Recommendation Analytics gives administrators and sales managers a clear picture of how Zia's recommendations are performing across products, representatives, and customer segments. Without analytics, a recommendation engine is a black box. With it, you can see which product suggestions are converting, which reps are making the most of them, and whether the overall recommendation programme is justifying its place in your sales process.
Navigate to Setup > Zia > Recommendation > Analytics to open the analytics dashboard. The data reflects recommendation activity across the models you have configured, updated on an ongoing basis as new interactions occur.
| Metric | What It Shows |
|---|---|
| Active Recommendations | Total volume of active recommendations, broken down between new suggestions and persistent ones, and segmented by recommendation type (First Time, Repeat, Relationship, Bundle, Sequence). |
| Success Rate | Percentage of recommendations that resulted in a deal being created for the suggested product. This is the primary metric for evaluating model effectiveness. |
| Performance Breakdown | Distinguishes between recommendations that progressed to a deal and those declined or dismissed — useful for identifying underperforming recommendation types or product categories. |
| Product Analysis | Bar graph showing which products or services are being recommended most and least frequently — helps identify whether the model is over-concentrating on a small number of products. |
| Trend Analysis | Plots recommendation activity and success rates over time, allowing you to identify whether performance is improving, declining, or stable as your dataset grows. |
| Employee Performance | Ranks the top ten representatives by recommendation conversion rate. A practical coaching tool for identifying who is effectively using recommendations and who may need support. |
| User Feedback Analytics | Aggregates feedback collected when representatives dismiss recommendations, broken down by positive or negative feedback, recommendation type, and product. Helps identify systematic patterns in why certain suggestions are not being acted upon. |
A recommendation is considered successful when the sales representative acts on it by creating a deal for the recommended product or service. The recommendation must have been surfaced on the customer record — it is not sufficient for a deal to be created independently. This ensures the analytics reflect genuine recommendation-driven activity rather than coincidental deal creation.
If success rates are low, it may indicate that recommendations are technically accurate but are not being surfaced at the right moment in the sales conversation — a workflow or training issue as much as a model issue.
If Product Analysis shows one product being recommended at high frequency but achieving low success rates, the model may be over-weighting that product relative to its actual conversion potential. User feedback data can confirm whether reps are dismissing those suggestions because they are genuinely irrelevant, or because they lack confidence in presenting them.
Where some reps consistently convert recommendations and others rarely do, the issue may be training and adoption rather than model quality — a distinction that changes the appropriate response significantly.
| Requirement | Detail |
|---|---|
| Zoho CRM Edition | Professional and above |
| Access Level | Administrator or Zia configuration permission holder |
| Navigation Path | Setup > Zia > Recommendation > Analytics |