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Sales Manager Workflows for Rep Coaching and 1:1's

Kelly Hansen
Updated

Overview

As a sales manager, one of your primary focuses is coaching reps, and with Outreach, you have access to the metrics, actionable insights, and reports needed to achieve this goal. To help you get started, we’ve rounded up the key workflows every sales manager needs when preparing for 1:1's, including monitoring pipeline health, spotting coverage gaps, and improving seller productivity.

Check out our opportunity management, pipeline generation, and forecasting guides for managers and sellers for more workflows.

For a detailed look at the various reports, Outreach offers to sales managers for use when coaching reps, check out our Reporting 101 and Reporting 201 Office Hours.

Table of contents

Use the links below to jump to a relevant section

Workflows

Workflows for KPI reviews

Use these workflows to review KPIs in the Team Performance report to ensure your team is hitting their goals and set up for success for the current sales period.

Make sure reps are hitting their meeting targets with the Team Performance report

  1. Navigate to the Reports tab in Outreach and select Team Performance.
  2. Select the time period you are interested in, This Month or Last Week, for example.
  3. Review the graph and metrics at the top of the page for a high-level overview of the selected team's or user's performance. You will see the following metrics and should compare them to your organization-wide goals:
    • Cumulative meetings booked: Total number of calendar invites sent, regardless of if they were accepted, broken down into Current totals and End of Month Forecast, which is the total number of projected meetings that will be booked by the end of the time period selected in step two. This forecast is calculated by Outreach machine learning and based on the team’s current trend and rep activities.
    • Prospects added: Total number of prospects added into a sequence
    • Prospects contacted: Total number of unique prospects contacted outbound or inbound via email, call, meeting, or task
    • Meeting conversion rate: Percentage of unique prospects contacted who were invited to a meeting
    • Contacts per prospect: Average number of inbound or outbound emails, meetings, calls, or tasks across all contacted prospects.
    • Emails delivered: Total number of emails delivered to prospects
    • Outbound calls: Total number of attempted outbound calls made and logged through Outreach.
    • LinkedIn tasks completed: Total number of LinkedIn tasks completed
    • Other tasks completed: Total number of other tasks completed
  4. Scroll down the page past the graph to the Users section. This view lets you quickly review meetings and activity metrics to see if reps are hitting their goals. Use the following metrics to see:
    • Cumulative meetings booked: If reps are hitting their meetings target
    • Prospects contacted: If reps are hitting their prospects' contacted goal
    • Meeting conversion rate: How reps are performing against org goals

Use email sentiment to help reps improve their outreach

  1. Navigate to the Reports tab in Outreach and select Team Performance.
  2. Select the time period you are interested in, This Month or Last Week for example.
  3. Use step four of the meetings target workflow above to flag reps needing additional support. 
  4. To drill in deeper, you can review email sentiment insights. To do so, scroll to the top of the Team Performance page and select the Email Sentiment button. This view allows you to look more deeply at the emails reps send with high-level metrics such as total replies, positive sentiment percentage, objection percentage, unsubscribe percentage, referral percentage, and more. You’ll want to focus on the Objections column.
  5. Click the percentage in the Objections column associated with reps who aren’t hitting their meetings goals or are experiencing a high objection percentage and review:
    • Type of objection: See how prospects are objecting to emails sent, broken down by objection type
    • Email messages: Read through responses to identify potential coaching opportunities
  6. Once you’ve reviewed email sentiment and identified coaching opportunities, schedule a time with your rep 1:1 to go over feedback. You can use these workflows to help get you started. 
  7. You may also want to use the information uncovered in this report to help draft supplementary content to support your team. For example, if you notice a high percentage of Financial objections, you may want to create an email template your team can leverage to help overcome this specific objection.

Workflows for Content Performance

Use these workflows to evaluate if the content your team is expected to use within Outreach is performing well.

