CI Reports
This article covers how to review the analytics available to you within Outplay's Conversation Intelligence feature.
Conversation Intelligence Insights are divided into 5 categories and their subcategories
Lets understand what are meant by the below terms and how those are calculated
Total Calls -- This count the total no. of calls or the meetings in the selected date range. This will help you to understand total number of calls or meetings each team member is taking in the selected period.
Total Time Spent -- This shows the total time spent on calls in the selected date range by your team.
Avg Time Spent per Call -- This shows the average time spent on calls or meetings in the selected date range by your team.
Total Filler Words -- This shows the total filler words used by your team on their calls or meetings in the selected date range.
Talk Time -- This shows the total duration that the user has spoken during all the calls or meetings in the selected date range. This metric is often used to analyze the engagement and effectiveness of the SDR in a conversation, helping to assess their communication skills and the quality of interactions with prospects.
Avg Talk to Listen Ratio -- The talk-to-listen ratio is a metric that compares the amount of time a SDR spends talking to the amount of time they spend listening during a conversation. A lower talk-to-listen ratio indicates that the SDR is spending more time listening to the prospect, which can be beneficial for understanding the prospect's needs and building rapport. Conversely, a higher ratio may suggest that the SDR is dominating the conversation, potentially missing out on valuable information from the prospect. Average talk ratio = {Sum of percentage of time team member spoke} ÷ {Total number of team member’s calls}.
Recommended talk-to-listen ratio is about 43:57 (43% being the rep's side).
Longest Monologue -- The longest monologue is the longest continuous segment of time during a call that a single person (typically the SDR or the prospect) speaks without interruption. This metric can provide insights into the dynamics of the conversation, such as whether the SDR is dominating the call or allowing the prospect enough time to speak and engage. It can help in evaluating conversational balance and the effectiveness of the SDR's communication style. Average longest monologue = {Sum of longest monologue in each call regardless of whether the team member is the host or participant} ÷ {Total number of team member’s calls}
Total Questions Asked -- This metric shows how many questions are asked by the user in the call/meeting.
Recommended is 15 or more questions per hour
Total Silence Duration -- This metric specifies the total amount of time during a call where neither the SDR nor the prospect is speaking. This metric can be useful for understanding pauses in conversation, which may indicate moments of reflection, confusion, or disengagement. Analyzing silence duration can help in assessing the flow of the conversation and identifying opportunities for improving communication techniques.
Avg Words per Minute -- Average words spoken per minute is a metric that measures the number of words spoken by a person (typically SDR, or the prospect) per minute during a call. This metric provides insights into the pace of speech, which can impact the clarity and effectiveness of communication. This metric can be used to coach SDRs on optimizing their speaking pace for better engagement and comprehension.
Sentiments in Conversations -- Sentiments in conversation refer to the emotional tone or attitude expressed during a call. This can be analyzed to determine whether the conversation is generally positive, negative, or neutral. Sentiment analysis involves evaluating words, phrases, and the overall context to assess the feelings conveyed by the speakers.
No of Times Used -- This metric shows the total no. of calls or meetings having the scorecard mapped and used for scoring in the selected date range.
Total Questions Scored -- This metric shows the total number of questions scored in a call / meeting across all the scorecards.
Avg Overall Rating -- This metric shows the Average rating scored by the user across all the scorecards used in a call /meeting.
Calls Listened -- The number of unique calls users have listened to in the selected date range. Listening to calls/meeting recordings provides valuable data-driven insights and performance metrics, helping to identify patterns and improve sales techniques. It aids in training and coaching by offering practical examples and constructive feedback. Additionally, analyzing calls enhances customer sentiment understanding and overall experience. This leads to more effective communication, improved sales outcomes, and better customer relationships.
Calls Commented -- This metric shows the the number of unique calls where users added their comments. It can be helpful in different ways, such as, adding a part of a conversation to the playlist they want to listen to again, clarifying something with another team member, or marking something as a feature request.
Calls Scored -- Scoring a call is an essential tool for coaching and developing sales teams, helping to improve their effectiveness and drive better sales outcomes. W.r.t, this metric, you will be able to see the number of unique calls users have scored in the selected date range.
Action Items Completed -- Post call analysis, Outplay generates a list of action items from that recording. The metric shows that how many action items are completed by the user for the recordings in that date range.
Starting Time -- Average time taken to start asking the topics. It is calculated as -- Total start time of the topics in the call / total no. of calls
Duration -- Average duration for the team is calculated by adding the duration a topic was discussed across all team calls, divided by the number of team calls. The average duration for each team member is calculated by adding the duration a topic was discussed by the team member, divided by the number of their calls.
