This article will walk you through how to create and run reports, using the Report Builder. The report builder allows you to visualize your data from Gainsight, any Salesforce Object and Matrix Data Analyzer (MDA), in charts as well as in tables.

For general information on reports in Gainsight (as well as how to create UI Views and Gainsight Dashboards), see this article.

For information on color settings in reports, see this article.

Reports Repository (List View)

Reports Repository

Navigate to Administration > Analytics > Report Builder:

  1. Sorting options: sort reports by Source Object, Report Name, Created By, Last Modified By, and Used In conditions. (The default report list view is arranged by Report Name which displays reports arranged in an alphabetical order.)
  2. Download Report Assets from Vault: click the Vault icon to access report templates that you can import into your org.
  3. Reports 'Used In': the UI indicates whether a report is included on a Dashboard or on the CS360 page. Otherwise, The report is not used anywhere message appears under Used In. In addition, the UI also displays date and user for recent updates made to the report.
  4. The UI displays the count of reports available for the applied filter condition.
  5. Report Descriptions: field for entering a short description of the report is now available.

Notes:

  • Users who have a Gainsight license will appear under Created By and Last Modified By criteria.
  • For MDA reports, Created By and Last Modified By criterias are unavailable. These filters will be available in a future release.
  • MDA reports are available under Repository and are arranged by the last modified date filter, which is the default unmodifiable filter, available for all reports.

Create New Report

Create New Report

To create a new report you will:

  1. Select a subject area: Subject areas are divided into Gainsight, MDA Data and Salesforce Objects. Depending on what you select, you'll get all of the fields associated with the object you picked, in addition to all SFDC Account fields and GS CustomerInfo fields.
    • Commonly used subject areas:
      • Customers: general customer information, including onboarding stage, number of employees, owner, current score, industry, etc.
      • Calls to Action: for customized CTA reason/status/type reporting (Call to Action ID is a unique identifier for each CTA)
      • Transactions: customer transactions such as upsell, down-sell, churn, etc.
      • User Adoption: usage data reporting

2.     Name this Report: This will be the name that appears in the Repository, as well as in any menus or screens where the report is displayed.

Show Me & By

Show Me & By

Show Me: Add any data that you would like to visualize or include in the report. 10 fields max.

By: Add up to 5 fields that you would like to use to slice and dice or segment the data by. A field will have to be considered Groupable by Salesforce in order to use in the By section. If you do not select a By option, then you can only view the data in a table. Note: SFDC Formula fields can not be used in the By section.

  • A new option called Apply Pivot is visible under the gear icon if you have two fields in the By section. You can enable pivot only for one field at a time.

As an example, if you’d like to see # of Accounts and Total ARR by CSM,  you would add Account Name and ARR to the Show Me section and CSM Name to the By section.

Aggregation: Once fields have been added to the Show Me and By sections, you will be able to choose aggregations in the Show Me fields. The default aggregation is dependent on the field type. Text fields are automatically set to Count, and numeric fields are automatically set to Sum. Aggregation options include:

  • COUNT
  • COUNT_DISTINCT
  • MIN
  • MAX
  • AVG
  • SUM

Click the Settings icon next to the field label to update Aggregation type and Field Display Name. Field Display Name can also be updated in the By fields by clicking the icon. The Field Display Name will be the label that appears on the report. You can re-order fields in Show me or By, by dragging and dropping them.

Summarize by: In the By section, when you group by time, you can summarize by Day, Week, Month, Quarter, and Year. This option will be available if you have one item in Show me and one in the By field. Also, the By field must be a date-related field.
 

Apply

Apply

Click Apply to see a visualization of the data.

Visualization Types

Select Visualization Type

By default your data will be displayed in a table, however, you can click the Select Visualization Type icon and pick from the following options (visualization types are dependent on data points chosen in Show Me and By):

  1. Table
    • Note: In the report builder, you can modify the column widths for tabular reports. However, if the report only contains a handful of columns, then the columns will expand to fill the dashboard containers on the Gainsight Home tab. If a report contains approximately 8 or more columns, and you adjust the column widths in the report builder, then the adjustments will be honored in dashboards containing that report.
  2. Pie (only 1 field in Show can be set to Sum)
  3. Bar
  4. Column
  5. Line
  6. Area
  7. Stacked Bar
  8. Stacked Column
  9. Bubble
  10. Column Line
  11. HeatMap
  12. Pivot table
  13. Packed Bubble
  14. Scatter
  15. Widget (Summary Widget)

The following image describes the number of Show Me and By fields required to generate each of the above-mentioned visualizations,

Note: Graphical reports created will honor scorecard colors as well as colors configured on Gainsight picklist items.

