Outreach Insights Team Performance Overview Report

Purpose: 

The purpose of this article is to provide information to Outreach Users regarding Outreach Insights’ Team Performance Overview Report. 

Outreach has been making changes to the reporting structure currently in place to align with user expectations and feedback provided. The reporting suite on the Outreach platform now has a tiered structure and therefore the top headings have been modified slightly to align to this feedback. Team Performance now has four drop-down items to discover more detailed information:

• Overview
• Emails
• Calls
• Tasks

Intended Audience:

• Outreach Users

Notes:

• • This article provides introductory information to Outreach users regarding the various features and settings available for Outreach Insights - Team Performance Overview Reporting. This is the top level team and user performance management report for ensuring top level metrics are on track in their efforts to create pipeline. 
  • 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.
  • Machine Learning and data science related classifications (prospect seniority, email sentiment, etc.) are not available in all pricing tiers.

Team Performance: Overview

Use Case

The Team Performance: Overview report provides the ability to look at inputs taken by users and teams and determine what is leading to positive outcomes. Outreach provides an end-of-current month forecast of booked meetings to provide insight on how a team or rep is pacing, and if they are on or off track.

For the reps/teams that are on track, managers can see key performance indicators such as average contacts per prospect and response times to assess what is working. For reps/teams not on track, managers can leverage key performance metrics to coach behavioral changes that can lead to booking more meetings with the right prospects.

The team Performance report and its metrics are grouped into two categories:

• Meetings - Activities that lead to meetings and creating pipeline
• Email Sentiment - Sentiment analysis on email replies captured through sequences

Accessing Team Performance: Overview: 

1. Access the Outreach Platform.
2. Click the Reports icon (bar graph) on the navigation sidebar.
3. Click Team.
4. Click Overview.
   
   

Note: Reporting provides users with access to many powerful reporting features. For more information regarding these metrics, refer to the applicable content in the Additional Resources section of this article.

Filtering Definitions:

Outreach provides Users the ability to filter reports to surface specific information. These reports can be filtered as described in the table below.

Filter	Definition
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
Meeting Type	Displays content based on selected Meeting Type. Note: For more information regarding Meeting Types, refer to the How To Create a Meeting Type article.
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: Last 7 Days Last 30 Days Last 3 Months Last 6 Months Last 12 Months Last 15 Months This Week Last Week This Month Last Month Custom Range Note: Task reporting uses due date as the common date to filter on. This differs from other activity reporting (e.g. calls and emails) where the focus is on the date the activity was completed. A focus on due date for tasks enables users to look at task states to understand progress in this workload.

Meetings Tab (Metrics Definitions)

Review the following information regarding details on metrics:

• Data created prior to a user’s account creation is not included in reporting. This ensures activities and outcomes are effectively measured with a complete data set. 
• 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.  
• Emails are only counted if they are connected to a prospect. We include any emails sent through Outreach platform, extension or add-on. This ensures any noise in the email data is eliminated. 
• All emails in an email string with replies are counted as activity. 
• Prospect counts are based on the original prospect on an email string. Adding in additional prospects to an email string does not increase the prospect contact count. 
• 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. 
• Booked meetings are focused on the activity of sending an invite out to prospects. Scheduled and held counts are available in the Sales Execution Report.  
• Metrics focused on unique prospects can create some deltas at the aggregate vs detail level as a single prospect is contacted multiple times across time frames, users and teams. Counts of distinct prospects enables a better understanding of prospect reach across various populations.

The Meetings tab displays meeting metrics as described in the table below:

Metric	Description
Meetings booked	Total number of calendar invites sent to at least one external guest (regardless of whether or not the invite was accepted).   It includes canceled or deleted meetings. Recurring meetings are only counted once and any meetings booked prior to the user’s account creation are excluded. Note: Both, meetings booked through Outreach and meetings synced to Outreach, are counted in this metric. Data for booked meetings is calculated based on the day the activity was synced to Outreach. Outreach cannot retrieve the original creation date via sync. If syncing is delayed, the booked meeting creation date will be attributed to the delayed timestamp.
End of the Month Forecast	Total number of projected meetings that will be booked by the end of the month. Outreach's machine learning forecasts booked meetings based on the team's current trend and rep activities. For more information, refer to the Forecasting Overview section in this article.
Prospects Added	Total amount of prospects sequenced by a user. Note: This is focused on who the sequencer is.
Prospects Active	Total amount of prospects sequenced by a user that is still active in sequence at the time of the refresh of the report.
Prospects Contacted	Total number of unique prospects contacted via email, call, meeting, or task (either inbound or outbound). Deleted emails are included and bounced emails are excluded Note: Depending on how a User filters the Prospect Contacted Dates column, the totals may not equal the summary totals. Example: You filter on the last 90 days. Each individual month has unique Prospects contacted; and the three month total on the left has unique Prospects contacted. The total of months 1, 2, and 3 can be greater than the three month total due to a given Prospect conceivably having been contacted in all three months. On the left, Outreach counts that as one Prospect per month, or 3 total.
Meetings Conversion Rate	Percentage of unique Prospects contacted who were invited to a meeting. This metric displays the total number of unique Prospects a rep contacted that ended up booking a meeting.  Note: Outreach only counts unique Prospects. If the same Prospect was invited to multiple meetings, Outreach counts that as 1.
Contacts per prospect	Average number of calls, emails, meetings, or tasks across all contacted Prospects. Emails: Deleted emails are included and bounced emails are excluded
Emails delivered	Total number of emails successfully delivered to prospects.  Note: Emails are only counted if they are connected to a prospect and include any emails sent through Outreach platform, extension or add-on. This ensures any noise in the email data is eliminated.
Outbound calls	Total number of attempted outbound 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.
LinkedIn tasks completed	Total number of tasks completed on a given day within the LinkedIn category.  Note: Team Performance task report shows tasks for all states (incomplete, complete and skipped) and trends the counts by due date.
Other tasks completed	Total number of tasks completed on a given day that are not calls, emails or LinkedIn. Note: Team Performance task report shows tasks for all states (incomplete, complete and skipped) and trends the counts by due date.
Current overdue tasks	Total number of open tasks in an incomplete state and a due date older than 1 calendar day or more.  Note: Date filters will pull all overdue tasks with a due date and creation date within the selected window.
Response time	Median time it takes to respond to a call or email after a Prospect has responded, aggregated across all responses rep received. Note: This metric is on a 24-hour clock Example: A rep receives a Prospect's reply at 5 PM on Friday. The rep replies to the Prospect at 8 AM the following Monday. The calculated response time is 63 hours.

