This article will help you in gaining an understanding some of CustomerSuccessBox metrics and how they are calculated. For more details, check out their articles.
Product Stickiness is a measure of what percentage of features are all the Users under an Account utilizing in the past 14 days.
Calculated as : Total Unique Features Used (last 14 days) / Number of Features
Where, Total Unique Features Used is the number of unique features used by all Users under the Account in the past 14 days
Number of Features is the total number of events that are being tracked in CustomerSuccessBox.
Time Spent is the sum total time spent in minutes by all Users across an Account.
In case of a consistent stream of features, in which the difference between each previous and next event pair is not more than 30 minutes, CustomerSuccessBox calculates the difference between the first and last feature as time spent.
In case the difference between a previous and next feature is more than 30 minutes, CustomerSuccessBox calculates the difference as 30 minutes for each such pair of previous and next event.
In case no feature is used after a specific feature, CustomerSuccessBox considers 30 minutes as time spent for such single events.
License Utilization Is the total number of licenses utilized as compared to the total number of licenses issued to the Account.
License Utilization is calculated as the percentage of (Active Users in last 14 days /Licenses).
Engagement Score: Is the comparison in the form of the percentile of the total number of features used by all Users across an Account against rest of the Accounts.
Engagement Score is calculated as the Percentile of features used by all users across an account against rest of the accounts in the product.
Usage Frequency : considers the total number of days an Account was active in the last 14 Days. An Account is considered active for a day if at least one user was active on the day of calculation.
The total number of active days for an account in the last 14 days determines the value of Usage Frequency for the account. It is calculated daily.
Total Active Users: Is the total number of all the unique users who logged in at least once across an Account.
Daily Active Users (DAU) : Is the number of Unique Users who Logged in on that day across an Account.
Total Feature Events: Is the sum total of feature events used by all Users across an Account.
Total Unique Modules Used: Is the total number of unique modules used by all Users across an Account.
Total Modules Used: Is the total number of modules used by all Users across an Account.
Total Features Used: Is the total number of features used by all Users across an Account.
The Number of Active Days : Is the total number of days the Users were active across an Account
Last Activity Date: Is the latest activity date of any Users across an Account.