Customer Insights Overview

Table of Contents

1. Overview

2. Why it matters
3. How it works
   1. COR Status Summary
   2. Contract Summary
   3. COR Days Aging Report
   4. T&M Tag Status Summary
   5. T&M Tag Labor Hours Summary
4. Step-by-step instruction
   1. Navigate to Customer Insights
   2. Apply filters
5. What each role can see
6. Tips and best practices
7. FAQs

Overview

The Customer Insights Overview is a project-level analytics dashboard that consolidates all Sent COR and T&M Tag data for a project into five summary sections. Instead of navigating between the COR Log and T&M Log to piece together a project health picture, this dashboard gives you everything at a glance — with real-time filters you can apply within each section.

What makes Customer Insights different from Contractor Insights?

Customer Insights shows your Sent data the CORs and T&M Tags you have sent to the owner for approval, reflecting the GC's outbound view. Contractor Insights shows Received data the change orders and T&M Tags you have received from your subcontractors. Both surfaces exist in Analytics and serve different purposes.

What you see depends on your role. Account Owners see data across all projects. Admins see data for their office's projects. Project Managers see data for their assigned projects only. Contractors and Field Users do not have access.

You can access the Customer Insights Overview from Analytics II Customer Insights in the Clearstory side panel.

Why it matters

Managing a project means tracking multiple moving pieces simultaneously which CORs are pending approval, how much is in review, whether any change orders have been aging too long, and how many labor hours have been logged. Without a consolidated view, this requires checking multiple logs separately.

The Customer Insights Overview aggregates all of it. Use it to answer: what is our current contract exposure? Which CORs have been sitting unresolved for 60+ days? How do our T&M labor hours look by status? You can get answers in seconds rather than navigating across logs.

How it works

The Overview Tab is made up of five reporting sections. Each section pulls from your project's COR, T&M, and contract data and updates automatically when you apply filters.

COR Status Summary

shows the number and total dollar value of CORs grouped by status In Review, Approved to Proceed, Approved CO Issued, Void, and Placeholder for the selected contract(s). A grand total row appears at the bottom.

Contract Summary

Shows how your Sent CORs are impacting the original contract value.

Shows how long your open Sent CORs have been unresolved, broken into aging buckets.

What counts as "open"? Only Sent CORs that do not yet have an Approved CO Issued Date or a Void Date are included. CORs that have been resolved (formally approved or voided) are excluded.

T&M Tag Status Summary

Shows the count of sent T&M Tags by status (Signed, Awaiting Signature, Revise & Resubmit, Rejected, and Open) for the selected contract(s). A grand total row appears at the bottom.

T&M Tag Labor Hours Summary

Shows total labor hours broken down by type; Straight Time, Overtime, and Double Time for each T&M Tag status.

Step-by-step instructions

Navigate to Customer Insights

1. Open Clearstory and go to the Analytics section in the side panel.

2. Select Customer Insights from the Analytics navigation.

3. The dashboard loads automatically showing all five sections for the selected project.

Apply filters

This dashboard is filterable only by the specific project you would like to view.

1. Locate the filter controls within the section you want to narrow.

2. Apply your selection. That section updates in real time. 

What each role can see 

Note: Customer Insights is available on Standard and Professional license plans. If you see a permission message, contact your admin about your plan or role.

Tips and best practices

Start with the Contract Summary to understand your financial position. The Pending Contract Value and In Review amounts tell you how much is still uncertain — useful at any point in a project to understand exposure before an owner meeting.

Use the COR Days Aging Report to prioritize follow-up. CORs in the 61-90 and 120+ day buckets are the highest-risk items and most likely to need escalation. A high average days aging in any bucket signals the owner relationship may need attention.

Compare the COR Status Summary to the Contract Summary. The COR Status Summary shows counts and amounts by status; the Contract Summary shows the cumulative financial impact of those statuses on the original contract value. Reading them together gives you the full picture.

Use the T&M Tag Status Summary to track submission compliance. A high count of Open or Awaiting Signature tags may indicate T&M Tags that haven't been properly submitted or signed off yet — worth following up on before they age.

Check T&M Labor Hours by status to confirm signed hours. Filtering the Labor Hours Summary to Signed status tells you exactly how many hours have been formally agreed to vs. still pending.

FAQs

What is the difference between Customer Insights and Contractor Insights?

Customer Insights shows your Sent CORs and T&M Tags — the data you have sent to the owner for approval. Contractor Insights shows Received CORs and T&M Tags — the data you have received from your subcontractors. They are companion views for the GC's two sides of project activity.

Why do I only see certain projects?

What you see is scoped to your role. Account Owners see all projects. Admins see projects within their assigned office. Project Managers see only the projects they are assigned to. If you're missing a project, contact your admin.

What does the COR Days Aging Report include?

Only open Sent CORs — those without an Approved CO Issued Date or a Void Date. CORs that have been formally approved or voided are resolved and excluded from the aging report.

What is Pending Contract Value?

Pending Contract Value is the sum of Approved CO Issued + Approved to Proceed + In Review + Placeholder amounts. It represents the upper bound of your total potential contract value if all open items are ultimately approved.

What is the difference between "Approved CO Issued Contract Value" and "Updated Contract Total"?

They are the same calculation: Original Contract Value + Approved CO Issued. Both represent the current confirmed contract total — the baseline plus all formally executed change orders.

Do filters in one section affect the rest of the dashboard?

No. Each section has its own independent filters. Applying a filter within the COR Status Summary only updates that section; the Contract Summary, Aging Report, and T&M sections remain unchanged.

Why are some T&M Tags showing under multiple statuses?

Each T&M Tag has a single status at any given time, so tags only appear in one status row. If the count seems unexpected, check whether some tags have been revised or resubmitted — their status may have changed since you last reviewed them.

Can I export the Customer Insights Overview?

Export options depend on your account plan. Check the export button within each section or contact your admin if export is not available.