Purpose
The purpose of this article is to provide information to Outreach users regarding Outreach Reporting Team Performance: Calls.
Intended Audience:
- Outreach Users
Notes:
- This article provides introductory information to Outreach users regarding the various features and settings available for Outreach Reporting - Team Performance: Calls. This is the deeper dive call metrics beyond what is presented in the Team Performance: Overview.
- Some settings and features require additional steps for configuration. For more information regarding some of these topics, refer to the Additional Resources section of this article.
- This article references job seniority and job title classifications through Outreach's Machine Learning technology. For more information regarding job title seniority, refer to the Outreach Insights Job Title Classification Overview article. This functionality is not available in all pricing tiers.
Team Performance: Calls
Use Case:
The Team Performance: Calls report provides the ability to look at call activities taken by users and teams and determine what is leading to positive outcomes. Team Performance: Calls report and its metrics are grouped into three categories:
- Calls overview - Call activities and durations
- Calls disposition - Details behind answered and unanswered calls based on user disposition selections.
- Calls heatmap - Details around when calls are being made and when calls are answered.
Accessing Team Performance Calls:
- Access the Outreach Platform.
- Click the Reports icon (bar graph) on the navigation sidebar.
- Click Team
- Click Calls
Note: Insights and Reporting provides users with access to many powerful reporting features. For more information regarding these insights and reports, refer to the applicable content in the Additional Resources section of this article.
Filter Definitions:
Outreach provides users the ability to filter reports to surface specific information. The Team Performance Calls reports can be filtered as described in the table below.
| Filter | Definition |
| Call Direction | Updates reporting based on the inbound and/or outbound directionality of the calls. |
| Team |
Displays content grouped by selected Teams. Note: For more information regarding Outreach Teams, refer to the Creating Teams and Applying Team Filters article. If a user was not a member of the team in a given time frame or if the user did not have matching activity given selected filters, they will not show in the report. |
| Users |
Displays content based on selected Users. Note: If the user did not have matching activity given selected filters, they will not show in the report. |
| Hide Locked Users |
Once toggled, it displays content based on active users. Note: Refer to Outreach Seat Management article for more information on locked/active users |
| Prospect Persona |
Displays content grouped by the Persona assigned to Prospects. Note: For more information regarding personas, refer to the How To Create a Persona article. |
| Prospect Seniority | Displays content based on Prospect Seniority classified for Prospects |
| Prospect Department | Displays content based on Prospect Department classified for Prospects |
| Date |
Displays content filtered by date:
|
| Heatmap Range |
The minimum or maximum number of calls made in a given hour and day, that is visible on the heatmap. Note: This allows users to adjust the visual to eliminate outlier call times for any given user, team or org. |
Metric Definitions:
Important Call Metric Details:
- All activity is rolled up to the user that completed the action. Team attribution is based on the team memberships at the time of the activity in order to understand historical manager performance as users move between teams.
- All calls are included, even if no prospect is logged on the call. This data set is cleaner than email and doesn’t require the prospect to be present on the record and helps support some calling activities where the prospect is unknown.
- Some call metrics are dependent on the call disposition mapping. For more details on call disposition mapping see the Managing Call Dispositions and Call Purposes support article.
Calls reporting displays metrics as described in the table below:
| Metric | Description |
| Total calls |
All attempted calls made and logged through Outreach. Note: Includes all calls logged through outreach and is not limited to logged calls connected to a known prospect. |
| Answer rate | Percentage of total calls with a call disposition mapped to an answered call type. |
| Total time spent | Total number time spent on calls made through outreach. |
| Average duration | Average amount of time spent on calls made through Outreach. |
| Answered calls |
All attempted calls made and logged through Outreach with disposition mapped to an answered call type. Note: For more details on call disposition mapping see the Managing Call Dispositions and Call Purposes support article. |
| Unanswered calls |
All attempted calls made and logged through Outreach with disposition mapped to an unanswered call type. Note: For more details on call disposition mapping see the Managing Call Dispositions and Call Purposes support article. |
| Not logged calls |
All attempted calls made and logged through Outreach with no disposition. Note: For more details on call disposition mapping see the Managing Call Dispositions and Call Purposes support article. |
| Call Dispositions |
Total calls made and logged through Outreach with a given disposition selection. Note: For more details on call disposition mapping see the Managing Call Dispositions and Call Purposes support article. |
Export:
Users can click Export to download a .CSV file of the reported content. This is available on any of the tables in the team performance reporting suite.
Call Heatmap
The Call Heatmap provides a visual around when calls are occurring (inbound and outbound) and when you are getting the highest/lowest answer rates based on logged call dispositions.
You can set a minimum and maximum range on the heatmap using the filter panel. This allows users to adjust the visual to eliminate outlier call times for any given user, team or org.
Note: This is localized to the user viewing the report. As a result the heatmap may look different to users in different time zones.
User and Team Pivot:
Every table in the call report has the ability to be grouped by users or teams. The CSV export will reflect the selection currently visible on the table.
Note: If a user is a member of multiple teams, their results will roll up to all the teams they belonged to at time of the activity.
Additional Resources:
Team Performance: Emails
Team Performance: Tasks
Creating Teams and Applying Team Filters
How To Create a Meeting Type in Outreach
How To Create a Persona in Outreach
Managing Call Dispositions and Call Purposes
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