Pendo 101: Accounts

 The Basics

Pendo defines an account as a collection of visitors associated to a specific or multiple group(s). The Accounts section of Pendo provides details about those groups. 

Accounts Summary Page

This is the first page you see when you are in the Accounts section of Pendo. This page provides a high-level overview of all your accounts based on your filter options. On this page, you will see the following details:

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  1. Number of Accounts: total number of unique accounts in the selected segment, time range, and apps (for multi-app subscriptions) who have had at least one unique active visitor within the selected date range.

  2. Average Daily Time on Site: this is the average daily time each account spent using your product within the segment and date range specified at the top of the page.

  3. Frequency: shows how often any user in an account sent an event to Pendo in high, medium, and low categories.

    • Low if user was active at least 1, but no more than 4, of the last 30 days

    • Medium if user was active at least 5, but no more than 12, of the last 30 days

    • High if user was active at least 13 of the last 30 days

  4. Search: looking for a specific account? You can search for their account in the top right corner.

     

Accounts List Summary View

Towards the bottom of the Accounts Summary Page, you’ll find a list of accounts:

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  1. Accounts List: this list reflects all active accounts within the selected segment, date range, and app (only applicable to multi-app subscriptions).

  2. Actions: want to view data on more than just the default columns? Click on Actions to reveal the option to edit your columns. This also reveals the Download to CSV and Save as Account Report functionality.

In addition to the default columns, you can add additional product usage or metadata details to your view as you desire. Product Usage includes:

  • Feature
  • Guide
  • Page
  • Poll
  • Track Events

Account Details Page

If you click on any of the accounts within the list, you’ll find yourself on the account details page.

Note: Account details correspond to the metadata sent in with the last recorded event. Although metadata can change over time, Pendo only shows the most recently received values, regardless of date or app filters applied.

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  1. Details: the details section is broken up into three (sometimes four) main metadata categories.

    • Pendo Settings: by default, we provide you with (account) IDFirst VisitLast Visit, whether or not the account is Excluded, or Guides are hidden for the account

    • Agent: this section includes any metadata values that are being passed to Pendo via the agent.

    • Salesforce: when enabled, this section will display any associated metadata that is pulled into Pendo via our Salesforce integration.

    • Segment.io: when using a Segment.io webhook, this section will display any associated metadata that is sent in via that webhook.

    • Custom: includes custom metadata values

  2. Unique Visitors: this is the total number of unique visitors tied to the account who have been active within the selected segment, time range, and apps (for multi-app subscriptions)

  3. Number of Days Active: this represents the total number of days an account was active within the selected segment, time range, and apps (for multi-app subscriptions). An account is considered active when we capture at least one event for a single visitor tied to the account, in a 24 hour period.

  4. Total Time: total time the account spent using your product within the selected segment, time range, and apps (for multi-app subscriptions). We add one minute to the counter for each minute we register any activity for a visitor (page load, focus, clicks, etc.). If a visitor is not interacting with the site (i.e. background tab) we will not count that time.

  5. Usage Trending: this is a simple metric which can be used to gauge the health of an account. It compares the account’s total time for the selected date range (period n) to the previous period of equal length (period n-1).

 

Account Visitor List

Towards the end of the account details page lies the account’s visitor list. Here is the default view:

accounts-visitorslist
  1. Page Usage: this interactive grid displays page usage statistics for the account. The larger the box, the more the account uses that specific page. You can adjust the metrics by clicking on By Time on Page to take a look at page usage based on an alternate metric.

  2. Feature Usage: this interactive grid displays overall feature for the account by total clicks. Same as with page usage, you can adjust the metrics by clicking on By Clicks.

  3. Visitor List: this is a comprehensive list of all visitors tied to the account who were active in the selected date range. The selected segment, date range, and apps will impact which visitors appear on this list. You can add and/or edit the columns shown by clicking on actions and selecting edit columns.

In addition to these columns, you can add additional product usage or metadata details to your view as you desire. Product Usage includes:

  • Feature
  • Guide
  • Page
  • Poll
  • Track Events

Feedback on Account Details Page

Feedback-enabled subscriptions will see a Feedback tab next to the Overview tab. If you click on the Feedback tab, you'll see the full list of product requests associated with that Account. 

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You can hover over the product request for a brief description, or see the full product request by clicking "View in Pendo Feedback." This will take you directly to that request to see more details including voters, comments, and any associated labels. 

By default, you will see the following columns in your list view:

  1. Name of the Product Request
  2. Status
  3. Priority

If you want to see more (or less) in your list view, click on the 3 dots next to the search field and choose "Manage Columns:"

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Then add, reorder or remove columns as desired:

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