Gainsight delivers numerous 1-to-many communications via our CoPilot email tool. One to many communications are for accounts that can’t always be touched with manual outreach, but that still need pro-active attention. CoPilot also allows Gainsight to engage with our customer base regarding relevant content, best practices, or product usage. The following tutorial shows you how we capture the data related to our communication efforts, and display it on a dashboard.

Sample Dashboard View

Sample Dashboard View

Configure Report: Emails Sent in the last 7 days

This report will provide data on how many emails were sent, opened and clicked on by the specific outreach and email campaign over the last seven (7) days.

  1. Navigate to Administration > Report Builder > click + Report
  2. Select the data source:  Email Logs
  3. In the “Show me” section add the following
  • Object :: Email Logs, Display Name :: Sent, Aggregation :: SUM
  • Object :: Email Logs, Display Name :: Open Count, Aggregation :: SUM
  • Object :: Email Logs, Display Name :: Clicked, Aggregation :: SUM

4. In the “By” section add the following.

  • Object :: Email Logs, Display Name :: Batch Name
  • Object :: Email Logs, Display Name :: Template Name

5. Add the following filter to the report:

  • Triggered On = Last 7 Days

6. Click on “Apply” and your report should resemble the image below.

7. Click Save.

Configure Report: Email Stats for the past 7 days

Configure Report: Email Stats for the past 7 days

This report will provide data on the success of specific email outreaches in a graphical view.

1. Select the data source:  Email Logs

2. In the “Show me” section add the following

  • Object :: Email Logs, Display Name :: Sent, Aggregation :: SUM
  • Object :: Email Logs, Display Name :: Open Count, Aggregation :: SUM
  • Object :: Email Logs, Display Name :: Clicked, Aggregation :: SUM

3. In the “By” section add the following.

  • Object :: Email Logs, Display Name :: Batch Name

4. Add the following filter to the report:

  • Triggered On = Last 7 Days

5. Click “Apply” and then select the “Stacked Column” visual type.

6. Click Save.
 

Configure Report: Unengaged Customers (over two months)

Configure Report: Unengaged Customers (over two months)

1. Select the data source:  Email Logs

2. In the “Show me” section add the following

  • Object :: Email Logs, Display Name :: Sent, Aggregation :: SUM
  • Object :: Email Logs, Display Name :: Open Count Aggregation :: SUM
  • Object :: Email Logs, Display Name :: Clicked, Aggregation :: SUM3.

3. In the “By” section add the following.

  • Object :: Email Logs, Display Name :: Account Name

4. Add the following filters to the report:

  • Triggered Date = Current and Previous Month
  • Sum of Opened = 0
  • Sum of Sent > 5
  • Sum of Clicked = 0

5. Make sure the advanced filter logic resembles the above screenshot.

6. Click “Apply” and then select the “Column” visual type.

7. Click Save.
 

Configure the Dashboard

Please see this article for instructions on how to assemble these reports into a dashboard on the Gainsight Home tab.