Insights for Document Request Analytics and KPIs
Insights for Customer Management is a PRO feature that allows quality teams to improve their QA/QC Workflow by tracking key metrics related to customer document requests, including:
- time to fulfillment
- request count over time
- customer request totals
Insights reports can also be used to view and export records of customer document requests across all statuses in one place. Capitalize on speedy fulfillment times to show off your responsiveness to potential customers and demonstrate your commitment to excellent customer service!
How to Access Insights
Under Customer Management, click the Dashboard > Insights
Running Insights Reports
Step 1: Select a date range
Step 2: Select a filters to see insights related to specific customers, locations, or document types. All filters are multi-select so you can view insights for any combination of values.
Step 3: Click 'Run'
Understanding Insights
Average Time to Fulfillment
Want to track on your fulfillment time as a team KPI? Average Time to Fulfillment calculates the average time it takes your company to fulfill a document request based on the date requested and date completed fields
- This metric only considers document requests that are in the “Awaiting Approval” or “Approved” status (located in the Complete tab of Document Requests)
- This metric only considers the set of document requests included in the report you have generated using the selected filter(s)
- This metric only considers the first date you completed the request (e.g., if you replace an expiring document with a new document one year later, the original time to fulfillment for that document request will not be impacted)
Total Requests Count Over Time
The graph generated here represents the total number of requests over the selected date range. Use this metric to measure growth over time for existing customer business or across specific locations. You could also look at trends across different document types to gauge growing interest in specific certifications or attributes.
New Requests Count Over Time
The graph generated here represents the total number of new requests over the selected date range. Get a sense of when new request load is heaviest to better prepare your team for busy periods.
Documents Table
The Documents report includes all document requests across all status types (New, In-process, Expiring Soon and Completed) for the selected date range and filters. Further narrow down your view by using search keywords or filters. You can filter by location, item, document type, status, customer type, request level and more. Click 'Export' to export all results into an excel spreadsheet.