How to get there
By clicking on a user goal (such as "I Want To Create A Maintenance Task") anywhere in the Gateway, you can reach a page showing you how that goal has trended over time and allowing you to filter to drill down further.
Places that you can access these goals include:
Insights > Tracked Goal (if you've already selected a goal to track)
Insights > Top Customer Goal
Community > Top Resident Goals
Latest News > any item that's Trending
How to interpret
This chart shows you how something a customer wants to achieve (e.g. disputing a charge, giving notice to vacate, creating a maintenance task, etc) has trended over time. You can use the information to inform areas for improvement or general focus and actions for your teams - for example, if there is an upwards trend in needing technical support, this might point towards a more global issue with your customer-facing tech systems.
Don't forget, you can always ask search if you want to find out more - try "are we having companywide issues with tech" or "which systems are people complaining about the most".
On the page, you'll see:
a count of occurrences over the period
a trend comparing the count to that of the previous period
a chart with a trend over time showing how the goal has trended vs the baseline: this is based on the volume of occurrences of that goal, i.e. how many reports of it we have seen from your customers, versus the median volume of occurrences of that goal over the past 90 days
a summary describing what the chart is showing and giving a view of the lower level customer conversations and a list of communities where we've seen this goal be reported the most (or if you are looking at a goal within a specific community, you will simply see this community's name above the goal title in the top left)
You can filter the chart by community, granularity (e.g. by day/week/month) and channel.
💡Note: Everything on the page is adjusted based on the date range you've selected in the date filter (calendar icon in the top right).