Member Activity Insight (Beta)

Overview

The Member Activity report helps you understand how often members of an entry point (all, or an individual) are engaging with process content in that entry point, as well as what content they are engaging with. This helps you to measure adoption and connect usage to real-world events like campaigns, rollouts, or training.

Use this visualization to track how well your knowledge is being used, and to guide decisions about training.

What this report shows

The graph tracks how often one or all members clicked flows within a selected entry point over a chosen time range, while the list below it breaks down the number of views by member over the same period. The log at the bottom displays specific view instances with date and time.

By default, the report shows the total views by all members in the selected entry point. You can filter the report to focus on a specific member. The filters apply to everything you see on the page.

Insights you can draw from this report

• Coaching & Performance Management
  • Quickly identify under-engaged users and tailor coaching to improve adoption and performance.
  • Combine with agent performance data you're likely also collecting to surface high performers who can model best practices and support peer learning.
• Quality Assurance Alignment
  • Evaluate flow usage against QA scores or customer satisfaction ratings.
  • Spot gaps - if certain agents never access key compliance flows, that's a potential risk.
• Training Effectiveness
  • Confirm whether refresher training drives an increase in usage metrics.

Dive deeper with these 4 key questions to ask yourself when analyzing member activity.