Conversation Intelligence Insights are divided into 5 categories and their subcategories
Lets understand what are meant by the below terms and how those are calculated
Total Calls -- This count the total no. of calls or the meetings in the selected date range. This will help you to understand total number of calls or meetings each team member is taking in the selected period.
Total Time Spent -- This shows the total time spent on calls in the selected date range by your team.
Avg Time Spent per Call -- This shows the average time spent on calls or meetings in the selected date range by your team.
Total Filler Words -- This shows the total filler words used by your team on their calls or meetings in the selected date range.
Talk Time -- This shows the total duration that the user has spoken during all the calls or meetings in the selected date range. This metric is often used to analyze the engagement and effectiveness of the SDR in a conversation, helping to assess their communication skills and the quality of interactions with prospects.
Avg Talk to Listen Ratio -- The talk-to-listen ratio is a metric that compares the amount of time a SDR spends talking to the amount of time they spend listening during a conversation. A lower talk-to-listen ratio indicates that the SDR is spending more time listening to the prospect, which can be beneficial for understanding the prospect's needs and building rapport. Conversely, a higher ratio may suggest that the SDR is dominating the conversation, potentially missing out on valuable information from the prospect. Average talk ratio = {Sum of percentage of time team member spoke} ÷ {Total number of team member’s calls}.
Recommended talk-to-listen ratio is about 43:57 (43% being the rep's side).
Longest Monologue -- The longest monologue is the longest continuous segment of time during a call that a single person (typically the SDR or the prospect) speaks without interruption. This metric can provide insights into the dynamics of the conversation, such as whether the SDR is dominating the call or allowing the prospect enough time to speak and engage. It can help in evaluating conversational balance and the effectiveness of the SDR's communication style. Average longest monologue = {Sum of longest monologue in each call regardless of whether the team member is the host or participant} ÷ {Total number of team member’s calls}
Total Questions Asked -- This metric shows how many questions are asked by the user in the call/meeting.
Recommended is 15 or more questions per hour
Total Silence Duration -- This metric specifies the total amount of time during a call where neither the SDR nor the prospect is speaking. This metric can be useful for understanding pauses in conversation, which may indicate moments of reflection, confusion, or disengagement. Analyzing silence duration can help in assessing the flow of the conversation and identifying opportunities for improving communication techniques.
Avg Words per Minute -- Average words spoken per minute is a metric that measures the number of words spoken by a person (typically SDR, or the prospect) per minute during a call. This metric provides insights into the pace of speech, which can impact the clarity and effectiveness of communication. This metric can be used to coach SDRs on optimizing their speaking pace for better engagement and comprehension.
Sentiments in Conversations -- Sentiments in conversation refer to the emotional tone or attitude expressed during a call. This can be analyzed to determine whether the conversation is generally positive, negative, or neutral. Sentiment analysis involves evaluating words, phrases, and the overall context to assess the feelings conveyed by the speakers.
No of Times Used -- This metric shows the total no. of calls or meetings having the scorecard mapped and used for scoring in the selected date range.
Total Questions Scored -- This metric shows the total number of questions scored in a call / meeting across all the scorecards.
Avg Overall Rating -- This metric shows the Average rating scored by the user across all the scorecards used in a call /meeting.
Calls Listened -- The number of unique calls users have listened to in the selected date range. Listening to calls/meeting recordings provides valuable data-driven insights and performance metrics, helping to identify patterns and improve sales techniques. It aids in training and coaching by offering practical examples and constructive feedback. Additionally, analyzing calls enhances customer sentiment understanding and overall experience. This leads to more effective communication, improved sales outcomes, and better customer relationships.
Calls Commented -- This metric shows the the number of unique calls where users added their comments. It can be helpful in different ways, such as, adding a part of a conversation to the playlist they want to listen to again, clarifying something with another team member, or marking something as a feature request.
Calls Scored -- Scoring a call is an essential tool for coaching and developing sales teams, helping to improve their effectiveness and drive better sales outcomes. W.r.t, this metric, you will be able to see the number of unique calls users have scored in the selected date range.
Action Items Completed -- Post call analysis, Outplay generates a list of action items from that recording. The metric shows that how many action items are completed by the user for the recordings in that date range.
Starting Time -- Average time taken to start asking the topics. It is calculated as -- Total start time of the topics in the call / total no. of calls
Duration -- Average duration for the team is calculated by adding the duration a topic was discussed across all team calls, divided by the number of team calls. The average duration for each team member is calculated by adding the duration a topic was discussed by the team member, divided by the number of their calls.
Updated on: 16/09/2024
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