.png&w=384&q=75){kind=small}
Insights is where the evidence from the Popscale platform becomes readable.
See the whole platform →See what your organization’s interactions are telling you.
Follow how people use Popscale, how they develop and which parts need more attention – from individual to organization.
What the follow-up looks like
The view below shows which metrics Popscale tracks. All numbers are example data.
Team Overview
Dashboard
Track engagement and development across your team.
Users active in period
287
↗ 18% vs May 25 – Jul 6
Number of activities
2,030
↗ 24% vs May 25 – Jul 6
Avg time / conversation
2 min 59 sec
↗ 12% vs May 25 – Jul 6
Total no of minutes
6,062 min
↗ 26% vs May 25 – Jul 6
Roleplays
Coaching Sessions
Episodes
Challenges
Flashcards
Engagement trend
Stacked by activity type with weekly aggregation.
W28
W29
W30
W31
W32
W33
User engagement
Detailed usage statistics for your team.
| Name | Activities | Avg time / conversation | Total time | Last activity |
|---|---|---|---|---|
| Lena Dahl | 24 ↗ 33% | 5 min 18 sec | 2 hr 07 min | Aug 17, 09:42 |
| Sara Chen | 21 ↗ 28% | 4 min 51 sec | 1 hr 42 min | Aug 17, 08:14 |
| Marcus Johansson | 18 ↗ 20% | 4 min 12 sec | 1 hr 15 min | Aug 16, 17:33 |
| Emma Rodriguez | 16 ↗ 14% | 4 min 36 sec | 1 hr 12 min | Aug 16, 15:21 |
| Arjun Kapoor | 14 ↗ 27% | 3 min 58 sec | 55 min | Aug 16, 11:05 |
| Ida Lindqvist | 12 ↗ 9% | 4 min 22 sec | 52 min | Aug 15, 16:40 |
Interactive illustration of the dashboard, with example data.
Participants per status
- Not started
- 18
- Started
- 24
- Active
- 61
- Ready for next section
- 9
- Stuck
- 12
- Completed
- 18
Results in trained activities
- Median
- 68%
- Average
- 66%
- Highest
- 94%
- Start to completion
- 24 days
Needs attention
12 are stuck
Their latest attempt on the current activity did not pass, and it was at least three days ago.
18 have not started
Assigned the journey but have not yet started their first activity.
The price objection: 34 attempts, 41 percent passed
The activity with the most failed attempts in the period. Many are practicing, but fewer are getting through.
Possible next steps
Send a reminder to the 30
To those who are stuck or have not started. Carried out by Popscale via email.
Automated actionAdd skills training on explaining value
Input for a decision. Build the activity and place it before the next price conversation.
Follow up on Region West with the team lead
Input for a decision. The group has lower activity than the other onboarding groups.
The metrics are real. The numbers are made up to illustrate the view – they are not customer results.
One shared overview
Follow development over time, activity by activity and team by team.
From data to development needs
See not only what has been completed, but which situations need reinforcing.
Clearer next steps
Use the insights to choose the right Journey, activity or leadership initiative.
Why Insights.
When customer interactions happen at scale, the leader can’t see everything alone.
A site manager can observe a few customer interactions. A regional manager can visit a few locations. L&D can track completion. But no one can manually listen to every training conversation, read every reflection or see how every team develops in every customer situation. That’s where Insights comes in – not as a general BI tool, but as a way to understand what happens in the training behind the customer interaction.
Data is not the same thing as insight.
The fact that an activity has been completed doesn’t automatically tell you:
Insights isn’t just follow-up after training. It is where the evidence from your organization’s interactions becomes useful at organizational level – and where the next effort can be chosen on evidence rather than gut feeling.
Insights makes training data useful for development decisions.
The questions Insights answers.
Four questions a leader needs to be able to answer.
The first three show what can actually be measured. The fourth is where the leader’s decisions take over.
1
Is the training being used?
Follow engagement and activity.
- Active employees
- Completed attempts
- Total and average time
- Latest activity
- Activity over time
- Distribution across formats
2
Is the team making progress?
Follow progression through Journeys.
- Assigned, started and completed
- Where progression stalls
- Participants who are stuck
- Time through different parts of the journey
- Progression per team or department
3
Which customer situations need more training?
