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CRM Analytics Report Overview

Important:

  • All dashboard values are affected by active filters.

  • KPI values represent only records included in the current filter context.

  • Dashboard metrics are recalculated dynamically whenever filters are changed.

  • Different dashboard tabs may contain channel-specific metrics and visualizations.

  • Historical data is displayed according to the selected reporting period.

  • Detailed analytical tables always reflect the current filter context.

Business Value

CRM Analytics Report is a centralized analytical dashboard designed to evaluate the effectiveness of omnichannel customer engagement activities and marketing communications.

The dashboard consolidates data from multiple communication channels and CRM activities, providing visibility into message delivery, customer engagement, campaign performance, scenario execution, and CLM presentation usage.

The dashboard supports decision-making in the following areas:

  • Monitoring omnichannel communication performance

  • Evaluating campaign effectiveness across communication channels

  • Measuring customer engagement and response rates

  • Analyzing delivery and interaction metrics

  • Monitoring scenario execution and automation performance

  • Evaluating CLM presentation usage and effectiveness

  • Identifying communication gaps and optimization opportunities

  • Supporting data-driven marketing and field force decisions

Target Audience

This dashboard is useful for:

  • Marketing Managers

  • Product Managers

  • Regional Managers

  • Sales Managers

  • CRM Administrators

  • Business Analysts

  • Omnichannel Managers

Business Questions Answered

The dashboard helps answer the following questions:

  • How effective are communication campaigns across different channels?

  • Which communication channels generate the highest engagement?

  • What percentage of messages are successfully delivered?

  • Which campaigns achieve the highest customer interaction rates?

  • What are the most common delivery failure reasons?

  • How do customer engagement patterns change over time?

  • Which automated scenarios perform most effectively?

  • How actively are CLM materials used during customer interactions?

  • Which marketing content generates the highest engagement?

  • Which employees actively use CRM communication tools?

Dashboard Structure

CRM Analytics Report consists of multiple analytical modules:

Communication Channels

  • Email

  • WhatsApp

  • Viber

  • SMS

  • Telegram

 These dashboards provide delivery, engagement, and campaign performance analysis for each communication channel.
Scenario Analytics Provides visibility into automated customer journey execution, scenario completion rates, element performance, and delivery effectiveness.
CLM Presentation Overview Provides analysis of CLM presentation usage, presentation effectiveness, slide engagement, and employee adoption.
Consolidated Report Provides aggregated communication statistics across all available channels.


Available Filters

The available filters depend on the selected dashboard tab and communication channel.

Common filter groups include:

Period Filters

  • All Periods

  • Current Year

  • Current Month

  • Year

  • Quarter

  • Month

  • Day
Employee Filters

  • Supervisor

  • Employee

  • Employee Direction

  • Position
Customer Filters

  • Contact

  • Contact ID

  • Company

  • Company ID

  • Specialization

  • Target Group
Campaign Filters

  • Scenario

  • Scenario ID

  • Scenario Name

  • Distribution

  • Distribution ID

  • Distribution Status

  • Content

  • Content ID

  • Content Name
Marketing Filters

  • Brand

  • Presentation

  • Slide

Note:

All filters affect:

  • KPI cards

  • Charts and visualizations

  • Analytical tables

  • Trend analysis components

Changing any filter recalculates all dashboard metrics.

Key Functional Areas

Delivery Analysis Tracks message delivery performance across channels.

Provides visibility into:

  • Planned messages

  • Sent messages

  • Delivered messages

  • Undelivered messages

  • Delivery rates
Engagement Analysis Measures customer interaction with communication content.

Provides visibility into:

  • Opens

  • Reads

  • Clicks

  • Visits

  • Engagement rates
Campaign Performance Analysis

Evaluates communication effectiveness by:

  • Campaign

  • Scenario

  • Content

  • Distribution

  • Employee

  • Customer segment
Scenario Performance Analysis

Analyzes:

  • Scenario execution flow

  • Completion rates

  • Success rates

  • Failure rates

  • Average completion time
CLM Performance Analysis

Analyzes:

  • Presentation usage

  • Presentation viewing time

  • Slide engagement

  • Employee adoption

  • Content effectiveness

Data Sources

The dashboard uses data from:

  • CRM communication activity data

  • Campaign execution data

  • Scenario execution data

  • CLM activity data

  • Customer master data

  • Employee hierarchy data

  • Marketing content data

  • Calendar and period reference data