Please note:
- The Outbound+ Dashboard (available through the Analytics+ add-on) contains even more metrics and charts critical to running a top-performing outbound sales team, including interactive heatmaps and the ability to drill down into the individual calls making up each metric. Learn more here.
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The Outbound 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 performance of your sales team over time: How is the volume of your team's calls changing over time? Is your current approach resulting in more or less connected calls over time? Do you need to change your outbound strategy to increase your connected call rate?
Availability of this dashboard
The Outbound dashboard is available to customers on the Professional plan. 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? |
| Monitor trend over time | Use this section to identify how your team's success in calling prospects is progressing over time. Is your call volume increasing or decreasing over time? Are prospects answering, or do you need to adjust your approach? |
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 day, week, or month. |
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. |
| 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. |
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. |
| 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. |
Monitor trend 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.