This integration is currently limited to select accounts and will be available for early access soon. 

1. Optimize CRM strategies using real-time data
   
2. Improve user productivity with targeted insights
   
3. Drive higher adoption of CRM features across teams
   

Views of CRM Usage Metrics 

Home   

Components 

1. Summary metrics
   
1. Total hits: Total clicks/interactions in the last 30 days.
   
2. Features used: Number of unique features accessed in the last 30 days.
   
3. Attendance (days): Total days users logged into the CRM.
   
4. Active users: Number of users who interacted with the CRM in the past 30 days.
   
5. Inactive users: Number of users who did not interact with the CRM in the last 30 days.
   
   Each of these metrics also includes a percentage change from the previous month, helping you track month-over-month growth or decline.
   
   
2. Hits table
   Weekly breakdown of CRM clicks, grouped by week to highlight usage peaks.
3. Attendance table
   Displays daily login frequency over the past five weeks, revealing user consistency patterns.
4. Users with most hits and attendance
   
1. Most hits: Identifies the top users based on interactions.
   
2. Most attendance: Highlights who logged in most frequently.
   

Activity 

1. Total hits in Leads for the last 60 days
2. A timeline indicating higher activity after the new feature’s release

Components 

1. Summary metrics
   
1. Total hits: Interactions across all CRM modules in the last 30 days.
   
2. Features used: Unique modules/features accessed, with a comparison to the previous month.
   
3. Attendance (days): Days users logged into the CRM, compared to the previous month.
   
4. Active users: Who used the CRM in the past 30 days.
   
5. Inactive users: Who hasn’t logged in during that time.
   
2. Feature-specific activity
   
1. Usage activity (last 60 days): Total hits for each module—Leads, Contacts, Deals, etc.
   
2. Graphical representation: A timeline chart (x-axis = dates, y-axis = hits) shows usage spikes and inactivity periods.
   
3. Search and filter options
   
1. Search by user: Look up activity by User ID or Primary Contact Email.
   
2. Search by feature: Filter for specific modules/features, creating a customized view of user activity.
   

Trends 

1. Line Graph
   
2. Table View
   

You can also switch between Daily, Weekly, and Monthly views and change the range accordingly, based on business requirements.

Funnel 

1. Step 1→ Lead Creation 
2. Step 2 → Lead Conversion. 

1. Flow completion rate: The percentage of leads successfully converted from the  total number of leads created.
2. Drop-off rate: The percentage of leads lost at each stage, helping identify process bottlenecks.

Hub 

1. Popularity: Shows how many users engaged with a particular feature, helping identify which modules or actions are most commonly used.
   
   
2. Frequency: Displays how often users interact with a feature by grouping them into buckets (e.g., 1–10 hits, 10–100 hits), revealing which user segments have high or low engagement.

User analytics   

Example 1

An organization admin wants to identify the monthly active users in Zoho CRM and understand how they engage with key CRM features. By configuring a User Analytics view, the admin can:

1. Track active users: Determine how many users log in and use CRM consistently each month.
2. Evaluate key feature engagement: Check which features or modules are frequently accessed, revealing adoption levels across the team.

These insights help the admin pinpoint areas of success (highly adopted features) and areas that may require additional training or resources.

Example 2

At Zylker Corporation, an admin notices that although many employees log in daily, few of them explore important CRM features or spend enough productive time in Zoho CRM. To investigate, the admin applies the following filters in User Analytics:

1. Activity
   
1. Last seen: Less than 1 day (indicating daily logins).
   
2. Session time: Greater than 300 minutes (over 5 hours).
   
2. Feature used
   
1. Modules: Records added (to gauge meaningful interactions).
   

Upon analyzing the filtered data, the admin discovers that fewer than 20% of these daily active users are performing valuable tasks, such as adding records. This finding highlights a need for focused user education and training on how to leverage CRM modules more effectively, ultimately boosting overall productivity.

Below is a breakdown of key user metrics you can analyze in the Activity section, helping you gain deeper insights into individual user behavior and overall engagement.

