Who can use this feature?
- All roles with access level "high"
- Available on all plans
Action insights help you understand and optimize performance of a playbook's actions (tasks, emails, and field updates). The Action Insights tab becomes available once a new playbook is enabled.
Metrics are calculated 3 months back from "today." Aggregate metrics are refreshed once per day. Drill-down metrics are real-time.
Suggested uses
Pin-point the tactical parts of your high-performing workflows and fine-tune the ones that aren't delivering results, such as:
- Review email statistics to ensure messaging resonates with customers
- Compare task engagement statistics to identify team performance and task overload
- Monitor automatic fields updates
Review insights for emails
The following insights are available for playbook email actions.
Subject
Click to view all emails created by the playbook action, including a copy of the email.
| Data | Description |
|---|---|
| Record | The object record of the playbook |
| Status | Status of the email (queued, delivered) |
| Created on | Date the email was triggered for the related record |
| Sent on | Date the email was sent |
| Delivery stats | See below |
| Sender | Sender of the email |
| Sender | Sender of the email |
Delivery statistics
Click inside each aggregated metric to view more details that contribute to the metric, including recipient and a copy of the email.
| Data (%) | Description |
|---|---|
| All emails: Measures each recipient | |
| Delivered | # delivered emails / # total emails sent |
| Not delivered | (# bounced + dropped emails) / # total emails sent |
| Opened | # opened emails / # emails delivered |
| Clicked | # clicked emails / # emails delivered |
| Replied | # replied emails / # emails delivered |
| Manual approval emails: Measures each email, may contain multiple recipients | |
| Approval | # approved emails / # total emails created from playbook |
| Rejection | # rejected emails / # total emails created from playbook |
| Waiting for approval | # awaiting approval emails / # total emails created from playbook |
| Status | Status of the template action in the playbook and date last edited |
Review insights for tasks
The following insights are available for playbook tasks actions.
| Data (%) | Description |
|---|---|
| Overall completed |
# tasks completed / tasks created |
|
Completed on time Hover on overall completed to view |
# tasks completed on or before the due date / all tasks completed |
|
Completed overdue Hover on overall completed to view |
# tasks completed after the due date / all tasks completed |
| Deleted |
# tasks deleted / tasks created |
| Incomplete |
# tasks not completed / (all tasks created - deleted) |
| Overdue |
# incomplete tasks where due date is < today / (all incomplete tasks - delete) |
| Average time to completion |
# measures only completed tasks, from start date (or create date if no start date exists) to date of completion, averaged across completed tasks |
| Status | Status of the template action in the playbook and date last edited |
Review insights for field updates
The following insights are available for playbook field update actions.
| Data (%) | Description |
|---|---|
| Field name |
# tasks completed / tasks created |
| Total updates |
# updates applied by the playbook; click in to drill
|
| Status | Status of the template action in the playbook and date last edited |