Core Insights: Portal Engagement

Core Insights: Portal Engagement

The Portal Engagement insight measures how actively your customers are using their OnRamp portal throughout the onboarding journey. Customer engagement in the portal is a direct leading indicator of onboarding success — customers who log in regularly and complete tasks consistently are far more likely to go live on time and realize value quickly.

This view helps you identify who's engaged, who's drifting, and where to step in before disengagement turns into delay.

What This View Shows

KPI Cards

At the top of the view, five headline metrics summarize portal activity across all projects in the current scope:

• Invites Sent — The total number of portal invitations sent to customers.
• Total Logins — The number of times customers have logged into their portals.
• Total Visits — The total number of portal sessions across all customers.
• Tasks Completed — The number of tasks customers have completed through their portal.
• Avg Visit Duration — The average length of a customer portal session, measured in hours — indicating how deeply customers are engaging when they do visit.

Engagement Trends Chart

A multi-line trend chart plots four engagement metrics over time, broken down by week:

• Invites Sent
• Logins
• Visits
• Customer Tasks Completed

Hover over any point on the chart to see the exact values for that week. Use this chart to understand whether engagement is trending up as onboarding accelerates, or whether there are dips that correlate with specific dates or events — like a period after an invite was sent but customers hadn't yet responded.

Project Engagement Table

Below the chart, a detailed table provides engagement data at the project level. Each row represents one project with the following columns:

• Project — The project name. Click to expand and see individual customer user rows, or to open the project detail panel.
• Account — The customer account.
• Owner — The internal team member managing the project.
• Status — Current project status.
• Invited — The number of customer users who have been invited to the portal for this project.
• Logged In — The number of invited users who have actually logged in at least once.
• Visits — The total number of portal visits for this project.
• Avg Visit — The average visit duration for this project's portal sessions.
• Last Visit — The date of the most recent portal visit — a key indicator of recency and ongoing engagement.
• Last Action — The most recent action taken by a customer in this project's portal.
• Tasks — The number of tasks completed by customers in this project.
• Assigned — The total number of tasks assigned to customers.
• Unassigned — The number of tasks not yet assigned to a customer user.

Expanding Project Rows

Click the expand arrow on any project row to see individual customer user engagement data nested beneath it — showing login activity, visit counts, and task completions per person. This is valuable for identifying when a project has multiple customer contacts but only one is actively engaging.

Summary Stats

At the bottom of the page, several aggregate metrics provide a high-level summary:

• Projects — Total number of projects in the current view.
• Invites Sent — Total portal invitations sent.
• Total Logins — Total login events across all projects.
• Unassigned Tasks — The total number of tasks not yet assigned to a customer user (may be shown in red if above a threshold, signaling action needed).
• Overdue Tasks — The number of customer-assigned tasks that have passed their due date (shown in red — these are your most urgent engagement gaps).

Filters

Use the filters at the top of the page to focus your engagement analysis:

• Date range — Set the window for engagement data.
• Playbook — Filter to projects running a specific playbook.
• Owner — View engagement for a specific team member's accounts.
• Account — Narrow to a specific customer.

How to Use This Insight

Identify Disengaged Customers Before They Go Dark

Sort the project table by Last Visit ascending to surface customers who haven't visited their portal recently. If a customer hasn't logged in for two weeks while their project is In Progress, that's a meaningful signal — a proactive outreach could be all it takes to re-engage them.

Track Invite-to-Login Conversion

Compare the Invited and Logged In columns. A high invite count with low logins suggests your invitation emails may need attention — check the subject line, timing, or whether customers are receiving them in their spam folders.

Spot Unassigned and Overdue Tasks

The Unassigned column shows tasks in a project that haven't been assigned to a customer yet. These can't be completed if no one owns them. The Overdue Tasks count at the bottom (shown in red) is your most urgent signal — those are tasks that are actively blocking progress right now.

Benchmark Engagement Across Your Portfolio

Sort by Avg Visit descending to see which projects are driving the deepest portal engagement. These are your most invested customers — and often your best case study candidates.

OnRamp AI Analysis

The OnRamp AI panel on the right side of the screen automatically analyzes your portal engagement data, surfacing which projects are at risk due to low engagement, where unassigned or overdue tasks are creating blockers, and what actions would most improve overall engagement rates.

Ask the AI follow-up questions like: "Which projects have the lowest portal engagement this month?" or "How many customers have never logged into their portal?"

Explore all Core Insights views in this knowledge base for a complete picture of your onboarding performance.

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