Call analytics and insights

Reach, meeting rate, quality, cost and the patterns learned from the conversations.

Open the Sales app and click "Call analytics" (specialist page). It has two pages: "Overview" and "Insights".

Who can use this

1. Choose a period
On Overview choose 7, 30 or 90 days. On Insights choose 30, 90 or 180 days.
2. Analyse earlier calls
On Insights, click "Analyse earlier calls" to queue older conversations for analysis. This needs the calls graph admin permission (Owner, Administrator).

Overview numbers: Calls, Connect rate, Meetings, Average call length, Spend and Cost per meeting.
Trend and outcomes: Dials and answered calls per day, and how conversations ended.
Response times: The average of the per call percentiles.
A/B variants: Meeting rate per variant against answered calls, and talk share.
Call quality and technique: Average score, weakest dimension, agent talk share (target 55%), longest block (target 37 seconds) and blocks over 5 seconds.
Meetings: Booked, attended, no show, show up rate with and without reminder, rescued meetings, briefs sent, CRM notes and tasks, meetings with the notetaker and minutes transcribed.
Research effort: Briefs, searches, model calls and opt outs.
Insights: Vendors in place, objections by outcome, signals by meeting rate, industries and the most connected contacts. Patterns show from five analysed conversations on.

Campaigns
Group contacts and spread the calls over the permitted calling window.