Reading your analytics
Analytics is one screen with a filter bar and a set of tabs. The filter bar sets the time range, the lists, the agents,
the timezone and the conversation threshold; every tab respects it.
The conversation threshold
This is the most important setting on the page and the one people miss.
A conversation is a connected call that lasted longer than the threshold. Options are 30 seconds, 1 minute, 2 minutes
(default), 3 minutes. Your choice is saved to your account.
Change it and every conversation number on the screen changes with it. Pick one that matches your sale — a 30-second
threshold for a quick qualification call, two or three minutes for a consultative one — and then leave it alone, because
a moving threshold makes week-on-week comparison meaningless.
The summary bar
Connects, Conversations, Meetings across the selected range.
Agent analytics
A table of every rep, with column definitions the app spells out:
| Column | Definition | | --- | --- | | Dials | Total number of calls in the selected range. | | Dials per day | Dials
divided by calendar days in the range. | | Connects | Calls that successfully connected. | | Connect rate | Connects ÷
Dials. | | Conversations | Connected calls that exceeded the conversation threshold. | | Conversation rate |
Conversations ÷ Connects. | | Meetings | Calls dispositioned as Meeting Booked. | | Meeting rate | Meetings ÷ Connects.
| | Dial Time | Time spent dialing and waiting for connection. | | Talk Time | Time spent in conversation. | | Total
Time | Time on the system — call plus wait plus wrap. | | Payable Time | Billable time, from actual call duration. | |
Avg wait | Average wait time between calls. | | Avg wrap | Average post-call work time. | | Avg duration | Average call
duration. | | Availability % | Share of time the agent was available for calls, excluding wait and wrap. | | Talk % of
Payable | Share of payable time spent on calls. |
Columns are selectable, and the table exports to CSV.
Connect rates
Grouped two ways:
- By number — grouped by the caller ID the call was placed from. This is how you spot a burned number.
- By area code — grouped by the area code of the number dialed, so where the prospect is. The state the caller ID is
homed in is shown too.
Connect % is connects divided by dials. Conversation % is calls that reached the conversation threshold divided by
connects — the same definition as the Agents tab. Set Min dials and Min connects to stop tiny samples dominating the
table. Exports to CSV.
Dispositions
The distribution of outcomes. Read it against what each disposition means — a pile of Gatekeeper is a different problem
from a pile of No Answer.
Call volumes and the heatmap
Call Volumes is dials over time. The Call Performance Heatmap is day-by-hour, in a timezone you select. Use it to find
the hours that actually connect, then move your sessions there. Most teams discover their best hour is not the one they
dial most.
List performance
Per list: Total Calls, Connected, Connect Rate, Conversations, Conv. Rate and Avg. Duration. This is how you decide
which source of leads to buy more of.
Speed to lead
How long between a lead being created and first dialed. Shows the total first dialed, the average, and a median — half
of leads were first dialed faster, half slower — plus a distribution you can click to filter the lead list underneath.
Median is the honest number here; a handful of leads dialed three weeks late will wreck the average and tell you
nothing.
Conversion funnel
Total Calls → Connected → Conversation → Interested → Qualified. The step with the biggest drop is your week's work.
User trends
One metric over time per agent — conversations, connect rate or conversation rate — with a best day per agent, in a
timezone you pick.
Voicemails
How many drops you left. Read alongside the callback rate; if nobody ever calls back, the script is wrong. See Create a
voicemail drop.
Beta version
Use New Analytics (Beta) switches to the newer analytics implementation. Numbers can differ between versions; compare
like with like.