Engage Attendance Tracking

Browser
CRM Desktop (Windows)
iPad

Engage provides the admins ability to track and report on meeting length and attendees of a meeting

The following information about an Engage meeting is captured and added to Veeva CRM:

Meeting start time
Meeting end time
Join and leave times for each participant
Network Type
User – Populates only for CRM User Attendees

Remote_Meeting_Attendee_vod records created prior to the 21R1.0 release will not have the User_vod field populated.
Device – Populates only for the Remote_Meeting_Attendee_vod record representing the host
Account – Populates only if Enhanced Engage Attendance Tracking is enabled
Attendee IP Address – Populates only if Enhanced Engage Attendance Tracking is enabled

Considerations for Attendance Tracking

The majority of HCP attendee information is retrieved from Zoom, however there are some instances where attendance tracking cannot retrieve every attendance record:

Approximately 1% of Engage meeting attendance data is not captured due to the increase of Zoom meetings
If a Call and an Engage meeting are used for multiple meetings where attendees are added multiple times, Engage does not always retrieve the attendance data
If an attendee leaves and rejoins a meeting, or joins a meeting from two devices, the attendee may have multiple attendance records

Additionally, if a participant is placed within the virtual waiting room and then admitted into the session, the system tracks both instances of the join and leave times as two attendance records.

Enabling Attendance Tracking

To enable attendance report tracking:

Enable the Process Scheduler utility.

Grant admins the following permissions:

Object	OLS	Record Types	Fields	FLS
Remote_Meeting_Attendee_vod	CRUD	Call_vod	Network_Type_vod	Read
Remote_Meeting_Attendee_vod	CRUD	Call_vod	All Other Fields	Edit
Remote_Meeting_vod	CRU	Call_vod	Attendance_Report_Process_Status_vod Latest_Meeting_Start_Datetime_vod	Edit

Grant administrators access to the Engage_Meeting_Process_Admin_vod Visualforce page.
Grant administrators access to the Engage Meeting Process Administration tab so they can enter CRM and Vault credentials.

Only one Vault connection can be added and maintained at a time.

Grant integration users the following permissions:

Object	OLS	Record Types	Fields	FLS
Account_Merge_History_vod	R	n/a	All Fields	Read
Call2_vod	R	n/a	Status_vod Parent_Call_vod Account_vod Cobrowse_URL_Participant_vod Veeva_Remote_Meeting_Id_vod Remote_Meeting_vod	Read
Remote_Meeting_Attendee_vod	CRUD	Call_vod	Network_Type_vod	Edit
Remote_Meeting_vod	CRU	Call_vod	Meeting_ID_vod	Read
Remote_Meeting_vod	CRU	Call_vod	Attendance_Report_Process_Status_vod Latest_Meeting_Start_Datetime_vod	Edit

Grant integration users access to the View All Data Administrative Permission.

Grant meeting hosts the following permissions:

Object	OLS	Record Types	Fields	FLS
Remote_Meeting_Attendee_vod	CRU	n/a	n/a	n/a
Remote_Meeting_vod	n/a	n/a	Attendance_Report_Process_Status_vod Latest_Meeting_Start_Datetime_vod	Edit

Place the Network_Type_vod field on the appropriate Remote_Meeting_Attendee_vod object page layouts.
Grant administrators access to all picklist values on the Attendance_Report_Process_Status_vod field on the Remote_Meeting_vod object.
Set None as the default picklist value for the Attendance_Report_Process_Status_vod field on the Remote_Meeting_vod object for the Call_vod record type.

Using the Attendance Tracking Process

The process is named Engage Reporting Processes in the Process Scheduler. This process can be scheduled at certain intervals or can be performed immediately by selecting the Run button. Admins can configure email alerts if an error occurs during the process.

Using the Engage Process Administration Tab

Administrators can use the Engage Meeting Process Administration Tab to review past attendance reports as well as manage the integration user credentials used by the process.

Administrators can use the Attendance Report Process History section to review the following information from the 10 most recent reports:

Start and Stop Timestamp
Status
Success – Number of records successfully processed. The displayed value serves as a download link for the run’s Success Log.
Error – Number of records that encountered an error during processing. The displayed value serves as a download link for the run’s Error log.
Message – States successes and failures that occurred during the run

Attendance Information

The process contains attendance information of submitted Remote_Meeting_vod records meeting the following criteria:

Attendance_Report_Process_Status_vod is Meeting Occurred or Retry
Latest_Meeting_Start_Datetime_vod is populated

It may take up to 24 hours after the meeting ends for attendance information to be available for loading into CRM. If the attendance information is not yet available, it will be retried on the next process run.

The attendance information then loads into Remote_Meeting_Attendee_vod records.

Engage Post-Processing

Engage admins can view more detailed information about attendees of an Engage meeting, as well as information about a meeting’s execution, including whether a scheduled meeting was started, whether any attendees joined the meeting, and whether a given attendee of an Engage meeting was a host or an external attendee.

For example, Sarah schedules an Engage meeting and submits the associated call. Due to a scheduling conflict, Sarah never starts the Engage meeting. The meeting is still processed by Engage Reporting Processes. The created Remote_Meeting_vod record indicates that the Engage meeting was successfully processed and that Sarah never started the meeting.

In another example, Sarah Jones invites Dr. Clinton Ackerman to an Engage meeting. Sarah begins the meeting, but Dr. Ackerman never joins. When the meeting is processed, the created Remote_Meeting_vod record indicates that Sarah Jones started the meeting and no attendees joined.

Configuring Enhanced Post-Processing for Integration Users

To configure this feature for integration users, grant the following permissions:

Object	OLS	Record Types	Fields	FLS
Remote_Meeting_vod	n/a	n/a	Meeting_Outcome_Status_vod	Edit
Remote_Meeting_Attendee_vod	n/a	n/a	Attendee_Type_vod	Edit

Configuring Enhanced Post-Processing for Business Admins

To configure this feature for Business Admins or any other user who should view the post-processing information:

Grant the following permissions:

Object	OLS	Record Types	Fields	FLS
Remote_Meeting_vod	n/a	n/a	Meeting_Outcome_Status_vod	Read
Remote_Meeting_Attendee_vod	n/a	n/a	Attendee_Type_vod	Read

Navigate to the appropriate Remote_Meeting_vod object page layout.
Add the Meeting_Outcome_Status_vod field to the page layout.
Select Save.
Clear the cache.

Viewing Post-Processing Information

When the Engage Reporting Processes run, Engage meetings are processed. The Processing Status picklist on the Remote_Meeting_vod object indicates the status of the process using the following values:

Retry_vod – Displays if no attendee information was detected for an Engage meeting
Success_vod – Displays if attendee information was detected or if the Engage meeting was never started.
An empty value indicates no attempts have been made to process the Remote_Meeting_vod record or if an error occurs during processing attendee

Additional Meeting Outcome Statuses are available if Enhanced Engage Attendance Tracking is enabled.

The Meeting Outcome Status displays one of the following values for successfully processed Engage meetings:

Meeting Not Started – The Engage meeting on the corresponding Call2_vod record was never started
Meeting Started Without Attendees – The Engage meeting was started and no attendees joined
Meeting Started with Attendees – The Engage meeting was started and attendees joined

The Attendee Type column of the Remote Meeting Attendees related list displays whether an attendee was the host of the meeting or was an external attendee.