The Engagement Overview dashboard allows you to view a summary of all scored accounts with regard to their engagement activity. 

Engagement breakdown

View a snapshot of engagement across all accounts. Key considerations include:

• The dashboard refreshes 24 hours
• Activity includes engagement from admins
• Activity includes the past 30 days of data
• Activity includes engagement for active customers only

1. Accounts engaged

View percentage of scored accounts that have engagement in the past 30 days. The default activity counts any of the following:

• Tickets
• Emails
• Meetings/calls

2. Actively multi-threaded accounts

Percent of scored accounts that have initiated contact with you (within 90 days) in the past 30 days. 

3. Average engagement per account

Average number of activities per account within the past 30 days.

4. Activity volume

View the breakdown of all activity or activity by type, charted by the following:

• Revenue
• Account tier
• Score threshold
• Multi-threaded users

Click into each cart to view details.

5. Notable engagement changes

View accounts with greatest engagement changes (positive or negative) in the rolling time window. Click an account name to view the account detail for more information. 

Engagement impact on at-risk revenue

View a snapshot of at-risk revenue across all accounts. At risk accounts include those with a score in the at risk threshold or key moment override.

Refer to Revenue Configuration to adjust revenue settings.

1. Low engagement at-risk customers

View total scored accounts per category of engagement and/or risk.

2. Low engagement at-risk revenue

View total dollar amount per category of engagement and/or risk.

3. Activities by volume by account tier

View the total revenue of all accounts, per score band.

4. Highest revenue / low engagement

View at-risk accounts with highest revenue and low engagement. Click to expand all low engagement customers. Click an account name to view the account detail for more information.