Who can use this feature?
- All roles with access level "high"
- Available on all plans
Participant insights help you assess performance and impact of a playbook's objective. The Participant Insights tab becomes available once a new playbook is enabled (if an objective is configured).
How objectives are measured
Catalyst measures playbook participants against the objective at three points in time:
- Entry
- Exit
- 30 days after exit
- Change metrics are measured for objectives based on a numeric field (if not null); change metrics are not available for non-numeric objectives.
- Catalyst displays all-time data from the date the objective is configured or edited. If you add an objective after a playbook is enabled or paused, there will be no entry data for current participants and no/partial data for participants that have already exited the playbook.
- You can change objectives at any time, but there may be data loss implications.
Review objective overview
Objective overview metrics include values for all-time participants.
The data in this modules is refreshed once per day.
| Data | Description |
|---|---|
| Target | The objective set within playbook settings |
| Met objective |
Measures % of participants that met objective, calculated from time of entry to 30 days after exiting the playbook This metric helps you determine if the playbook is working—the more participants meet the objectives, the more effective |
|
Objective impact Numeric-based objectives only |
Measures % change of the metric, using average values across all participants with 3 different % change calculations:
This metric tells you how much the objective's metric has been impacted, whether positively or negatively. You can point to your playbook and say, "This at-risk save play increased numeric health by 10%." |
|
Avg entry value Numeric-based objectives only |
Average value at entry; hover over to see minimum and maximum values at entry |
|
Avg exit value Numeric-based objectives only |
Average value at exit; hover over to see minimum and maximum values at entry |
|
Avg value post 30 days Numeric-based objectives only |
Average value at 30 days post-exit; hover over to see minimum and maximum values at 30 days post-exit |
Review objective attainment over time
Objective attainment over time metrics helps you understand how long it takes participants to meet the objective. The graph breaks down the number of participants that met the objective at different time intervals, from prior to exit to 30 days post-exit.
The data in this module is refreshed in real time.
Review participant breakdown
The participant breakdown displays details for every participant in the playbook.
The data in this module is refreshed in real time.
| Data | Description |
|---|---|
| Participant |
Displays the account, contact, opportunity, or additional object that entered the playbook |
| Status |
Displays participant current status in playbook (In progress, Exited: Interrupted, Exited: Completed all steps, Exited: Met objective: Exited: Met exit override) |
| Met objective |
Date participant met objective (if applicable) |
| Values at intervals |
Displays entry value, exit value, and value post 30 days of exit. Numeric values include percent change from entry to exit and exit to 30 days post exit |
| Incomplete |
# tasks not completed / (all tasks created - deleted) |
| Entered on |
Date participant entered the playbook |
| Exited on |
Data participant exited the playbook |
| Days in playbook | The number of days the participant was in the playbook (delta between entry and exit dates) |
FAQs
Q. How do playbook objectives differ from journey goals?
A. Playbook objectives help you measure impact of a specific process or workflow. Objectives are focused on one target per playbook.
Journey goals, on the other hand, measure readiness of a customer to move from one stage to another. There may be multiple goals per stage to help CSMs understand what to focus on during the entirety of the stage.