Call Analytics provide with data related specifically to all inbound and outbound calls from Outreach. Regardless of whether or not you use Outreach Voice, all logged calls will be included in these metrics and can give you insight into what's working and where you can make adjustments.
Below we go over the call analytics charts, so you can better understand the information that's being surfaced by Outreach.
Answered & Unanswered Calls by Call Disposition
These charts break down the call activity further by showing the disposition associated with calls that were answered vs. unanswered. These graphs can be viewed by day, week, or month.
Best Time to Call by Connection Rate
This chart is a heat map, where the darker purple indicates a higher connection rate. The top of the chart lists the hour each day of the week that experience the most call connections. The bottom 1% of data is not included in the best time to call suggestions because there is not enough activity to make the suggestion. Time zone is taken into consideration. If someone on the East Coast calls a prospect at 9am and connected, for example, if the user is located in Seattle we would surface the call at 6am as a suggested time to call.
Call Activity by Call Disposition
The graph shows the total number of calls placed by Outreach users, and breaks down these calls by whether they were inbound or outbound, as well as the associated call disposition selected when the call was logged. The chart can be viewed by day, week, or month.
The calling activity shows the number of calls and duration of time spent dialing by team, user, or role during the specified time period. Data also includes the average duration of connected calls. The overview stats display a list of the total average talk time and bucket the call lengths for every call (0-5 minutes, 5-15 minutes, 15-30 minutes, and over 30 minutes), displaying the top 20 records.
Calls Made vs. Quality Calls
This chart represents the number of calls made over a period of time vs those that were meaningful conversations. Quality calls are defined as calls that connected which lasted more than 30 seconds.
Outbound Call Activity by Time of Day
This chart is a heat map, where the darker purple indicates a higher number of calls by owners. The top of the chart lists the hour each day when most calls are placed.
Call by Connection Time
You can filter calls by: under 30 seconds; 30 seconds - 2 minutes; 2-5 minutes; 5-10 minutes; and over 10 minutes. Since longer calls indicate your team is having meaningful conversations and connecting with prospects, it’s key that you’re able to differentiate between your four minute calls and your 15 minute calls at a glance. You can see this in aggregate or by individual user. Here’s how it looks:
This chart shows a summary of calls attempted and calls completed by individual when looking at the call insights analytics page.
To find these charts, follow the steps outlined in this article.