Analytics

Subject: This knowledge article addresses the various functions found in Analytics.

 

Table of Contents:

  1. What is Orum Analytics?
  2. Rep Performance and List Performance
  3. Table Buttons and Click-ables
  4. Available Data
  5. Available Data Definitions
  6. 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.  

Analytics_Updated.png

 


 

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:

repperformance.png

 

List Performance Filters View:

listperformance.png

 

 


 

 

Table Buttons and Click-ables:

View Call History - Navigates the user to Call History.

callhistory3.png

 

What a user saw in Analytics will transfer to Call History, showing calls for the data that was being viewed:

call_history_by_list.png

 

Other Analytics Icon Descriptions:

rates_or_raw.png - Shows data in rates (%) or raw numbers (#)

opencallhistory.png - Opens Call History displaying the calls that make up the row's data

listanalyticsnewtab.png - (List Performance) Opens a new Analytics tab displaying list data, by rep.

useranalyticsnewtab.png - (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)

_repperformancestatsby_2.png

 

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.

analytics_more_than_100.png

 

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.

_repperformancestatsby_2.png

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.

listperformancestatsby_.png

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. **

unanswereddispobyrep2_.png

 

 

 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. **

connectoutcomes2.png

 

 



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