Four reports help you to track the activities that lead to deal outcomes. These include the Activity Overview report, the Call Outcomes report, the Email Outcomes report, and the Visit Outcomes report.
Before you can view these activity reports, you need to first enable those features in your Sell account (seeActivating Sell Voice,Connecting your email with Zendesk Sell, andTracking visits in Zendesk Sell).
This article covers the following topics:
Viewing activity reports
To view the activity reports
- On the Sell sidebar, clickReports(
). - On theReportspage, clickActivity Reports(
). - UnderActivity Overview, click any of the following reports to view:Call Outcomes,Email Outcomes, orVisit Outcomes.
Activity Overview report
After you’ve activated the Voice, Email, and Visits features in your Sell account, these activities will be tracked in the Activity Overview report. This report tracks the following activities:
- Calls made
- Emails sent
- Appointments held
- Tasks completed
- Notes taken
- Text messages sent
- Visits
You can view the activities for either sales reps or sales teams. You can also choose which of the activities you want to track by selecting or deselecting the specific activities, which are shown at the bottom of the report. For example, if you only want to view the activity for calls made, select only that activity.
You can apply filters to show activities for leads, contacts, and deals; select specific teams, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity by using the Data Scrub slider.
Appointments held is the number of appointments that you've had in the time period that you specified for the report. The appointments must be associated with a contact or a deal to be factored into this number. This includes all appointments that are associated with a contact or lead on the account and is not dependent on whether they were created in Sell or in an external calendar that has been connected to Sell, such as Google, or Microsoft).
Call Outcomes report
This report shows you the outcomes of calls made to leads and contacts. There are three default outcomes that are tracked (Not interested, Left voicemail, and No answer), and you can customize these. You can view the outcomes by teams (Sales Teams) and team members (Sales Reps).
You can specify the date range you want to view and in slices of time that you want to see (for example, all call outcomes for the previous quarter by month).
To get the most out of this report, call outcomes should be entered after each call has ended. Your list of outcomes can be customized.
编辑your call outcomes list
- On the Sell sidebar, clickSettings(
), then clickCommunication Channels > Voice and text. - Click theCall Outcomestab.
- Add a call outcome by selecting+Add Call Outcomeor edit an existing call outcome by selectingEdit.
You can apply filters to show activities for leads, contacts, and deals; select specific team, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity using the Data Scrub slider.
Email Outcomes report
This report shows you the outcomes of email messages sent to leads and contacts. There are two default outcomes that are tracked (Sent - no reply and Replied). You can view these outcomes by teams (Sales Teams) and team members (Sales Reps).
Note: You need to integrate your email before you can view this report (seeConnecting your email with Zendesk Sell).
You can specify the date range you want to view and in slices of time that you want to see (for example, all call outcomes for the previous quarter by month).
You can apply filters to show activities for leads, contacts, and deals; select specific team, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity using the Data Scrub slider.
Visit Outcomes report
Similar to the Call Outcomes and Email Outcomes reports, the Visit Outcomes report tracks the contact your sales teams and members have with leads and contacts. In this case, that contact is in the form of in-person visits with those contacts. This data is captured manually using the Zendesk Sell mobile app.
For information about setting up the Visits feature seeTracking visits in Zendesk Sell.
The visit outcomes that are tracked include the following: Interested, Not Interested, No Answer, Come Back Later, and Customer Onsite. You can edit and add to this list on theVisits settings page.
12 Comments
Hello Sophie,
Is there a way to see a daily view of email/calls made but filtered throughout the whole month? I see from your screenshots above that everything is shown in a monthly view.
Also, I hope Wayne was able to resolve their issue because no one responded to their comments here.
Thank you,
Hi Jay, When working with the Activity Overview Report, the time parameter can be set to whatever you like!
Hello Laura,
I apologize, I found it. I did not have the daily filter set.
Glad to hear you are all set there, Jay!
Laura Hippert | Zendesk Sell Specialist | Senior Customer Advocate
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Hello, Activity reports indicate the amount of activity total or per contact?
例如,如果我发送3封电子邮件single contact, how much does the report show in emails? 3 or 1?
I am interested in knowing how much activity / effort on average I do per contact or lead.
Thanks
Hi Esther,
If you send three emails to a single contact, the report will also count and includes the thread. So the answer is three, I hope this answer your question.
hi is it possible to set up the reports to be emailed to our execs on a set period please, e.g. weekly or monthly?
Hi Mark,
Did some research about this and I didn't find any option to share these reports. A possible alternative would be to use Explore for reporting on Sell data and share reports from there. A downside to this is that the metrics and attributes for Sell dataset is limited as it is currently in Beta. See these resources for more information;
Sharing dashboards
Metrics and attributes for Zendesk Sell (Beta)
Once you customize an activity overview report with some filters, how can you save that report?
I have tested it on my end. Once you have setup the date range and filters, it will be retained when you visit the activity reports again.
Can you add this report to the dashboard home page?
I'd recommend sharing this feedback in ourFeedback - