The Customer Engagement report helps you understand how customers are participating in their onboarding work and where that participation may need attention.

It combines customer-owned task activity, customer participation, and customer satisfaction data so onboarding, Customer Success, and Professional Services teams can answer a practical question:

Use this report to identify blocked customer work, upcoming commitments, ownership gaps, differences in progress between customers, participation patterns, and changes in customer sentiment before they become larger delivery risks.

Use the Customer Engagement report to understand:

This report is especially useful during portfolio reviews, customer health reviews, and onboarding check-ins when you need to move from a broad engagement signal to the customers, users, or tasks that may require follow-up.

Filters help you narrow the report to the customer population, projects, and work you want to evaluate.

Available filters include:

You can combine filters to investigate a specific customer population or delivery question.

For example, an onboarding leader preparing for a portfolio review could filter by Project Manager, then narrow the report to projects with a Late status to understand whether customer-owned work is contributing to those delays.

Start with the summary metrics to understand the volume and current state of work assigned to customers.

Question it answers: How much work has been assigned to customers overall?

Total Customer Tasks counts all tasks where responsibility is set to Customer.

No additional task-status or project-status filters are applied to this metric.

Use it as a broad measure of customer-owned task volume. Because it includes customer tasks regardless of whether their projects or tasks are still active, it should not be interpreted as the amount of customer work that still needs to be completed.

Question it answers: How much customer-owned work is still active?

Active Customer Tasks counts tasks that:

Use this metric to understand the amount of outstanding customer work within ongoing projects.

A high active-task count is not necessarily a problem on its own. Compare it with due dates, stuck work, overdue work, and the customer's stage in the onboarding process before deciding whether follow-up is needed.

Question it answers: How much customer work has been completed or is no longer required within ongoing projects?

Completed Customer Tasks counts tasks that:

Use this metric to understand how much customer-owned work has moved out of the active workload.

Note: Because tasks marked Not Applicable are included, this metric represents work that has either been completed or is no longer required. It does not represent only tasks completed through a Done status.

The next set of metrics helps you distinguish normal active work from customer tasks that may require intervention.

Question it answers: How much customer-owned work is currently blocked?

Stuck Customer Tasks counts tasks that:

Use this metric as a starting point for identifying customer work that may need clarification, additional information, assistance, or another form of follow-up.

A Stuck status tells you that the task has been identified as blocked. Review the underlying customer, project, and task before determining why the work is stuck or what action should be taken.

Question it answers: How much active customer work currently has no owner?

Unassigned Customer Tasks counts tasks that:

Use this metric to identify ownership gaps.

An unassigned customer task may require your team to confirm the appropriate customer contact before the work can progress.

Question it answers: How much customer-owned work has passed its due date?

Overdue Customer Tasks counts tasks that:

Use this metric to identify customer commitments that may already be affecting a project's timeline.

When the number increases, investigate the affected projects and customers rather than assuming every overdue task represents the same level of risk. A task's importance, dependencies, and project context can all affect the appropriate response.

Question it answers: What customer work needs to be completed this week?

Customer Tasks Due This Week counts customer-responsibility tasks in active projects whose due date falls within the current work week.

Included tasks:

Use this metric at the beginning of the week or before customer check-ins to identify upcoming customer commitments that may require attention before they become overdue.

Task completion is one way to think about engagement. The number of customer team members invited to projects adds another view of how broadly customers are participating in the onboarding process.

Question it answers: On average, how many customer team members are invited to each project?

Avg Customer Invited to Projects calculates the average number of customer team members invited across the projects included in the report.

By default, the metric considers all projects. When report filters narrow the project population—for example by project status, customer, project manager, or another applicable filter—the average is calculated using the filtered set of projects.

Use this metric to understand the typical level of customer participation in your projects.

Summary cards tell you how much work exists. The status views help you understand what state that work is in and where it is concentrated.

Question it answers: What is the current status mix of customer-owned work across active projects?

This view counts tasks where:

The results are grouped by task status.

Use this view to see whether customer work is primarily progressing, waiting to begin, blocked, awaiting sign-off, or represented by another applicable status.

This is more useful than looking at the active-task count alone because it shows how that customer workload is distributed.

For example, two customer portfolios could have the same number of tasks while having very different engagement patterns: one may consist mostly of work in progress, while the other contains a large concentration of stuck tasks.

Question it answers: How does customer task progress compare across customers?

This view counts customer-responsibility tasks in projects that are not Done, Pending, or Cancelled, then groups the results by:

Use it to compare engagement patterns across your customer portfolio.

Look for customers with unusually large concentrations of Stuck, Not Started, or other statuses that matter to your delivery process. Those patterns can help you decide where a closer review may be useful.

The chart identifies where to investigate. It does not establish why one customer has more work in a particular status.

Question it answers: Which customer users currently have the most blocked tasks?

This view identifies the top 10 customer users with the highest number of stuck tasks in active projects.

Included tasks are:

Results are grouped by the customer user and customer, ordered by the number of stuck tasks, and limited to the top 10 users.

