Purpose
The purpose of this article is to provide information to Outreach users leveraging reporting. We are in the process of rebuilding our reporting to better support team performance management. This will streamline and improve the way metrics are accessed in order to find insights and drive improved outcomes.
Intended Audience
- Outreach users
Summary of Changes
We will be consolidating a portion of our existing reports, Activities, and More Reports, to be nested under Team Performance. The current Team Performance report will expand to include more metrics around core user activity in Outreach such as outbound calls, emails delivered, current overdue tasks, etc. As part of this effort, three additional dropdowns will be added to the Team performance report in order to support more in-depth metrics for the call, email, and task-related outcomes.
A few areas of reporting will be consolidated into these new areas. This will include:
- Activity>Team
- Activity>Call
- Activity>Email
-
Activity>Task
Benefits
We have focused on three main areas as part of this effort:
- Consistency - Team performance metrics all flow up through the same suite of reporting to ensure metrics are uniform and aligned to best practices. The look and feel of reporting remain the same as you navigate through the data.
- Availability - Enhanced performance with an improved set of infrastructure that scales more effectively for larger data sets.
- Accuracy - Improved metric documentation to ensure users understand how each measurement system functions and drives decision-making.
In addition to improvements in these three spaces, we have made a number of updates based on customer feedback and questions.
|
Improvement |
From |
To |
|---|---|---|
|
User attribution alignment |
Activity reporting aligns performance metrics to prospect ownership. |
Metric output aligned to the user that completed the activity. |
|
Historical Trending |
Historical trending is only available on select metrics |
Historical trending available across all team performance metrics |
|
Filter retention |
Filters reset when navigating Activity reports |
Ability to set a default filter view that is retained across Team Performance reports |
|
Locked Users |
All users active in activity/more reports views. |
Ability to hide locked users. |
|
Exports |
Exports being limited to select tables |
All table views export to CSV for offline analysis. |
|
Expanded time frames |
Activity>Team reports being limited to the last 31 days |
All Team Performance reports having 12+ months of data |
|
Team roll-up table view |
Team Performance tables rolling up all results by individual |
Ability to pivot Team Performance to provide output by Team or Users. |
|
Expanded user/team tables |
More Reports>Leaderboards and select Activity tables limited to 100 or 20 users respectively. |
Table views to provide all users based on current filter selections. |
|
Task State Filtering |
Metric focused on completed tasks |
Filtering for incomplete, complete or skipped task status |
|
LinkedIn Tasks |
Task reporting focused on email, call or other tasks |
Adding in LinkedIn task category for more granular tracking around LinkedIn activities |
Refresh Rates
The Team Performance, Sequence Performance and Sales Execution reports refresh every 24 hours at approximately 8-10 AM Pacific Standard Time. This allows for improved scalability and performance because we pre-calculate output on these reports.
The Daily Activity report includes data from the current 24 hour period starting at 12:00am for the user viewing the report. New activity may take up to 15 minutes to be reflected in this report.
Calls, Outbox, and Tasks counts are still available with real-time data via their corresponding list view pages. We are actively working to continue to grow here and solve for performance, scalability, and faster refresh rates on all metrics.
In the task, email and call pages saved views can be created for quick access to intraday counts through the navigation in the sidebar menu.
- Set up filters around targeted users or teams.
- Update states based on targeted populations to monitor (Calls completed, emails delivered, tasks completed).
- Update task completion, call completion, or email delivery dates to target today.
- Save the view for quick access.
Report Inventory
| Report | Description |
|---|---|
| Sales Execution Report | Sales stage focused metrics to understand prospect contact activities, engagement and meeting outcomes. |
| Team Performance Overview | Top priority metrics to gauge how users and teams are performing core activities (prospect added, completed tasks, calls outbound emails delivered, etc.).. |
| Team Performance Calls | Expanded call metrics to understand durations, dispositions, and inbound/outbound performance. |
| Team Performance Emails | Deeper dive into email metrics to evaluate performance and deliverability. |
| Team Performance Tasks | Understanding what tasks were due on a given date and their states (complete, incomplete and skipped). |
| Sequence Performance | Process focused reporting to understand which sequences usage and outcomes. |
New support articles are also available with expanded details on functionality and metric definitions.
Migration Report Mapping
| Legacy Report | Description |
|---|---|
| Activity>Team |
Metrics in this report moved to Team Performance Overview. Users may need to scroll to the right in order to access “Other Tasks” and “Overdue Tasks” metrics. |
| Activity > Team: Today |
Most metrics moved to the Daily Activity report. “Active Accounts Owned” and “Active Prospects Owned” were not migrated to the new reporting suite. We will introduce account-level rollups in early 2024. |
| Activity > Team: Outbound Calls |
Most metrics moved to Team Performance: Calls. “Attempted” is equivalent to “Total Calls” in the new report. “Connected” was deprecated because it included answered calls AND calls that went to voicemail based on Twilio data. New metrics rely on call dispositions instead. |
| Activity>Calls |
Note: Filter by “Call Direction” to see inbound vs. outbound calls. |
| Activity>Emails |
Note: Filter by “Email Origin” to see one-off, bulk and sequence email metrics. |
| Activity>Tasks |
Note: LinkedIn tasks are rolled up into a single metric. |
| More Reports>Delivery | Team Performance Emails |
| More Reports>Call Overview | Team Performance Calls |
| More Reports>Leaderboards |
Team Performance Emails - Rank teams, users and templates Sequence Performance - Rank sequences by email metrics |
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