Identifying content that is performing well using the Team Performance and Sequence Performance report

  1. Navigate to the Reports tab in Outreach and select Team Performance.
  2. Adjust the time period to This Month or Last Week, whatever is most important to your review.
  3. Scroll down to the Users section of the Team Performance report and identify reps who are performing well and booking meetings by looking for reps who hit their goals for the following metrics:
    • Cumulative meetings booked: Reps who meet their meetings booked goals are likely using content that leads to meetings
    • Meeting conversion rate: A high conversion rate signals reps are using content that leads to meetings
  4. With these rep's names in mind, navigate to the Sequence Performance report in the Reports tab.
  5. Find the Filters drop-down at the top right of the Sequence performance page header. Click to open the filters tab and find reps identified in step three in the Users section.
  6. Adjust the date range beside the Filters button as needed.
  7. Scroll down the page to the What Sequences Drive Better Outcomes section and begin reviewing the sequences these reps are using. Metrics to review would be:
    • Meetings booked: Identify what type of meetings are being booked broken out by meeting type.
    • Prospects added: Review which prospects are being added to sequence broken out by seniority.
    • Email open rate: Identify which types of prospects are opening emails broken out by seniority.
    • Email reply rate: See how prospects respond to emails sent by sentiment.

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Using email sentiment in the Sequence Performance report to evaluate top-performing content by rep

  1. After identifying content that is performing well using steps 1-3 in the workflow above, navigate to the Reports tab in Outreach and select Sequence Performance.
  2. Find the Filters drop-down at the top of the Sequence performance page header. Click to open the filters tab and find the reps identified in step three in the Users section.
  3. Adjust the date range beside the Filters button as needed.
  4. Below the Sequence performance page header, you will see a Meetings and Email Sentiment button. Select the email sentiment button to begin reviewing the sequences used by these reps sorted by email sentiment.
  5. Scroll down to the bottom section of the report and sort the sequences by Positive sentiment by clicking on the “Positive” column header. This will show which sequences are generating the highest percentage of positive responses. Click on the percentage to see a breakdown of the types of positive replies (e.g., Willing to meet, need information, etc.)
  6. While reviewing sequences, things you should be looking for are:
    • Which sequences are working well for my top-performing reps that I should share with the rest of my team? 
    • How are reps phrasing their emails to solicit positive replies?
    • What resources, tools, or pitches are they using to get a response or a meeting?
    • Are there things we can take and learn from this sequence and apply to other sequences or in training?

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Using email sentiment in the Sequence Performance report to surface underperforming content

  1. Navigate to the Reports tab in Outreach and select Sequence Performance.
  2. Find the Filters drop-down at the top of the Sequence performance page header. Click to open the filters tab and select your team from the Teams section.
  3. Adjust the date range beside the Filters button as needed.
  4. Begin reviewing the sequences your team is using by selecting the Email Sentiment button below the sequence performance page header.
  5. Scroll down to the bottom section of the report and sort the sequences by the following columns:
    • Objections: See which sequences are receiving the highest percentage of objections
    • Unsubscribe: See which sequences are receiving the highest percentage of opt-out requests
  1. Drill down into the specific objection or unsubscribe percentages for specific sequences to understand what types of responses you’re getting and what reps are saying to elicit the response. While reviewing sequences, things you should be looking for are:
    • What are the objections we are getting from this sequence? 
    • Review the emails to see how reps are phrasing emails and if there are areas for improvement
    • See how personalized the sequence is. If a rep customizes the sequence, there may be a coaching opportunity around changing the phrasing or the overall approach.
  2. Take note of any potential coaching opportunities you see and use the following strategies to transform underperforming sequences into content that converts:
    • Analyze objection replies to pinpoint common points or concerns that a prospect has. Understanding these objections allows your team to tailor their communication and offerings to address specific customer needs. Adjust calls to actions or phrases that result in objections.
    • Establish a center of excellence and content committee to provide a centralized strategy to ensure a consistent customer experience
    • Review Blueprint templates in Outreach to see an array of sequence structures, curated by Outreach experts
    • Sign up to attend our Ultimate guide to Outreach sequences Office Hours, where you can build your sequence strategy with real-time guidance from Outreach experts and problem-solve live with our team of content creators
    • Have reps review their XDR or AE-specific workflows on content performance 
    • Review our content best practices article for tips on subject lines, strong CTAs, sequences, and more!

