How can I analyze Chat activity?

Understanding how your field users and HCPs are interacting is key to measuring the success of your Engage strategy. While many reports are available, let’s look at some common scenarios and the reports to help address them.

All Engage Chat reports are delivered through a Secure File Transfer Protocol (SFTP) server to ensure your data is transferred securely. Learn how to get started and access your reports.

Chat Detail Report

The compliance team at Verteo BioPharma needs to periodically audit conversations between field users and HCPs to monitor for any off-label claims or other non-compliant language.

This report contains all the raw chat data, including the full text of every message sent and received by Vault CRM users. A compliance officer can then filter this report by user and review their chat conversations for flagged words and phrases.

Some examples of insights made simple with the Chat Detail report include:

  • Which users are chatting?

  • What is the context of the chats?

  • Are the chats compliant?

Connections Report

A sales operation manager at Verteo wants to know which methods of connecting are the most effective. Are field users having more success with proactive invites via Approved Email, or are more connections generated automatically after Engage Meetings?

This report tracks every connection created and, most importantly, its origin. By looking at the Connection Source column, the manager can see which methods like Approved Email or Engage Meeting are generating the most connections. This insight is then used to focus training on the most successful strategies.

Some examples of insights made simple with the Connections report include:

  • Which sources are the most effective for creating connections?

  • Which Engage Connect Groups are creating the most connections?

Chat Activity Report

Verteo’s marketing team has rolled out new CLM presentations for its Natevba and Restolar products. They want to know which content is resonating with HCPs when sharing via Engage Chat.

This report tracks all clicks on links shared in chat messages. By reviewing the Link Clicked column, the marketing team can see which CLM presentation URLs are being clicked and opened by HCPs. This data can then provide feedback for the marketing team to update and refine their CLM assets.

Some examples of insights made simple with the Chat Activity report include:

  • Which content is clicked most often?

  • Which content is never clicked?

  • On what device size are users viewing the content?

View a full list of Engage Chat reports available to you to analyze how users and HCPs interact with each other in Engage.