CRM reports and dashboards

The big picture#

Reports turn your CRM records into answers. There are four places to look, from quickest to most flexible:

1. Pipeline Reports. Ready-made. Nothing to set up.
2. Overview pages for deals, contacts and companies. Each one gathers every report about that kind of record.
3. Custom Reports. You ask your own question and save it.
4. Dashboards. Several reports side by side on one page. You can share a dashboard with your team.

Your CRM home page also has a Your Reports section, which is your own personal shelf of pinned reports.

Where everything lives#

The ready-made pipeline reports#

Open Customer Relationship Management›Reports. The first tab, Pipeline Reports, shows:

• Four number cards: Won, Win rate, Open pipeline and Weighted forecast (for the next 6 months).
• Pipeline Funnel: how many deals and how much money sit in each stage.
• Win / Loss: how many deals you won and lost.
• Forecast by Close Month: what you expect to close, month by month.
• Leaderboard: open pipeline and won revenue by owner.

Choose This quarter, This year or All time at the top. If your company has more than one pipeline, tabs with the pipeline names let you switch. Reload report (the circular arrow) fetches fresh numbers.

If there are no deals yet, the page says: No report data yet. Add deals to your pipeline and this fills with your funnel, win rate and forecast.

Overview pages#

Click Deals, Contacts or Companies in the left menu. The first thing you see is an Overview, named Deals Overview, Contacts Overview or Companies Overview. It shows every report about that kind of record that you can see.

• A new report shows up on its own. If you build a report about deals, it appears on Deals Overview with nothing to set up.
• Drag a card by its grip to move it. Use Card size to make it a third, half or the whole row.
• Click Hide from this overview to switch a report off. Switched-off reports are listed at the bottom, each with Show Again.
• The arrangement is yours alone. A colleague's overview is not changed by yours. An overview holds up to 24 reports.

If there is nothing yet, you see Build a Report and Browse Reports buttons.

Build a custom report#

1. Open Reports›Custom Reports and click New Report.
2. Under Report on, choose Deals, Companies or Contacts.
3. Under Which records, narrow it with the filter if you want. Leave it alone to use all the records you can see.
4. Under Group by, click Add a grouping and pick a field, such as Stage or Owner. For a date field, choose By month, By quarter or By year. You can add a second grouping.
5. Under Show, choose a Figure: Number of records, Total of, Average of, Lowest or Highest. For anything except a count, pick the money or number field under Of. Click Add a figure for more (up to five).
6. Under Draw it as, pick Table, Bar, Line, Pie or Number. Pick Order (Largest first, Smallest first, or by grouping) and how many to Show (Top 10 up to Top 1000).
7. Watch the Preview on the right side. It updates as you go.
8. Click Save Report, give it a name, and save.

A sentence under This report shows says in plain words what you have built, such as "number of deals and total amount, grouped by stage".

Charts have a few rules, and the page tells you right away if you break one:

• A Pie groups by exactly one field.
• A Bar or Line needs at least one grouping.
• A Number shows a single figure and cannot be grouped.

You can group by custom fields too, if your company added them to the record form. See Contacts, companies and leads.

Open, rename, duplicate, delete#

On the Custom Reports list, each card tells you what the report asks: what it looks at, how it is grouped, its figures, who can see it, how many dashboards it is on and how fresh it is. Use the filter to find reports by name, type, who made it, or date.

• Duplicate makes a private copy called "name (copy)". Anyone who can open a report can copy it. Duplicating is a good way to start from a colleague's work.
• Share (see below), Rename and Delete are for the owner.
• Delete asks Delete Report? and warns that anyone it is shared with loses it, and how many dashboards it sits on. Deleting cannot be undone. The dashboards stay, with a gap where it was.

If you leave an unsaved report, Hubtoll asks Leave Without Saving?.

Dashboards#

A dashboard puts several reports on one page.

1. Open Reports›Dashboards and click New Dashboard. Give it a name.
2. Click Add Report. Pick from the reports you can open. Use Search reports to find one.
3. Drag a card by its grip to move it.
4. Use Widget size on a card to choose A third of the row, Half the row or The full row.
5. Add more reports. A dashboard holds up to 12.

To take a report off, click Remove from dashboard. Hubtoll asks Remove From Dashboard? and says the report itself is kept.

If a dashboard shows a report that has not been shared with you, you still see its card, but you cannot open the report behind it.

Your Reports on the CRM home#

The CRM home page has a Your Reports section for the reports you check every day.

• Open any report and click Pin to Dashboard. The button then reads On Your Dashboard. Click it again to take the report off.
• Or use Add Report in the section and pick a saved report.
• Drag to reorder, and use Card size to resize. You can pin up to 12.
• Take off my dashboard removes one. The report is kept.

This arrangement is only yours. Nobody else's home page changes when you pin something. If a report you pinned is later un-shared from you, it leaves your page. A note says how many are hidden. They stay in your layout and come back if shared again.

Share a report or a dashboard#

Only the owner (or a CRM settings administrator) can change a report or dashboard. Everyone else can only open it.

1. Open the report or dashboard and click Share.
2. Switch on Everyone to share with the whole workspace. Or leave it off and choose Roles, Departments and People.
3. Click Save Sharing.

• Roles: everyone who holds the role. See Roles.
• Departments: whoever has been added to the department on the Departments page, and to its sub-departments. This grant is standing: a person who joins the department later gets it too.
• People: pick named people.

Hubtoll tells you in words who has it, such as Shared with everyone, Shared with Sales and Ada Obi, or Only you.

Why two people see different numbers#

This is the question you will get most. The usual reasons, in order of how often they happen:

1. Different reach. If you only see the records you own or created, your totals are smaller than the whole company's. The report says Scoped to the records you created or own. The company-wide total may be higher. An empty report says This may be why: you're only seeing the records you created or own. When you share a report with someone like that, the share window says so and offers Grant company-wide CRM read access if you are allowed to give it.
2. Different filters or dates. Check Which records and the period.
3. A moment ago. Hubtoll remembers a report's answer for about a minute. You may see From a moment ago. Click Run again for a fresh answer.
4. Money in different currencies. See the next section.
5. Too many groups. A report shows at most the number you chose under Show. If there were more, a note says Showing the first N of M groups.

Money and currencies#

A company can hold deals in many currencies. A total across them is only meaningful in one currency. So Hubtoll converts every deal into your company currency using the active exchange rate set in Sales and Finance, and totals that.

If a currency has no rate, those deals are left out of the money figures. They are never counted at a rate of 1, which would give a wrong total. Instead, the report tells you, for example:

2 deals are left out of the money figures: GBP has no exchange rate to NGN yet.

Pages like the funnel and forecast show a similar note: N deals are not in these totals. If you can set exchange rates, the note links to Set the rate under Sales & Finance. If you cannot, it tells you to ask your finance admin. See Currencies and exchange rates.

Limits#

Reports can cover deals, companies and contacts. They cannot cover activities, leads or emails.

Who can do what#

If your CRM seat lapses, you can still read reports but cannot arrange or change them. The full list is in the permission reference.

Common questions#

To see how a deal moves through stages, see Pipelines and deals. For the whole picture of CRM, see CRM: how it works and how to set it up.