Purpose:
The purpose of this article is to provide information to Outreach Users regarding call activity insights.
Intended Audience:
- Outreach Users
Contents:
This article discusses the following:
- Outreach Insights Call Activity Report (Legacy) Overview
- Filters
- Reports
- Export
- Additional Resources
Notes:
- The bottom 1% of data is not included in graphs where the amount of data is not enough to make a suggestion.
- Time zones are accounted for, defaulting to the Outreach User’s timezone. If someone on the East Coast emails a prospect at 9am and the prospect replies, the user located on the West Coast would surface the reply at 6am.
Outreach Insights Call Activity Report (Legacy) Overview:
Call Activity Insights provide data related specifically to all inbound and outbound calls from Outreach. Regardless of whether or not Outreach Voice is configured for the Org, all logged calls are included in these metrics and provide actionable insights.
Filters:
Users can sort and filter how the metrics are displayed by clicking and selecting an applicable filter from the Filters dropdown menu, and specifying a date range.
Content can be filtered as described in the table below.
| Filter | Description |
|---|---|
| Prospect Owner | Displays content by the selected Owner. Note: For more information regarding ownership, refer to the How To Assign Ownership to Records article. |
| Persona | Displays content by the selected persona. Note: For more information regarding personas, refer to the How To Create a Persona article. |
| Tag | Displays content by the selected tag. Note: For more information regarding tags, refer to the How To Add Tags to Records article. |
| Accounts | Displays content by the selected account. Note: For more information regarding accounts, refer to the Accounts Overview article. |
| Custom Field | Displays content by the selected custom field. Note: For more information regarding custom fields, refer to the Custom Fields article. |
| Date | Displays content by the selected date range:
|
Reports:
Call Activity Insights provides Users with the following data:
- Call Activity by Call Disposition
- Answered Calls by Call Disposition
- Unanswered Calls by Call Disposition
- Outbound Call Activity by Time of Day
- Calling Activity
- Best Time of Day to Call by Connection Rate
- Outbound Calls by Duration
Call Activity by Call Disposition:
The Call Activity by Call Disposition graph displays the total number of calls placed by Outreach Users and groups the calls based on destination (inbound or outbound) as well as the associated call disposition selected when logged as applicable.
The metrics above the bar graph are clickable and provide Users the opportunity to navigate to the related calls for deeper analysis.
Click to deselect a metric within the graph to view filtered data.
Note: Hovering over the metrics changes the display from percentage to general numbers.
Answered Calls by Call Disposition:
The Answered Calls by Call Disposition graph displays metrics for answered calls based on the call disposition type used when logging the call.
Note: Hovering over the metrics changes the display from percentages to general numbers.
The metrics above the bar graph are clickable and provide Users the opportunity to navigate to the related calls for deeper analysis.
Click to deselect a metric within the graph to view filtered data.
Unanswered Calls by Call Disposition:
The Unanswered Calls by Call Disposition graph displays metrics for unanswered calls based on the call disposition type used when logging the call.
Note: Hovering over the metrics changes the display from percentages to general numbers.
The metrics above the bar graph are clickable and provide Users the opportunity to navigate to the related calls for deeper analysis.
Click to deselect a metric within the graph to view filtered data.
Outbound Call Activity by Time of Day:
The Outbound Call Activity by Time of Day graph is a heatmap illustrating outbound call volume by day and time.
The darker shaded areas indicate a higher number of calls by owners.
Best Time of Day to Call by Connection Rate:
The Best Time of Day to Call by Connection Rate graph is a heatmap of completed connection rates.
The top of the graph displays an hour each day of the week that experienced the most completed call connections and the darker shaded areas indicate a higher connection rate.
Calling Activity:
The calling activity insight displays the number of calls and duration of time spent dialing, grouped by Team, User, or Role during the specified time period.
Each column displays metrics by grouping as described in the table below.
| Metric | Description |
|---|---|
| Attempts | Displays the number of total outbound calls made by a Team, User, or Role within the user-specified timeframe |
| Completed | Displays the number of calls completed by a Team, User, or Role within a user specified timeframe. |
| Average | Displays the average time a Team, User, or Role spent on a call within a user-specified timeframe. |
Outbound Calls by Duration:
The Outbound Calls by Duration graph provides Users insight to the average length of completed outbound calls.
The graph is filterable by the following time intervals:
- 30 seconds
- 30 seconds - 2 minutes
- 2 - 5 minutes
- 5 - 10 minutes
- 10 + minutes
Export:
Export is not supported for this report.
Additional Resources:
Outreach University - Outreach Reports
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