Follow results from evaluated activities.
- Results per activity and scenario
- Number of attempts
- Pass rate where it is used
- Development between attempts
- Recurring development areas
- Criteria or situations that are often difficult
4
What should we do next?
Use the signals to prioritize.
- Does the team need more product knowledge?
- Should an explanation be trained in Coaching?
- Is a new Roleplay needed?
- Should the behavior move into the real world with a Challenge?
- Does a Journey need adjusting?
- Does a specific team need more leadership support?
The goal isn’t more dashboards. The goal is a better next initiative.
The right level for the right decision.
Start with the pattern. Go into detail when needed.
The same data can answer completely different questions depending on the level it’s read at. Insights is built so the leader starts broad and goes deeper only when there’s a reason to.
- Organization
See overall activity and recurring development areas across the entire business.
- How much of the organization is active?
- Which Journeys are used the most?
- Which situations need reinforcing?
- How do different formats develop over time?
- Region, team or role
Compare relevant groups and see whether the same customer situations perform differently in different parts of the business.
- How do new and experienced employees differ?
- Which departments have come the furthest?
- Which roles need different kinds of training?
- Where does the same obstacle appear for many people?
- Individual
Go into detail when a person needs concrete support or follow-up, or when the purpose of the setup requires it.
- What has the person completed?
- Which activities have required several attempts?
- Which feedback keeps coming back?
- What could be a relevant next training step?
Use the lowest level of detail the decision requires.
See what would otherwise become anecdotes.
“It seems to be going well” is not a basis for decisions.
Say a new campaign has been launched across the whole chain. Headquarters hears: “It seems to be going well.” But the training data shows something more concrete. The product questions are handled well. Many, however, need several attempts when the customer questions the price. One team has barely started. Another region runs Roleplays often but gets stuck on the same criterion.
That gives the leader better questions: does the campaign material need to be clearer? Should explaining value be trained separately? Is there a local leadership issue around prioritization? Should the next Journey reinforce one specific situation?
What would otherwise be gut feeling can become the basis for the next training decision.
Insights that lead somewhere.
Every insight should be able to lead back to training.
Insights is not the end point. A signal can lead on to:
- Episode
- When knowledge needs to be clarified.
- Flashcards
- When facts need repeating.
- Coaching
- When a well-defined skill needs developing.
- Roleplay
- When the team needs to practice a complete customer interaction.
- Challenge
- When the behavior needs to be used in the real world.
- Journey
- When several activities need to be held together in a larger shift.
Every completion leaves signals. Insights makes them readable – and the next effort better.
Assessments and Insights.
They answer different questions.
An Assessment can be used when you want to assess a defined piece of knowledge or a capability against clear criteria. Insights is primarily used to follow what happens in the training over time. They complement each other.
Assessment
Can the employee correctly explain the new membership and its most important terms?
Insights
Has the team trained? Where do they get stuck? Which scenarios or criteria require more attempts? How does activity develop over time?
An Assessment result is a basis for assessment. Insights is a follow-up layer for development.
Clear signals.
Separate training data from business results.
Popscale shows what happens in the development. It gives strong indications of what the team knows and needs to train, but it does not in itself prove that the training alone caused higher sales, better customer satisfaction or lower staff turnover.
What Popscale measures directly
- Activity and usage
- Completed activities and attempts
- Progression through Journeys
- Results from evaluated training activities
- Recurring development areas
- Self-reported completion and reflection from Challenges
- Results from an Assessment within the criteria assessed
What requires your own business metrics
- Conversion
- Average purchase
- Customer satisfaction
- Retention or churn
- Complaints
- Quality in selected customer situations
- Onboarding time
- Other business or customer metrics
Popscale shows the capability and development behind the customer interaction. Your business data shows what happens with the customer and the business. Together they can give a more complete picture.
Insights for real customer interaction initiatives.
See what is otherwise hard to detect.
Onboarding
See whether new employees make it through the journey and which situations require extra training before they become independent in the customer interaction.
Product and campaign launches
Follow whether the knowledge is landing and which questions or customer scenarios are still difficult.
Advisory and sales
See recurring development areas within needs analysis, recommendations, explaining value and handling objections.
Service and deviations
Identify whether the team gets stuck in, for example, managing expectations, taking ownership or the next step.