Set Aggregations for Individual Columns

Set Aggregations for Individual Columns

Add Column Calculated Function values (column aggregates) to tabular reports. In the report builder, for any numeric field in a tabular report, Admins can set aggregations (sum, avg, median) for individual columns. To set column totals, click the Gear icon for the field; then under Column calculations select the aggregation that you would like to see. For example, you can select Sum, Average, or Median option (function) to appear in the column totals.

The column aggregate values will display in reports on the Customer360, Gainsight Dashboards, and Success Snapshots; but are not available in CSV exports. Column totals work across all SFDC and MDA objects.

Note: Currency and Percentage symbols are now supported in the Report Builder and also when you export the report to PowerPoint. These symbols will appear in headers when you export to CSV/Excel.

Limitations:

  1. Column Calculated Function values are not supported for Pivot reports that are visualized in Tabular format or any other chart visualization. Additionally this feature is not supported when you export such reports using a CSV or Excel sheet.
  2. Works only with Tabular reports.
  3. For SFDC, it displays the Column Calculated Function values for only up to 2000 records, whereas for MDA it displays Column Calculated Function values for records up to the limit that is set in the Tenant Management.

Filters

Filters

To filter the data that is being displayed on the graph, click the Filter icon at the top right. Two types of filters are allowed:

  • Design Time Filter Filter remains fixed and cannot be changed in the consumption area such as Gainsight Home. Click the lock to lock this filter.
  • Run Time Filter The value can be changed in the consumption area such as Gainsight Home. Leave filter unlocked.
  • Pick the field you want to filter on, choose the operator and then pick the data and click Apply.
  • Filter by Current User or Other Users: In Report Builder, when you filter on user fields, you can now select current user and other users. Current user is the logged in user and other users refers to the rest of the users in your organization. You will be able to see these options in objects related to users. For example, Created by ID(Salesforce), ID, Name, Email(MDA), and so on.

Notes:

  • By default all filters are unlocked.
  • If you are using dates in the filters, put them first to optimize the query.
  • If you are using the operators 'contains' or 'equals' make it the last filter.
  • In reports created from MDA objects, standard filters such as 'Last 7 days', ‘Last 30 days’, and so on are extended to all the operators(<, >, <=, >=). Previously, these filters were available only for equals (=) and not equals(!=), but now we have extended support to all the operators in the filter area.
  • All filters added on normal fields will be automatically added to the upper section of the filter bar in the report builder.
  • All filters added on aggregated fields will be automatically added to the lower section of the filter bar in the report builder.
  • By default, the operator between multiple filters is AND. You can change it to an OR statement by typing in the text field in the top right.
  • Normal fields are numbered from A, B…. Z and aggregated fields are numbered from 1, 2, 3…… If you want to apply an OR between the filter conditions, or if you want to add advanced filters such as (A OR B) AND C, type in your desired expression in the text box adjacent to the aggregated and non-aggregated filter section.

Configure Drill Downs

Configure Drill Downs

Click on any point in a graph to see a drill down of the data associated with that data point. Once in the drill down, you can click on the three orange dots to see a list of available fields to add or remove from the table. Click Apply once you have made your selections. The drill down table will display your selections when users click on a data point on the graph.

You download an Excel sheet report using the download icon.

Note: Reports containing 2,000+ records will export in CSV format.

Ranking

Ranking

Ranking would be used if you only want to include Top x or Bottom x records based on a particular field in the report.

To configure ranking:

  1. Click on the cog icon
  2. Choose Ranking
  3. Choose the field that you’d like rank your report on and set Top x or Bottom x based on your requirement and click apply.

Add Reports to Home Page Layouts and Customer 360

At this point, your report is only visible here in the report builder. However, reports can be added to Gainsight Home Dashboards and to the Customer 360 page. To learn more about how to create and edit Dashboards, click here.

Reports from the Report Builder will have the following options at run time:

Salesforce/Gainsight Reports:

  • Filter
  • Suggested visualization

MDA Reports:

  • Filter
  • Suggested visualization

While accessing reports created using the report builder from home page or C360

  • You will not be able to configure “Advanced search” filters
  • You can only change the operator and value of Unlocked filters
  • You can add only one filter condition on unlocked fields

Exporting Reports

Export As Excel

Export As Excel

To export a report as a Excel, click on the setting icon in report builder or home page layout and click on "Export as CSV" option as shown above.

