👤 Managers and Technical Admins have access to these settings in Hook
Key Metric Categories
Hook supports a large number of metrics (e.g. total active users) for every organisation. Key Metrics are added to a category for ease of discovery in Key Metrics on the Account Page. Categories are customised for your organisation in Key metric category settings.
Example: Adding a metrics category called Users with the following metrics: total users, total active users, total power users and total inactive users.
Organising Key Metrics in categories helps CSMs focus on the most important metrics. It helps CSMs perform deep-dives on account usage in specific product areas or use cases e.g. user activity or support ticket metrics.
Key metrics must be added to a key metric category to appear in the Key Metrics section on the Account Page.
For organisations with multiple products in Hook, key metrics categories are separate for each product. For example, Product A can have a category of video metrics, and Product B can have a category of audio metrics. Each category would contain metrics specific to that product.
Create a Key Metric Category
Go to the bottom of Key metric category settings.
Click + New category.
Add the name of the category, then click Save.
The newly created category will be automatically enabled in the Key Metrics section on account pages.
Add Metrics to a Category
Go to Key metric category settings.
Drag the metric in the All metrics section to the appropriate category.
The metric will automatically be saved to this category.
If a metric already belongs to the category and is dragged to the category, it will not be added again.
Click the arrow at the top of a category to minimise it.
Remove Metrics from a Category
Go to Key metric category settings. Click the cross icon next to the metric name in the key metric category to remove it.
Disable a Key Metric Category
Disabling a category removes it from the Key Metrics section on the Account Page.
Go to Key metric category settings.
Switch the toggle next to the category name to disable it. This category of metrics will no longer appear in the Key Metrics section on the Account Page.
To re-enable the category, switch the toggle on.
Delete a Key Metric Category
Disable a key metric category (instead of delete) to keep the metrics associated with that category.
Go to Key metric category settings.
Click the bin icon next to the key metric category name.
Click Confirm. The key metric category will be removed from the Key Metrics section on account pages. These Key Metrics will no longer be associated with that category.
Edit a Key Metric Category Name
Go to Key metric category settings.
Click the pencil icon next to the category name.
Enter the new category name. Click the tick icon to save the category name.
❓Frequently Asked Questions
Can a metric be added to multiple categories?
The same metric can be dragged to multiple key metric categories.