Managing Omnichannel Insights

The Omnichannel Insights feature allows you to track sales, and drive retail operations with flexible customizable reports. The Insights menu in Omnichannel Manager provides two functionalities:

• Reports to extract information (e.g. by looking at Average Order Value and Net Sales)
• Explore to create and share reports or run ad-hoc searches

The liveboards under omnichannel insights are powered by ThoughtSpot. For additional documentation, see ThoughtSpot User Guide.

Viewing reports

The Reports menu gives store and regional managers the ability to see a trimmed-down version of what is available in Insights > Explore. This menu item is designed to provide only a list of liveboards that are shared with the user and remove all other distractions. This allows data creators to provide pre-determined set of liveboards with a given data consumer.

Investigating data anomalies with data drill down

Right click any data point on any widget and choose another dimension to refresh that widget with. For example, if you want to investigate a week with higher than normal orders, you can right click the week, choose Drill Down in the menu, and filter on the Channel Type to see the percentage of orders coming from web vs store.

Filtering a liveboard

Reduce the data set for the entire liveboard by selecting a specific store, or order dates. When you select a filter at the top of the liveboard, a modal window appears allowing the choice of including or excluding specific values in the entire liveboard.

Tip: Choose Add filters in bulk on the filters modal window and paste values to avoid waiting for the filters to appear. The values can be comma, newline, or semicolon separated.

Users can right-click a data point and filter a liveboard using that value. For example, right-click an associate name and select Filter to refresh the entire liveboard and filter the data with the specified associate.

For more information, see ThoughtSpot User Guide.

note

Filters are not saved if you navigate away from a chart.

Creating reports and exploring data

The NewStore Omnichannel Insights platform enables retail brands to grow their direct-to-consumer store business through physical stores and direct digital channels. During the course of business, NewStore's multi-tenant SaaS platform collects large amounts of omnichannel data and can now provide that data back to retailers in a consolidated, actionable, and flexible way allowing retailers to make strategic business decisions.

NewStore Omnichannel Insights aspires to be a platform that is the source of truth for:

• Physical and digital sales & returns data
• Store & associate performance data
• Omnichannel consumer behavior data
• Payment & Taxes data
• Order fulfillment data across stores

Insights is available in multiple environments, such as Staging and Production. You can create a new liveboard or answer in Staging to have a tighter control over the data, and then migrate the liveboard/answer over to your Production environment via Export TML and Import TML. Learn how to import and export TML in the ThoughtSpot User Guide.

Getting started

Following are the high-level steps to get started:

1. Identify user data needs.
2. Make a copy of the Template - Daily Sales default liveboard and adjust it to your own needs.
3. Exclude non-merch SKUs from consideration.
4. Save and share your new liveboard.

Pre-requisites

There are many ways to roll out reporting with Insights and it depends on who you would like to have access to which functionality, and which data.

The questions that are worth answering are as follows:

• Who will create and customize the initial set of dashboards that are then shared with the rest of the business?
• Which groups of users (Regional managers, Associates, Store Ops, HQ staff, and so on) can view the Reports and Explore menu items.

To understand what roles are available to you:

• Roles with the View Insights permission will see the default Reports menu item in Omnichannel Manager and will only see a list of liveboards that are shared with them without many of the features available in Explore.
• Roles with Create Insights permission will see everything with the View Insights permission and in the Explore menu item in Omnichannel Manager. These roles will also have full access to the BI tool, including access to all available fields and data, and the ability to create new dashboards.

Using and adjusting the template to your needs

To leverage the template to your needs:

1. Go to Insights > Explore.
2. Click LIVEBOARDS in the top navigation bar.
3. Choose the template Template - Daily Sales.
4. Click ... in the top right corner and select Make a copy.
5. Edit Title and Description, which will be visible to your users.

Showing pre-configured liveboards to users

If you would like to give Store and Regional managers a pre-defined set of dashboards to look at, we recommend giving them access to the Insights > Reports view. This method will provide them with access to your entire dataset with a limited feature set so that they are not overwhelmed by too many features and options available in Explore and can focus on selling.

For more information, see Defining and delivering a controlled view of data for specific users .

Excluding non-merch SKUs

When you have the copy of your new liveboard, perform the following steps:

1. Select Edit in the top right corner of your liveboard.

   note

   After you copy a default liveboard, you will then be able to edit it. Alternatively, you must have permissions to edit a liveboard shared with you.

2. Select the Sale Product SKU filter at the top corner of the liveboard.

3. Click the Exclude link to exclude your non-merch SKUs.

4. Choose the Add values in bulk on the modal window that appears.

5. Paste the SKUs that you want to exclude from the Template - Daily Sales. For example, bag fees, tailoring, gift cards, and other non-merch items that you do not want to include towards your sales.

6. Select Apply.

7. When the modal window disappears, click Save on the liveboard.

   When anyone reviews this liveboard, these SKUs will automatically be excluded from any of the widgets on the liveboard.

Saving and sharing your new liveboard

When you have the copy of your new liveboard, perform the following steps:

1. Select Share.

2. Clear the Send Notification checkbox. NewStore does not send email notifications to users.

3. If you want to share your liveboard with all, you can make it appear in their liveboard list by searching for your tenant name and adding that Group to your liveboard.

   note

   Your tenant name is in the address bar. For example, if you access NewStore Omnichannel Manager from “manager.dodici-demo.p.newstore.net”, your group name in Explore will be something like “dodici-demo - All Users”.

4. If you want to only add individual users to be able to view or edit your liveboard, type their email address or name if they have entered it.

   note

   If you can't find someone, they may not have logged into Omnichannel Manager yet. NewStore creates usernames as users view Insights > Reports, or Insights > Explore.

5. If you want users or groups to be able to view and/or edit, choose the Can View, and/or Can Edit options.

6. Click Save on your liveboard.

Troubleshooting unexpected widget values

The following two methods help you understand the values behind a specific widget:

• Look at the raw data behind a number: Right click any data point or any widget menu and select Show Underlying Data to view the rows of data that are making up that number. This allows you to see, for example, which orders are making up the order count total.

• View how the number was created: If the underlying data shows unexpected results, select the widget menu on the liveboard and make a copy or edit. If the Make a copy option was chosen, this copy will have all of the filters applied, and potentially any formulas used to create the metric. It shows the exact details of how the metric was created, and re-pinning of a modified metric back to the liveboard, if required. If the Edit option was chosen, saving any changes will automatically update the existing widget on the liveboard.

Defining and delivering a controlled view of data for specific users

Sometimes it might be important to share a specific set of pre-filtered data along with pre-determined widgets to a given user. For instance, a recurring report to store managers showing their performance. This can be achieved by giving that user the View Insights permission in their role, and sharing the liveboard as View Only with them.

In this scenario, let's take an existing Template - Daily Sales dashboard and make it a regional dashboard for your region manager to view it each Monday morning.

1. Create your liveboard: Navigate to Explore, select the Template - Daily Sales default dashboard, click ... in the top right corner and Make a copy of this liveboard.

2. Modify the liveboard: Once you’ve saved your liveboard, edit it and modify the filters to include the store names that are in the region you wanted. You may also be able to filter the liveboard by order currency as a shortcut.

3. Share the liveboard: Now that you have a custom liveboard for a given region, share it with the users (with the email address or name) you want to view the liveboard.

4. Change user permissions: Ensure that the users you want to view the liveboards have the View Insights permission enabled for their role. This can be modified by an admin in Omnichannel Manager, in Settings > Users & Roles > Roles.

Last Data Refresh in Minutes

The Template - Daily Sales liveboard contains a Last Data Refresh in Minutes widget. It displays how many minutes have passed since the data was last refreshed.

This means, if an order occurred 15 minutes ago and the last refresh was 12 minutes ago, then the order should be displayed in the report. If there is no data in the report (e.g. when selecting a store or associate who has no sales), it will display {null}.

The data can not be manually refreshed, it will automatically refresh.

Historical extent of reporting

Omnichannel Insights reporting spans a rolling 15-month window.

This means the last 4 quarters of data are available for analysis, which applies to all dashboards and all datasets, including 'Activities' and 'Clienteling Sales'.

To see reports beyond 15 months, reach out to your Omnichannel Success Manager for guidance on recommended methods to extract data from NewStore.

Out-of-the-box dashboards available for Omnichannel Insights

While the reporting in NewStore provides as much flexibility as you would like, this can be challenging when starting with a blank dashboard for reports. To launch dashboards in minutes, you can use multiple templates available in NOM, or use them with minimal customizations.

If there are a lot of liveboards already created or assigned to you, the templates may be hard to find. To only view the out-of-the-box dashboards listed in NOM, in Insights > Explore, from the Tags menu, select Default Dashboards.

You can also learn about the NewStore data model by copying a certain metric or dashboard and verify which fields, filters, or formulas were used to create a dashboard, such as the how the Fulfillment dashboard filters out in-store-handover transactions.

