License Utilization is calculated on a subscription level. In Gainsight, we roll up data from all subscriptions under an account and display it at the account level. Billable User Count comes from Operational Metrics for both SaaS and Self-Managed customers (Self-Managed data is limited to customers in version 14.0 or later). Subscription data is brought over from Zuora.
If you believe there is inaccurate data for an account, see how to report bad data below.
There are three main fields we use at the Instance and Namespace level (generally subscription-level, too) for License Utilization data:
Billable User Count/Licensed Usersrepresented as a percentage.
NOTE: these exist on the
Product Usage Metrics object. This will be represented per Instance or Namespace.
Gainsight then rolls up this data to the account level, and you can see the aggregated data for your accounts (see below).
On the Customer 360, you can view the following fields under the User Adoption Metrics section:
Please note that there may be situations where fields are blank or don't seem to include data from all subscriptions. This might occur because:
If the data looks good (no missing data), see how to report bad data below.
There is a health scorecard measure called License Usage within the Product Usage measure. This results in green/yellow/red based on the account's license usage health per Gainsight Scorecard Attributes and Calculations.
If you believe you found a data inaccuracy, here are several steps to confirm and then report. First, the integration works by passing data from the data warehouse to Salesforce to Gainsight. In Gainsight, the health scorecard is based on subscriptions where we know both the Billable Users and Total Licenses Sold; if we don't have either one then that subscription is excluded.
If you want to report bad data, please refer to this handbook page on Triaging Data Quality.