The Call Activity tab can be broken down into three sections:
Managers have visibility into how teams are stacking up against one another when it comes to call conversation performance
Direct reps are ranked against one another to give a manager 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 rep 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 rep average is indicated by the vertical people icon. Click into the specific rep to pull up the rep's Summary page.
The following widgets are available for the mangers. 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 dotted line indicates the average for the team. In the above view for example, a manager is able to see that Spencer, 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.
A roll-up of when topics are used in conversations throughout the set period. This allows the manager to get a high-level overview of conversation consistency and compliance for their whole team.
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.
By User breaks down the Topic's usage across each member of the manager's team. This allows for the manager to see a detailed breakdown of each user's use of the Topic.
Trend - Select the blue graph next to a Topic to populate a graph. This graph shows when and how often the manager's team uses the selected Topic over the designated time frame.
Managers have access to a rep's conversation activity from the specified day. In the below example, I am looking at Alex's reps' conversations from Today. This widget is updated in real time and depicts:
- How long each call lasted
- The number of calls the rep has made
- The rep's average talk-time in minutes
This metric gives execs and managers visibility into which reps are highly active or disengaged when it comes to call volume. The length of the blue bar denotes how long the call lasted, while the start of the bar indicates where the call began.
Over on the right-hand side is the count of calls that are associated to each rep on the team and also the talk-time on average for every minute of the call.
Hover over the colored bars to see who the rep spoke to and the duration/time of the call. You can quickly access the call by selecting View Call.
Select Colors to show outcomes in the Conversations widget.
This tool visually shows the amount of times that a team has had a certain outcome, which is helpful for execs and managers to narrow down what time reps' struggle with scheduling meetings.
Choose a field to map values to colors. The fields associated with the colors are pick-lists from your ExecVision Advanced Search. The fields available are dependent on a team's dialer or web conferencing tool.
The default color is grey if the value is not specified in the drop down. In the below example, the value "Convo: Meeting Scheduled" is associated with the color green.
Select all values and associated colors that should be present in the Conversations widget. Click Save to finalize the changes. In the below screenshot, Alex's team scheduled the most meetings during the 4pm block.
This widget is a scatter plot representing reps' Conversation Styles. Reps are mapped according to their Talk:Listen Ratio and Interchanges Per Minute metrics, which can also be found in the Activity tab of the Call Activity section of the dashboard.
Research shows that the ideal call structure to generate dialogue with buyers and maximize conversion rates has 2.5-5.5 interchanges per minute, and that the rep listens 40%-70% of the time. Where an individual rep should ideally sit within the grid depends on the types of calls that the rep is fielding. Cold calls should generally have more interchanges per minute and a lower listening percentage than discovery calls, which should have fewer interchanges per minute and a higher listening percentage. Reps whose Conversation Style falls outside of these parameters should focus on developing soft skills like active listening, clarification questions, and empathy.
Hover over the rep's name to illuminate their respected dot. In the above example, I am looking at Brian W.'s call metrics.