The Customer Engagement report helps you understand whether customers are actively participating in their onboarding work and where customer-owned tasks may need follow-up.

For onboarding, Customer Success, and Professional Services teams, it helps answer a practical question:

Are our customers engaged, progressing, and satisfied?

Use the report to identify customer workload, ownership gaps, overdue or blocked work, upcoming customer commitments, participation across projects, and recent CSAT feedback.

Use Customer Engagement to understand:

This report is especially useful when you want to understand customer participation and customer-owned delivery risk, rather than overall task execution across both internal and external work.

Customer Engagement uses the standard GUIDEreports filters.

These include:

You can combine filters to narrow the report to the population you want to investigate.

For example:

Now the report helps answer:

What customer-owned work does Acme need to complete this month?

For complete filtering behavior, see Use GUIDEreports: Filters, drilldowns, sorting, and navigation.

Start with the summary metrics to understand how much work customers are responsible for and how that work is progressing.

Question it answers: How much work have we assigned to customers?

Total Customer Tasks counts tasks with Customer responsibility.

There is no additional built-in task-status or project-status restriction.

Use this as a broad measure of customer workload rather than a measure of what remains incomplete.

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

This metric focuses on customer-responsibility tasks that are not:

and belong to qualifying projects.

Use it to understand the amount of customer work that still needs to move forward.

Question it answers: How much customer-owned work has been completed or is no longer required?

Completed Customer Tasks includes customer-responsibility tasks marked:

Note: Because Not Applicable is included, this metric does not represent only work that customers actively completed. It includes work that was determined to no longer be required.

Question it answers: How much customer-owned work has been explicitly identified as blocked?

This metric focuses on customer-responsibility tasks currently marked Stuck.

Use it as an investigation signal.

A Stuck status tells you that the work is blocked. It does not tell you why.

Use the drilldown and underlying project context before deciding what follow-up is needed.

Question it answers: Which customer-owned tasks do not currently have an identified owner?

Unassigned Customer Tasks focuses on incomplete customer-responsibility tasks without an assignee.

Use this metric to identify a different kind of engagement risk.

A task can be perfectly clear and achievable but still fail to move forward if nobody on the customer team knows who owns it.

This is especially useful during:

An overdue task and an unassigned task require different conversations, so review ownership before treating every customer delay the same way.

A single count can tell you how much customer work exists.

Status charts help explain where that work currently sits.

Question it answers: Which customers have the greatest concentration of unfinished or blocked work?

This chart breaks customer-responsibility tasks down by:

Use it when the overall customer-task totals look healthy but you need to understand whether risk is concentrated in a smaller number of accounts.

For example, a workspace may have a low overall Stuck count while one customer has several Stuck tasks.

The portfolio-wide number can hide that concentration.

Question it answers: What does the customer need to complete during the current workweek?

This widget focuses on incomplete tasks with Customer responsibility whose due dates fall within the current workweek.

Use it to prepare for short-term customer conversations.

For example, a project manager can review the widget before a weekly customer call and focus the conversation on:

Note: This metric uses the current workweek, not the current month.

Overdue metrics help you separate the amount of overdue customer work from where that work is concentrated.

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

Use this metric as a high-level customer delivery-risk signal.

Then investigate further before deciding why the work is late.

Useful questions include:

Question it answers: Which overdue customer tasks already have an owner?

This metric narrows overdue customer work to tasks that already have an assignee.

That helps separate:

“Nobody owns this.”

from:

“Someone owns this, but it is still overdue.”

Those situations usually require different follow-up.

Question it answers: Where is overdue customer work concentrated?

This chart groups overdue customer-owned tasks by project and task status.

Use it when the total overdue count becomes large enough that reviewing tasks individually would be inefficient.

The summary card tells you:

How much overdue work exists?

The project chart tells you:

Where is it happening?

Question it answers: Which customer users currently have the greatest concentration of blocked work?

This widget identifies customer users with assigned tasks currently marked Stuck.

Use it as a starting point for targeted follow-up.

For example, if one customer user has several Stuck tasks across the same implementation, the project manager may want to review:

The widget identifies a pattern. It does not establish why the tasks became Stuck.

Question it answers: How many customer team members are typically invited to each GUIDEcx project?

This metric calculates the average number of customer team members invited across the projects included in the current reporting scope.

If you apply filters, the average reflects the filtered project population.

For example, you could compare customer participation for:

Use this metric to understand whether your implementation process generally engages one primary customer contact or a broader customer team.

Important: A higher average is not automatically better. Different implementation models may require different levels of customer participation.

Customer Engagement includes two CSAT views:

These complement the task-based engagement signals by showing what customers are telling you directly.