Using the Sequence Performance report to see if your team is leveraging recommended sequences

  1. Navigate to the Reports tab in Outreach and select Sequence Performance.
  2. Find the Filters drop-down at the top of the Sequence performance page header. Click to open the filters tab and select your team from the Teams section.
  3. Adjust the date range beside the Filters button as needed.
  4. Begin reviewing the sequences your team is using by selecting the Email Sentiment button below the sequence performance page header.
  5. Scroll down below the graph to see which sequences your teams are using and if they are leveraging recommended sequences. While reviewing, you should be looking for:
    • If there is an upcoming event, are reps adding folks to the corresponding sequence?
    • What types of sequences are being used most often? Outbound, account-based sequences? Inbound sequences?
    • Which sequences have positive email sentiment, booked meetings, and open rates, and which do not.
  6. Drill down into sequences to understand what types of responses you’re getting and what we’re saying to elicit the response by reviewing data in the following columns:
    • Positive: See how prospects are responding with positive sentiment to emails sent broken out by positive (e.g., Willing to meet, need information, etc.)
    • Objections: See how prospects are objecting to emails sent broken out by type of objection
    • Unsubscribe: Identify the prospects that are responding poorly and requesting to be unsubscribed, broken out by type
  7. During your review, read some of the emails included in the breakdowns mentioned in step six. Things you could look for are:
    • How are reps phrasing their emails?
    • Do we need to change the wording of this sequence to be more effective?
    • What resources, tools, or pitches are reps using, or not using, to get a response or a meeting?
    • Are there things we can take and learn from this sequence and apply to other sequences or in training?
  8. Take note of any potential coaching opportunities you see and use the following strategies to help get at-risk deals back on track:
    • Strategies for adjusting sequences
      • Analyze objection replies to pinpoint common points or concerns that a prospect has. Understanding these objections allows your team to tailor their communication and offerings to address specific customer needs. Adjust calls to actions or phrases that result in objections.
      • Establish a center of excellence and content committee to provide a centralized strategy to ensure a consistent customer experience
      • Review Blueprint templates in Outreach to see an array of sequence structures, curated by Outreach experts
      • Sign up to attend our Ultimate guide to Outreach sequences Office Hours, where you can build your sequence strategy with real-time guidance from Outreach experts and problem-solve live with our team of content creators
      • Have reps review their XDR or AE-specific workflows on content performance 
      • Review our content best practices article for tips on subject lines, strong CTAs, sequences, and more!
    • Strategies for promoting content that is driving meetings and positive sentiment
      • Analyze positive replies to pinpoint what leads a prospect to respond, such as a value proposition, messaging tactic, or question. Understanding positive sentiment allows your team to tailor their communication and offerings to address specific customer needs. Apply what you've found to existing content through updates or socialization.
    • Strategies for checking in with teams that aren’t leveraging the correct sequences
      • Monitor the percentage of accounts not contacted to help the sales team identify potential missed opportunities
      • Remind teams of content available to them and where to find it (e.g., collections) as well as when to use it

Workflows for Pipeline Management

Use these workflows for a general understanding of how sales reps on your team are managing their pipeline.

Use pipeline summary to review opportunities in a rep’s pipeline and help get deals back on track

  1. Navigate to the Pipeline rollup at the top of the Pipeline Summary page.
  2. Your default visibility is automatically set to review your entire team. To drill down into particular reps, find the drop down located above the Pipeline metric and search for the rep you’re looking for to review.
  3. Review the pipeline metrics to see:
    • Won: Deals won so far this sales period
    • To quota: The amount left to hit quota for this sales period
    • Active: The total remaining active pipeline
    • End of cycle: How many days left in this current sales period
  4. Review the opportunities making up the rep’s current pipeline by hovering over the stacked bar graph. You will see a pop-up with a View Opportunities button. Click View Opportunities and review the following metrics:
    • Health: Review the associated deal health scores, to get an understanding of what deals may be at risk
    • Close date: Current close date
    • Value: The total value of the deal
    • Forecast category: Where rep or manager assessed this deal fell within forecast category list associated in your CRM
    • Stage: What stage the deal is in based on the filter you selected in step two
  5. Review your rep’s pipeline for the following:
    • Health: Is this deal likely to be won?
    • Forecast category: Based on current close date and the end of cycle date, can this deal be closed in time for rep to hit quota this sales period?
    • To quota: Does the rep have enough deals in the pipeline to hit quota this sales period? Is there a way to generate additional opportunities?
  6. Take note of any risk you may see and use the following coaching strategies to help get at-risk deals back on track:
    • Strategies to improve deal health: Act on deal health insights to help reps get back on track
    • Strategies to generate additional opportunities: Review rep workflows to eliminate non-selling tasks that are taking away from their ability to sell, ensure reps are using scalable and personalized interactions, use AI-powered recommendations, and scale best practices
    • Strategies to close a deal faster: Make sure reps use success plans or spot-check existing plans to improve close rates by 13%.

