Reporting on CRM: where/how to see page views/tab/section clicks for staff using CRM

Sharon Shatas

Has anyone found a way(s) to report on user “clicks” on given CRM pages, tabs, or sections within a user tab?

Related context; we've had staff inquire a few times over the years about learning more on clicks on a specific user page in our CRM. Past staff members shared that we may have found a way to see page views (but not clicks on given data fields). What are current options folks are using?

The user question is related to a wondering about colleagues viewing a “section” not a main “page” – to visualize this, please know you have to already be in a constituent’s record, then within a given tab and then, is a staff member clicking on certain spots/fields on the tab view. The staff member inquiring has shared that knowing more about what's clicked on in the user tab would influence future decisions.

Note: this is entirely different than what can be viewed (added/changed by) via audit-like fields in query and export. This question is about our user experience within CRM and not so much about the data integrity itself.

Crystal Bruce

@Sharon Shatas discussion moved to Blackbaud CRM forums. Thanks!

Sharon Shatas

@Crystal Bruce Thanks, Crystal! I'm new to navigating these helpful spots online. Can you point me toward watching responses in the forum?

Rick Root

@Sharon Shatas
We did some stuff when we implemented our “Grateful Patient” program to log things better. First, we added a custom trigger to Blackbaud's out of the box USERPAGEHISTORY table, which stores the last 10 records you look at and is updated each time a page is loaded. We are self hosted so this was easy, but if you're hosted you probably have to create a record op with the SQL to create the trigger. The trigger looks at the new data (stored in an xml field) and then inserts the new data into a custom table we call USR_UNC_PAGEVIEWLOG

This allows us to track any time a PAGE is loaded by a user. Constituent page, event page, fundraiser page, etc.

I cannot think of a good way to track all tab views.

What we did, because we wanted to know if people were looking specifically at patient data on a record, we added a view form to the tab that does nothing but adds another row to the pageviewhistory table.

In theory, you could add such a view form to all tabs and there fore track all tabs but that seems like a lot of work.

We only cared about the specific patient data tab.

Crystal Bruce

@Sharon Shatas Hi! You should receive notifications when someone replies to your post. You can also set your subscriptions here: My Account. :-)

Will Mercer

@Rick Root would you be willing to share that trigger? This is definitely something we are interested in implementing