Vault CRM Standard Metrics

Vault CRM has standard metrics for call channel, user type, and user country data. Standardizing a set list of picklist values enables better insights through benchmarks built on consistent data across companies. It also allows customers to do the following:

  • Normalize data for comparison across therapeutic areas and orgs within their company for faster insights
  • Enable downstream innovation and Vault CRM functionality, such as integrated HCP scheduling, channel preferences, and country-specific logic through a consistent set of values
  • Gather metrics and set benchmarks

Standard values are set for the following fields:

  • call_channel__v on the call2__v object
  • country_code__v on the user__sys object
  • user_type__v on the user__sys object

These standard values enable the following metrics:

  • Call Channel Metrics - Track and analyze the communication channels used for calls
  • User Country Metrics - Measure data based on user country codes for region-specific insights
  • User Type Metrics - Classify users by type to understand usage patterns and roles

Who can use this feature?

  • Browser, iPad users
  • Users do not require an additional license
  • Business Admin users, End users, Integration users

Configuring Vault CRM Standard Metrics

To enable standard metrics for business admin users to data load:

  1. Grant the following permissions:

    Object Object Permission Object Types Fields Field Permission

    user__sys

    n/a

    n/a
    • user_type__v
    • country_code__v

    edit

    call2__v

    		 n/a n/a

    call_channel__v

    edit
  2. Place the user_type__v and country_code__v fields on the user__sys object on the appropriate page layouts.

To enable standard metrics for integration users to data load:

  1. Grant the following permissions:

    Object Object Permission Object Types Fields Field Permission

    user__sys

    n/a

    n/a
    • user_type__v
    • country_code__v

    edit

    call2__v

    		 n/a n/a

    call_channel__v

    edit
  2. Place the user_type__v and country_code__v fields on the user__sys object on the appropriate page layouts.

To enable standard metrics for end users:

  1. Grant the following permissions:

    Object Object Permission Object Types Fields Field Permission

    user__sys

    n/a

    n/a
    • user_type__v
    • country_code__v

    read

    call2__v

    		 n/a n/a

    call_channel__v

    edit
  2. Place the user_type__v and country_code__v fields on the user__sys object on the appropriate page layouts.

Do not add, delete, or modify the fields and picklist value sets related to standard metrics. This could result in errors.

Standard Metrics Fields

Call Channel

The call_channel__v field on the call2__v object is a standard field on the call report that requires end users to select one of six options to submit a call:

  • In-person – previously Face-to-Face
  • Phone
  • Video
  • Email
  • Chat or Text – previously Message
  • Other

The following features are available for Call Channel:

  • Selecting a Call Channel - By default, users are required to manually select a Standard Metrics Call Channel for each call report they create
  • Restricting Call Channels - Admins can disable unapproved call channels (Email, Chat or Text, Other) from the Standard Metrics Call Channel picklist

User Type

The user_type__v field on the User record indicates the role of the end user. Customers should data load this information with a standard picklist value. Vault CRM Standard Metrics employs the following user types.

Picklist Value

Category Definition

Examples

sales__v

Field-based, hybrid, or virtual users whose primary job function is recording the details of a call intended for promotional purposes. These users target individual prescribers, nurses, administrators, and other clinician customers.
  • sales representatives
  • district sales managers
  • sales support 
  • pharmacy sales representatives

marketing__v

Office users who develop and implement campaigns to increase company, product, or disease awareness through orchestrating interactions with Accounts.
  • brand manager
  • product lead
  • marketing manager
  • brand specialist

medical__v

Field medical, home-office medical, and medically trained professional users (typically with scientific credentials) recording interactions with the sole purpose of scientific engagement and not for promotional measures.
  • medical science liaisons
  • nurse educators

kam__v

Users who record the details of a call with stakeholders in accounts primarily focused on influencing the decision making at the account or institutional level as opposed to an  individual clinician.
  • users aligned to market access
  • large hospital systems
  • wholesalers
  • distributors

service__v

Office users who respond to inbound questions from accounts through different communication channels (phone calls, email, chat, etc.). Also includes outbound users, who proactively communicate with targeted accounts through those same channels in order to promote their company's products and activities.
  • contact center representative
  • inside sales representative

admin__v

Users who manage system configuration or use the system primarily for reporting or administrative purposes.
  • commercial operations Vault CRM administrators
  • commercial IT roles
  • data loading/integration users
  • business insights and analytics

Country Code

The country_code__v field on the User record is set by the administrator indicating the end user’s primary country of operations. Available picklist values follow the 2-letter ISO code standard. Customers should data load this information.

Related Topics

Selecting a Call Channel