Dealer Portal Analytics
Outcome Effectiveness
The Outcome Effectiveness tab provides insights into how effectively dealer portal users progress through key stages of the shopper journey. It focuses on shopper-to-authentication conversion and agent performance, helping users understand both overall outcome rates and the contribution of individual dealer portal agents.
Active Shopper Auth
Displays the percentage of active shoppers who progress to authentication.
The KPI card provides:
- Conversion Rate - Displays the overall percentage of active shoppers who reach the authentication stage.
- Active Shopper Auth - Identifies the specific journey transition being measured.
This metric provides a high-level view of how effectively active shoppers are progressing toward authentication.
Top Performing Agents
Displays a ranked list of dealer portal agents based on the time they spend across dealer portal screens.
The table includes:
- Rank - Displays the agent’s position in the ranking.
- Agent Name - Identifies the dealer portal agent.
- Role - Displays the agent’s assigned role.
- Total Time Spent - Shows the total time the agent has spent on dealer portal screens.
- Top Time Spent - Displays the relevant top time-spent information associated with the agent.
The table can be scrolled to view additional agents and provides a comparative view of agent engagement with the Dealer Portal.
Active Shopper Auth Trend
Displays the Active Shopper → Auth conversion rate over time.
The line chart includes:
- Weekly Trend - Shows conversion performance across weekly intervals.
- Conversion Percentage - Represents the percentage of active shoppers progressing to authentication.
- User Volume - Displays the number of users contributing to the conversion calculation when viewing individual data points.
Hovering over a data point provides additional details for that week, including the conversion rate and user count.
This visualization helps users identify changes and trends in authentication conversion effectiveness over time.
User Adoption & Engagement
The User Adoption & Engagement tab provides insights into how frequently dealer users access and interact with the portal. It measures user activity, session behavior, usage frequency, and engagement across different user roles.
Active Users
Displays the total number of active dealer users within the selected reporting period.
The KPI provides a high-level view of the number of users actively engaging with the Dealer Portal.
Avg. Sessions/User
Displays the average number of sessions initiated per active user.
This metric helps indicate how frequently users return to and interact with the Dealer Portal during the reporting period.
Avg. Session Duration
Displays the average amount of time users spend in a portal session.
This KPI provides an indication of the depth of user engagement, with longer session durations generally indicating more time spent interacting with portal functionality.
Days Active/Week
Displays the average number of days per week that users are active on the Dealer Portal.
This metric helps measure the consistency and frequency of portal usage.
Hours/Day
Displays the average number of hours users spend on the Dealer Portal per active day.
This provides an additional measure of daily user engagement.
Active User by Role
Displays the number of active users grouped by their dealer portal role.
Users can use the Top 5 filter to control the number of roles displayed.
The chart provides a comparison across roles such as:
- Sales Manager
- Sales Consultant
- F&I Manager
- General Manager
- Admin
The horizontal bars represent the number of active users associated with each role.
Active User Trend
Displays the number of active users over time.
The line chart shows:
- Time-based activity across the selected period.
- Active user count for each reporting interval.
- Trend direction to help identify increases or decreases in user adoption.
Hovering over a data point provides the active user count for that period.
Avg. Session Duration by Role
Displays the average session duration associated with each dealer user role.
Users can use the Top 5 filter to control the number of roles displayed.
The chart allows users to compare session duration across roles and identify which user groups spend more or less time within the Dealer Portal.
Session Trend
Displays the overall number of portal sessions over time.
The chart includes an All filter that allows users to adjust the displayed data scope.
The trend visualization helps identify changes in portal usage and periods of increased or decreased session activity.
Hovering over a data point provides the session count for the corresponding period.
Avg. Sessions by Role
Displays the average number of sessions associated with each dealer user role.
Users can use the Top 5 filter to control the number of roles displayed.
The chart provides a role-by-role comparison of session frequency, helping identify which user groups interact with the portal most frequently.
Dealer User Drill Down
Provides detailed user-level information for analyzing individual dealer user engagement.
The table includes:
- User - Identifies the dealer user.
- Role - Displays the user’s assigned role.
- Avg. Session Duration - Shows the user’s average session duration.
- Avg. Sessions - Displays the user’s average number of sessions.
- Hours/Day - Shows the average daily time spent in the portal.
- Days/Week - Displays the average number of active days per week.
- Deals Created - Shows the number of deals created by the user.
The table can be scrolled to view additional dealer users and provides a more granular view of individual user adoption and engagement.
Customer Outreach
The Customer Outreach tab provides insights into customer communication activity through chat and co-browsing. It helps users monitor communication volume, unread messages, response times, outreach activity, and individual user performance.
Total Chats
Displays the total number of customer chat conversations during the selected reporting period.
This KPI provides a high-level view of customer communication activity through the chat channel.
Unread Messages
Displays the total number of unread customer messages.
This metric helps users identify the volume of customer communications that may require attention or a response.
Avg. Response Time
Displays the average time taken to respond to customer messages.
This KPI provides an indication of how quickly customer inquiries are being addressed. A lower response time generally indicates faster customer engagement.
Outbound Communication Mix
Displays outbound customer communication activity across different dealer user roles.
The chart compares two communication methods:
- Chat - Customer communication conducted through chat.
- CoBrowse - Customer interactions supported through co-browsing.
The horizontal bars allow users to compare the volume of each communication method across roles such as:
- Sales Manager
- Sales Consultant
- F&I Manager
- BDC
This visualization helps identify which roles generate the most outbound customer communication and which communication channels they use.
Unread Messages Trend
Displays the number of unread messages over time.
The line chart provides:
- Time-based trend - Shows changes in unread message volume across the reporting period.
- Unread message count - Represents the number of unread messages for each period.
- Data Point Details - Hovering over a point provides the corresponding unread message count.
This trend helps users identify periods where unread customer communications increase or decrease.
Avg. Response Time Trend
Displays changes in the average customer response time over time.
The chart includes:
- Time-based trend - Shows response-time changes across the reporting period.
- Response Time - Represents the average time taken to respond to customer communications.
- Data Point Details - Hovering over a point provides the average response time for that period.
This allows users to monitor whether customer response performance is improving or slowing over time.
Outreach Performance
Provides a user-level breakdown of customer outreach activity and performance.
The table includes:
- User - Identifies the dealer portal user.
- Role - Displays the user’s assigned role.
- Avg. Response Time - Shows the user’s average response time to customer communications.
- Active Chats - Displays the number of active customer chats associated with the user.
- Unread Messages - Shows the number of unread messages associated with the user.
- Outreach Messages - Displays the number of outreach messages sent by the user.
- CoBrowsing - Shows the user’s co-browsing activity.
The table can be scrolled to view additional users and provides a detailed view of individual customer outreach performance.
Workflow Efficiency
Feature Utilization
