Analytics – Orum

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 outbound calling efforts. The page lists dials, connects, conversations, and meeting data, as well as other important ratios.

NOTE: By design, Orum Analytics only displays data for outbound calling efforts. Inbound call stats are not included.

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.

Available Data- List and Rep Performance (% = option selected)

Note: When data is not available or applicable, Orum shows a dash (-)

- Dial to Connect = number of calls with Connect or Meeting dispositions / total calls dialed

- Bridged to Connect = number of parallel calls with a connect disposition / number of calls where the rep was bridged into the call when parallel dialing

- Connect to Conversation = number of calls that had a connect disposition and exceeded 60 seconds / number of calls with a connect disposition

- Conversation to Meeting = number of calls with a meeting disposition / number of calls that had a connect disposition and exceeded 60 seconds

Available Data- Rep Performance (# option selected):

Note: When data is not available or applicable, Orum shows a dash (-)

Dials, Connects, Conversations, Meetings, Talk Time, Dial Time, Session Time are shown here.

Available Data- List Performance (# option selected):

Note: When data is not available or applicable, Orum shows a dash (-)

Dials, Connects, Conversations, and Meetings are shown here.

Available Data- Definitions:

Conversations - Number of “Connects” that exceed 60 seconds of talk time.
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.
Session Time - Amount of time spent dialing in Orum within the given range. (Note: Orum does not track the amount of time a rep spends on a specific list)
Connects - Calls completed that have mapped as "connect" in Settings > Dispositions.
Meetings - Calls completed that have mapped as "meeting" in Settings > Dispositions.
Dials - Number of actual dials that have been made in Orum.

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. **

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