---
schema_version: "1"
id: 7af8d605affadd657593e3712bab1f46ece6d854bbf446279d6e8c8e9d2dcea4
title: Engagement Effectiveness Score (EES)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_metrics_ees.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics_ees.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1dcb1fb52c37ff4228b004595dc3a4cc20d530f9f15c948e26ae3395beea5b2a
description: Quantifies the depth and frequency of customer interactions with products, services, and channels. It measures interaction depth across touchpoints such as digital, human, and transactional to drive adoption, stickiness, and upsell by signaling the true level of customer commitment.
products:
  - Cross Cloud
release: "264"
---
# Engagement Effectiveness Score (EES)

Quantifies the depth and frequency of customer interactions with products, services, and channels. It measures interaction depth across touchpoints such as digital, human, and transactional to drive adoption, stickiness, and upsell by signaling the true level of customer commitment.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

## EES Use Cases

- To identify specific stages in the sales cycle where prospects are stalling or dropping off.
- To measure the fluidity of handoffs between marketing and sales.
- To pinpoint service inefficiencies that are negatively impacting renewal rates.

## EES KPIs

![EES KPIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_metric_ees.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d4040e88">KPIs</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d4040e91">KPI Purpose</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Engagement Effectiveness Score (ESS) by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Isolates engagement performance by department to reveal exactly which channels
                or teams are driving customer stickiness.</p>
              <p style="margin-bottom:0;">It allows leaders to see if engagement
                is robust in sales but lagging in service, enabling targeted strategies to boost
                participation across the customer journey.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Total Mobile Engagement Activities</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Tracks the volume of digital interactions across channels like SMS and WhatsApp
                to validate active customer participation.</p>
              <p style="margin-bottom:0;">High activity levels signal strong
                adoption and stickiness, confirming that customers are engaged and finding value
                in communication channels.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Ratio: Total Opportunities Won vs. Created</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Evaluates the quality of sales engagement by measuring how effectively new
                opportunities convert into closed-won deals.</p>
              <p style="margin-bottom:0;">A high ratio indicates strong
                product-market fit and effective sales cycles, while a low ratio highlights
                potential issues in qualification or closing ability.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Ratio: Total Quotes Closed vs. Created</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Tracks the velocity of the commercial process to determine if pricing
                discussions are successfully translating into finalized business.</p>
              <p style="margin-bottom:0;">It identifies
                friction points in the negotiation phase, making sure that customer interest isn’t
                being lost during the quoting stage.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Ratio: Total Cases Closed vs. Created</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Measures the service organization's capacity to resolve incoming issues at the
                rate they’re reported, serving as a key indicator of support health.</p>
              <p style="margin-bottom:0;">A balanced
                ratio makes sure that backlogs aren't growing, which protects customer trust and
                prevents dissatisfaction.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Ratio: Total Work Orders Closed Vs Created</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Assesses field service execution by comparing the rate of completed jobs
                against the volume of new requests.</p>
              <p style="margin-bottom:0;">It makes sure that operational delivery aligns
                with customer demand, preventing service delays that could erode
                engagement.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e88 ">Account Watchlist</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4040e91 ">
              <p>Pinpoints accounts with declining interaction frequency across digital and
                human channels.</p>
              <p style="margin-bottom:0;">It highlights customers who are becoming passive, indicating a
                risk to adoption and stickiness.</p>
            </td>

          </tr>
        </tbody>
      </table>