4 Key Questions to Ask When Analyzing Member Activity

When reviewing your Member Activity report, it’s important to know what questions you’re trying to answer with the data.

For senior leaders, the value isn’t just in seeing activity - it’s in connecting usage to performance, training effectiveness, and overall customer experience.

These four questions can help you turn engagement data into action.

1 Who are our most engaged members?

Why it matters:

High engagement can be a strong indicator of performance. When agents consistently use Procedureflow, it reinforces standard processes, reduces variability in customer interactions, and helps ensure consistency across the contact center.

At the same time, if a member is repeatedly engaging with the same troubleshooting flow, it may highlight a knowledge gap that could affect handle times, first-call resolution, or escalation rates.

What to do:

• Identify your most engaged members and position them as mentors, team leads, or champions of best practices.
• Track repeated use of the same flow by individual agents to spot potential coaching needs or content adjustments.

2 Is our training paying off?

Why it matters:

Investments in onboarding and training should translate to on-the-job performance. If trained agents aren’t engaging with Procedureflow, it may mean the training didn’t stick or that content isn’t resonating in live scenarios.

What to do:

• Compare pre- and post-training engagement to confirm whether adoption is improving.
• Identify members whose usage lags expectations, and reinforce with targeted follow-ups.
• Use insights to adjust future training programs, ensuring new skills translate into consistent customer interactions.

3 Is our change management approach effective?

Why it matters:

It is imperative to ensure that team members are actually engaging with updated flows after major process or compliance changes. Verifying adoption ensures critical information reaches the right people, reduces compliance risk, and allows leaders to quickly reinforce or clarify updates if engagement is low.

What to do:

• After any major process update or compliance change, verify that the intended entry point members are actually engaging with the relevant content.
• If adoption is low, consider resending communications or holding quick stand-ups to reinforce critical changes - reducing compliance risk.

4 What actions should we take next?

Why it matters:

Data only drives value when acted upon. Member Activity helps leaders pinpoint where coaching, recognition, or content improvements can deliver the biggest impact on customer experience.

What to do:

• Leverage champions: Recognize highly engaged members and empower them to support peers.
• Coach for improvement: Provide extra guidance to low-engagement members before it impacts KPIs like handle time or NPS.
• Optimize processes: Use patterns of repeated usage or disengagement to refine flows and remove friction.
• Connect to outcomes: Regularly link engagement trends back to business metrics (consistency, efficiency, customer satisfaction) to demonstrate ROI.

The Member Activity report isn’t just about tracking clicks - it’s about connecting agent behaviour to business outcomes. By asking these four questions, you’ll uncover where Procedureflow is driving consistency and where additional coaching, training, or process improvements are needed to deliver the customer experience your organization strives for.

Keep coming back to these four questions regularly. Over time, they’ll help you make smarter decisions, increase operational efficiency, and ensure that your content is not just created, but used.

Need help interpreting your report or planning next steps? Reach out to our support team, or explore our other articles on flow optimization and content governance.