Workflow Usage Report | Online Help - Zoho CRM

Workflow Usage Report

Configuring Workflow rules makes it easier to manage sales, marketing or support related activities by automating the entire process. While configuring a rule, you define a specific set of conditions based on which either a rule is applied or its not applied on the records. Most certainly, before configuring a rule you will have a vague idea about the number of records that can satisfy the criteria you have mentioned. But in order to get concrete insight on the rule's performance, you should know the number of records that pass through each of these configuration levels to decide if the execution criteria works effectively. 

The workflow usage report is designed to give you record counts at each configuration stage in a workflow rule. For example, you can view the number of records that qualify a particular trigger, the total number of records that satisfy a given condition, record count for an instant or scheduled actions. 

Consider that you have configured a rule to 'send emails' to the prospects who have recently attended a conference. The rule is triggered and the emails are sent but you have no idea whether all the prospects have received the email, whether it bounced, how many of them clicked on the email. With workflow usage report you can see the exact number of emails that were sent, unsent, bounced, unopened, clicked etc. and take respective actions.  

Points to remember
  1. You can view the past usage report of a rule by clicking the View Rule option in the workflow configuration page. You can also use the filter to view rules for past days (past 7 days, past 30 days) or define a custom time range.
  1. The record count cannot be computed for the following triggers:
    1. Field update
    2. Based on score
    3. Date/Time field
    4. Cancellation of an event
  1. When you change from one condition to another like Create to Edit or Create to Delete and vice-versa, then the report will be reset and the data will be shown from the last modified date. The record count will be computed based on the new condition.
  2. If you deactivate a workflow rule the tracking will be paused and resumed from the same count, once the rule is re-activated.
  3. If you have set a workflow rule for incoming emails that are received from unknown users and set either functions or webhook as actions, then these action will be performed on the email as the user's record is not yet added to the CRM. 
  4. In the above case, if you set the action to record creation, then the subsequent actions will be performed on the record.
  5. If a condition is edited then the record count will be reset for the entire report.
  6. For actions the record count will be computed from the time when the action is associated to a workflow.
  7. Tagging of records will be performed as per the feature's limitation in CRM (10 tags/record). Therefore, once the record reaches a maximum limit for tagging, the remaining tags will be shown under the failure count. For example, if a record already has 5 tags and through workflow rule it should add 7 more tags, then based on the limitation only 5 more tags will be added and the remaining 2 tags will be listed under the failure count.
  8. You can view the failure count for email notifications, functions, and webhooks. The following reasons for an email failure will be captured: email opt-out, internal process failure, and per day limit for sending email reached and bounced. 

To view workflow usage

  1. In Workflow Rules, either create a new rule or select an existing rule.
  2. In the Rule criteria page, click View Usage at the right-hand side bottom of the page.
  3. In the report, you can view the workflow usage for the configured execution type, conditions, and actions.
    You can click the Close icon () to exit the usage report page and view the respective workflow rule.

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