Analytics
Aggregate metrics across your book: health, renewals, activity and adoption.
What it is for
Analytics gathers the aggregate metrics of your workspace: average health by segment, feature adoption, ticket volume, response speed, renewal rate, and trends over time. It is the view a director uses for weekly decisions and the one CS Ops uses for continuous monitoring.
It is not a per-customer dashboard (the Command Center and the 360 record are for that). It is the executive view of the whole operation.
When to use it
- Weekly leadership review: "how is the book doing this month?"
- Setting OKRs: baseline your NRR, NPS, average health and adoption.
- Spotting trends: "is onboarding activity dropping in Enterprise?"
How to reach it
Main menu → Intelligence → Analytics (also directly at /analytics). Admin and director roles see everything; csm sees a version limited to their own book.
Example
Valentina (CS Director) opens Analytics on Mondays, filters by the Enterprise LATAM segment, and reviews the health index over the last 8 weeks. She sees a drop in the "product usage" dimension for customers who onboarded in February. She drills down, identifies 3 specific customers, and asks their CSMs to run the "usage reactivation" playbook on them.
What it does not do
- It does not answer open questions. Use Luminance Chat for that.
- It does not make per-customer predictions. The health model does; Analytics is descriptive.
- It does not replace the Command Center (daily operations). It complements it with historical aggregates.
Known limitations
- The data is recalculated once a day, not in real time. If you open it on Monday morning, you are looking at Sunday's close. For the operational picture of the day, use the Command Center.
Last updated: 2026-04-21.