4. Select Heat Map from the Usage Section Type dropdown list.
  5. Select the required data source from the Data Sources dropdown list.
  6. In the Segment Fields section, click + and select the required segment fields.
  7. Click Add.
  8. Click Show Preview to proceed or click Reset to go back to the previous version. For more information on Preview Options, click Preview Options.
  9. Enter the Usage Section Name, if you wish to save the usage section.
  10. Click Save, to save the usage section to the layout.

Other Settings

  • You can also view the above usage section in a List view or Table view, by clicking the Chart Types dropdown list.
  • You can enable Animations by selecting the Animations checkbox.
  • You can enable Gradients by selecting the Use Gradients checkbox.
  • You can enable X Axis and the Y Axis labels by selecting the Show X Axis Label and Show Y Axis Label respectively.

LeaderBoard

Leaderboard usage sections help identifying the list of people ranked, either ascending or descending, who are leading, either ascending or descending, based on the selected measure/derived measure. For example, from a leaderboard, you can identify the Top 10 Person’s Sum of PageViews, Top 50 Person’s Sum of Unique PageViews, Top 10 Person’s Maximum Time on a Page, etc.

Notes:

  • Currently, you can create a Leaderboard Usage section on the measures/derived measures enabled for Leaderboard, in the Person Time Series Weekly object only.
  • Leaderboard usage sections can be created only under the Company Layout, as a person always belong to a Company.

The Leaderboard report (in ascending order) displayed in the below image helps you identify the Top 10 Person’s Sum of PageViews, for the selected Company, Instance and Date Range.

Lead.png

To add a new LeaderBoard usage section:

  1. Select a Company Layout in which you want to add a Usage Section or you can create new Company Layout by clicking +Layout. For example, if you have selected a Company Layout, you will see the Data Sources only from the Company level.
  2. In the Layout Detail view, click + at the bottom right corner of the page:.
  3. Click the Add New Usage Section button.
  4. Select LeaderBoard from the Usage Section Type dropdown list.
  5. Select the required data source from the Data Sources dropdown list. Currently, you will see only Person Time Series Weekly object.
  6. In the Select Fields section, click + and select the required measure/derived measure fields. Here, Person Id and Sum PageViews Leaderboard are added to the usage section.
  7. Click ADD.
  8. Click Show Preview to proceed or click Reset to go back to the previous version. For more information on Preview Options, click Preview Options.
  9. Enter the Usage Section Name, if you wish to save the usage section.
  10. In the Rank Upto textbox, enter the number of records to be shown in the usage section.
  11. Click Save, to save the usage section to the layout.

Benchmark

measures/derived measures compared with a group of similar companies defined by a criteria, by aggregating the measures data. This section also helps you compare the performance of a company with overall companies. While configuring Benchmark usage section, you must set the criteria for grouping the similar companies using any Company attribute. For example, using Benchmark, you can compare a specific company’s measure (Ex: Percentage of total no. of active users per total license count) with a group of companies (Ex: ARR > $1M). You can also compare the same measure with all companies.

Note: Benchmark usage sections can be created only under the Company Layout.

To add a new Benchmark usage section:

  1. Select a Company Layout in which you want to add a Usage Section or you can create new Company Layout by clicking +Layout. For example, if you have selected a Company Layout, you will see the Data Sources only from the Company level.
  2. In the Layout Detail view, click + at the bottom right corner of the page:
  3. Click the Add New Usage Section button.
  4. Select Benchmark from the Usage Section Type dropdown list.
  5. Select the required data source from the Data Sources dropdown list.
  6. Select the required group from the Groups dropdown list. If the selected Data Source is of Time Series type, you can see this dropdown.
  7. In the Choose Fields section, select the required measure/derived measure fields. 
  8. Select the required aggregate, from the Aggregate Functions dropdown list. 
  9. Select the Overall checkbox, if you wish to compare a specific company with overall companies.
  10. Select the Show In Percentages check box, if you wish to see the results in percentages.
    Note: You can see this checkbox, only when you select the Overall checkbox.
  11. Select the Group checkbox, if you wish to compare a specific company with group of companies.
    Note: You can select Overall and/or Group checkbox, as required.
  12. Select the required source from the Group Source dropdown list. 
  13. In the Define Group with criteria section, apply filter conditions based on your business needs. For more detailed information on how to apply filters, refer to the Filters section.
  14. Click Show Preview.
  15. Enter the Usage Section Name, if you wish to save the usage section.
  16. Select the required Company, Instance and Date Range, and click Preview.
  17. Click Save, to save the usage section to the layout.

