Table of Contents
How are My Org Insights Organized?
My Org Insights Metric Definitions
FAQ - Assignment Level Insights
Locating Insight
Locating the insight tab within the Hi Marley Webapp
Filters
New in Release 2.72 - Line of Business Filters & Drill-Downs
- My Org and My Team dashboards can now filter by Line of Business.
- Users can analyze trends, track performance, and understand how different business lines contribute to case activity.
- Note: This field is only visible to organizations with Line of Business enabled and for cases created after December 4, 2024.
- The name is sourced from the Line of Business Display Name configured in the Company Hierarchy Settings.
How are My Org Insights Metrics Organized?
All of the data in My Org Insights is grouped into the following categories:
Case Initiation
Conversational Health
Feature Adoption
Case Resolution
Pulse Survey
My Org Insights Metric Definitions
Case Initiation
Case Initiation: Data relevant to the initial interactions between end users and operators are important as these touch points help set the tone for end user experience throughout the lifecycle of that claim
| Image | Metric | Definition |
| Total Cases | Number of Cases Created in Hi Marley | |
|
|
Customer Opt-In Rate | Percent of Total Cases where where the end user has responded "Yes" to the Welcome Message* *if Hi Marley Opt-in is enabled |
Needs First Touch Rate |
Percent of Total Cases where the operator has not sent an outbound message* |
|
Time to First Touch |
Percent of opted-in cases where the operator has communicated with the end-user via human text within 24 hours of end-user opt-in. | |
| Case Initiation | A monthly trend of the above metrics, demonstrating changes in Case Creation, Opt-In Rate, and Involvement Rate over time | |
| Monthly Median Time to First Touch (Minutes) |
A monthly bar trend of median operator Time to First Touch (TTFT), as defined by the difference, in minutes, between end user opt-in and the first operator message
A monthly line trend of % of opted-in cases where TTFT is less than 24 hours. |
|
| Median Time to First Touch | The median time between end user opt-in and the first operator message | |
| Time to First Touch - Service Level Assessment | Percent of opted-in cases that fit the TTFT SLA |
Conversational Health
Data relevant to interactions between end users and operators throughout the lifecycle of a claim can be a powerful indicators of end user experience.
| Image | Metric | Definition |
| Total Messages | Number of messages sent or received through Hi Marley | |
| Median Operator Response Time | Median response time of operators. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted. | |
| Median Customer Response Time | Median response time for customers to reply to operators when the user is a primary operator. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted. | |
| Monthly Median Response Time (Minutes) | Median response time for operators to reply to customers when the user is a primary operator. Messages that haven't been answered yet are not included in the calculation until they get a response. If multiple messages are sent, only the first message is counted. | |
| Conversation Sentiment Score* |
A weighted average of customer message sentiment (positive, neutral, and negative)
Scores range from -100 to 100: ideally scores are above 5.0 (indicating at least 6 positive messages for every 1 negative).
Reach out to your CSM for strategies to improve your your overall score. |
|
| Customer Message Sentiment Distribution * | Distribution of customer message sentiment. A single message can have elements that are positive, negative, and neutral (ex: "I like working with you, but I'm unhappy with how many steps there are in this process" ). This demonstrates the overall distribution of sentiment across all inbound messages as an indication of end user experience throughout the lifecycle of their claim |
Feature Adoption
Data relevant to the adoption of Marley features that support end user efficacy and end user accessibility throughout the lifecycle of a claim.
| Image | Metric | Definition |
| Percent of Total Cases with Media Files | Percent of cases where the end user and/or the operator has sent a media file (ex: photo) via text | |
| Cases with Media Files | Count of cases where the end user and/or the operator has sent a media file (ex: photo) via text | |
| Total Outbound Templated Messages | Count of instances where operators have selected a templated message | |
| Percent Outbound Templated Messages | Monthly trend: percent of total messages sent, where the operator selected a templated message | |
| Templated Usage Distribution | Distribution of templated messages selected (count and percent of total instances where a templated message was selected) | |
| Outbound Scheduled Messages | Weekly trend: percent of total outbound messages that were scheduled ahead of time | |
| Scheduled Messages | Total outbound messages that were scheduled ahead of time | |
| Translated Case Count | Count of translated cases (from english to another language) | |
| Translated Cases (Percent of Total Cases) | Monthly trend: percent of total cases that are translated | |
| Translation Distribution | Distribution of languages leveraged, where translation was used | |
| Cases with Notes* | Count of cases with notes feature leveraged | |
| Percent Cases with Notes | Weekly trend: percent cases with notes feature leveraged |
Case Resolution
Data relevant to case activity and cycle times.
| Image | Metric | Definition |
| Open Cases | Count of cases that are open | |
| Percent of Open Cases with No Activity > 30 Days | Percent of all open cases with no activity in more than 30 days | |
| Open Cases with No Activity in > 30 Days | Weekly Call Out: count of open cases with no activity in more than 30 days | |
| Closed Cases: Cycle Time | Distribution of claim cycle times on activated cases that have been closed closed in date ranged referenced in dashboard filter | |
| Close Cases | Number of activated cases that have been closed in date ranged referenced in dashboard filter |
Pulse Survey
Quantitative and qualitative data relevant to post-claim end user satisfaction.*
*If you need help leveraging Marley post-claim surveys, reach out to your CSM.
| Image | Metric | Definition |
| Average Survey Score | Average survey score | |
| Surveys Completed | Count of surveys completed | |
| Survey Response Rate | Percent of surveys sent to end users that have received a response | |
| Survey Scores | A weekly trend of survey count, average score, and distribution |
Inbound Voice Messages
A view of the number of inbound voicemails that were forwarded and transcribed.
| Image | Metric | Definition |
| Weekly Inbound Voicemail Messages | A weekly trend of how many inbound voicemail messages | |
| Total Inbound Voicemails | Count of inbound voicemail messages |
Download Insights
Download & Display Limits
Drilling into charts or tables in Looker shows detailed data, but with some limits to note.
🚫 Drill Row Limits
Drill views show up to 500 rows.
Downloads are capped at 5,000 rows, regardless of total data size.
So, only the first 500 rows appear in the drill window, and downloads max out at 5,000 rows.
📌 Why This Matters
These limits keep dashboards fast. Missing data in drills or downloads is likely due to these caps.
💡 Tips for Getting the Most from Drills
Apply dashboard filters before drilling to narrow data.
Focus on smaller timeframes or specific categories when drilling large datasets.
Whitelisting
If you are having issue in seeing the widgets, you may have to whitelist our URLs / IP Addresses. Follow this link to find out more.
FAQ - Assignment Level Insights