Performance
The Performance page provides an analysis of call quality and agent effectiveness across your interactions. Use it to identify trends in conversion, talking patterns, and silence across campaigns, teams and individual users.
Page Filters
At the top of the page, you can adjust the date range and comparison window for the data displayed. The Filters panel allows you to apply additional filters to narrow down the data and focus on specific call details.
Once you've applied your filters, you can save them as a custom view. For more details, see the Views guide.
Header Stats
The header provides a summary of key performance metrics across your filtered interactions.
Conversion Rate - The total number of successes divided by the number of Decision Maker contacts spoken with.
Successes - The number of calls dispositioned with a success result code.
Longest Monologue (avg) - The average length of the longest monologue across filtered calls. Defined as speaking without extended periods of silence.
Longest Silent Time (avg) - The average length of the longest period of silence across filtered calls. Defined as no speaking from either party for an extended period.
Talking: Silence Ratio, % - The ratio between talking time and silence across the filtered calls.
Performance by Campaign, Team & User
The table provides a breakdown of performance stats, which can be toggled to display by Campaign, Team or User.
Unique Occurrences - The number of unique cases (successes and challenges combined) handled by the selected campaign, team, or user.
Conversion - The percentage of calls with an identified objection that resulted in a successful outcome.
Successes - The number of calls dispositioned with a success result code.
Successes/h- The average number of successful calls per hour.
Avg. Silent Time - The average length of the longest period of silence per call (no speaking from either party for an extended period).
Avg. Longest Monologue - The average length of the longest monologue per call (speaking without extended periods of silence).