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Use the quota attainment metric in pipeline summary to check-in on sales reps pacing

  1. Navigate to the Pipeline summary page in Outreach.
  2. Your default visibility is automatically set to review your entire team. To drill down into particular reps, find your title located directly above the Pipeline metric and click the drop down icon. Select the rep you’re looking for to review their pipeline.
  3. Find the Quota attainment metric in the upper right hand corner of the page.
  4. Use this metric to assess how your sales rep is pacing towards their quota. Review the following metrics to see:
    • Of current quota: How much of this sales period’s closed won revenue is contributing to rep’s overall quota, broken down as a percentage
    • Of annual quota: How much of the rep’s fiscal year closed won revenue is contributing to rep’s overall quota, broken down as a percentage

See how reps are managing their pipeline compared to others on your team with strengths and weaknesses

  1. Navigate to the Pipeline summary page in Outreach.
  2. Your default visibility is automatically set to review your entire team. To drill down into particular reps, find your title located directly above the Pipeline metric and click the drop down icon. Select the rep you’re looking for to review their pipeline.
  3. Scroll down the page and find the section titled Strengths and Weaknesses.
  4. Use this metric to compare how a specific rep is managing their pipeline compared to others on their team. A rep will either have a “strength” if they’re outperforming their team's average or “weakness” if they’re underperforming against their team's average. You can see strengths and weaknesses for the following metrics:
    • Activities per stage: How many activities is a rep completing per sales stage. This is a strength when a rep interacts with their deals and accounts more frequently then the rest of the team.
    • Won opportunities: How many opportunities a rep has won. This is a strength when a rep has more won opportunities on average than the rest of the team.
    • Average price: The average deal price for a given rep. This is a strength when a rep’s average deal price is higher than the rest of the team. 
    • Sales cycle: How long it takes for a rep to close a deal on average. This is a strength when a rep has shorter deal cycles on average compared to the rest of the team.
  5. For reps with strengths, use the following strategies to drill down and to see why they’re outperforming and surface takeaways the rest of the team can use too:
    • Strategies for activities per stage: Review what extra activities reps are completing and apply their method across the team. For example, are they using an additional sequence? Taking time to call more customers in a certain buying stage? Leveraging certain insights or features in Outreach consistently?
    • Strategies for won opportunities: Review a rep’s most recent closed won opportunities to see how they managed their deal. Things to look over would be Success Plans, email sentiment, and overall activities.
    • Strategies for average price: It’s worth noting that this may be the result of a segment the rep is selling to (e.g. an enterprise customer versus small business) or the type of product the rep is selling. However, if you dig deeper and see that a rep has a unique upselling strategy or is better at selling a suite of products, apply those learnings across your team.
    • Strategies for sales cycle: For reps with weaknesses, use signals to identify the root cause. Use these signals to help coach reps succeed using other strategies and workflows in this article to guide you.

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Use the historical coverage metric to verify that reps have the coverage they need for the next sales period

  1. Navigate to the Pipeline summary page in Outreach.
  2. Your default visibility is automatically set to review your entire team. To drill down into particular reps, find your title located directly above the Pipeline metric and click the drop-down icon. Select the rep you’re looking for to review their pipeline.
  3. Scroll down the page and find the section titled Historical Coverage. 
  4. Locate the Average Coverage Needed metric to see how much coverage a rep will need at the beginning of the next sales period, based on their last four sales periods with quota. Use this number to evaluate if reps have enough pipeline coverage or if they need to begin focusing on pipeline-building measures. 
  5. Have reps who don’t have enough pipeline coverage use these workflows to get them back on track.

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Drill down into rep’s pipeline management with the pipeline movement report

  1. Navigate to the Reports tab in Outreach and select the Pipeline Movement report.
  2. Use the following filters to fit your needs:
    • Time period: Adjust to a certain time period (e.g. last week)

TIP: Adjust the time period to review previous sales periods (e.g. last quarter) to see how deals progressed, identify trends, and pick up on certain reps consistently having deals slip or deals that stay idle. 

