Gainsight Usage Report Enhacements

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  • Question
  • Updated 5 months ago
  • Acknowledged
I have a request from a customer in regards to our usage reports that we are providing customers on a weekly basis. It does a great job for users who have logged in and are using the system, but this customer would like to see a report of users who haven't logged in at all. It appears that we pull the active users, but not the inactive ones. The only way to get this list on non-users is by exporting out the list of license holders and comparing (v-lookup) to see which users are missing from our reports. 
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Steve Davis, Employee

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Posted 5 months ago

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Will Robins, Official Rep

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Hi Steve,

You are correct that if a customer has never accessed Gainsight, we currently have no visibility into who they are unless we're given LMA access and can go into their instance to report on their users and their permission sets.

The automated CoPilot reports include anyone who has accessed the system in the past 4 weeks. We found that if we expanded that threshold to longer (for example, it used to be 3 months), it captured lots of users who were no longer at the company (resulting in a different set of user issues).

Best,
Will