Question it answers: How has recent customer satisfaction changed?

CSAT Trend shows average CSAT rating score by response day during the last 30 days.

Use it to identify recent movement in customer sentiment.

A declining trend can be a reason to investigate customer experience alongside task progress.

For example, you might compare:

Do not assume one caused the other.

Use the combined signals to identify where a deeper conversation may be worthwhile.

Question it answers: What are customers actually saying?

CSAT Comments gives you the written feedback behind customer survey responses.

Use comments to add context to the score.

A numerical rating can tell you that a customer is satisfied or dissatisfied.

The comment can help you understand what they chose to tell you about their experience.

For deeper CSAT analysis, use the CSAT Standard report.

Customer Engagement uses the same task-oriented drilldown structure as Task Management.

Depending on the widget, the underlying records can include fields such as:

Every drilldown column header can be sorted A → Z or Z → A.

For definitions of individual fields, see the GUIDEreports drilldown field reference.

The following is an illustrative Professional Services scenario.

A delivery leader is preparing for a weekly customer health meeting.

The goal is:

Which customers need proactive follow-up before their outstanding work affects the project timeline?

They review:

These metrics identify the broad customer workload and immediate risk signals.

They review Customer Tasks Due This Week.

This identifies customer action items that need attention before the workweek ends.

They use:

Now they can tell whether the risk is spread across many customers or concentrated in a few accounts.

They compare overdue work with:

This distinguishes work that already has an owner from work that may be stalled because ownership is unclear.

They review:

Now the team has both operational and customer-feedback context.

Instead of saying:

“This customer has overdue tasks.”

they can have a more useful conversation:

“This customer has four overdue tasks, two are Stuck, one has no assignee, and their recent CSAT comment also suggests they need additional guidance.”

That gives the team a much stronger starting point for action.

These are suggested reporting practices rather than product requirements.

A customer with many active tasks may simply have a large implementation.

Look at status, due dates, overdue work, and ownership before deciding the customer is disengaged.

An overdue customer task with no assignee may represent an ownership problem rather than a customer-performance problem.

Use Unassigned Customer Tasks alongside overdue metrics.

Customer work that is due this week gives you an opportunity to follow up before it becomes overdue.

Use it for weekly customer calls and project-manager planning.

An active customer task is not necessarily a problem.

A Stuck task is a stronger signal that the work has been identified as blocked.

Prioritize investigation accordingly.

Portfolio-wide metrics can hide account-level risk.

Use customer and project breakdowns to see whether a small number of customers are driving the overall result.

A low score and overdue work occurring at the same time does not prove one caused the other.

Use both signals to decide where further investigation is useful.

Avg Customers Invited to Projects describes participation structure.

Use it to understand your onboarding motion, not as a universal engagement score.

A customer task is a task with Customer responsibility.

Total Customer Tasks counts customer-responsibility tasks broadly.

Active Customer Tasks narrows the population to qualifying tasks that are not Done or Not Applicable.

Use Total Customer Tasks for overall volume and Active Customer Tasks for outstanding customer work.

The completed metric includes customer tasks marked:

A Not Applicable task may represent work that was no longer required rather than work the customer actually performed.

It counts customer-responsibility tasks currently marked Stuck within the qualifying project population.

Stuck identifies blocked work. Review the underlying task to understand the reason.

No.

It looks for qualifying customer tasks due during the current workweek.

Overdue Customer Tasks identifies qualifying customer-owned work that is overdue.

Assigned Customer Tasks Overdue narrows that population to work that already has an assignee.

Use them together to distinguish overdue work with ownership from overdue work that may also have an ownership gap.

No.

Task volume alone does not determine engagement.

Consider:

before drawing conclusions.

Not necessarily.

The metric describes how many customer team members are typically participating in projects.

The appropriate number depends on your onboarding process and customer organization.

It shows average CSAT rating score by response day during the last 30 days.

Use it to understand recent movement in customer sentiment.

Customer Engagement uses CSAT Trend (30d) and CSAT Comments to provide satisfaction context alongside customer work.

For deeper CSAT analysis, use the dedicated CSAT Standard report.

If the widget supports a drilldown, hover over it.

When your cursor changes to a pointer hand, select the widget to open the underlying records.

For field definitions, see the GUIDEreports drilldown field reference.

Yes.

Use the Customer filter and combine it with task status, responsibility, dates, custom fields, or other available filters as needed.

See Use GUIDEreports: Filters, drilldowns, sorting, and navigation for more information.

Start by adjusting the filters on the Standard report.

If the available Standard report still does not answer your question, you can build a custom GUIDEreport using available customer-engagement widgets.