Read KPI answers in the customer table
A KPI is a question your workspace asks about each customer in the phases it covers, answered from their conversation in the phase they are in now (see kpis). This page explains when customers are assessed and how to read the answers.
When customers are assessed
A customer is assessed 5 minutes after they send a message, once they have stopped writing: a newer message postpones the assessment, so a burst of messages is assessed once. A customer is assessed at most once an hour in each phase: a message that comes sooner waits until an hour has passed since their last assessment, and the messages sent meanwhile are assessed together then. A customer who keeps writing is still assessed every hour. When a customer moves to another phase, the phase they leave is assessed one last time right then, so its answers reflect the conversation up to the moment they moved on; they are assessed again after their next message in the new phase. While your workspace's billing is inactive, before its first payment, or while its credits have run out, customers are not assessed; their next message after that starts one. Messages from your team and from Yapper are read as part of the conversation but never start an assessment. Conversations your team is handling are assessed too. Assessments never delay a reply.
Each assessment reads the customer's conversation in their current phase, up to the message that started it, along with the phase's instructions and what Yapper's tools did in that phase. When the customer moves to another phase, the earlier answer no longer counts as current: the KPI is assessed again from the new phase's conversation, if it covers that phase. A KPI that does not cover the customer's current phase is not assessed for them while they are there.
Reading the answers
Each KPI has one current answer per customer:
- An answer: yes or no, one of the options, or the score.
- Unknown: the conversation does not show enough to answer yet. Unknown is not a low score or a "no".
- Not assessed: nothing has been assessed for this KPI in the customer's current phase (for instance, the KPI does not cover that phase), or the KPI's question, options or levels changed since the last assessment.
Each answer records when it was assessed. If an assessment fails, the previous answer stays as it was, with its original time, and the assessment is retried.
Every active KPI is a column of the customer table on the CRM page: add it from the KPIs group of the gear panel (see phases-table). A cell shows the answer (a score shows its number and the nearest level's name), Unknown or Not assessed, followed by how long ago it was assessed; hover it for the exact time. Sorting by a KPI puts customers with an answer first, in either direction, and Unknown and Not assessed after them.
An answer comes from a conversation, so only people who can read that conversation see it; for anyone else the cell is empty. You can also ask the Consultant about your customers' answers (for example, "which customers in Qualified are ready to purchase?"); it reads the same answers your access allows.
Every assessment is kept, including one that gives the same answer again, so you can compare how answers changed over time, for instance before and after a playbook change. Kept assessments record the KPI version that produced them and stay after a KPI is deleted. Deleting a customer, or clearing their conversation, deletes their KPI answers and their history.