Pendo defines an account as a collection of visitors associated to a specific or multiple groups. You can find account data throughout Pendo, and you can access specific account metrics through People > Accounts in Pendo.
To see data in People > Accounts, your installation must send an accountId for visitors in that account. Pendo creates and updates account records automatically from your install script or integrations, based on the accountId values associated with each visitor. You don’t create accounts manually in the UI. For details on configuring visitorId and accountId, see Choose IDs and metadata and the Developer’s guide to implementing Pendo using the install script.
This article reviews how to interpret the Overview tab on the Accounts page in Pendo. For details on the Account Reports tab, see Account reports.
Note: If your accounts have a hierarchy, such as sub-accounts or child accounts, you can switch to a multi-level account structure, also known as a parent account. For more information, see Configure for multi-level accounts.
Account metrics
The Overview tab on the Accounts page provides a summary of account data based on your selected filters at the top of the page: segment, date range, app, and a visitor, account, or historical metadata filter. Metadata filters scope the high-level metrics and per-row metrics in the Accounts table, but don't change which accounts appear or how name search works.
Below the filters are a few high-level metrics. These metrics adjust with any selected filters. When the Add to dashboard icon is available on a key metric, select it to add that metric to a dashboard. The new widget keeps the current app, date range, segment, and account scope.
Number of accounts. This is the total number of unique accounts that have had at least one unique, active visitor within the selected date range.
Average daily time on app. This is the average amount of time each account spends on your app(s) on a daily basis.
Frequency. Broken into three categories (low, medium, and high), this graphic shows you how often your app is used. Frequency is calculated based on the number of days where a visitor sent any event in the previous 30 days (up until yesterday; not including today). This metric first filters by the selected date range (for example, last 90 days), then looks at the frequency of the visitors from each account who sent at least one event during that date range over the last 30 days.
When available, select the Add to dashboard icon on the Frequency card to add an Account Frequency Snapshot widget to a dashboard. The widget preserves the current app and segment filters and uses the Frequency card's fixed 30-day window rather than the page's selected date range.
- Low if a visitor was active at least 1, but no more than 4, of the last 30 days.
- Medium if a visitor was active at least 5, but no more than 12, of the last 30 days.
- High if a visitor was active at least 13 of the last 30 days.
Visitors who sent no events during the selected date range aren't included.
Line chart. This page also provides a line chart that shows the total number of accounts, events, or time on app on a daily, weekly, or monthly basis (depending on your date range filter) over the selected date range. Select the dropdown menus in the chart title to update the data.
You can hover over the line chart to view the specific totals and date ranges.
In the top-right corner of the line chart, select View in Data Explorer to generate a pre-filled Data Explorer report and analyze the chart data. Any active metadata filters on the overview chart carry over to the generated report. With this report, you can compare segments and date ranges, apply advanced filters, drill into visitor and account details, customize visuals, and save the report to a dashboard for ongoing insights.
Accounts table
Below the line chart, the Accounts table contains an account list based on your selected filters. By default, the table shows the following columns:
- Account ID. The ID value that’s passed into Pendo through your install script or integration and associated with visitors on your site. This ID uniquely identifies an account, and you can select this value to view more details about the account. For more information, see Account details. For subscriptions with Session Replay, users with Replay viewer access can also open the Replay tab in account details to view replays associated with the account. For a parent account, this tab can include replays from its child accounts.
- Last Visit (All Apps). The timestamp of the most recent Page load, Feature click, or Track Event on your site from a visitor in that account, regardless of whether that particular Page or Feature has been tagged as an activity on your site or not.
- Number of Days Active. The total number of days that visitors in this account were active in the selected date range.
- Number of Events. The total number of events visitors in that account have sent, including Page loads, Feature clicks, Track Events, and Guide Events.
There are several actions above the table as well:
- Show all accounts. When the checkbox for Include accounts with no events in selected segment is selected, this setting populates accounts with no events in the table. It ignores the date range and application filters for default segments, but respects them for custom segments. This allows you to view accounts that you've previously uploaded custom metadata for, even if Pendo hasn't captured any events for them yet.
- Create Account Report. If you review a specific list of accounts frequently, you can save the list as a report. After you select this option, you can name the report and find it by selecting the Account Reports tab at the top of the page. For more information, see Account reports.
- Upload CSV. If you need to update custom metadata values for accounts in bulk, use the Upload CSV icon. For more information, see Manage custom metadata fields.
- Download CSV. If you need to download a particular set of accounts, select the Download CSV icon. You can also use this set of users to create a custom segment with a CSV file; for more information, see our article on Segments.
- Edit Columns. If you want to update the columns that appear in the table, select the columns icon in the top-right of the section. All modifications are reflected in the account report or CSV file if you choose to take either of these actions. This also updates the columns in the Visitors table in People > Visitors.