1. Activity section
   The Activity section allows administrators to configure user-based filters to analyze user behavior and engagement within Zoho CRM. It provides the following key metrics:
2. Attendance
   The total number of days a user is active in the CRM.
   Example: If a user signs up on October 1 and logs in on October 4, 8, 12, and 14, their attendance for the 30-day period ending October 31 would be 4 days.
3. Increase in attendance
   The percentage increase in a user’s active days compared to the previous 30-day period.
   Example: If a user is active for 15 days in the month of October but was active for only 10 days in September, the attendance has increased by 50% in October. 
4. Decrease in attendance
   The percentage decrease in a user’s active days compared to the previous 30-day period.
   Example: If a user is active for 15 days in October but was active for 30 days in September, the attendance has decreased by 50% in the month of October.
5. Last seen
   The most recent date and time the user was active in the CRM.
   Example: If a user signs up on October 1, logs in on October 2, 5, and 8, and does not return afterward, their last seen date is October 8.
6. Session time
   Measures how long users remain active in the CRM. A session starts when a user performs their first action and ends after 15 minutes of inactivity (or upon logout).
   Example: A user logs in from 9:00 AM to 10:00 AM and again from 8:00 PM to 10:00 PM. Their total session time for that day is 3 hours (180 minutes).
7. Session count
   The total number of sessions a user initiates.
   Example: Continuing the above scenario, the user has 2 sessions (one in the morning and one in the evening).

Key components

While each view uses these concepts slightly differently, the core definitions remain the same throughout CRM Usage Metrics.

Feature

A feature is any action, module, or process within Zoho CRM that you want to analyze. This mainly contains a list of the following types of features:

1. General features, like Calendar
2. Users & control features, like Profiles, Roles, and Users
3. Automations, like Assignment Rules
4. Channel based features, like Webforms
5. Modules, for analyzing details from the system defined modules. You can also choose the All Modules option.
6. Customization features, like Pipeline, and
7. Reports and analytics
   

You can use the features from this list for various analysis within CRM Usage Metrics views. For example, you can create a Trends view for the Leads module, or a Funnel view, for analyzing records through different steps like Create Lead, Convert Lead, etc. or in the User Analytics, list which features each user has or hasn’t engaged with.

Properties 

(for Trends, Funnel, and User Analytics)

In addition to selecting a feature, you can also specify properties that further define the scope of your analysis within the CRM. The properties vary depending on the feature, and so does the different attributes for the properties. 

For example, you can analyze the Leads module as a feature, then specify properties such as Views, Calls, Create Meeting, Buttons, Macros, Task Creation, and more. Once you choose a property (e.g., Views), you can set the corresponding attributes. For instance, if Views is the property, the available attributes might include List View, Kanban View, and Canvas View.

Filter

Filters are optional but powerful tools that allow you to target a specific subset of data for deeper analysis. For instance, you can apply filters based on User Language, User Country, User Time Zone, or User Account Status to focus only on the users or records that meet those criteria. By doing so, you can derive more meaningful insights—like how users from a specific country interact with CRM features, or whether certain user time zones require additional support.

Group by

The group by option allows you to categorize your data based on similar criteria as Filters, i.e. User Language, User Country, User Time Zone, or User Account Status. By organizing results into groups, you can more easily identify patterns and trends across different user segments. For example, grouping by User Country helps reveal which regions exhibit higher CRM engagement, while grouping by User Time Zone can highlight peak usage periods in different locales. This grouping provides a clear comparison across multiple segments, making it simpler to pinpoint where additional support or training might be required.

Integrating CRM Usage Metrics

To integrate CRM Usage Metrics, log into your CRM as Administrator and do the following steps:

1. Navigate to Marketplace on the left side-bar.
   
2. Under Integrations, go to Zoho.
   
3. On CRM Usage Metrics card, click Setup now.
   
4. Click Activate.
   

On the old Zoho CRM UI, navigate to Setup > Marketplace > Zoho, and follow step 3 onwards.