Dashboard Name	Requires Customization	Dashboard Purpose	Potential Use Cases
Customer	No	Provides store managers and retail-ops customer-focused metrics to deliver real-time insights into how customer segmentation influences retail sales.	Understand the rate of stickiness for high value customers across quarters.
Daily Sales	Yes - Remove non-merch SKUs	A daily sales dashboard that can be filtered by stores or individuals for a quick view of sales performance.	Measure and optimize individual and store performance using sales metrics
Omnichannel	No	Gain a better understanding of overall omnichannel business performance, including analysis of top omnichannel use cases such as endless aisle, mixed cart, BOPIS, and BORIS.	Find low adoption of endless aisle in a given store in order to coach better habits during checkout
Clienteling	No	Gain deeper insights into the performance of your clienteling programs, helping to refine strategies and enhance customer relationships.	This dashboard provides a comprehensive view of clienteling engagement and effectiveness, broken down by each location, associate, and customer interaction.
Replenishment	(Optional) Remove non-merch SKUs	Understand sell rates of products by location, color, size, and variations.	Help store associates see what needs to be restocked, and show headquarters what is selling by location/date.
Fulfillment	No	View the state and historical performance of routed, fulfilled, and rejected items.	Track orders that have been re-routed too many times. Determine if a store is overwhelmed with store fulfillment tasks.
Associate App Sales	(Optional) Enable the dashboard. Then, exclude SKUs, set the return location, include or exclude tax	The Sales Dashboard as embedded in the Associate App. Associate App reporting is not currently configurable and is the same across the whole platform. To see what sales associates in stores would see, make a copy of this Liveboard, and add filters to a single Sales Location and Sale Attributed Associate Name.	Understand how a given individual or the store is performing today inside the Associate App.
Store and Associate Performance	(Optional) Remove non-merch SKUs	Compare the top and lowest performing stores and associate performance over a period of time.	Understand and correct sales performance by location.
Payment Details	No	Track captured and refunded payments and their properties. This dashboard uses the Payments data set.	How many cash transaction captures occurred last month and for what value.

Change out-of-the-box templates from USD to another currency

Some templates are defaulted to USD, such as the Store & Associate Performance dashboard. If a value of sales is reported in original currency (the default in dashboards unless specified otherwise), you can summarize those currencies into a single HQ currency to view performance across different currencies.

You can change currencies by adding the 3-digit currency ID after the field name. For example, Sale Price Net can be modified to Sale Price Net AUD or Sale Price Net USD can be modified to Sale Price Net CAD.

To change the currency:

1. Navigate to the liveboard or answer that you want to modify.
2. Edit the widget by clicking the … menu in the top right of the chart or table.
3. In the search bar that contains all the properties, filters, and measures, change the field to include the converted currency.

These currencies are currently supported: AUD, USD, CAD, EUR, GBP.

These fields can be converted: Sale Price Net, Sale Price Tax, Activity Value, Shipment Price Net, and Return Refund Net.

Currencies are extracted daily as a daily market average, after markets close. Viewing a converted currency for Today results in using yesterday's currency at close until close of the current business day occurs. This means the value of converted currency values will change slightly after market closes. Any converted value after Today does not change.

Setting up NewStore Associate App

If the Sales Dashboard is enabled under Settings > Associate App > Customizations, users with the Create Insights permission can change its settings.

To change the dashboard settings navigate to Insights > Associate App Setup. The following settings are available:

1. Excluded products: Exclude specific SKUs from sales metrics. SKU exclusion applies to every metric in the report.
2. Return Location Calculation: Return value can be counted against the sale or activity (return) location, affecting how returns impact sales figures.
3. Tax: Exclude or conditionally include the tax value in the sales performance metrics. Conditional inclusion of tax means including the tax value if in the country of the order the tax makes part of the product price (e.g. countries in Europe), but exclude it in countries where tax is not included in the price (e.g. USA). This behavior is controlled by the tax method property of the store (e.g. vat_included).
4. Historical Orders: Include or exclude historical orders from all sales metrics. Historical orders are completed orders from another system that were imported into the NewStore platform. Excluding them ensures that these orders (or their return) do not affect sales performance metrics.
5. Web Orders In Returns: Include or exclude web returns from return value calculations. This ensures store performance is not reduced by items purchased online and returned in a store.
6. Sales Goals: Upload and download your latest Sales Goals file. After uploading the Sales Goals file, the Daily Sales Goals metrics will become available in Associate App's Sales Dashboard.

Setting up sales goals

To set up sales goals for your stores, perform the following actions:

1. Get the store identifiers. For that, go to Insights > Explore > Search Data, paste the following text into the search, hit Enter and note the list of identifiers:

   Sale Store ID
   Sale Location

2. Download the NewStore Sales Goal Template file for the sales goals under Insights > Associate App Setup > Manage Goals. Alternatively, use the Download Current Goals button to download the existing sales goals file if there is already one and you just want to update it.

3. Fill in the file with the following information:

   1. Store: The identifier of the store, retrieved in step 1.
   2. Date: The day to which this goal applies.
   3. Amount: The sales target that the store needs to hit on the day specified in the Date field.

   The Sales Goals file must be CSV compliant. Both comma-separated and semicolon-separated files are supported.

4. Upload the file under Insights > Associate App Setup > Manage Goals.

5. After updating a sales goal, wait some minutes to propagate the change and then check the refreshed values in Associate App's Sales Dashboard. (Goals do not display in NewStore Omnichannel Manager.)

Related topics

• Searching Omnichannel Insights in Explore