Overview
Call analytics shows how your team’s calls progress from dials to conversations and meetings. Use it to compare reps, review activity over time, and identify where follow-up or coaching could help. Open Insights → Call analytics. The report uses call dispositions to classify outcomes. Choose the date range and, if needed, use the user filter to focus on selected reps. Calls are grouped by when they began.Understand the funnel
The funnel counts outbound calls and calls logged manually with a disposition. Disposition categories determine which stages a call reaches:
Each conversion rate compares a stage with the preceding stage: connects divided
by dials, conversations divided by connects, and meetings divided by
conversations. For example, 10 dials, five connects, three conversations, and one
meeting produce conversion rates of 50%, 60%, and about 33%.
Use consistent disposition categories across your team so the same outcome is
counted consistently. A meeting disposition also contributes to the conversation
and connect totals.
Compare reps and activity
The Team performance table shows counts and conversion rates for each rep. Click a column heading to sort by that measure. Click a rep’s name to open their calls for the selected period and review the underlying activity. In Call metrics over time, use the per-period view to compare activity across the date range. Switch to Cumulative to see the running total. The conversion funnel summarizes how the selected calls progressed through each stage. The time measures provide additional context:- Total call time measures elapsed time from call initiation to completion.
- Talk time measures the recorded call duration.