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Your own business metrics in Totango

Totango helps you speak your own metric language, custom metric is a new feature from Totango Analytics team and it is available to all our ProPlus and Enterprise customers.

This advanced analytics feature allows Totango administrators to define and create your own business metrics within Totango - you can use any numeric data element or computed metric that is in your Totango account. This new feature can be found under the Settings menu as Metrics.
Creating your own metrics is simple and easy to test and validate.  

With the custom metrics, you will be able to define and create up to 20 metrics and formulas that relate specifically to your business.  

This article will guide you through the simple process of creating your own metric.

 

Computed Metrics Use Case Examples

Basic Use Case

As a CS Manager at Zendesk I would like Totango to compute my engagement score instead of computing its out of the box engagement score. I will configure a computed metric of (tickets per agent) in order to accomplish this metric.

Analytics Use Case

As a CS Executive at Optimizely I want to understand how my customers are adopting the value of new module that I delivered.  My new module is called “analytics”. I will create a custom formula for UDM equal to “total activities in analytics module per user per day” and expose it on each account profile.  I will build lists and reports to track its trend.

Health Configuration Use Case

As a CEO I want to know who are my power users in all of the important modules of my application.  For me it is reporting, workflow and mobile. I will create a custom metric equal to sum of total activities per user in all these modules in the last 7 days. If the metric value is greater than zero, I will know that my users used one of these modules.  I can make this part of my health configuration because if the value of this metric is greater than 10 activities per day, then I can consider my customers to be green in health.

 

Implementation Instructions

This is a step by step guide which will help you implement your first custom metric.

As the CS director, I would like to know what is my application ARR (Annual Recurring Revenue) per user, he would like to name it: “Active User Price”.

His desired formula is:   [contract value]  / [active users in last 30 days]

How to implement it in Totango:
As a Totango administrator, you can open the “Metrics” page in the “Settings” menu

 

Create a new metric by clicking on the “Add Metric” button, the metric formula editor opens.

Enter a metric name, and display type, and start drag & drop the metric components from the left menu to the gray formula canvas.

Totango out of the box metrics, numeric attributes, specific activity count and a specific module count can be used in the metric formula editor.

Once the metric looks fine, you can preview the metric results based on your real accounts data.

In this mode, you can review all the formula components, and final result, and change the display type.



Once you okay with the metric results, save it.

The metric is now shown in the metric page, the metric display name and display type can be changed, and you can decide if this metric will be shown in the account profile.
A user can define a metric and not expose it in the account profile by unchecking the “Show in account profile” checkbox.


Your metric is now fully defined, the first time a metric is created it takes few minutes to be available in health configuration, active lists, reports, and account profile.

 

How To Consume The New Custom Metric

The new metric can be used across Totango, in health configuration, active lists and reports. 

View custom metrics in account profile

Use custom metrics to configure your health

Filter active lists based on custom metrics


 

Use custom metrics as active lists columns

Add report breakdowns based on custom metric
 
 

That’s it, you have created and learned how to consume your first custom metric.

Now you can create a meaningful and creative custom metrics in Totango.

This feature is available to Totango customers on ProPlus edition.

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