The Outbound Activity+ dashboard allows you to track and optimise the performance of your outbound team, allowing them to then go on to create and convert more sales opportunities.
You will be able to track the following aspects of performance:
- The productivity or your reps: How many calls are they making? Are their calls long enough to be having meaningful conversations?
- The optimal time to call leads: Consult heatmaps showing which times and days of the weak have the best pick up rates, and compare this with your current outbound strategy to optimise your approach.
- The overall performance of your sales team: Where your reps did have a meaningful conversation with prospects, what was the outcome? Did they book a demo, or generate enough interest to book a follow-up call?
Availability of this dashboard
This dashboard is currently available to customers with the Analytics+ add-on. Only users with an Admin or Supervisor role will be able to view this dashboard.
Overview of this dashboard
On this dashboard you will find the following sections:
| Section | Description |
| Overview | Use these KPIs to assess your outbound activity at a glance. Answer questions like: How many calls have my users attempted? How many were successfully connected? How long are my users’ outbound calls? |
| Learn when to reach your customers | Use this section to identify the best times to call your customers, and track your progress over time. When are your users making the most calls? Does this reflect your schedule and priorities? How does this compare to when customers are most likely to pick up? |
| Learn the outcome of your users' calls | Tag your calls according to their outcome to assess how many of your connected calls were successful. For example, use tags like “Follow up call booked”, “Positive call”, “Discovery call”, etc and select these using the Tags filter. |
| Assess the performance of your users | Compare the outbound productivity of each user in a comprehensive table. How many calls have users made? How long do these calls last? |
Terms used in this dashboard
The main terms used in this dashboard are defined in the article Analytics: Terms.
Filters used in this dashboard
| Filter | Description |
| The following filters apply to all parts of the dashboard visible on the screen | |
Date |
The date range you wish the data in this dashboard to reflect. The dashboard will include calls or user events that begin within this date range in the selected timezone. |
Date Breakdown |
For timeline graphs: the breakdown of the timeline e.g. one point per hour, day, week, or month. |
Hours |
This narrows down the data to calls or user events that began during the selected hours (in the selected time zone). For more details on how to use this filter, please see Hours. |
Timezone |
The timezone in which the selected date and hours will take place. |
Users |
The specific users to which you wish the data to relate. |
Users belonging to team |
This filter displays all calls and events linked to users in the selected team at the time of the call or event. Please note that filtering by Users belonging to team removes all unanswered inbound calls for the reason that missed calls cannot be related to a single user if several users don’t pick up. Please refer to this article for more details. |
Numbers |
This filters the dashboard by calls received on the selected phone numbers (in the case of inbound calls) or calls made from this line (in the case of outbound calls). |
Tags |
This filter allows you to filter by one or several tags. If a call has one of the selected tags applied to it, data relating to this call will be included in the dashboard. Calls that do not have the selected tags applied will not be included in the data shown. Please note that, by default, calls with no tags or with any tags shown will be included in the data shown. Please note that this dashboard is most effective when you enter the list of tags your company uses to track the outcome of outbound calls. What these tags are is completely for you and your company to determine. For example, in a sales context, you may wish to use tags such as:
The tags selected will be reflected in the Learn the outcome of your users' calls charts to break down your calls by outcome. To ensure these charts display the most reliable and actionable statistics possible, please ensure that your users are consistently using your selected tags in the calls they make. |
| The following filters will apply to only certain sections, charts, and KPIs in this dashboard. | |
Min Connected Outbound In Call Time (Sec)
In other dashboards, it is also referred to Min Outbound In Call Time (sec). |
This filter only applies to metrics related to connected outbound calls. This will filter the data on connected outbound calls that last more than the defined number of seconds (i.e. where the user was connected to the recipient or its voice responder for more than X seconds). This filter can be used, for example, to focus on outbound calls that resulted in a meaningful conversation between the user and the recipient. Please note that the default value of this filter is 0, meaning that all connected outbound calls are included in the data shown in this dashboard. |
For more details on how to use these filters, please refer to Applying filters.
