Pemaquid Analytics / BG-Demo – Training
Callcompleted
Pemaquid Analytics · 29 May 2026 14:30
Hamza Akhtar trained Priscilla Bowen and Tyrell Haynes on 29 May 2026 on search, chat, pages and dashboards. The session went well and a first dashboard was built. Usage data is still not connected.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar trained Priscilla Bowen and Tyrell Haynes on 29 May 2026 on search, chat, pages and dashboards. The session went well and a first dashboard was built. Usage data is still not connected.
What happened: Hamza Akhtar ran a training session on 29 May 2026 with Priscilla Bowen and Tyrell Haynes. They used search, chat, pages and the dashboards builder on real distributor records.
Customer view: Tyrell called the session genuinely useful, and Priscilla said building the dashboard was far less painful than she expected. Priscilla, as admin, plans to make the renewal prep page the agreed team template.
Commercial: Usage data is not yet connected, so comparisons rest on tickets, CRM notes and calls. The customer says it has forty seats to fill, so the next group of users is the adoption opportunity.
Watch: Priscilla's request for usage access with their engineering team was still open and she planned to chase on Monday. The evidence does not show whether access was granted.
Themes
As at Fri 9 Oct 2026Theme
Brain onboarding training
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priscilla Bowen to chase engineering for usage connector access on Monday.
- Priscilla to share the renewal prep page as the team template and pass the dashboard to Caitlin.
- Hamza Akhtar and the CSM Hollie to arrange a further short session when more of the team are in.
Risks
As at Fri 9 Oct 2026- The product usage connector is not connected, so usage comparisons cannot be answered yet.
- Users may read nightly-refresh data as wrong when it is simply not caught up.
Opportunities
As at Fri 9 Oct 2026- The customer has forty seats still to fill, so a further training group would deepen adoption.
- The dashboards builder is in use and Caitlin is expected to ask for more dashboards.
Transcript
Hamza AkhtarAfternoon both. Can you see my screen okay?
Priscilla BowenHi Hamza. Yes, I can see the brain home page. Tyrell, are you on?
Tyrell HaynesI'm here, sorry, just finishing a note from a distributor call. Hi Hamza. Hi Priscilla.- Hamza AkhtarNo rush. How's the week been, Friday treating you well?
- Tyrell HaynesBusy, honestly. Three of my accounts all want something before the end of the day, so it's a good time to learn how to get answers quicker.
- Hamza AkhtarGood, that's the right frame of mind for it. So the plan for this hour is simple. I'll show you the main bits: search, chat, pages, and then the dashboards builder. But I want you both to drive. Tyrell, you pick a real distributor and we'll use that.
- Tyrell HaynesOkay. Let me think. There's one I'm preparing a renewal conversation for. I'd rather not say the name out loud on the recording, but I'll type it in.
- Hamza AkhtarThat's fine, type it into the search bar at the top. Don't worry about being clever. Just the name.
- Tyrell HaynesRight, typing. Okay, something's coming up. It's a list. Records from the CRM and, yes, some tickets.
- Hamza AkhtarLovely. So search is the quick way in: it finds the account across everything that's connected. If you click the account page, it pulls those together. Have a look at the tickets section and tell me what you notice.
- Tyrell HaynesHang on, loading. Okay. There's the ticket history, newest at the top. And, oh, that's neat, it's got the CRM notes beside it. I usually have to open both in different tabs and squint.
- Priscilla BowenIs that live, or is it from the nightly refresh?
- Hamza AkhtarIt's the nightly refresh, finished early every business morning. So what you're looking at is as of this morning, not this minute. For renewals that's generally fine, but worth remembering if a customer rang you an hour ago.
- Priscilla BowenOkay. I'll make sure people know that. Otherwise someone will say it's wrong when it's just not caught up.
- Hamza AkhtarExactly, and that's a good thing for you to flag as admin. Now, chat. Tyrell, click the chat panel on the right and ask it a plain question about that distributor. Something you'd ask a colleague.
- Tyrell HaynesOkay. Let me think what I'd actually want. Something like: what have they raised with us recently and are they happy? Is that too vague?
- Hamza AkhtarNot at all, try it. It's better to start loose and tighten up from the answer than to agonise over wording.
- Tyrell HaynesSending. It's thinking. Okay, here we go. It's given me a summary, and it's listing the tickets it used. Hang on, I want to read this.
- Tyrell HaynesRight. So it's saying they raised a couple of how-to questions and one around a report export, and the tone in the call notes is, quote, cautiously positive. That matches what I thought, actually. I wasn't sure it would.
