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Open: Reporting → Sales & Pipeline.

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Customer engagement and lead sources

Review Customer engagement cadence for contact/follow-up context and the lead-source table for the displayed acquisition and outcome measures. Read the selected reporting period before comparing sources.

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Rep Phone Performance

  1. Choose the phone-reporting period.
  2. Review team totals.
  3. Expand a representative.
  4. Compare connected talk time, answered calls and total calls.
  5. Review the outcome breakdown and activity heatmap.
  6. Open a call’s detail, recording or transcript where available.
The heatmap shows when recorded call activity occurred in the reporting timezone. Use it to discuss coverage and follow-up patterns. Inspect the individual calls to understand an unusual day. Connected talk time is different from ringing time or number of attempts. Recordings and transcripts depend on capture and permissions; a missing recording does not mean no call happened.

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Use the numbers fairly

Check inactive members, attribution, period boundaries and inbound/outbound outcomes where shown. High call volume alone does not establish quality, productivity or sales success. Pair the data with customer outcomes and conversation context.