  • Close date: Adjust for a specific sales period
  • Type: Adjust for a specific sales stage
  • Rollup: Select a specific rep to see their pipeline movement report
  1. Once filters are set, Outreach will generate a report displayed on the page. This report shows historical data associated with last week’s pipeline deals. 
  2. Use the stacked bar graph to review the number of deals your rep has in their pipeline at the time period you selected and broken down by sales stage. You will see the following metrics and information:
    • Date: The first day in the time period you selected during filtering
    • Negotiating: Number of deals in the negotiation stage and their total value
    • Proposal: Number of deals in the proposal stage and their total value
    • Working: Number of deals in the working stage and their total value
  3. To see how much revenue has moved throughout this stage in the past week, navigate to the section below the graph. You will see the following metrics and information:
    • Date: The last day in the time period you selected during filtering
    • Won: Deals marked closed-won in this stage
    • Lost: Deals marked closed-lost in this stage
    • Moved: Deals moved to a later period
    • Slipped: Deals moved to a later sales period
    • Idle: Deals that didn’t make any progress in this time period
    • Below each of these metrics, you will see a percentage. This percentage represents how much this stage accounts for the overall pipeline.
    • Below each of these metrics, you will also see a View Opportunities button with a number in parenthesis. The number represents the total number of deals that were in this category. 
  4. To assess risk and get deals back on track, drill down into opportunities in the Moved and Slipped stages. You will see the following metrics and information:
    • Name: The name of the deal, which should include the opportunities company name
    • Health: Review the associated deal health scores, to get an understanding of what deals may be at risk
    • Close date: Current close date
    • Value: The total value of the deal
    • Forecast category: Current forecast category
    • Stage: What stage the deal is in based on the filter you selected in step two

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Workflows for Spot Checking Success Plans

Use these workflows to verify reps are using Success Plans on qualified deals and that deals with Success Plans are on track to close.

Quickly verify reps are using Success Plans on qualified deals with opportunity saved views

  1. Establish deal criteria for your team to use when identifying the deals they should create Success Plans for. This could be a combination of minimum deal value, deal stage, segment, etc. Whatever works best for your team’s success, establish the criteria as a best practice for your entire team.
  2. With this in mind, navigate to Records > Opportunities in Outreach. 
  3. Set up saved views with custom columns in the Outreach Deal Grid to quickly identify opportunities that meet your established criteria that are missing a plan. Filters we recommend that you use when setting up your saved view are: 
    • Amount: The deal amount. Use this filter to surface deals that meet or exceed the amount threshold for when a deal requires a Success Plan. (E.g., Amount greater than or equal to 50,000)
    • Stage: The sales stage associated with the opportunity. Use this to filter out deals that aren’t ready for a Success Plan yet or have already closed. (E.g., Stage is not Closed Won, Closed Lost)
    • Owner team: The team the owner of the opportunity is on. Use this to filter by Your Team.
    • Close date: The current date a deal is expected to close by. Use this filter to focus on your most important deals.
    • Plan: Whether an opportunity has a Success Plan. Use this to surface deals that don’t have a Success Plan associated with their opportunity. It’s recommended to set this to: “Plan is empty”

TIP: Don’t forget to save this view for future reference as “Opportunities missing a Success Plan”

  1. Use this saved view to quickly review which opportunities should have a Success Plan associated with them, but don’t. 
  2. Identify the rep who owns the opportunity in the Owner column.
  3. Connect with reps who haven’t created a Success Plan and ask them to do so. They can use these workflows to help them get started.

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Gain insight into at-risk opportunities by reviewing Success Plans to help deals get back on track

  1. Navigate to Records > Opportunities in Outreach.
  2. Set up saved views with custom columns in the Outreach Deal Grid to quickly identify opportunities with a Success Plan that is falling behind. Filters we recommend that you use when setting up your saved view are: 
    • Amount: The deal amount. Use this filter to surface deals that meet or exceed the amount threshold you’ve established for your team when a deal requires a Success Plan. (E.g., Amount greater than or equal to 50,000)
    • Stage: The sales stage associated with the opportunity. Use this to filter out deals that aren’t ready for a Success Plan yet or have already closed. (E.g., Stage is not Closed Won, Closed Lost)
    • Owner team: The team the owner of the opportunity is on. Use this to filter by Your Team.
    • Close date: The current date a deal is expected to close by. Use this filter to focus on your most important deals.
    • Plan: Use this to surface deals that have a Success Plan with a Plan status of “Slipping” or “Delayed”

