View Team Performance

The Conversation Direction chart allows users to quickly compare inbound and outbound external calls to customers and non-customers, and how that compares to internal calls. To toggle between the pie chart and bar graph views, click the relevant options next to the chart title.

Calls labeled as Internal are both inbound and outbound calls made to or from fellow internal employees. The amount shown is affected if the filter for inbound or outbound calls is applied. For example, if you apply the outbound only filter from > Call Direction, the chart displays only outbound calls to internal and external numbers.

The Call Activity Summary table provides the highest-level summary of all team call activity for Total Calls and Total Talk Time.
The table also contains Customer Focus metrics, which makes it easy to gauge your team’s focus on calling customers and leads found in Salesforce. Customer Focus is calculated by dividing all calls made to customers or leads in Salesforce by all calls made.

Note: The Customer Focus value in the Call Activity Summary table is not the average of each Customer Focus percentage of every member on the team. The Total Calls and Total Talk Time values are the sum of the same columns in the Team Details table.

The Results Summary table provides the highest-level summary of key business results of the team for data on revenue, closed deals, and leads converted.

Field	Description
Revenue	The sum of revenue from the Team Details table. The sum is defined as the total amount of revenue from all active opportunities where the sales pipeline stage is Closed/Won during the period of the query.
Closed Deals	The sum of closed deals from the Team Details table. A closed deal is defined as an opportunity with a pipeline stage of Closed/Won, and the opportunity must have been closed during the period of the query. In other words, if a sales manager called a customer with an active opportunity, but it was closed after the period of the query, it would not be counted.
Leads Converted	The sum of leads converted from the Team Details table. A converted lead is defined as a lead that was converted and created an opportunity within the time period of the query. In other words, if a lead was converted into an account or a contact but no opportunity was created, then it would be not counted. Likewise, if a lead was converted into an account or a contact, but the opportunity was created after the query period, then it would not be counted.

The Sales Category chart classifies call activity based on the sales context of a conversation. You can download the chart as a CSV file by clicking .

The context of each conversation is deduced by matching a phone call from the 8x8 call detail records with the phone number of a lead, account, or contact, and then looking at associated opportunity data. For example, the 30-minute outbound call on October 1 was with Joe Smith of Acme Corp, where there is an active opportunity worth $3,000. The call could also be to an internal number. Otherwise, no match is found, and the context is labeled as Not Found in Salesforce.

The chart contains the following rows:

Row	Description
Amount	The total amount of money presented by each opportunity column.
Total People or Businesses	The total number of people or businesses associated with each column.
Total Calls	The total number of calls associated with each column.
Total Talk Time	The total time spent on the phone associated with each column.

The chart contains the following columns:

Column		Description
Leads		The number associated with a lead in Salesforce, which requires this definition to be turned on within the Salesforce app.
Contacts and Accounts		The number associated with an existing person (contact) or an entity/organization/company (account). Note: Typically, as conversations mature, customers give their direct lines.
Contacts & Accounts with Opportunities	Pre-Forecast Opportunities	The number associated with a contact or account that also shows opportunity activity during the period of time of the query. For example, a query looks at all calls from March 1 to March 28; it finds a match between a sales representative and a contact, who belongs to Acme Corp, which had an opportunity that was changed (such as a change of pipeline stage or revenue). The analytic assumes the conversation involves the opportunity. If no opportunity activity exists, then this conversation would be classified under the Contacts and Accounts category. If a salesperson wants to ensure that the call is tied to the opportunity, then they should change an opportunity field to ensure that the opportunity data is reflected in the chart.
	Best Case Opportunities	Calls associated with an opportunity under the Best Case category of the sales forecast.
	Commit Opportunities	Calls associated with an opportunity under the Commit category of the sales forecast.
	Closed Opportunities	Calls associated with an opportunity under the Closed category of the sales forecast, and/or under the Closed/Won category of the pre-forecast pipeline.
	Omitted Opportunities	Calls associated with an opportunity under the Omitted category in Salesforce.
Not Found in Salesforce		Calls that are not associated with leads, contacts and accounts, pre-forecast pipeline, etc. Note: It is possible for actual customer phone numbers to fall into this category if their phone number has not been entered into the Salesforce CRM. To prevent this, keep your contacts up to date.
Internal		Calls with fellow employees. This category shows how much talk time is spent on internal calls, versus talking to customers directly.

The Team Details table breaks down the high-level performance of each team member, and compares how call activity translates into business results. You can download the chart as a CSV file by clicking .

The table has the following capabilities:

Option	Functionality
Display records	Choose from the drop-down to show 10, 25, 50, or 100 customer rows in the table. The default is 10 rows.
Search	Type to search for specific names, titles, or other words found within the table, such as <VP of Sales>, <ABC Company>, <Closed/Won>, etc.
Sort	Click the title of any column to sort the table in ascending or descending order.
	Click at the top of the page to apply filters to the whole table.

The table has the following rows:

Column	Description
Name	The name of the team member.
Title	The title of the team member.
Customer Focus	Calculated by dividing all calls made to customers or leads in Salesforce by all calls made.
Total Calls and Total Talk Time	The sums of the columns of the same names in the Team Details table.
Revenue	The total amount of revenue from all active opportunities where the pipeline stage is Closed/Won during the period of the query.
Closed Deals	The total number of closed deals during the period of the query. It is defined as an opportunity with a pipeline stage of Closed/Won, and the opportunity was closed during the period of the query. In other words, if a sales manager called a customer with an active opportunity, but it was closed after the period of the query, it would not be counted.
Leads Converted	The total number of leads that were converted and created as opportunities within the time period of the query. In other words, if a lead was converted into an account or a contact but no opportunity was created, then it would be not counted. Likewise, if a lead was converted into an account or a contact, but the opportunity was created after the query period, then it would not be counted.