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The engagement score is an index that tracks how engaged your site visitors and application users are based on several different factors including visit information, actions, key performance indicators (KPIs), and segments.

This article details how to:

Create an Engagement Score

  1. Log into Evergage as an administrator
  2. Select SETTINGS > Engagement

Set the Business Cycle

  1. In Business Cycle, enter the number of days between expected activity of site visitors or application users. A business cycle will begin the moment you change the number of days, it is not based on the calendar week. Common business cycles are 7, 14, and 30 days, but a business cycle can be up to 90 days.

    Example

    Suppose it's important for your customers to complete key activities once a month. You would set your business cycle as 30 days. If a visitor comes to the site today, the may be active enough to be assigned a 90% engagement score. For each subsequent day that they don't visit, the score degrades. After one business cycle without a return visit, their score will be 50% of the day they were active (45% in this case), and after another 30 days their score would be 0%. If a visitor has a 0% score they are considered 'inactive'.
  2. Click SAVE AND RECALCULATE after making any changes

 

 

Set Weighting and Configuration

There are four major components of your engagement score:

  • Visits - visitors are scored on their visit statistics: visit duration and visit depth (how many different actions were completed during the visit)
  • Actions - this part of the engagement score is based on the actions customers take in your product or site
  • KPI - sum totals of important actions on your site or in your application. For example, a social media site might have a KPI for users' connections
  • Segments - engagement score can factor in visitor membership in behavior-based segments; only visitors in the segment will have points added to (or subtracted from) their engagement score

Set Weighting

  1. Use the sliders, enter a value, or use the arrows to set the weighting percentage. A zero percentage will omit the component from the engagement score calculation
  2. Click Configure next to each component to set options
  3. Click SAVE AND RECALCULATE after making any changes

Set Configuration

Each component has specific configuration options. You can change the default configuration for all, some, or none of the components at any time. If you make changes, click SAVE AND RECALCULATE to save changes and recalculate the engagement score.

Visits

  1. Visit Duration - how long a visitor should be logged in to be considered engaged. Set options as needed:
    1. Targets
      1. Auto - this is the default visit duration target set by Evergage based on the average of all your active customers
      2. Custom - manually set the visit duration target. Enter the number, then adjust the drop-down to seconds, minutes, hours, or days. Since this is based on your business cycle, selecting 10 minutes means a fully engaged customer must be logged in for a minimum of 10 minutes during a business cycle
    2. Adjust the relative importance of Visit Duration against Usage Depth
      1. None - this component will not have an impact on engagement score
      2. Low - lower importance 
      3. Medium - medium importance 
      4. High - high importance

        Example

        If you believe that visitors who spend a long time on your site or in your application are highly engaged, then you would want to give a High weight to Visit Duration.
  2. Usage Depth - number of total actions a visitor must complete in a visit (not a business cycle) to be considered engaged
    1. Targets
      1. Auto - this is the default usage depth target set by Evergage based on the average of all your active customers
      2. Custom - manually set the usage depth target. Enter the number of actions
    2. Adjust the importance of Usage Depth against Visit Duration
      1. None - this component will not have an impact on engagement score
      2. Low - lower importance 
      3. Medium - medium importance 
      4. High - high importance

        Example

        If you believe that engagement is directly related to how many actions a visitor completes on your site or in your application, then you would want to give a High weight to Usage Depth.

 

 

 

Actions

  1. Click Add Action to select a configured action

    NOTE

    Targets are not set with actions. Evergage automatically looks at when the action was last completed, how many days the action was completed in your business cycle, and total completions during your business cycle.

    You should choose actions that you expect visitors to complete each time the visit, versus complete only once.

  2. Adjust the importance of the action:
    1. None - this component will not have an impact on engagement score
    2. Low - lower importance 
    3. Medium - medium importance 
    4. High - high importance

Click  to add additional actions

 

KPI

KPI targets are based on the lifetime of the customer, not on business cycles. Some examples would be things like total number of connections or interactions if you're a social media site or total number of leads if you're a marketing platform, and so on. 

  1. Click Add KPI to select a defined KPI
  2. Targets - based on the lifetime of the customer, not on business cycles. Make changes as needed:

    1. Auto - this is the default KPI target set by Evergage based on the average of all your active customers
    2. Custom - manually set the KPI target (numeric value only). Enter the number of times a visitor or user must achieve the KPI

    Example

    If a KPI for your social media site is "Connections," you could set 50 as the target for that KPI if you define engaged users as those having 50 connections. Any user who has reached 50 connections is fully engaged with that KPI.

  3. Set KPI as a positive or negative indicator
    1.  - positive indicator - visitors in this segment are more engaged
    2.  - negative indicator - visitors in this segment are less engaged
  4. Adjust the importance of the KPI:
    1. None - this component will not have an impact on engagement score
    2. Low - lower importance 
    3. Medium - medium importance 
    4. High - high importance

  5. Click  to add additional defined KPIs

 

Segments

Add any segments (except those based on engagement score, which cannot be used) that are important to your engagement score. For example, you could add specific groups of visitors (those who have purchased a premium version of your product) or users (like system administrators) that you want to score higher than others. 

Example

Suppose you want both administrators and premium subscribers of your product to score higher. You would create a segment which contains both types of users, then add that segment in this section. 

Example - User role is 'Admin' and did action 'XYZ', OR User role is 'Premium Subscriber' and did action 'ABC'.

  1. Click Add Segment to select a defined segment
  2. Select the segment from the list
  3. Configure options:
    1. Set segment as a positive or negative indicator
      1.  - positive indicator - visitors in this segment are more engaged
      2.  - negative indicator - visitors in this segment are less engaged
    2. Adjust the importance of the KPI:
      1. None - this component will not have an impact on engagement score
      2. Low - lower importance 
      3. Medium - medium importance 
      4. High - high importance

  4. Click  to add additional segments
  5. Click SAVE AND RECALCULATE to save all changes make in Weighting and Configuration. From that point all visitors to the site will have their score calculated based on the new set up. That night the system will look at ALL visitors and recalculate their engagement score based on the new set up.

 

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