Summary
You can track how your Engagement Workspace Score trends over time in Accoil to gain deeper insights into customer health.
How this helps
Monitoring engagement score trends allows you to continuously refine your customer success strategies and take proactive action.
YES! You Can Track Engagement over time
Keeping an eye on how engagement scores shift over time is crucial. Here’s how you can track it in Accoil:
Global Engagement score trends
From the dashboard, you can see overall engagement and average engagement scores over time. Simply hover over the chart to view trends.
Account engagement over time
Navigate to the Accounts page to see a full list of engagement scores. Click on an account link to access its detailed engagement workspace.
You can access an individual Account's workspace by clicking on their designated link.
From there, you view the individual account in more detail.
Use the time filter to review data from various time frames.
User engagement over time
Go to the Users page for a complete overview of user engagement scores. Click on an individual user to dive into their detailed engagement workspace and apply the time filter to track historical engagement data.
Score Trending
See how individual users’ scores are changing over time anywhere you view a user list.
We calculate changes by comparing a user’s current score with their score from the previous engagement period. If your score is set to a 7-day period, we compare today’s score with the score from 7 days ago.
📘 Note: Workspaces are the new name for Profiles
Starting 20 August 2025, Accoil is progressively renaming Profiles to Workspaces. All functionality remains the same — only the terminology has changed.
Want more granular insights?
Click “Select Segment” to drill down further. Choose from Standard, Suggested, or Custom segments to analyze score changes in-depth.
For example: 🔥 Red Hot = Score increase of 10+ points ❄️ Ice Cold = Score decrease of 10+ points
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