General Tips
| Tip | Description |
| Hide and show elements of a graph |
If you would like to remove a specific metric from a graph, click directly on the legend. Click on the legend again to make it reappear. |
| Sort data tables | Sort data tables by any column by clicking on the column heading. |
| Drill down |
On all metrics in this dashboard except percentages, you have the option of drilling down into the individual calls comprising the metric for further investigation. See the list of drill down fields here. |
| Export | Read how to export the data here. |
| Tooltips | Hover over the  icon to access quick guidelines from within the dashboard itself. |
| Limit the number of lines in a data table |
Data tables can’t display more than 5000 elements. Once you reach that limit, use filters to narrow down your search further. |
Overview
Use these KPIs to assess your outbound activity at a glance. Answer questions like:
- How many calls have my users attempted?
- How many were successfully connected?
- How long are my users’ outbound calls?
| Metric/Chart | Description | More details |
| All filters apply to the following metrics except Min Connected Outbound In Call Time (Sec) | ||
Outbound calls |
The total number of outbound calls, whether connected or not, for any duration. |
Type: Number of.. Calculation: See description Tip: This allows you to track the productivity of your teams based on calls made, regardless of call outcome. |
| All filters apply to the following metrics | ||
Outbound Calls Connected > x Sec |
The total number of connected outbound calls where the in call time is > x seconds. The desired number of seconds can be set using the filter Min Connected Outbound In Call Time (Sec). |
Type: Number of.. Calculation: See description Tip: This allows you to focus only on meaningful conversations. |
% Outbound Calls Connected > x Sec |
The percentage of connected outbound calls where the in call time is > x seconds, compared to the total number of outbound calls. The desired number of seconds can be set using the filter Min Connected Outbound In Call Time (Sec). |
Type: Percentage Calculation: % (Outbound Calls Connected > x Sec) / (Outbound calls) Tip: this allows you to assess what is the effort required to trigger a meaningful conversation (for example, if 30% of calls result in a meaningful conversation with a customer). |
Avg In Call Time |
The average time spent in a call with the customer or its voice responder. This applies only to connected outbound calls where the in call time is > x seconds. The desired number of seconds can be set using the filter Min Connected Outbound In Call Time (Sec). |
Type: Duration Calculation: in call time for connected outbound calls > x sec / number of connected outbound calls > x sec Tip: This allows you to assess how long meaningful conversations generally last to fine tune staffing and planning. |
Learn when to reach your customers
Use this section to identify the best times to call your customers, and track your progress over time. This section contains two heatmaps: Learn when you are making the most calls and Best time to call (% of connected calls > x sec).
1. Learn when you are making the most calls
This heatmap shows the total number of outbound calls per timeslot, per day of the week. You can monitor when you are making the most calls, and cross reference this with your schedule and priorities.
Note:
- Please refer to ‘Outbound calls’ in the Overview section of this article to understand how this metric is calculated.
2. Best time to call
This heatmap shows the percentage of calls connected above x seconds per timeslot, per day of the week. This helps you to identify which times and days of the week are best for successfully reaching prospects, so you can adjust your outbound strategy accordingly.
Note:
- Please refer to ‘% Outbound Calls Connected > x Sec’ in the Overview section of this article to understand how this metric is calculated.
3. Outbound calls over time
This chart enables you to track your progress over time in terms of the number and trend of meaningful outbound calls being made. Use this to identify any peak periods, or how your team’s performance changes over time.
Note:
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Please refer to ‘Outbound calls’ , ‘Outbound Calls Connected > x Sec’ and ‘% Outbound Calls Connected > x Sec’ in the Overview section of this article to understand how these metrics are calculated.
Learn the outcome of your users' calls
This table breaks down your call volume and duration depending on the call outcome. This allows you to track how many of your outbound calls are successful, and how long such calls typically need to last to produce that outcome.
The list of possible outcomes here is defined by you using the Tags filter. Each tag selected within the tags filter will be displayed here as an ‘outcome’, alongside the number and percentage of outbound connected calls (>x seconds) with this tag, and the average in call time and total in call time for calls with this tag (>x seconds).
This will allow you to assess how your calls are distributed between each outcome.
Notes:
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Only “meaningful” calls (i.e. those that were connected for more than X seconds) are taken into account in this chart.
If no specific tags are selected using the Tags filter: This table will display all tags, as well as a line called Untagged to include any calls where no tag has been applied.
If specific tags are selected using the Tags filter (as is intended for this table): you will have one line per chosen tag, and calls where no tag has been applied will not be taken into account.