Forecasting Overview:

Outreach provides Users with end of the month forecasting of booked meetings as described in the table below:

Frequency	Forecasts are made Daily
Forecast horizon	Outreach forecasts the end of calendar month number of meetings booked. Example: On 02/02/2023, predict number of meetings booked by 02/28/2021 On 02/25/2023, also predict number of meetings booked by 02/28/2021 Note: Predictions for other time horizons are not available.
Granularity	Forecasts are made on the individual, User-level. Team Forecasts are a sum of forecasts for all the Users on the team. Outreach forecasts the total number of booked meetings for each User, thus the forecast cannot be broken down by meeting type, prospect persona, account, etc.
Coverage	On each day, forecasts are made for Users if and only if: The User is not locked/deleted, and The User booked at least one meeting during the last 40 days.
Impact of meetings deletion	Users who delete most or all of their historical meetings will affect the daily forecast. The daily forecasts are based on post-deletion meeting counts. Historical predicted numbers would not be updated after deletion. Example: Suppose a User booked 15 meetings between 01/01/23 and 01/15/23, and deleted meetings at the end of the 15th: If all historical meetings are deleted, Outreach does not forecast for the User on 01/16/23 since the User did not book any meetings in the last 40 days. If 14 out of 15 meetings are deleted, on 1/16/23 Outreach forecasts for the User based on '1 meeting booked month-to-date' instead of 15 meetings booked month-to-date. Outreach does not update the predictions made on or before 01/15/2023.

User and Team Table Pivot

Users can pivot the table view to aggregate by either individual users or teams. The export CSV output will reflect the current view on the table.

Metrics Drill Down:

Users can click a metric to drill further down into pertinent details.

Note: Access to drill down views built on data science modeling output may be limited by the current Outreach platform package purchased.

Note: Reports take a few seconds to load. 

Meetings Booked | End of the Month Forecast:

Clicking the Meetings booked | End of the month forecast metric provides Users access to more detail regarding the metric.

A horizontal bar graph displays meetings based on User-defined Meeting Types.

Note: For more information regarding Outreach Meeting Types, refer to the How To Create a Meeting Type in Outreach article.

The information below the bar graph displays the subject of the meeting, the host, the date the meeting invite was sent, and the number of guests on the invite.

Content within this display is clickable, providing Users with more information to better support discovery.

Prospect Contacted:

Clicking the Prospect contacted metric provides Users access to more detail regarding the metric.

The horizontal bar graph displays a breakdown of Prospects contacted by job title seniority over a period of time. For more information regarding job title seniority, refer to the Outreach Insights: Prospects Seniority and Department Classification article.

The horizontal bar graph displays a breakdown of Prospects contacted by job title seniority over a period of time. 

Note: For more information regarding job title seniority, refer to the Outreach Insights: Prospects Seniority and Department Classification article.

Content within this display is clickable, providing Users with more information to better support discovery.

Prospect Meeting Conversion Rate:

Clicking the Prospect meeting conversion rate metric provides Users with a breakdown of meeting conversion rate by job title seniority over a period of time.

For more information regarding job title seniority, refer to the Outreach Job Title Classification Overview article.

Content within this display is not clickable.

Contacts per Prospect:

Clicking the Contacts per prospect metric provides Users a breakdown of interactions by job title seniority over a period of time.

For more information regarding job title seniority, refer to the Outreach Job Title Classification Overview article.

Content within this display is clickable, providing Users with more information to better support discovery.

Response Time:

Clicking the Response Time metric provides Users with a breakdown of response times by job title seniority over a period of time.

Export:

Users can click Export to download a .CSV file of the reported content.

Email Sentiment:

The Email Sentiments tab provides Users with insight to how emails are performing per rep.

Note: For more information regarding the Email Sentiment Tab, refer to the Outreach Insights Sequence Email Sentiment Classification Overview article.

 

Additional Resources:

Outreach University - Outreach Reports

Outreach Insights and Reporting Overview

Outreach Insights and Reporting FAQs

Creating Teams and Applying Team Filters

How To Create a Meeting Type in Outreach

How To Create a Persona in Outreach