Member and customer relationships
Follow training around onboarding, retention, cancellations and recurring service.
Leadership for customer-facing teams
Give managers a basis for feedback and for prioritizing the next training initiative.
Responsible visibility.
Insight without unnecessary surveillance.
The fact that the system can collect training data doesn’t mean everything needs to be exposed at individual level.
Show aggregates when they are enough
Patterns at team or organization level can often be sufficient to improve content and training.
The right view for the right role
A department manager sees their own department. All access is governed by role and permissions, not by who happens to go looking.
Go to individual level with a clear purpose
Individual data is relevant when a person needs concrete support or follow-up, or takes part in a defined Assessment.
Separate assessment from reflection
An Assessment or a scored training activity serves a different purpose than a personal reflection conversation.
Keep human judgment
Scores, feedback and patterns are decision support. They are not a complete description of a human being.
Frequently asked questions.
About Popscale Insights.
What is Popscale Insights?
Insights is where the evidence from your organization’s interactions in Popscale becomes readable. It helps leaders see activity, progression, results and recurring development areas – from individual to organization – in the situations meant to strengthen the customer interaction.
What can we follow?
Depending on your setup, you can follow active employees, number of attempts, time, progression through Journeys, results per activity and recurring development areas.
Can we see statistics per format?
Yes. Activity can be broken down by format: Roleplays, Coaching, Episodes, Challenges and Flashcards. Each format is reported with the number of active employees, number of attempts, time and latest activity.
Are Interviews included in the statistics?
No, not today. The follow-up is based on the five formats logged as activities: Roleplays, Coaching, Episodes, Challenges and Flashcards. An Interview produces its own structured output, but it is not yet counted in the activity and progression reporting.
Can we follow different teams and departments?
Yes. Statistics can be filtered by period and department, and a Journey can be followed up per department with the number of participants, how many have started, how many are done and the results in trained activities.
What does it mean that someone is stuck?
That the person's latest attempt on the current activity did not pass, and that at least three full days have passed since then. The person then shows as stuck instead of active, so the leader can act in time.
How are results in trained activities calculated?
For every completed activity that awards points, the employee's best attempt is taken and converted to a share of the activity's maximum score. The result is the average of those shares. Scored activities are Roleplays, Coaching, Challenges and Flashcard decks.
Can we go down to individual level?
Yes, where the setup and permissions allow it. You can follow a person's activity, history, results, number of attempts and recurring development areas.
Does the leader have to listen to every conversation?
No. The purpose of Insights is to compile relevant signals so the leader can see patterns and prioritize their time. Individual conversations can be reviewed when there is a clear need and the right permissions.
Does a high training result show that the person masters the skill in real life?
Not necessarily. It shows how the person performed in that particular training situation. Real-world behavior may need to be complemented with Challenges, observations or business data.
How does Insights differ from Assessments?
Assessments are used for a defined assessment against criteria. Insights primarily follows activity and development in the training over time.
Does Insights automatically recommend the next activity?
No. Insights shows which areas need to be prioritized and provides the basis for the decision, but it does not choose the activity for you. What is automated is reminders: the leader can send an email reminder to those who are stuck or have not gotten started.
Can we compare development over time?
Yes. Activity, progression and results can be shown as development over time, and a period can be compared with the previous period.
Can we connect Insights to sales or customer satisfaction?
Popscale shows training and development data. To analyze the relationship to sales, customer satisfaction or other business metrics, those metrics need to be tracked in your own systems and compared with the development data.
How are privacy and personal data handled?
Access is governed by role and permissions, and a department manager sees their own department. What the data may be used for is regulated in the agreement with you. Tell us what requirements you have and we'll go through them in concrete terms.
Book a demo.
Which customer situation do you need to follow better?
We’ll show you the signals Insights provides – activity, progression and results – and how they’re used to prioritize the next training initiative. Before we meet, think about which decisions you want to be able to make with better information.
Define the decisions
What do managers, HR, L&D or business leadership need to understand in order to act?
Choose the right signals
We’ll show you which activity, progression and result metrics the platform provides – and talk about which ones are relevant to you.
Connect it to the next initiative
You’ll see how the insights can lead on to an adjusted Journey, a new activity or concrete leadership follow-up.