TIP: Don’t forget to save this view for future reference as “Plans Off Track”

  1. Navigate to the Sort in the upper right-hand corner and select Amount. This will sort deals in your current view by largest to smallest amount so you can focus on your largest deals.
  2. From here, drill down into opportunities with low health scores by hovering over the red or yellow circle in the Health column to see their Deal Health Card. Here you can see insights on:
    • Health status: Based on the deal health score, classified into three categories:
      • On track: Deals are relatively healthy
      • Needs review: Deals with a moderate amount of risk
      • At-risk: Deals that are relatively unhealthy compared to deals at a similar stage
    • Health trend: The trend indicator in the upper right of the Deal Health card shows which direction the score has moved and by how much the health score has changed in the last 7 days.
    • What’s going well: Every deal is evaluated against many positive factors using machine learning. This is an overview of some of the positive factors identified for this deal.
    • Where to focus: Every deal is evaluated against many negative factors using machine learning. This is an overview of some of the negative factors identified for this deal.
    • Suggested actions: Based on Deal Heath factors identified as impacting the deal negatively, Outreach will suggest actions to take within the Outreach ecosystem to de-risk the deal.
  3. Spot-check the Success Plans of at-risk deals by clicking their Success Plan link in the Plan column. Review the following sections for information on:
    • Timeline: Review the Success Plan timeline for any overdue tasks.
    • Teams: Review the Teams section to see who has accepted meeting invitations and gauge how engaged prospects are.
  4. Use findings from the Deal Health score and Success Plans to help reps get back on track. Strategies you can use are:
    • Implement suggested actions from Deal Health score
    • Review factors from the Where to Focus portion of the Deal Health Card. Identify actions reps can take to improve these factors.
    • Share any overdue tasks associated with the Success Plan, set a goal for when they should be completed, and check back in for updates from your rep.
    • Have reps review workflows from our opportunity management and pipeline management workflows for a guide on task execution, Success Plans, monitoring deal health, and more.

Workflows for Call Coaching

Use these workflows to review how reps are conducting their calls and coaching reps who may be experiencing higher objection rates, longer talk times, and more.

Set up saved search alerts to stay informed of reps progress in calls and identify coaching opportunities

  1. Use findings from other Outreach features such as email sentiment, strengths and weaknesses, deal health, and more to identify common struggles or areas of improvement for your team. For example, you may know that your team struggles with converting opportunities in a particular sales stage. Or, create a list of hot-button items you want your team to be focused on in customer calls.
  2. With those in mind, navigate to Activity > Kaia in Outreach.
  3. Create a saved search for the areas of improvement or topics you identified in step one. Filters that you may want to use in your saved searches are:
    • Search: Use the search bar to search by keywords to filter for recordings with your identified keywords included quickly.
    • Meeting type: Use this to search for certain types of meetings that reps have struggled with in the past.
    • Topic: Use this to search transcripts that cover particular topics such as Competitor or Budget/Pricing.
  4. Once complete, save your view using the Save View button at the top of the page header.
  5. Once you select Save View, a pop-up that says Save New View will appear. You can name your view and set up notifications if desired. You can receive a daily or weekly alert via email when new recordings matching search terms are available.
  6. With notifications enabled, you will proactively be alerted of customer calls most relevant to your team’s success and progress. Use these findings to continue coaching your team.

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Review your team’s individual stats and trends with the Team Trends Report

