This article documents Play Report 2.0, released in May 2019.

The Play Report provides powerful insights into the performance of your Playbooks, helping you stay on top of your automated flows, understand how customers engage with your touches, and prove the effectiveness of your automated efforts. 

Play Settings and Filtering

Play Name, Description, and Editing

• To update the Play, click on the Play Name and you will be routed into edit mode.
  • Note: this ability will only be available to users with Global Play permissions.
• To see the Description for the Play, hover over the question mark icon.

Filtering

The Play Report can be filtered by two controls:

• Accounts that I Own/Accounts in My Domain/All Accounts - This control filters the Play Report based on your association with accounts. The options are:
  • Accounts that I Own - Only accounts where you are assigned as Owner or as another Account Role.
    • If you are a CSM trying to review how accounts assigned to you have performed within a Play, use this filter.
  • Accounts in My Domain - Accounts that you personally own/are assigned to + accounts that are owned/assigned to other ChurnZero users who report to you.
  • All Accounts - All accounts, regardless of ownership.
• Account and Contact Segment Filter - This control filters the Play Report based on Account and/or Contact Segments you select.

Play Settings

• Status - Running (green), Paused (yellow), Complete (black) or Archived (gray).
• Type - Private or Global + One-Time or Continuous. Type cannot be changed after a Play is created.
• Start Date - Start Date for the Play, or None.
• End Date - End Date for the Play, or None.
• Manual Entry - Displays if the Play is currently set to allow users to manually add accounts/contacts to the Play; the value will be "Not Allowed" or "Allowed".
  • Even if the Play's Manual Entry setting has changed over time, this will show only the current setting.
• Re-Entry - Displays if the Play is currently set to allow users to re-enter the Play after a set amount of time; the value will be "Not Allowed" or "Allowed after X [hours, days, months]".
  • Even if the Play's Re-Entry setting has changed over time, this will show only the current setting.

IMPORTANT

If Re-Entry is currently on or has been on in the past, the Play Report will show ALL activity/history for the Play. In other words, if an account or contact has been through the Play multiple times, the numbers and charts within the report will reflect EACH pass (and all passes) through the Play.

• • 

Additionally, in this scenario the values in the Play Report will not necessarily match the number of records in the Segments provided when clicking values. For example, if the report for a Play with Re-Entry on shows 27 emails sent, when you clicked on this value, the corresponding Contact Segment might show 23 contacts. This would mean that 27 emails where sent to 23 distinct contacts (i.e. 4 of the contacts had re-entered the Play).

• Entry Criteria - Displays the Play's current settings for how accounts/contacts are automatically added to the Play. The Segment name(s) can be clicked to view the current Segment results (unless the Segment has been deleted after archiving the Play). 
  • Even if the Play's Entry Criteria setting has changed over time, this will show only the current setting.
• Goal Met - Displays the Play's current settings for how accounts/contacts are automatically removed from the Play AND marked as successfully achieving the Play's goal. The Segment name(s) can be clicked to view the current Segment results (unless the Segment has been deleted after archiving the Play).
  • Even if the Play's Goal Met criteria setting has changed over time, this will show only the current setting.
  • Note: For Plays built before there was a distinction between Goal Met and No Longer Qualify, Exit Criteria is captured as Goal Met - but this can be updated.
• No Longer Qualify - Displays the Play's current settings for how accounts/contacts are automatically removed from the Play AND marked as no longer qualifying for the Play. The Segment name(s) can be clicked to view the current Segment results (unless the Segment has been deleted after archiving the Play).
  • Even if the Play's No Longer Qualify criteria setting has changed over time, this will show only the current setting.

Play Overview

• Entered and Qualified - Provides details about how many contacts (across how many accounts) entered the Play and also qualified for the Play. To see the list of contacts in each status, click on that section of the pie chart.
  • What's the difference between Entered and Qualified? If a contact/account meets the Entry Criteria or is manually added to the Play, they are considered Entered. But if the contact/account meets the "Goal Met" or "No Longer Qualify" criteria before receiving the first step of the Play (meaning they exit the Play before really starting the Play), they are NOT considered Qualified. So a contact that is both Entered and Qualified means that they received at least one step of the Play.
• In Progress - Provides details about how many contacts (across how many accounts) are currently in the Play and what step they are currently in.
• Completed - Provides details regarding how many contacts (across how many accounts) completed the Play and how it was completed. To see the list of contacts that fall into each Completed status, click on that section of the pie chart. The possible Complete statuses are:
  • Completed All Steps - The contact exited the play because all steps were completed.
  • Forced Exit - The contact was manually removed from the Play by a ChurnZero user.
  • Met Goal - The contact went through one or more step(s) of the Play but before all steps were completed, they met the "Goal Met" criteria and were automatically exited from the Play.
  • No Longer Qualify - The contact went through one or more step(s) of the Play but before all steps were completed, they met the "No Longer Qualify" criteria and were automatically exited from the Play.