The following image displays ‘Total Licensed Seats’ as a measure to compare a company with Overall and Benchmark companies.

Grouped Contribution

This usage section helps create different groups of companies or cohorts based on filter criteria and analyze how each group of companies contribute to various measures/derived measures by percentage of measured data over contribution of overall companies. To help visually identify the nature of contributions, you can define specific ranges for percentage values and configure color schemes to the ranges, to indicate whether the contribution is Bad, Neutral or Good. This usage section helps visualize operational bottlenecks of various groups of companies and drive operational efficiencies for these groups. 

For example, CSMs may handle multiple groups of companies and each group takes specific time to complete different stages of the Onboarding process. Grouped Contribution Analytics helps analyze which group takes more time to complete each stage and identify the bottleneck to address.

Note: Grouped Contribution Analytics usage section can be created only under the Freeform Layout.

To add a new Grouped Contribution usage section:

  1. Select a Freeform Layout in which you want to add a Usage Section or you can create new Freeform Layout by clicking +Layout
  2. In the Layout Detail view, click + at the bottom right corner of the page:
  3. Click the Add New Usage Section button.
  4. Select Grouped Contribution from the Usage Section Type dropdown list.
  5. Select the required data source from the Data Sources dropdown list.
  6. Add the required fields to the Add Fields section.
  7. In the Define Group with criteria section, select the required Company attribute from the Select An Object dropdown list. 
  8. Click Add Filter. The Add Filter page appears.
    1. Enter the Filter Name in the Filter Name text box as required.
    2. Enter the Description in the Filter Description as required.
    3. Apply the filter criteria based on your business needs. For more detailed information on how to apply filters, refer to the Filters section. 
    4. Click Save.
  9. Click Show Preview.
  10. Enter the Usage Section Name, if you wish to save the usage section.
  11. Select the required Date Range, and click Preview.
  12. Click Save, to save the usage section to the layout.

Other Settings

  • You can also set the Default Value for Card Color and Text Color
  • In the Specific Value Between section, you can add specific ranges for percentage values and configure color schemes to the ranges.

The following image displays the % of adoption of each group of customers to different products, based on the applied filter criteria. Here, 0 to 35% of adoption is considered as Bad, 35 to 60% is considered as Neutral and 60 to 100% is considered as Good. 
Example: For Product 1, % of adoption of Tier 1 group is 30.64 which is displayed as Neutral, Tier 2 group adoption is 66.43 % which is considered as Good and Tier 3 group adoption is 0.15% which is considered as Bad.

You can also see the number of companies that belong to that group.

ScreenClipAE.png

Drill-Down of Usage Section

Usage reports can give you better insights when you correlate them. In the usage section, when you click on any point in a graph/chart (pivoted reports), it opens a new window in which you can now see a drill-down view of the data associated with that data point. Once you are in the drill-down page, you can further select and add additional fields to the drill-down view, from the list of fields available under the object dropdown list, and then correlate the data to derive deeper insights.

Drill-Down Reports: these reports allow users to navigate to a different layer of data granularity by clicking on a specific data point. Drill-down allows users  to explore multidimensional data by navigating from one level down to a more detailed level. This allows users to view aggregated, summary data and then hierarchically explore deeper levels of the data for more specific analysis.

The following video is the Standard Drill-down report that is shown based on the configured usage section.

You can also create a Custom Drill-down report on a usage section to explore deeper levels of the data for more specific analysis. For example, assume your usage section/report is built on Company Usage Data and you may want to drill-down and correlate company data with person data. To achieve this use case, you can build a custom drill-down report using Person Usage Data as a Source, on the Company Usage Section/report.