If one call has several tags, this call will be taken into account for each of these tags. As a result, in such cases, the total number of calls in the Top KPIs sections may not match the sum of all calls for this chart.
Metrics included in this table:
| Metric/Chart | Description | More details |
| Connected calls > x sec |
Outbound calls connected for more than X seconds to which this specific tag has been applied. Please also see the notes above for specific cases.
|
Please refer to ‘Outbound calls Connected > x Sec’ in the Overview section of this article to know more about this metric |
| % Connected calls > x sec with this tag |
The percentage of ‘Connected calls > x sec with this tag’ compared the total number of connected calls > x seconds for this table. The sum of this column across the entire table should be 100%. |
Type: Duration Calculation: see description Tip: This allows you to assess the distribution of all call outcomes. For example, if your sales reps systematically use three outcome tags: ‘Success’ (10% of calls), ‘Pitched’ (30% of calls) and ‘Not Pitched’ (60% of calls), this table will indicate that your team was successful in 10% of calls. |
| Avg in call time |
The average in call time for all outbound calls connected for more than x seconds to which this specific tag has been applied. |
This is the total in call time for connected outbound calls > x sec with this tag / Number of outbound connected calls > x sec with this tag Please refer to Avg In Call Time in the Overview section of this article to know more about this metric. Tip: This allows admins to estimate the average time on a call required to successfully close a deal. For example, if you see that the average call duration for calls with the tag “Demo booked” is 15 minutes, you know that reps should be aiming to keep prospects on the phone for approximately this duration to successfully book a demo. |
| Total in call time |
The total time spent in call with a prospect or their voice responder for all outbound calls connected for more than x seconds, to which this specific tag has been applied. |
Type: Duration Calculation: In call time for outbound calls connected > x sec Tip: This allows admins to assess the total effort required for each outcome, that can then be used in ROI calculations. |
Examples:
Let us consider some examples to illustrate how this section works.
In this example, you have selected three tags in the Tags filter:
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VD-sales-success
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VD-sales-pitched
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VD-sales-no pitch
There have been 5 calls during the period
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Call 1 was tagged “VD-Sales-loan”.
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Call 2 and Call 3 were tagged “VD-Sales-loan” and “VD-sales-pitched”.
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Call 4 was tagged “VD-Sales-insurance” and “VD-sales-no pitch”.
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Call 5 was tagged “VD-Sales-loan” and “VD-sales-success”.
This information will display as follows:
Call 1 does not appear in this table, as it is not tagged with any of the tags selected in the Tags filter. The remaining four calls do appear in this table according to the tags applied.
However, the tags “VD-Sales-loan” and “VD-Sales-insurance” have not been included in this table, despite also having been applied to Call 4 and Call 5. This is because these two tags were not selected in the Tags filter.
Now, let’s imagine Call 5 was tagged “VD-sales-success” and “VD-sales-pitched” by mistake. In this case, this call would appear in both lines for “VD-sales-success” and “VD-sales-pitched”, and the sum of the column “Connected calls >x sec” would be 5 instead of 4 due to this call being counted twice.
The % would also change accordingly
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VD-sales-success : 1 out of 5 total → 20%
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VD-sales-pitched : 3 out of 5 total → 60%
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VD-sales-no pitch : 1 out of 5 total → 20%
In this example, you have not selected a tag using the Tags filter, which remains set to “any value”. In this case, the table will simply display the breakdown between all tags used.
If a call has several tags, this single call will be taken into account once per tag used.
Calls where no tag has been applied will be displayed as “untagged”.
The % column reflects the percentage compared to the percentage of calls for this tag compared to the total of the column “Connected calls > x sec”. Therefore, the total is 100% (in this case, 101% due to a rounding applied to each percentage).
Assess the performance of your users
This section allows you to compare the outbound productivity of each user.
1. Productivity
This table provides call volumes and durations for each user.
It allows to assess the productivity of users by comparing how many calls users have made and how long their calls lasted.
Note:
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This table reflects exclusively “meaningful” calls i.e. those that were connected for more than X seconds as defined in the Minimum connected in call time (sec) filter. The one exception is the metric Outbound calls which takes into account all outbound calls.
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To understand how all metrics are calculated, please refer to:
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the Learn the outcome of your users' calls section of this article for the metric ‘Total in call time’
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the Overview section of this article for all other metrics
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