The Call Session Summary tab provides you with the summary of dialing sessions for all the products (for which you obtained a license) for the default date range Current Week. You can change the Date Range and view the stats accordingly if needed.

NOTE: For managers, reports of all their team members will be displayed.

Below are the sections and features available in the Call Session Summary tab:

Widgets

Gives you a clear overview of the number of Dials, Connects, Conversations, Meetings, and Positive Conversations during dialing sessions for all users within the default date range of 'Current Week'.

• Dials – Total number of Dials made in a dialing session. 

• Connects – Total number of connected calls in a dialing session.

• Conversations – Total number of valid connects. A valid connect is any connect that is not documented as Transferred to IVR/VM. Next to the Conversations metric, a green-colored percentage (%) will be displayed which is calculated using the formula: (Total number of conversations / Total number of dials) * 100.

• Positive Conversations – Total number of connects with any call result that is marked as a positive connect. Example: Meeting Scheduled, Qualified Lead, Got Referral, Follow up, etc. Next to the Positive Conversations metric, a green-colored percentage (%) will be displayed which is calculated using the formula: Total number of Positive Conversations/Total number of Dials)* 100.

• Meetings – Total number of Meetings booked/scheduled. Next to the Meetings metric, a green-colored percentage (%) will be displayed which is calculated using the formula: Meetings – (Total number of Meetings/Total number of Dials) * 100.

• Callbacks – Displays the number of inbound calls received from the prospects. The metric is populated only when the users have provided the call forwarding number in the Inbound Forwarding Number for Callbacks field of their Workspace » My Profile.

NOTE: The count of Connects, Conversations, Meetings, Positive Conversations metrics, and Callbacks is hyperlinked. Upon clicking the metrics count, the records will be filtered based on the chosen metric. if you click on the Count of Connects, only the records with the call metric 'Connects' will be displayed.

• View Dials icon - Clicking this icon opens the All Dials tab as a separate tab in the same browser with specific information related to the widget selected, filtered based on the criteria selected under the Call Session Summary tab.

• • Dials – Opens All Dials tab with All Dials information
  • Connects – Opens All Dials tab with connects information
  • Conversations – Opens the All Dials tab with Conversation information
  • Positive Conversations - Opens All Dials tab with Positive Conversation information
  • Meetings – Opens All Dials tab with Meetings information
  • Callbacks – Opens All Dials tab with Inbound Calls information

• Display of Difference in Metric Values:
  This will be applicable only for options 'Current week' and 'Current month', selected under the Date Range filter. The values will be shown in percentage.
  Each widget has either a Green Upward arrow , indicating an increment, or a Red Downward arrow , indicating a decrement, based on the percentage difference between the metrics of the current week/month and last week/month.
  For example, if the Number of dials (last month) = 25 and the Number of dials (current month) = 50, then the value will be shown as 100% [derived using the formula ((Count of Current Month - Count of Last Month)/ Count of Last Month) * 100% ], and the green Upward arrow indicates that there is an increment.

Also, when hovering over the respective Green Upward arrow or Red Downward arrow , a tooltip displaying Up by <Increment value %> from Last Month or Down by <Decrement value %> from Last Month will be displayed.

Filters

It is a key area, where you can select the criteria to generate reports. Based on the selected criteria, the report will be generated.

Below are the criteria available in this section:

• Products – Choose the product for which the report is to be retrieved. Reports associated with the selected product will be displayed.

• Teams – This filter is only applicable and enabled for Managers and disabled or grayed out for users (Sales Reps). Users can only view their reports.

• Users – Defaults to your name (logged-in user name). If you have been given access to see other sales reps you can choose names in this dropdown.

• Date Range – Defaults to ‘Current Week’. If needed, you can select the desired date range.

• Apply – Click Apply to retrieve the report based on the selected criteria.

NOTE:

• • If you have licenses for multiple products, you can choose them from the Products dropdown.

• • To select all options in the dropdown menus at once, click Select All, and to deselect all options, click Clear.

• • Start Date & End Date – The Start Date and End Date fields will be enabled only when ‘Custom Date’ is selected from the Date Range field.

• • The filter option is also available below the Widget Section for quicker access to filtering.

• Export Report – Click the Export icon and then choose either Export to Excel or Export to CSV to save the report.

• Display in Percentage  – Click to view the metrics in Percentage. Upon clicking, the icon will be replaced with the "Display In Values" icon, allowing you to view the metrics in Numbers/Values.

• Refresh Report – Click Refresh to bring the latest report.

Call Summary

This section is where the retrieved report data will be displayed.

• View Dials  icon - Available only for Admins and Managers, across each username under the column User. Upon clicking this, the dialing information made by the specific user selected will be displayed in the All Dials tab.

• View Lists -  Available only for Admins and Managers, across each username under the column User. Upon clicking this, the List Performance tab with the dialing information made by the user will be displayed based on the lists.

• Crowns - Indicates the top performers based on certain criteria. Applicable and visible only for Admins and Managers. By default, all users will be considered for these rewards and the crown will be visible only when all the users or the team comprising all users are selected in the Filters.

• • Green Crown – Indicates the person who has made the most dials.
  • Blue Crown – Indicates the person who has achieved the highest number of connects.
  • Purple Crown – indicates the person who has scheduled more meetings with the prospects.

Below are the default columns and their descriptions from the report for the Value format:

• User – Name of the Talker/Sales Rep.

• Dials – Total number of Dials made in a dialing session. 

• Connects – Total number of connected calls in a dialing session. 

• Conversations – Total number of valid connects. A valid connect is any connect that is not documented as Transferred to IVR/VM.

• Positive Conversations – Total number of connects with any call result that is marked as a positive connect. Example: Meeting Scheduled, Qualified Lead, Got Referral, Follow up, etc. The list of positive conversations may vary based on the settings configured under the Administration » Call Dispositions tab.

Note: Some of the examples of the outcomes, which have been considered as Positive Conversations are displayed in the tooltip message. Also, the list of positive conversations may vary based on the settings configured under the Administration » Call Dispositions tab, for your organization. The outcomes are not limited to those shown in the Tooltip message.

• Meetings – Total number of Meetings booked/scheduled.

Note:  A message is displayed across each value and is in the format of Contact Name (Account Name) - Date and timestamp at which the Meeting is scheduled.

• Dials to Conversations – Total number of Dials/Total number of Conversations.

• Callbacks - Count of inbound calls received from the prospect.

Below are the default columns and their descriptions from the report for the Percentage format:

• Dials to Connects– (Total no of  Conversations/Total no of Dials) * 100.

• Dials to Conversations – (Total no of  Conversations/Total no of Dials) * 100.

• Conversations to Positive Conversations – (Total no of  Positive Conversations/Total no of Conversations) * 100.

• Conversations to Meetings – (Total no of  Meetings/Total no of Conversations) * 100.

• Connects to Meetings – (Total no of  Meetings/Total no of Connects) * 100.

NOTE: Except for the column User, the Info icon is available which shows a tooltip describing the metrics when hovering over it.

Horizontal stacked bar chart

For Admins and Managers:

Managers and Admins can view the dialing metrics of the Top 10 sales reps. If needed, you can select the users from the filter and view the respective metrics.

For Users:

The metrics of the user will be displayed.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.