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.
Available Data for List and Rep Performance (% option selected)
Note: 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 - connect or meeting disposition, greater than 60s duration ***
- Conversation to Meeting - Percentage of conversations that resulted in a meeting.
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).
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. **
