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Customer Engagement Documentation

Menu Location: Reports > Customers > Customer Engagement

Access Level: Manager / Administrator

Last Updated: 2026-03-01

Overview

The Customer Engagement report identifies your most active customers by tracking their system activity over a specific time period. This report counts how many log entries each customer has created, providing an "engagement score" that helps you identify your most engaged users.

Primary Functions:

  • Track customer engagement through system activity logs
  • Identify most active customers in real-time or custom date ranges
  • View quick time-based snapshots (15 min, 30 min, 60 min, 24 hours, 48 hours)
  • Link directly to individual customer log details
  • Export engagement data to CSV

Page Layout

Header Section

  • Time Range Selector: Quick buttons for 15 min, 30 min, 60 min, 24 hours, 48 hours, or Custom Range
  • Date Range Form (when Custom Range selected): From/To date pickers with Update and Reset buttons
  • Date Display: Shows exact from/to timestamps for current view

Main Content Area

A sortable, searchable DataTable displaying up to 100 most engaged customers with:

  • Customer ID and name (clickable link to customer profile)
  • Engagement Score (clickable link to their activity log for the time period)
  • CSV export button
  • Advanced search and filtering capabilities

Search & Filtering

Quick Time Ranges

  • Last 15 min: Show customer activity from past 15 minutes (default view)
  • Last 30 min: Activity from past 30 minutes
  • Last 60 min: Activity from past 60 minutes
  • Last 24 hours: Activity from past day
  • Last 48 hours: Activity from past 2 days
  • Custom Range: Select specific from/to dates (max 4 weeks)

Custom Date Range

When "Custom Range" is selected:

  • From Date: Starting date (defaults to yesterday if blank)
  • To Date: Ending date (defaults to today if blank)
  • Maximum Range: 4 weeks (system enforced - you'll see error if exceeded)
  • Update Button: Apply the custom date range
  • Reset Button: Return to default 15-minute view

Report Data & Columns

Column Description Calculation/Source
Customer Customer ID, first name, last name (linked to customer_info.php) From custy table
Engagement Score Number of log entries created by customer COUNT of syslog entries for customer in time period

Note:

  • Shows top 100 most engaged customers only
  • Excludes admin placeholder accounts
  • Only includes customers with at least 1 log entry
  • Ordered by engagement score (highest first)

Export & Download Options

Export Formats:

  • CSV: Export current filtered results to spreadsheet format

Export Process:

  1. Apply desired filters and time range
  2. Click CSV button in table header
  3. File downloads automatically with all visible columns

Common Use Cases

Use Case 1: Identify Most Active Customers Right Now

Goal: See which customers are most engaged in the current moment

Steps:

  1. Navigate to Reports > Customers > Customer Engagement
  2. Use default "Last 15 min" view (or select "Last 30 min" for slightly wider window)
  3. Review top customers in the list
  4. Click on customer name to view their profile
  5. Click on engagement score number to see their specific activity log

Example: If you see "Customer #12345 John Smith - Engagement Score: 47" in the Last 15 min view, this customer has created 47 log entries in the past 15 minutes (likely browsing products, updating account, placing orders).

Use Case 2: Find Power Users Over Past Week

Goal: Identify consistently engaged customers over a longer period

Steps:

  1. Click "Custom Range" button
  2. Set From date to 7 days ago
  3. Set To date to today
  4. Click "Update Date Range"
  5. Review customers with highest engagement scores
  6. Export to CSV for further analysis

Tips:

  • Power users typically have hundreds of log entries per week
  • Compare week-over-week to spot trends
  • Use this data to identify beta testers or customer advocates

Use Case 3: Investigate Customer Service Issues

Goal: Determine if a customer has been active recently when they claim an issue

Steps:

  1. Click "Custom Range"
  2. Set date range covering the timeframe customer mentioned
  3. Click "Update Date Range"
  4. Search for customer name in table search box
  5. If they appear with high engagement score, click score number to see their activity log
  6. Review log to understand what they were doing when issue occurred

Example: Customer calls saying "I tried to place an order this morning but it didn't work." Check Last 24 hours range, find them in list, click their engagement score to see if they have order-related log entries.

Use Case 4: Monitor Real-Time Customer Activity During Launch

Goal: Watch customer engagement during a special sale or product launch

Steps:

  1. Keep page open during launch event
  2. Use "Last 15 min" or "Last 30 min" view
  3. Refresh page periodically (every 5-10 minutes)
  4. Watch for spikes in engagement scores
  5. Note which customers are most active for follow-up

Tips:

  • High engagement during launch indicates interested customers
  • Very high scores (50+) might indicate frustration/errors - investigate
  • Export snapshots at key times for historical record

Use Case 5: Weekly Customer Engagement Review

Goal: Create weekly report of top engaged customers

Steps:

  1. Every Monday, select "Custom Range"
  2. Set From: Previous Monday, To: Previous Sunday
  3. Click "Update Date Range"
  4. Export to CSV
  5. Save CSV with date in filename for records
  6. Review top 20 customers and consider outreach/rewards

