EIL Retention Tab User Guide
Where the data comes from
- Client counts come from the client roster, including each client’s status, start date, and end date.
- Recorded renewals and mentor transfers provide continuation and transfer information.
- Risk figures come from client health scores.
- The “Updated” label on a card shows how fresh the data is.
Choose a time period
| Option | What it shows |
|---|---|
| YTD | January 1 of this year through today. This is the default. |
| Last year | The full previous calendar year. |
| All time | Every client on record. |
| Custom | Your chosen start and end dates. Both dates are needed before the page updates. |
The buttons set the period for the cards, charts, and mentor table below them, except for the whole-client-base cards described in the next section.
The period filters clients by their start date. Clients without a start date do not appear when a date-filtered period is selected. If a client is missing, try All time.
Client tenure and continuation
These two cards look at the whole client base, regardless of the selected period.
- Avg. client tenure: the average number of months clients have been with us. The note underneath shows clients with a start date (tracked) and those without one (untracked).
- Continuation status: shows confirmed renewals and clients approaching the end of their program.
| Continuation measure | Meaning |
|---|---|
| Continuation confirmed | Clients who have renewed. |
| In continuation window (60 days) | Clients whose program ends within the next 60 days and who have not confirmed yet. |
Use the continuation-window count as your to-do list for renewal conversations.
What the company-wide summary shows
- Mentors tracked: how many mentors have clients on the roster.
- Total clients: all clients across those mentors.
- Churn rate: the share of clients lost, calculated as 100% minus the retention rate. The label reads “On track” when retention meets the target and “Above target” when it does not.
- Retention rate (12-month rolling): the percentage of clients retained over the last 12 months, with a progress bar toward the target.
- Cohort composition: a donut chart splitting clients into New, Renew, Drop, Hold, and Dropped when that group is present.
Risk and transfers
This section appears when health scores are available.
| Card | Meaning |
|---|---|
| Portfolio risk score | A score out of 100. Higher means more risk: below 33 is low risk, 33–65 is medium risk, and 66 or more is high risk. |
| Clients flagged high-risk | Active clients whose health score is below the alert threshold, out of all active clients. |
| Transfers | Clients moved between mentors, showing transfers in (green) and out (amber). |
The line underneath shows the total number of transfer events logged across all mentors.
What the mentor table shows
| Column | Meaning |
|---|---|
| Mentor | Name and email address. |
| Clients | Number of clients. |
| New / Renew / Drop / Hold | Number of clients in each status. |
| Dropped (YTD) | Clients who left this year. |
| Book retention | The share of that mentor’s clients who stayed. |
| Churn | The share who left. |
| Transfers | Clients moved in and out. |
Search, sort, and change pages
- Search: type a mentor’s name in the search box.
- Sort: click the Mentor, Clients, or Book retention heading. Click again to reverse the order.
- Pages: use Back, Next, or the page numbers below the table.
- Rows per page: change how many mentors appear at once.
View details for one mentor
- Find the mentor in the table.
- Open the menu at the end of their row and choose the option to view details.
- The mentor page opens with the period you selected.
The mentor page shows:
- Retention and Clients cards for that mentor.
- Retention progress: a bar showing how close they are to the target.
- Cohort composition: the same donut chart, for their clients only.
- Client list: each client’s name, company, level, status, start and end dates, reason if recorded, and continuation status.
Select Back to Retention at the top to return.
Search and filter the client list
- Search: enter a client’s name or company.
- Status filter: use the Status column heading to show only New, Renewed, Hold, or Dropped clients.
- Continuation filter: use the Continuation column heading to show only one group.
- Sort: click Name, Start, or End. Click again to reverse the order.
What continuation statuses mean
| Status | Meaning |
|---|---|
| Active | Still in their program. |
| Continued | Renewed or confirmed to continue. |
| Transferred | Moved to another mentor. |
| Left | Their program ended and they did not continue. |
| Dropped | Marked as dropped. |
FAQ'S
Why do mentor numbers differ from the company total?
The company total counts every client. A mentor’s page counts only their own clients who started in the selected period.
Why is the risk section missing?
Health scores are not available right now, so there is nothing to score. Check back later or contact the team.
Why can’t I see this tab?
The company-wide Retention view is available to admin-level roles. Other users see only their own clients’ summary. Ask an admin to check your access.
Why is a client missing from the list?
Clients without a start date are excluded when a date-filtered period is selected. Try All time.