Analyze Customer Information Using Trend Charts

Overview

Trend charts help you understand the customer behavior over time, which is vital is figuring out how customer behavior has changed, and in reporting on your customer key information.

This article will describe how to read the trend chart in the account profile and analyze customer information accordingly.

Trend charts can be found in these sections: key metrics widget, information tab, usage tab,  and users tab.

Topics covered in this article:

• Aggregation Time Periods
• Aggregation Functions
• Exporting the Data
• Unique Metrics - Active Users, Engagement and License Utilization

Aggregation Time Periods

The basic data point in the chart is the daily sum of the selected value. You can select various aggregation periods using the left drop-down. The default time period is "Last 24 Weeks".

Selecting an aggregation period determines the chart start and end dates and the period aggregation. For example, if you selected "Last 12 Months", each data point on the chart will represent 1 month's worth of data and there will be 12 data points.

The selected aggregation period (and function) are persistent per user per trend chart. The next time you enter the same trend chart in the account profile, the previous aggregation period and function will be selected. Totango saves this configuration as part of the user session and it will not be saved when logging into Totango from a different browser, computer, or using virtual computers/desktops.

Note: Only Enterprise plan customers can view 1-year trends which include "Last 52 Weeks", "Last 12 Months", "Last 4 Quarters".

Aggregation Functions

You can select aggregation functions using the right drop-down (the default aggregation function is Average). Since the basic data point in the chart is a daily sum, when selecting an aggregation function, you decide how to aggregate the data to weekly, monthly and quarterly information. 

Use Median aggregation function to analyze the middle value for each period, and eliminate outer /extreme values.

Use Maximum aggregation function to analyze the best days trend, for example, view best days in each month trend.

Again, the selected aggregation function (and time period) are persistent per user per trend chart. The next time you enter the same trend chart in the account profile, the previous aggregation period and function will be selected. Totango saves this configuration as part of the user session and it will not be saved when logging into Totango from a different browser, computer, or using virtual computers/desktops.

Note: Since the basic data point in the chart is the daily sum of the selected value, you cannot select a different aggregation function once "Last 90 days" period is selected.

Exporting the Data

You can download the trend chart data to a CSV aggregated by the selected aggregation period and function. "Last 90 Days" will give you the daily Sum breakdown for each day and the "Last 24 Weeks" will give you the weekly data breakdown by selected function (Sum, Average...).

Unique Metrics

The trend chart behaves differently for these unique metrics:

• Active users - this metric counts the number of unique users in a certain period. Since it is not an aggregative metric, the number of unique active users at the end of the period is selected instead of any aggregation. In addition, the aggregation function options are disabled.  
  
  For example, if you select "Last 24 weeks" in the aggregation period drop-down, the number of unique active users in the last 7 days will be presented in the chart.
  
  
• Engagement Score metric is based on unique active users, therefore is not an aggregative metric. It will be presented as engagement score at the end of the period.
• License Utilization metric is based on unique active users, therefore is not an aggregative metric. It will be presented as the license utilization at the end of the period.

Learn more about Totango Core Metrics - Engagement Score, Usage Frequency, Time Spent, Active Users & License Utilization!