Business Use Cases

  • Assume, you have a Top 10 Users report and you may want to find out what all features were used by a user in the selected time frame. This gives you a better understanding of the Feature habits of a Power User.
  • Assume, you have per Account > Stacked Feature Chart (for Pivoted Reports) and you may want to find who all (persons) in that Account are using a specific feature in the same time period. To achieve this use case, you can now easily drill down to data from different sources between Company Usage data and Person Usage data to see who in that account used that feature.

This following configuration is explained to solve the 1st business use case.

To create a custom drill-down report:

  1. Click the Three dots on the top right corner of the usage section, and select Custom Drill Down
  2. From the Data Sources dropdown list, select the required source object. Here, for this use case, select Person Time Series Daily object.
  3. From the Groups dropdown list, select the required group. Here, for this use case, select Page Tracking (Person TS Daily)
  4. Add the required to Show Me. Here, for this use case, add Date, Page Title and Person Id fields. 
  5. In the filters section, click + to add filters. Here, for this use case, apply <<Person Id / equals / [Data point] Person Id>>.
  6. In the Number of Records field, enter the number of records you wish you to see in the report.
  7. In the Title field, enter the Name of the Drill-down report.
  8. Click Save.

Now, clicking on any data point on the chart will give you the insight on what all features were used by a specific user in the selected time frame.

Preview Options

On clicking the Show Preview button on Usage Section configuration page, a new window (Usage Section Preview) appears, where you can preview the data of the selected measures and dimensions.

In the Usage Section Preview page, you can apply the following filters to get the preview of the data:

  • Company
  • Instance
  • Date Range    

Other Settings

  • Once you apply the required filters, the data will be shown in a default chart. But, you can still change the chart type by clicking the Chart Types dropdown list.
  • You also have the ability to enter the number of records to be shown on the usage section. Once you enter the number of records in the Number of Records textbox, the system will return only those many records of data based on the sort conditions given in Order By section.
  • Select the Animations checkbox, to enable animations.
  • Select the Use Gradients checkbox, to enable Gradients.
  • Select the Show Legend checkbox, to enable Legends.
  • Select the Doughnut checkbox, to enable Doughnut view of a chart. You can also edit the width of the arc in the Arc Width (fraction of radius) checkbox.
  • Select the Explode Slices checkbox, to explode the visualization into slices.
  • Select the Show Missing Dates With Nulls checkbox, to include the dates for which the usage data is Null, for the selected date range. Once you select the checkbox, the visual representation includes the Null data.
  • Select the Show Data Points checkbox, to directly see the data points on the Line Chart or Area Chart.
  • You can select the required date format to display on the Trend Charts, from the Date Format dropdown list.
    The available formats are:
    • MMM Day: For example - August 25th
    • DD/MM/YYYY: For example - 25/08/2020
    • MMM YY: For example - Aug 20
  • You can set Reference Lines and values to display on the Trend Charts. For example, you can use this option to set a reference value for Minimum Page Views and Maximum Page Views, through which you can analyze and know if the usage adoption is pointing towards a Minimum or Maximum.

Best Practices

  1. Naming Conventions: Although, you try to make things as intuitive as possible, it is always advisable to give proper names for Layouts, Usage Sections and Legends (Display Names) based on your business need, for better identification.
  2. No.of Usage Sections: It is always recommended to add only the required number of Usage Sections to the Layout. You can create as many as Layouts, based on the logical grouping of Usage Sections rather than crowding out with too many Usage Sections in a single Layout.
  3. Chart Type: By default, Adoption Explorer Analytics selects the best possible Chart Type, based on configured Measures and Dimensions. But, it is always recommended to try out other chart types, based on your business requirement, before saving the new Usage Section.

Once the Usage Sections are configured in a layout, you can now wait for the project to run automatically (either Daily/Weekly), as configured in the Setup Source Connection article (or) you can also schedule a project manually from the LOGS page. For more information on how to run a project manually, refer to the LOGS article.

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