Step Tracking

For each step in the Play, there will be a corresponding section in the "Step Tracking" tab to provide details about the activity of that step.

Send In-App Announcement

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
  • To see the content of the announcement posted, click on the binoculars.
• Announcement Details - Displays details on announcements queued/posted by the step. If an account/contact has been through the Play multiple times, each instance of queuing/posting an announcement will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of individuals impacted by the step.
  • Values
    • Posted - Number of announcements posted.
    • Skipped (only Account plays) - Number of accounts that did not receive an announcement because they did not have a contact in the Recipient contact segment.
    • In Review - Number of announcements currently in review (i.e. waiting for approval or rejection by Reviewer). This value will show only if "Review Required" is currently on for the step or if review required is off but was previously on.
    • Viewed - Number of posted announcements that were viewed. If a contact views the same message twice, the second open is NOT reflected in this value.
    • Clicked - Number of announcements sent where any element was clicked. If a contact clicked in the same message twice, the second click is NOT reflected in this value.
  • Charts
    • Review Status - Breakdown of queued announcements by review status.
    • Viewed - Breakdown of posted announcements by view status.
    • Clicked - Breakdown of posted announcements by clicked status.

Send Email

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
  • To see the content of the email sent, click on the binoculars.
• Email Details - Displays details on emails queued/sent by the step. If an account/contact has been through the Play multiple times, each instance of queuing/sending an email will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of individuals impacted by the step.
  • Values
    • Sent - Number of emails sent.
    • Skipped (only Account plays) - Number of accounts that did not receive an email because they did not have a contact in the Recipient contact segment.
    • In Review - Number of emails currently in review (i.e. waiting for approval or rejection by Reviewer). This value will show only if "Review Required" is currently on for the step or if it was ever on for the step.
    • Opened - Number of emails sent that were opened. If a contact opens the same message twice, the second open is NOT reflected in this value.
    • Clicked - Number of emails sent where any element was clicked. If a contact clicked in the same message twice, the second click is NOT reflected in this value.
    • Unsubscribe - Number of users that chose to unsubscribe from future marketing emails as a result of this email.
    • Bounced - Number of emails that bounced during the send.
  • Charts
    • Review Status - Breakdown of queued emails by review status.
    • Opened - Breakdown of sent emails by open status.
    • Clicked - Breakdown of sent emails by clicked status.
    • Unsubscribed - Breakdown of sent emails by unsubscribe status.
    • Bounced - Breakdown of sent emails by bounce status.
• Click Details - Displays details for each clickable element in the email, including links, images, videos and/or buttons. For each element, the following information is provided:
  • Type - Link, Image, Video, Button
  • Contacts Who Clicked - Number of distinct contacts who clicked that element (i.e. if the same contact clicked more than once, that individual will only be represented a single time in this value).
  • Number of Clicks - Total Number of clicks on that element (i.e. if a contact clicked more than once, each click action will be counted).

Create Task

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Task Details - Displays details on tasks created by the step. If an account/contact has been through the Play multiple times, each instance of creating a task will be represented in the values and charts. Each of these values and charts can be clicked to take you to a segment of tasks/activities created by the step.
  • Values
    • Created - Number of tasks created.
    • Open - Number of created tasks that are currently open.
    • Closed - Number of created tasks that are currently closed.
  • Charts
    • Status - Breakdown of created tasks by status.
    • Priority - Breakdown of created tasks by priority.
    • Due Date Status - Breakdown of created open tasks by due date status.

Call Webhook

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on calls done by the step. If an account/contact has been through the Play multiple times, each instance of sending data will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of individuals impacted by the step.
  • Calls Made - Number of calls made to the webhook.
  • Successful - Number of calls that were successful.
  • Errors - Number of errors on calls. To see the errors experienced, click on the blue tile:
    
• Post Data - Displays the fields and values the step is sending via the webhook. Any fields that the Play was previously set to update will NOT show in the list, though data sent for those previous field(s) will be represented in the Step Details.

Update Account

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on account attributes updated by the step. If an account/contact has been through the Play multiple times, each instance of updating an account will be represented in the values and charts. Each of these values and charts can be clicked to take you to an Account Segment of accounts updated by the step.
  • Processed - Number of contacts processed through the step. Because Plays process at the contact level, each contact within an account will be represented in this value, though each account will only be updated once.
  • Updated - Number of updates made to accounts.
  • Errors - Number of errors on updates. To see the errors experienced, click on the blue tile:
    
• Account Attributes - Displays the attribute(s) that the step is currently updating as well. Any attribute(s) that the Play was previously set to update will NOT show in the list, though updates made to those fields will be represented in the Step Details.

