The Call Activity tab can be broken down into three sections:
Executives have visibility into how teams are stacking up against one another when it comes to call conversation performance
Teams are ranked against one another to give an executive visibility into who is the most engaged in conversations (interchanges per minute) and who is having the longest conversations in duration. Adjust the date range by selecting the "From" and "To" in the calendar widget.
The date range that was previously selected in the Summary page will follow the other tabs, as long as you remain in the Dashboard section.
View how many conversations each team is having and the average duration of the conversations. The total number of call activity for each widget is indicated at the top of the column.
The overall team average is indicated by the vertical people icon. Click into the specific team to pull up the team's call activity.
The following widgets are available for the executives. Each metric excludes calls that were rejected for being too short.
Total Duration: total duration of conversations in stated period.
Conversations: number of conversations in stated period.
Avg Duration: the average duration of conversations.
Talk / Listen Ratio: the average talk/listen ratio for calls.
Interchanges Per Minute: the average interchanges / minute for calls in stated period.
Select the graph icon to access the trends over time. The graph selected below is the talk / listen ratio trends over time. This identifies all the reps % of listen in relation to the scorecard grade they received during that time. The x-axis is the month and the y-axis identifies the scorecard score out of 100%.
The line indicates the average for the rep. In the above view for example, a manager is able to see that Rich, an SDR, saw a significant drop in average talk/listen, which contributed to poor performance in skill scores. This is a good opportunity for the manager to remind the rep that cold calls should generally have more interchanges per minute and a lower listening percentage.
The Topics tab is the percentage or count of Topics used throughout a set period. It acts as a roll-up where the most spoken topics are listed in descending order. This allows for an executive to see a high-level overview of conversation consistency and compliance for their team's department.
There are two ways of looking at Topics roll-up: Percentage and Count.
Percentage - displays the ratio of when the Topic is used relative to the number of calls in the selected date range.
Count - displays the total number of calls a Topic is used in the selected date range.
Trend - Click the blue graph icon next to a Topic to populate a chart. This chart compares all users when and how often users use the selected Topic over the designated time frame.
Execs have visibility into how teams are tracking conversation health (Call Volume) for the day. This widget is updated in real time and factors in team's call volume, their talk-listen ratio and their coaching activity for the day.
The Conversation Health is relative to the previous days of the week. For example, the Rachel's Team is above average for call activity compared to the past 4 Wednesdays on average. An exec would want to invest time in a team that is consistently below the average on specific days.
Hover over the manager's team to see a breakdown of activity. This includes all dials that ExecVision's systems have processed, whether or not they surface as call recordings in search (i.e. it includes calls such as hangups and voicemails that are too short to appear in the platform.
Click the widget to access Today's Conversations.