In this article you'll discover how Insights can help you gain an overview of the activities in your company. You'll learn how to read the charts and statistics, who has access to Insights and how the figures are calculated.

Index

Video Overview of Insights

Work insights

Work Insights, located off your main menu, allows you to see a top-level view of all of the work in your company. Various charts and leaderboards provide you with critical information, such as:

  • Number of work items started

  • Number of work items completed

  • Number of overdue work items

  • Completed work vs work due

  • Number of work items completed on time

  • Days to complete on average

  • Average number of times due date moved

  • Average of days spent in each primary status

  • Number of times due date moved for open work

  • Colleague leaderboard

  • Client leaderboard

Email Insights

Email Insights, like Work Insights, allows you to see a top-level view of email metrics within your firm, such as:

  • Number of emails received

  • Number of emails sent

  • Volume of emails

  • Time of day emails are received and sent

  • Average replies per conversation

  • Average email response time

  • Replies per conversation

  • Email response time

  • Emails added to contacts

  • Emails added to work

  • Emails assigned to users

  • Colleague leaderboard

  • Client leaderboard

Video Overview of Email Insights

Note: You can trial Email Insights for 14 days. To activate your free trial, simply navigate to Insights from your main menu and open the Email tab. You will then have the option to start your free trial or reach out to Karbon Support and they will help set it up.

Navigating Insights

Insights includes charts and graphs that detail data pulled from your account.

Filtering Insights

You can add filters to your Insights to view specific teams, team members, types of work and more. You can add filters on top of one another and get as specific as you like. Available filters include:

  • Date Range

  • Teams / Colleagues

  • Clients

  • Client Owner

  • Client Manager

  • Contact Type

  • Contact Category

  • Work Type

Date Range Periods

You can filter down the data you see in Insights to a specific month within the last 6 months. Use the filter to choose whether you want to look at this month, last month or choose a specific month out of the previous 6 months to filter by.

When filtering on a monthly basis, you are filtering down to a calendar month, where days on the weekend are included.

More information

You can hover your cursor over areas of the charts for more information. Or you can click the tool tip (i) for additional details.

In the Work Insights section, the tool tip (i) is currently not available but to get insight on what each section provides, please see below:

Header Stats

Work Items Started

The number of work items that began during the specified date range. A work item starts when it moves into an In Progress, Waiting or Completed status.

Work Items Completed

The number of work items that were completed during the specified date range.

Work Items Overdue

The number of incomplete work items with a due date before the end of the specified date range.

Work Items Completed on Time

The number of work items completed on schedule - on or before their due date.

Days to Complete on Average

The average amount of time taken for all work items within the specified date range to progress from commencement to completion.

Charts

Work Completed vs Work Due

The number of work items completed up to and including the current day, compared to the number of work items still due on that day.


Average Days Spent in Each Primary Status

The average number of days a work item spends in each primary workflow status (including any sub-statuses underneath each primary status). This chart can be drilled into.

The number of In Progress and Waiting work items that had their due date adjusted, for each of the times outlined. Work items in the “0” row never had their due date adjusted.

Colleague Leaderboard

The colleague leaderboard will give insight into the number of work items, assigned to each colleague that are open, completed or overdue depending on the filter used below. You can then drill down further by clicking on the individual person to get more information.

Open Work

Open Work Items refers to the number of work items, assigned to each colleague, that have started, and not been completed. Open Overdue Work items are a subset of Open Work Items that are also overdue.

Completed Work

Completed Work Items refers to the number of work items, assigned to each colleague, that was completed within the specified date range. Completed On-Time Work Items are a subset of Completed Work Items that were completed on or before their due date.

Overdue Work

Overdue Work Items refers to the number of incomplete work items, assigned to each colleague, that is past their due date.

Client Leaderboard

The client leaderboard will give insight into the number of work items for each client that has an open work item(s), completed work or overdue depending on the filter used below. You can then drill down further by clicking on the individual person to get more information.

Open Work

Open Work Items refer to the number of work items, for each client, that have started, and not been completed. Open Overdue Work items are a subset of Open Work Items that are also overdue.

Completed Work

Completed Work Items refers to the number of work items, for each client, that were completed within the specified date range. Completed On Time Work Items are a subset of Completed Work Items that were completed on or before their due date.

Overdue Work

Overdue Work Items refers to the number of incomplete work items, for each client, that are past their due date.

Drilldown in status

When viewing your work Insights, you have the opportunity to drill down even further into the average days spent in each status chart by clicking 'View report' in the upper right corner. This will give you an overview, not only of the number of average days spent in each status, but drilled down to Sub-Status.

Access to Insights

Anyone with extra permissions to Insights and the user permissions of Admin or Standard will have access to Insights. The extra permission to Insights is turned on by default, but may have been turned off for you specifically by an admin. If you are an admin you can update a user's settings by going into their permissions and turning off this setting. If you can't get access to Insights, reach out to Karbon Support.

Email Insights

Full access to Email Insights is free on the Enterprise plan, and available as a paid add-on for Team and Business customers, for $10/User/Month (AU, CA, NZ, US) or £5/User/Month (UK).

You have the opportunity to trial it for 14 days, by clicking on the 'Email' tab and then clicking 'Start free trial' or you can contact Karbon Support and they will help you set it up.

How are figures in Insights calculated?

Note: Insights data is refreshed every 15 minutes. If you make changes in Karbon, do not expect to see immediate results in Insights. Once a month ends, the Insights metrics for that month are locked in and will not change.

Work Insights

Days to Complete on Average

Average of all work items completed during the report's date range. Days to complete a work item begin on the first day it is moved out of Planned status and end on the day it is Completed.

Colleague / Client Leaderboard
Open work: The number of work items per colleague or client that have been started and is not yet completed.

Completed: The number of work items per colleague or client that were completed within the specific date range.

Overdue: The number of work items per colleague that are past their due date, whether the status of the work item is in progress or completed.

Email Insights

Email Insights data is currently based on all emails, including emails received in the Low Priority inbox.

Average Email Response Time Across the Firm

The average does not include emails without replies. A response time is calculated and added to the average any time an email is replied to, and measures the time between that reply and the previous message in the thread. Note that this will take weekends or any days off into account as well.

For example: on June 1 a client emailed Adam a long question, on June 2 Adam responded "ok, I'll look into it," and then on June 10 Adam responded to the same email with a full answer (i.e. client didn't respond in the interim). This would register as two responses with response times of one day and eight days respectively. So, if those were the only two email replies sent in the entire firm that month, Karbon would calculate an average response time of 4.5 days.

Suggested articles:

How to start Email Insights trial

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