Update Contact

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on contact attributes updated by the step. If an account/contact has been through the Play multiple times, each instance of updating a contact will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of contacts updated by the step.
  • Processed - Number of contacts processed through the step.
  • Updated - Number of updates made to contacts.
  • Errors - Number of errors on updates. To see the errors experienced, click on the blue tile.
• Contact Attributes - Displays the attribute(s) that the step is currently updating as well. Any attribute(s) that the Play was previously set to update will NOT show in the list, though updates made to those fields will be represented in the Step Details.

Update Tags

• Settings - Displays the Step's current settings, including the tag(s) that are being added and/or removed. Even if the step's settings have changed over time, this will show only the current settings.
• Update Details - Displays details on accounts/contact tags updated by the step. If an account/contact has been through the Play multiple times, each instance of updating tags will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Segment of accounts or contacts updated by the step.
  • Processed - Number of accounts/contacts processed through the step.
  • Updated - Number of accounts/contacts whose tags were updated.
  • Errors - Number of errors on updates. To see the errors experienced, click on the blue tile.

Add to Play

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on contacts added to the selected Play by the step. If an account/contact has been through the Play multiple times, each instance of adding to a Play will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of individuals impacted by the step.
  • Processed - Number of contacts processed through the step.
  • Added - Number of contacts added to the selected Play.

Remove from Play

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on contacts removed from the Play by the step. If an account/contact has been through the Play multiple times, each instance removed from the Play will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of individuals impacted by the step.
  • Processed - Number of contacts processed through the step.
  • Removed - Number of contacts removed from the Play.

Add to Journey

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on accounts added to the selected Journey by the step. If an account/contact has been through the Play multiple times, each instance impacting an account will be represented in the values and charts. Each of these values and charts can be clicked to take you to an Account Segment of accounts impacted by the step.
  • Processed - Number of contacts processed through the step. Because Plays process at the contact level, each contact within an account will be represented in this value, though each account will only be added to the Journey once.
  • Added - Number of accounts added to the selected Journey.

Remove from Journey

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on accounts removed from the selected Journey by the step. If an account/contact has been through the Play multiple times, each instance of impacting an account will be represented in the values and charts. Each of these values and charts can be clicked to take you to an Account Segment of accounts impacted by the step.
  • Processed - Number of contacts processed through the step. Because Plays process at the contact level, each contact within an account will be represented in this value, though each account will only be added to the Journey once.
  • Removed - Number of accounts removed from the selected Journey.

Update Custom Table

• Settings - Displays the Step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
• Step Details - Displays details on account attributes updated by the step. If an account/contact has been through the Play multiple times, each instance of updating an account will be represented in the values and charts. Each of these values and charts can be clicked to take you to an Account Segment of accounts updated by the step.
  • Processed- Number of Custom Table Records processed through the step.
  • Skipped- Number of Accounts that did not receive an update because they did not have any Custom Table Records meet the segment criteria
  • Updated-Number of Custom Table Records Updated
  • Errors- Number of errors on updates
• Custom Table Attributes - Displays the attribute(s) that the step is currently updating as well. Any attribute(s) that the Play was previously set to update will NOT show in the list, though updates made to those fields will be represented in the Step Details.

Contact Details

For EACH instance of an account/contact going through the Play, the Contact Details will show a line item to provide details about that specific pass through the Play.

This section can be filtered by All, In Progress, or Complete. If Complete is selected, you can then further sort by Completion Type.

For each instance, the following details are provided:

• Contact - Name and email address of the individual. Clicking will take you to that individual's Contact Profile.
• Account - Name of the account the contact is associated with. Clicking will take you to that account's Account Profile.
• Entry Date - Date and time the contact entered the Play.
• Entry Method - How the contact entered the Play (Manual Entry, Via a Segment, etc.).
• Qualified - If the contact qualified for the Play.
• Current Step - If the contact is still in the Play, the step they are currently on.
• Exit Date - If the contact has exited the Play, the date and time they exited.
• Exit Method - If the contact has exited the Play, shows the reason they exited the Play (Force Exit, Met Goal, No Longer Qualify, Via a Segment, etc.).
• Days in Play - The number of days the contact has been/was in the Play.

If you need to Force Exit multiple contacts from a Play, you can do so in bulk by checking off the contacts and using the Bulk Action: 

Finally, to export these details into a CSV file, click "Export" in the upper right-hand of the grid: