Use "change" filters in segments

Who can use this feature?

  • All users
  • Available on all plans and license types

Custom metrics and some system attributes include a change filter to help put context when values change and take action.

Common change filters include:

  • Contract Status
  • Customer Journey Stage
  • Engagement
  • License Utilization
  • Active Users

Numerical attributes and custom metrics use the following change formula: Change = ( [Current Value] - [Previous Value] ) /  [Previous Value]

Additionally, the following segment columns are available for status and contract status changes:

  • Previous status, previous contract status
  • Status change date, contract status change

Suggested uses

  1. Create a segment trigger when a customer engagement score declines by more than 50% in the last 14 days.
  2. Generate a report of newly upgraded customers in the last 90 days.
  3. Send a campaign to customers whose license utilization drops by 90% in 2 weeks, which could be an indicator that your customer may be moving to a competitor.
  4. Export the segment for action outside of Totango.

Use change filters

  1. Create a new account segment, or open an existing segment.
  2. Click+More Filters to refine the list of results.
  3. Choose a custom metric or system attribute that tracks change, and then specify the time period to query. Available time periods include:
    • Yesterday
    • In the last 3, 7, 14, 30, 90 days
  4. Click Apply Filter. The matching records appear in the grid.
  5. Click Edit Columns to optionally add revenue-related columns and/or adjust time periods.
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“1000%” represents a huge percent change increase, for example, if the active users changed from 1 to 200. “-” represents the percent change from 0 to any number greater than 0, mostly common in onboarding accounts. Since this case is unique, a tooltip to explain this case will appear in the application

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