Insights overview¶
Insights is your 3PL's reporting area. It has three tabs: Pulse shows today's queue and throughput as it happens, Operations shows how much you ship and what those shipments look like, and Customer Service shows how much chat and task work each brand generates. Insights is in BETA.
Who can see Insights
Insights appears for roles with the View insights permission. By default, only 3PL Admins have it, and admins can grant it to other roles in User Roles. Admins see every brand in the workspace. Anyone else with the permission only sees the brands assigned to them. See Roles & permissions.
Overview¶
- Pulse — a live view of today: the open order queue, what's due and late, today's throughput against yesterday, and a per-brand breakdown.
- Operations — shipment volume over time, average items and expected weight per shipment, and how parcel shape varies by brand.
- Customer Service — chat messages and tasks by brand, per shipment, and by account manager.
- Download the tables and trends on Operations and Customer Service as CSV files.
- Every figure is limited to the brands you can see.
Screenshot: The Insights section, Pulse tab. (pending capture)
Open Insights¶
- Select Insights in the navigation. It's marked BETA. On mobile, open it from the footer navigation. Insights only appears if your role has the View insights permission.
- Insights opens on the Pulse tab. Use the tabs at the top to switch to Operations or Customer Service.
What each tab shows¶
| Tab | Time frame | Answers | Main figures |
|---|---|---|---|
| Pulse | Today, live, refreshing every minute | What's in the queue right now, and how today compares with yesterday? | Total orders, ready to ship today, urgent queue, late; orders received and shipped, labels, items packed, customer messages |
| Operations | 7, 30, or 90 days, or a custom range | How much are we shipping, and what's in those shipments? | Shipments processed, average items and expected weight per shipment, volume trend, parcel shape |
| Customer Service | 7, 30, or 90 days, or a custom range | How much support work does each brand create? | Messages from brands and from your team, messages and tasks per shipment, account manager message volume |
Which brands appear¶
- Your brands only. Admins see every brand in the workspace. Anyone else with access sees the brands assigned to them, and every total on the page covers only those brands.
- Active brands connected to your WMS. Operations and Customer Service only include brands that are active and mapped to a WMS account. A brand with no WMS mapping has no shipments to measure. See Brand WMS mapping.
- Unmapped. Admins may also see an Unmapped row for activity that couldn't be linked to a brand, such as orders from a WMS account that isn't mapped to any brand.
Export data¶
Operations and Customer Service have a Download CSV link beside each trend and table. The file covers the period and grouping you've selected. Pulse doesn't have a CSV export.
Insights, SLA, and survey results¶
- Insights reports volume and workload: how much you ship, what's in the queue, and how much chat and task work brands create.
- SLA measures performance against targets: on-time shipping, shipping errors, response times, and task completion. SLA used to be a tab inside Insights, and old links to it now open the SLA section.
- Survey results live on each survey in Feedback, not in Insights. See Responses & analytics.
Common questions¶
Who can see Insights? Roles with the View insights permission. By default that's only 3PL Admins, and admins can grant it to other roles in User Roles. People who aren't admins only see the brands assigned to them.
Why don't I see every brand in Insights? If you're not an admin, Insights only shows the brands assigned to you. Operations and Customer Service also leave out inactive brands and brands that aren't mapped to a WMS account.
What's the difference between Insights and SLA? Insights shows volume and workload, such as how much you shipped and how many messages brands sent. SLA measures how well you met your targets, such as the share of orders shipped on time. See SLA overview.
Why is Insights marked BETA? Insights is still being developed, so its dashboards and figures may change.
Can I export Insights data? Yes, on Operations and Customer Service. Use the Download CSV link beside a trend or table. Pulse doesn't have an export.
Where did the SLA tab in Insights go? SLA is now its own section in the navigation. Old links to the Insights SLA tab open it.