  1. Navigate to Activity > Kaia in Outreach and select the Team Trends tab at the top.
  2. Here, you’ll find the Team Trends Report, which gives you visibility into the performance of your team, how trends have changed over time, and how reps compare to one another. At the top of the page you’ll see a chart representing average talk times of your top reps compared against the user average and recommended average.
  3. Directly below the chart are three tiles that provide an overview of metrics for your teams for the following:
    • Questions asked: How many questions did users ask on average, with stats for your meetings with the most and least asked questions
      • More questions often indicate a deeper level of engagement and a genuine interest in understanding the prospect's needs.
    • Monologues: How long users talked on average, with stats for your longest and shortest monologue.
    • Pause length: How long users paused on average, with stats for your longest and shortest pause.
  4. To see reps' individual metrics, navigate to the Individual Stats section of the report page. Here you will see each reps stats for the following metrics:
    • Meetings: How many meetings a rep has held in the given time frame. Use this to verify reps are hitting their meeting goals for the sales period.
    • Talk time avg: How much time reps talk on average, broken down into a percentage. Use this to see if reps are hitting your team’s recommended average talk time benchmark.
    • Monologue avg: How long reps talk without interruption or asking a question
    • Pause length avg: The average amount of time a rep pauses
    • Questions asked avg: The number of questions a rep asks in a meeting
  5. Dig deeper into talk time average stats by hovering over a rep’s percentage in their talk time average column to see:
    • How many meetings the rep has held in the given time frame
    • What percentage of the meeting the rep was talking compared to your recommended benchmark
    • The meeting where the rep spent the longest amount of time talking, broken down by percentage, with the name of the meeting and host.
    • The meeting where the rep spent the shortest amount of time talking, broken down by percentage, with the name of the meeting and host.
    • A button to view recordings within the given time frame
  6. Flag reps who need coaching and review recordings of calls to identify coaching opportunities. 

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Workflows for PTO and rep departures

Pause prospects in sequence during a short absence

  1. As a manager or as a rep, navigate to Activity (dual speech bubble icon) > Sequence states
  2. Add filter > Sequencer is:
    • You (if rep)
    • Rep name (if manager)
  3. Add filter > Stage is: ... select all active stages
  4. You're now looking at all active prospects in the rep's queue. Select all prospects that are actively in sequence by finding the Name column in the upper left-hand corner of the Sequence states view and hitting the checkbox next to it.
  5. At the top of the table, select the (...) icon > Add tag.
  6. In the pop-up window, tag all prospects as "Rep OOO date," where "rep" is your rep's name and "date" is the last day of their absence. Click Add.
  7. With those prospects now tagged, select (...) > Pause. Your prospects are now paused.
  8. Once your rep returns, reactivate paused prospects by navigating to Activity > Sequence states
  9.  Add filter > Tags contains all: ... and select the tag you assigned in step 6
  10. Select all prospects in this view by finding the Name column in the upper left-hand corner of the Sequence states view and hitting the checkbox next to it.
  11. At the top of the table, select the (...) icon > Resume. Your prospects are now un-paused.
  12. At the top of the table, select the (...) icon > Remove tags. 

 

Manage prospects on behalf of a user to keep prospects in sequence

  1. Navigate to Activity (dual speech bubble icon) > Tasks
  2. Add the following filters by selecting Add filter >
    • Owner is: ... Select Rep name
    • Type is: ... Select Email, Call, and Action item
    • Due date is: ... Select today as the due date from the calendar
  3. Review each task to determine the next best action.
    • To complete tasks, select the column of the task you want to complete. Execute the task using the pop-up on the right-hand side and select Mark complete once done.
    • To reschedule a task, locate the (...) on the far right-hand side of the contact's column. Select (...) > Reschedule. In the pop-up window, reschedule the task for a specific time using the drop-down menu and select Reschedule.
    • To skip a task, locate the (...) on the far right-hand side of the contact's column. Select (...) > Skip step.

NOTES:

  • Before skipping steps, ensure they are not referenced in a follow-up action — for example, an email task when the next email is a reply thread.
  • If a response is received, the rep will follow up within a few days upon their return. Alternatively, managers can monitor the inbox and follow up on replies.

 

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Re-assign prospects when reps are on extended leave

For this workflow, you will need Propagate Prospect Ownership enabled. Learn more here.

  1. Navigate to Activity (dual speech bubble icon) > Sequence states
  2. Add filter > Prospect owner is: ... Select Rep name
  3. Select all prospects this rep owns using the Name column in the upper left-hand corner of the Sequence states view and selecting the checkbox next to it.
  4. At the top of the table, select the (...) icon > Assign owner.
  5. In the pop-up, update the owner to the new rep you're assigning from the dropdown. Select Assign.
  6. Prospects have now been re-assigned to their new owner. All current and future tasks and mailings will be on behalf of the new owner. 

NOTE: You may consider leaving this setting disabled until you intend to reassign all tasks and mailboxes to prevent accidental reassignment and/or confusion for reps.

 

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Workflows for managing sequences over the holidays

If your team reaches out to different regions in the world, the best practice is to set up region-specific schedules. For example, a dedicated schedule for US, Canada, EMEA, APAC, etc. More information on schedules can be found here.

