Subject: This knowledge article addresses the various functions found in Analytics.
Table of Contents:
- What is Orum Analytics?
- Rep Performance and List Performance
- Table Buttons and Click-ables
- Available Data
- Available Data Definitions
- Disposition Charts
What is Orum Analytics?
Orum Analytics allows users and managers to gather a wide range of data from calling efforts. The page lists dials, connects, conversations, and meeting data, as well as other important ratios.
Rep Performance and List Performance:
Orum Analytics can be viewed in 2 different ways:
1. Rep Performance - a view displayed by rep in the chart/table format below.
2. List Performance - a view displayed by call list using the same chart/table format shown below.
Note: Associated filter options will appear based on selected performance view.
Rep Performance Filters View:
List Performance Filters View:
Table Buttons and Click-ables:
View Call History - Navigates the user to Call History.
What a user saw in Analytics will transfer to Call History, showing calls for the data that was being viewed:
Other Analytics Icon Descriptions:
- Shows data in rates (%) or raw numbers (#)
- Opens Call History displaying the calls that make up the row's data
- (List Performance) Opens a new Analytics tab displaying list data, by rep.
- (Rep Performance) Opens a new Analytics tab displaying rep data, by list.
Available Data:
The following is a breakdown of which data points users can expect in each performance view and mode.
**Please note-- the maximum time period that analytics or call history can be pulled up for is capped at 3 months.**
Available Data for List and Rep Performance (% option selected)
When data is not available or applicable, Orum shows a dash (-)
- Dial to Connect - Percentage of dials that resulted in a connect.
- Callback to Connect - Percentage of callbacks that resulted in a connect.
- Bridged to Connect - Percentage of the parallel dialed calls that were bridged in, what number of those were marked with a connect or meeting disposition.
- Connect to Conversation - Percentage of connects that resulted in a conversation.
- Conversation to Meeting - Percentage of conversations that resulted in a meeting.
- Conversation = connect or meeting disposition, greater than 60s duration
Note: In some cases, users may see that rep performance percentage may be more than 100%. This means that one or more dispositions may be assigned the wrong type. Orum recommends that an admin revisit disposition and cause disposition mapping settings to correct this.
Available Data for Rep Performance (# option selected):
Dials, Outbound Connects, Callbacks, Callback Connects, Conversations, Meetings, Talk Time, Dial Time, and Session Time are shown here.
Note: When data is not available or applicable, Orum shows a dash (-)
Available Data for List Performance (# option selected):
Dials, Outbound Connects, Callbacks, Callback Connects, Conversations, and Meetings are shown here.
Note: When data is not available or applicable, Orum shows a dash (-)
Available Data Definitions:
Dials - Number of actual dials that have been made in Orum.
Outbound Connects - Number of calls marked with one of your connect dispositions.
Callbacks - Number of inbound calls received.
Callback Connects - Number of inbound callbacks marked with one of your connect dispositions.
Conversations - Connect or meeting disposition, greater than 1 minute (60s duration).
- In parallel dialing, please note that the 60s call duration calculates after the bridging "beep" is heard.
Meetings - Number of calls marked with one of your meeting dispositions.
Talk Time - Amount of time the rep spoke with prospects in the given range.
Dial Time - Amount of time the rep spent dialing prospects during the selected range.
- IMPORTANT NOTE: Orum's 'dial time' is programmed to only count when reps are hitting VMs or connecting with prospects. This is by system design and dials that hit the 30-second time out are not counted towards the actual dial time.
Session Time - Total amount of time spent dialed into Orum (this is across all lists) (Note: Orum does not track the amount of time a rep spends on a specific list)
Disposition Charts:
The disposition bar graphs are displayed by disposition type. This provides users with business-relevant data insights.
The bar graphs display rep or list performance depending on which view has been selected. Dispositions are represented by a unique color. A color key is shown on the right side of the charts.
Disposition types that are set to "unanswered" are displayed in one chart.
** This helps users determine why they are not connecting to prospects. **
Disposition types set to "connect" and "meeting" are displayed in the other chart.
** This helps users determine what happens when they connect to a prospect. **