Notes:

  • Export as Excel will be available only when tabular visualization is enabled.
  • Export as Excel will only export a maximum of 1000 records.
  • Processing of Export as Excel works in MDA and hence connectivity to MDA has to be established to use the export functionality. To export your tabular data as excel, ensure that you enable 'Exporting services' option in Administrator > Matrix Data Architecture Settings > Exporting services.
  • Processing of Export as Excel also works with SFDC objects.
  • HTML tags (div, p, br, and so on) are supported in new line formatting when you export a report to CSV or Excel.
  • While exporting a report to an Excel file, the filters applied to the reports are also exported.

Notes:

  • Export of filters is supported only for Report Builder and Dashboards.
  • Filters are not exported when you export a report from the Report drill-down.

Export as Image

Export as Image

To export a report as image, click on the setting icon in the report builder or home page layout and click on "Export as png" option as shown above.

Note:

  • Export as image will be available only when graphical visualization is enabled.
  • Processing of Export as image works in MDA and hence connectivity to MDA has to be established to use the export functionality. To export your graphical report as image, please ensure that you enable “Exporting services” option in Administrator| Matrix data architecture settings|Exporting services. (Same as previous)

Other Settings

Normalize Graph: Line Charts

Normalize Graph: Line Charts

For time series data represented by a line chart, you have the ability to normalize the graph. To normalize, click on the setting icon, and check the “Normalize” option, as shown above. Before turning on the Normalize option, the line report shows actual data points and their increases/decreases over time. After turning on the Normalize option, the first value in the result represents the baseline or zero. Subsequent values are represented as a % increase/decrease of the first value. Normalization allows you to figure out whether the values have been increasing/decreasing and by what % which reference to the first value.

Show Percentages: Stacked Bar and Column Charts

Show Percentages: Stacked Bar and Column Charts

For stacked bar and column charts with 2 fields in the By section, you have the ability to show bars/columns in percentages. The Show percentage option is accessible under the setting icon, as shown above. 100% Stacked bar charts are useful when you want to compare ratios across different segments, like by CSM, Region, or Quarter. (In the example above, more high risk customers are in the Adoption stage than others, and everyone in the renewal stage is medium risk.)

Cumulative Data

Cumulative Data

You can switch the Show Cumulative toggle button to ON state if you want to visualize the cumulative data. This functionality adds the present data to the previous data. For example, if your monthly revenue for the month of October, 2015 was $20000 and the monthly revenue for the month of December, 2015 was $40000, the visualization chart will display the December, 2015 revenue as $60000.

View Milestones (Account and Relationships)

You can view milestones for an account or relationship. This feature is applicable for Line, Area, Bar, and Column charts.

To enable the Show Milestone option:

  1. Navigate to Administration > Report Builder > [click edit on the relevant report].
  2. Select a base object.
  3. In the Show me section, select your required fields.
  4. In the By section, select a Date field. This step is mandatory to view the milestones. Alternatively, you can use the Summarized By option on the date field.
  5. (for Accounts) Navigate to the report in the relevant CS360 section. Users will be able to see a new option called Show Milestone.
  6. (for Relationships) Navigate to the report in the relevant R360 section. Users will be able to see a new option called Show Milestone.
  7. Set the Show Milestone switch to ON.

Notes:

  • When you export a report, the milestones do not appear.  
  • The option to view Milestones is available only on SFDC and MDA objects where account mapping is done. It will not show up in MDA objects where account mapping is not done.
  • Summarized By option will not be available in the Chart Options.

Summary Widget

Summary Widget

Under Visualization type, there is a new Widget option. Widgets work with 1 Show me field, no fields in By, and when an aggregation is selected on the Show me field. You can save these reports and add them to a dashboard as a widget. You may display up to four widgets per horizontal row in Dashboard containers. For example, you can generate a report on the Average Annual Revenue for a particular account and use the Widget visualization, as shown in the following image. You can save widget reports and usethem in a dashboard as a widget. Values in the widgets will change dynamically based on end-user filtering in Dashboards.

Note: You cannot export a Dashboard or Report that contains a Widget.

Freeze First Column in Tabular Report

In Report Builder, the first column in a tabular report can be frozen, using the option Freeze First Column option. This feature is helpful when you have a lot of fields in the Show me section, and while you scroll to the right to view all of the columns in the report, you want the first column to remain visible.

Report View and Export Limits

The following are the reporting preview and export limits in Report Builder, Gainsight Home Dashboards, C360, and Account/Oppty widgets:

  • SFDC reports - 2000 rows
  • MDA reports - Depends on the read limit configured in tenant management.
  • In MDA reports, you can export a maximum of 100K rows. Export to CSV has not been implemented yet for SFDC reports.