Troubleshooting

Issue: "Date Range must be less than 4 weeks" Error

Symptoms: Error message appears when trying to use custom date range

Solutions:

  1. Reduce the date range to less than 28 days
  2. Split analysis into multiple smaller date ranges
  3. Use quick time range buttons instead for shorter periods

Common Causes:

  • Selecting dates more than 4 weeks apart
  • End date being automatically capped to 4 weeks after start date

Issue: Customer Missing from List

Symptoms: You know a customer was active but they don't appear in the report

Check:

  1. Verify the time range includes when they were active
  2. Remember: only top 100 customers are shown - they may have lower engagement
  3. Check if customer account has adminplaceholder names (these are excluded)
  4. Verify they actually created log entries (not just admin actions on their account)
  5. Try narrowing the time range to when you know they were active

If Problem Persists: The customer may have very low activity compared to others. Click customer log directly from their account page instead.

Issue: Engagement Score Seems Too High

Symptoms: Customer showing unrealistic engagement score (thousands of entries)

Check:

  1. Click on the engagement score number to view their actual log
  2. Look for patterns - repeating API calls, automation, or errors
  3. Check if customer is running automated scripts or integrations
  4. This might indicate a technical issue (infinite loop, error condition)

Solutions:

  1. Contact customer to ask about any integrations or automation
  2. Check for error patterns in their log
  3. If it's a bug, escalate to development team
  • Customer Log (customer-log.php) - Detailed activity log with filters (linked from engagement scores)
  • Customer Info (customer_info.php) - Full customer profile and account management (linked from customer names)
  • Customer Totals (customer-totals.php) - Financial reporting by customer
  • Customer Longevity (customer-longevity.php) - Customer retention analysis

Typical Workflow:

  1. Customer Engagement → Click score → Customer Log (review specific activities)
  2. Customer Engagement → Click name → Customer Info (review account details)

Permissions & Access

Required Access Level: Manager

Access Level Capabilities:

  • Customer Service: Cannot access (report not visible)
  • Manager: Full access to view and export
  • Administrator: Full access to view and export
  • Kiva Admin: Full access to view and export

Restricted Features:

  • None - all users with Manager+ access see same features

Best Practices

Monitoring Frequency

  1. Real-time monitoring: Use 15-30 minute views during business hours
  2. Daily review: Check Last 24 hours view each morning
  3. Weekly analysis: Export custom 7-day range every Monday
  4. Monthly reporting: Compare engagement month-over-month for trends

Interpreting Engagement Scores

  1. Low (1-10): Minimal activity - viewing a few pages or updating profile
  2. Medium (10-50): Normal shopping/browsing session
  3. High (50-200): Power user, extensive customization, or multiple orders
  4. Very High (200+): Investigate - could be automation, errors, or extremely engaged user

Data Export Best Practices

  • Name CSV files with date range: "engagement_2026-03-01_to_2026-03-07.csv"
  • Create a folder for historical engagement reports
  • Compare week-over-week to identify trending customers
  • Cross-reference with order data to see if engagement correlates with purchases

Things to Avoid

  • ❌ Using engagement score as only metric for customer value (check order history too)
  • ❌ Ignoring very high scores (1000+) - these often indicate technical issues
  • ❌ Comparing scores across different time ranges (15 min vs 24 hours)
  • ❌ Assuming no engagement means inactive customer (they may browse without logging actions)

Quick Reference Card

Task Action/Location
View most active customers right now Use default "Last 15 min" view
Check engagement this week Click "Custom Range", set to 7 days ago → today
Find specific customer Use search box in table
See what customer did Click on their engagement score number
View customer account Click on customer name
Export data Click CSV button in table
Reset to defaults Click "Reset" link
Change time window Click time range buttons (15 min, 30 min, etc.)

FAQs

What exactly is counted in the engagement score?

Each log entry in the syslog table for that customer. This includes page views, account updates, product views, cart modifications, and most customer-initiated actions. Not all actions are logged, so this is an indicator, not a complete count of everything they did.

Why do I only see 100 customers?

The report is limited to the top 100 most engaged customers to keep the page fast and focused on your most active users. If you need to see a specific customer's engagement, search for them or view their log directly from their account page.

Can I see engagement for a specific customer over time?

Yes - click on their engagement score to go to the customer log page with dates pre-filled. You can also navigate to their customer account and click "Credit/Payment History" under Stats section.

What's the difference between engagement score and order count?

Engagement score counts all logged activities (browsing, account updates, etc.) while order count only counts completed purchases. A customer could have high engagement with zero orders (lots of browsing), or low engagement with many orders (quick shoppers).

Why is the custom range limited to 4 weeks?

To prevent performance issues and maintain report speed. Longer date ranges require more database queries and can slow down the system. For historical analysis, run multiple 4-week reports.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.