Engagement

Engagement

What is the engagement score?


  1. Engagement score is based on a ratio between sent and received emails between an employee and contact.
  2. It aims to allow you to quickly score how a relationship is tracking between an employee and contact.
  3. Engagement is a one to one score.
  4. Engagement scores are calculated for each month.
  5. Sent and received is counted once for each employee/contact per day. The highest score for sent and received would be the number of days in the month, ie typically 30 or 31.
  6. Sent and received is capped using two variables to set the ideal thresholds of sent and received per month.
  7. Engagement scores for the current month are calculated daily with scores from the previous month carrying over and being adjusted for those which haven't got any data to calculate a score

Adjustable parameters


Sent Unique Days Per Month Max
Parameter: @SentUniqueDaysPerMonthMax
Default: 5
This variable is to set the ideal number of times an employee will send an email to a contact in any given month.
The sent tally is based on the number of unique days in a month of which an employee sends to a contact. If an employees sends 4 emails in a single day, that will count for a total of 1 email point out of a possible 5.

Received Unique Days Per Month Max
Parameter: @ReceivedUniqueDaysPerMonthMax
Default: 2
This variable is to set the ideal number of times an employee will received an email from a contact in any given month.
The received tally is based on the number of unique days in a month of which a contact sends to an employee. If an employee receives 4 emails in a single day, that will count for a total of 1 email point out of a possible 2. This tally is also affected by the below parameter which prevents it from counting towards an engagement score until the threshold is met.

Minimum Sent Per Month Threshold *NEW*
Parameter: @SentMinPerMonthThreshold
Default: 1
This variable is to set the minimum amount of emails that must be sent by an employee to an individual in any month to start the calculation of an engagement score. For example, if an employee has received 2 emails from an individual but has sent them 0, the engagement score will be 0. If the employee then sends an email to the individual the engagement score will calculate a result of 42% or 2/5.

Average Calculated Over Months *NEW*
Parameter: @AverageCalculatedOverMonths
Default: 6
This variable controls the maximum number of preceding months over which the average engagement score is calculated. This average is calculated over the months since Client Sense first recorded communication between the employee and individual. In the example of this month being the first month an employee has contact with an individual then the average will start counting from this month. So if the engagement score is 40% - 57% or 2/5 then the average will be 2. If next month the score increases to 74%-90% or 4/5 then the average will be 3 because there are now two months to average the score over. This will carry on until the employee and contact

Calculation of results

Reading the results

  1. Results are calculated for each employee and contact for each month
  2. The _EngagementData table will display data in the format of EmployeeEmail, ContactEmail, Month, Sent, Received, EngagementScore
  3. Each row represents the score between an employee and a contact for a particular month

Column
Type
Description
EmployeeEmail
String
The employees email
ContactEmail
String
The contacts email
Month
Date
The month
Sent
Int
The total emails sent in the month
Received
Int
The total emails received in the month
EngagementScore
Decimal
The calculated score based on the unique sent and received for the month


The first time the script is run a retrospective calculation is performed for the last 12 complete months of the year. The current month could be either a partial score or a calculated score.

Scoring for the current month

The score for the current month will be carried over from the previous month where there is no data to calculate. Take the below example where the month of May finished with a score of 0.86. Midway through June the employee and the contact haven't had any contact so the score deteriorates. The score will continue to deteriorate for the rest of the month, exponentially faster as it reaches the end of the month until it hits 0, or the employee and contact send/receive email and a score and be calculated.

Employee Email
Contact Email
Month
Sent
Received
Engagement Score
employee@firm
contact@external
2022-04-01
0
0
0.00
employee@firm
contact@external
2022-05-01
16
10
0.86
employee@firm
contact@external
2022-06-01
0
0
0.51

Averaging scores

If a single score is needed for an overall relationship between an employee and contact it might be worthwhile taking the last 3 months and averaging them. This will prevent drastic drops to 0 when contact ceases for a month.

Things to keep in mind about the two parameters

  • By default we've said an ideal relationship is sending 5 emails and receiving 2
  • These two numbers are summed which gives us a total of 7 to work with, if your engagement score is 100% or 5/5 then that means you must have sent 5 emails and received 2.
  • Based on the above numbers of 5 sent and 2 received, sending 1 email or receiving 1 email isn’t ever worth 1 point but about 1.5 points (it’s slightly less than 1.5 as it’s a ratio but we’ll round up for simplicity). Receiving 2 emails provides a max of 3 points and Sending 5 emails gives you the other 7.
  • A score of 1/5 could be made up of 2 sent, or 1 sent and 1 received.

Configuration of Engagement score


Configure Engagement score stored proc to run at least daily as results are calculated daily for the current month