Use this view when you need to move from a customer-level engagement signal to the individual customer collaborators who may need assistance.

For example, if several blocked tasks belong to the same customer user, your team may want to review those tasks together before reaching out. The pattern may point to a shared dependency, unclear instructions, missing information, or another issue that is easier to resolve in one conversation.

Task activity tells you what customers are doing. CSAT data adds another perspective: how customers describe their experience.

Use both signals together rather than treating either one as a complete measure of customer health.

Question it answers: How has customer satisfaction changed over the last 30 days?

CSAT Trend (30 Days) calculates the average CSAT score for each day using responses submitted during the last 30 days.

Results are grouped by the response date.

Use the trend to identify changes in customer sentiment rather than relying on a single response.

A downward movement can be a useful reason to investigate recent customer experiences, but the trend itself does not establish the cause. Review task activity and individual feedback for additional context.

Question it answers: What feedback are customers providing about their experience?

CSAT Comments provides the individual CSAT responses used for more detailed feedback review, including:

The widget also calculates the average CSAT score across the included responses.

Use it to add qualitative context to the satisfaction scores.

For example, if the CSAT trend declines, review recent comments to determine whether customers are repeatedly mentioning the same point of friction. You can then compare that feedback with customer task activity before deciding whether an onboarding or delivery process needs attention.

The Customer Engagement report uses the same task drilldown table as the Task Management standard report.

Use the drilldown to investigate the individual tasks behind the customer-engagement metrics.

Every column in the drilldown table can be sorted and filtered, allowing you to narrow the results to the projects, tasks, owners, dates, statuses, or other attributes relevant to your investigation.

The columns appear in the following order:

Important: Status Explanation is not available to customer or partner users. Queries that attempt to select, filter, or sort using this field are not permitted for those users.

The dashboard tells you where an engagement pattern exists. The drilldown helps you determine which individual tasks are contributing to it.

For example, you can:

For example, if Customer Users with the Most Stuck Tasks identifies a customer collaborator with several blocked tasks, use the drilldown to review those tasks together, check their projects and due dates, and understand the available status context before reaching out.

The drilldown provides context for investigation. Review the underlying task and project before deciding why a customer-engagement pattern occurred or what action your team should take.

The Customer Engagement report is most useful when you treat the widgets as different levels of the same investigation.

Start with volume. Review Active Customer Tasks to understand how much customer work remains.

Look for friction. Check Stuck Customer Tasks, Unassigned Customer Tasks, and Overdue Customer Tasks for signals that customer work may need attention.

Look ahead. Review Customer Tasks Due This Week so you can identify customer commitments approaching their deadlines.

Understand participation. Use Avg Customer Invited to Projects to understand how many customer team members typically participate in the projects included in your current report view.

Understand the pattern. Use the status views to determine whether issues are concentrated around particular customers or task statuses.

Identify who may need help. Review Customer Users with the Most Stuck Tasks when blocked work appears concentrated around particular customer collaborators.

Add the customer perspective. Compare operational signals with CSAT Trend (30 Days) and CSAT Comments.

Investigate the underlying work. Use the task drilldown to identify the specific tasks, owners, statuses, and dates contributing to the signals you found.

The report tells you where additional investigation may be useful. Review the underlying project and customer context before deciding why a pattern occurred or what action your team should take.

These are suggested reporting practices rather than product requirements.

For the metrics documented here, a customer task is a task where responsibility is set to Customer.

For the Customer Engagement task metrics documented here, active-project calculations exclude projects that are Pending, Cancelled, or Done.

No.

Completed Customer Tasks includes customer-responsibility tasks marked Done or Not Applicable, as long as they belong to projects that are not Pending, Cancelled, or Done.

Total Customer Tasks counts every task with Customer responsibility without applying additional task-status or project-status filters.

Active Customer Tasks is narrower. It excludes tasks that are Done or Not Applicable and tasks from projects that are Pending, Cancelled, or Done.

Not necessarily.

The metric tells you that a customer-responsibility task currently has a Stuck status. Review the drilldown and underlying task before deciding why it is blocked.

It shows the average number of customer team members invited to the projects included in the current report view.

Without additional filters, it reflects the average across all projects. When filters narrow the report, the metric recalculates using the projects included by those filters.

Use it as context for customer participation rather than as a standalone measure of engagement or project health.

The metric includes customer-responsibility tasks in active projects when the task's due date falls within the current work week.

Use task activity to understand what is happening in the onboarding work and CSAT to understand how customers are responding to their experience.

When both show signs of friction—for example, increasing blocked work alongside declining CSAT—you have additional context for deciding where proactive follow-up may be valuable.

Yes. The Customer Engagement report uses the same task drilldown as the Task Management report.

Use its sortable and filterable fields to investigate specific tasks, projects, assignees, statuses, due dates, overdue work, ownership gaps, and available status explanations.

Yes. Use the Customer filter to focus the report on a specific customer or account, then combine it with other filters when you need a narrower view.