- Hamza AkhtarGood. Look at where it says sources underneath. Click one. That takes you to the original record, so you can check it said what the summary claims. I'd always encourage that, particularly for anything you'd put in front of a customer.
- Priscilla BowenThat's reassuring. Caitlin's going to ask how we know it's not making things up.
- Hamza AkhtarThen that's your answer. Every statement points back to a record. If it can't point to one, treat it with suspicion and tell us.
- Tyrell HaynesCan I ask it to compare two distributors? Like which one's using our product less than the other?
- Hamza AkhtarYou can ask, and it will do its best with what's connected. The caveat is that the answer is only as good as the sources behind it. Usage data comes through the product usage connector, so that depends on what's switched on. Priscilla, where are we with that one?
- Priscilla BowenUsage isn't connected yet. I've got the request in with our engineering team, they said it's a matter of getting someone to grant access. I'll chase on Monday.
- Hamza AkhtarGood, thank you. Then for now the comparison would be on tickets and CRM and calls. Try it anyway, just so you see how it handles a gap.
- Tyrell HaynesOkay. Typing it in. And, yeah, it's saying it doesn't have usage data for them, so it can't say. That's honest, at least.
- Hamza AkhtarIt is, and I'd much prefer that to a confident guess. Right, pages. This is the part that people sometimes skip, but I think for you it's the most useful. A page is a saved view you can come back to and share. Tyrell, can you click new page?
- Tyrell HaynesClicking. It's asking me for a title and a question. So I give it a title like renewal prep, and the question is what goes in?
- Hamza AkhtarWhatever you'd normally gather before a renewal call. Say it as a request: open tickets, last contact, who the main user is, anything the CRM says about the contract. It'll build it and you can edit.
- Tyrell HaynesOkay. Writing that. Hang on, give me a moment, I'm typing it properly.
- Tyrell HaynesDone. Submitting. And it's built something. It's got headings. That's honestly better than my template.
- Priscilla BowenCan I save that as a template for the others? If every manager makes their own, it's going to be a mess.
- Hamza AkhtarYou can. Share it from the menu at the top and set it so the team can copy it. And this is where being the admin helps, because you can decide what the standard version looks like, and people adapt from there.
- Priscilla BowenGood. I'll do that after this, so we've got one agreed version before Caitlin starts asking for changes.
- Tyrell HaynesHa. She will.
- Hamza AkhtarShe's got a dashboard in mind, from what she said at kickoff. So let's look at that last. Priscilla, you drive this time. Open the dashboards builder from the left menu.
- Priscilla BowenOkay, I see it. It says no dashboards yet. Create new. And it wants a data source.
- Hamza AkhtarRight, so you pick from what's connected. For now that's the CRM and the helpdesk. Choose the helpdesk tickets and then add a chart. Start with tickets by distributor, it's the simplest.
- Priscilla BowenChoosing. Chart type, I'll go for a bar. And group by account. Okay, it's drawn something. A lot of small bars, though. Can I filter it?
- Hamza AkhtarYes, there's a filter box on the right. Try limiting it to open tickets. And you could sort by the largest first, so the ones that need attention are at the top.
- Priscilla BowenDone. Much better. Okay, that I can show Caitlin and she'll understand it straight away.
- Tyrell HaynesCan we add the renewal date next to it? That's the bit I'd actually use. Open tickets next to when the renewal is.
- Hamza AkhtarYou can, as a second chart or as a table underneath. The renewal date comes from the CRM, so add that as a source and join on the account. Priscilla, I'll talk you through the join, it's two clicks.
- Priscilla BowenGo on, I'm following. Account, then CRM, then the renewal field. Yes. And, oh, there it is. Table with both.
- Hamza AkhtarThat's your first dashboard, and you built it. Save it and give it a name your team will recognise.
- Priscilla BowenCalling it distributor watch. Saved. Thanks, Hamza. That was far less painful than I expected.
- Hamza AkhtarGood. Before we stop, you mentioned a ticket. I saw one come through and it's been picked up by our support team. If it's a how-to I can cover it here, otherwise it stays with them.
- Tyrell HaynesThat was mine. I couldn't find where the sharing setting was. You've just shown me, so I'll close it off myself.
- Hamza AkhtarPerfect, thanks. So where we land: usage connector still to come, Priscilla chasing on Monday. The renewal prep page becomes the team template. The dashboard goes to Caitlin for a look. And when more of your team are in, ask Hollie, your CSM, and we can run another short session for them.
- Priscilla BowenThat's all fine. We've got forty seats to fill, so it'll be useful to have you for the next group.
- Tyrell HaynesThanks, Hamza. This was genuinely useful. Have a good weekend.
- Hamza AkhtarYou too, both. Cheers, speak soon.
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