 

Reschedule emails and tasks to not deliver on a holiday using schedules

  1. Navigate to Administration (gear icon) > Workflow automations > Schedules
  2. Select the Add schedule button in the upper right-hand corner of the window
  3. Name the schedule under Basic info > Schedule name. For example, US Thanksgiving Holiday
  4. Scroll down the page to the Holidays by country section and select the holiday you're creating a schedule from the dropdown menu. 
  5. Locate the ? icon next to the country you just selected to see the full list of dates that the country's schedule includes. We recommend reviewing the holiday list to confirm that the dates selected align with your company's calendar. For example, if New Year's Day lands on a Saturday, the schedule will have the holiday observed on the Friday prior.
  6. If Outreach's holiday schedule list is missing a date that your team observes, use this workflow to temporarily remove the time block from your schedule or this workflow to pause prospects in sequence.

 

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Temporarily remove a time block from your schedule

Use this workflow for accounts with multiple teams in multiple countries to easily adjust region-specific schedules.

 

For this workflow, we will use the example date of the Friday after Thanksgiving. Your organization may observe this holiday, but the United States holiday schedule in Outreach does not. Apply these same steps for the holiday you want to change, swapping the day out in step 3 as appropriate.

  1. A few days before the holiday, navigate to Administration (gear icon) > Workflow automations > Schedules
    • Note: This needs to be done a few days before the holiday rather than a few weeks in advance to ensure that you've properly scheduled it for the correct Friday that the schedule applies to.
  2. Select the schedule that you want to adjust
  3. Scroll down to the Time blocks section and select the "F" so that is no longer highlighted purple.
  4. A pop-up at the bottom of the page will prompt you to save changes. Select Save
  5. Set a reminder for the following Monday to re-adjust the schedule by adding Friday back. This ensures that the next holiday that falls on a Friday is observed.
  6. Repeat for all US schedules.

 

Pause prospects in sequence states

Use this workflow if users across regions use the same schedule(s), making it hard to edit the schedule without affecting another region or you have many schedules you would need to edit.

 

For this workflow, we will use the example date of the Friday after Thanksgiving. Your organization may observe this holiday, but the United States holiday schedule in Outreach does not. Apply these same steps for the holiday you want to change, swapping the day out in step 3 as appropriate.

  1. Navigate to Activity (dual speech bubble icon) > Sequence states
  2. (Optional) If you need to pause only prospects sequenced or owned by a specific user(s) select Add filter > Prospect owner is: ... Select Rep name
  3. Select all prospects actively in sequence by finding the Name column in the upper left-hand corner of the Sequence states view and hitting the checkbox next to it.
  4. At the top of the table, select the (...) icon > Add tag.
  5. In the pop-up window, tag all prospects as "Thanksgiving" Click Add.
  6. With those prospects now tagged, select (...) > Pause. Your prospects are now paused.
  7. On Monday, reactivate paused prospects by navigating to Activity > Sequence states
  8.  Add filter > Tags contains all: ... and select the tag you assigned in step 6
  9. Select all prospects in this view by finding the Name column in the upper left-hand corner of the Sequence states view and hitting the checkbox next to it.
  10. At the top of the table, select the (...) icon > Resume. Your prospects are now un-paused.
  11. At the top of the table, select the (...) icon > Remove tags.

 

Maintaining scheduled sends on holidays recognized in your schedule

Use this workflow if your team leverages a region-specific holiday schedule and does not recognize a holiday on the schedule list you selected above, but they wish to continue sequenced tasks and emails on that day.

  1. Navigate to Administration (gear icon) > Workflow automations > Schedules
  2. Select the schedule that you want to adjust
  3. Scroll down the page to the Holidays by country section and remove the holiday by clicking the X next to the dropdown icon.
  4. Set a reminder for the day after the holiday to re-enable the holiday schedule.
  5. To re-schedule emails that were already scheduled to be sent after the holiday, navigate to Activity (dual speech bubble icon) > Email outbox
  6. Add filter > Scheduled at... and select the date of the holiday you wish to disregard.
  7. Select all recipients in this view by finding the Recipients column in the upper left-hand corner of the Sequence states view and hitting the checkbox next to it.
  8. At the top of the table, select the Schedule emails button and update the date the mailings should be sent on. Hit Schedule.

 

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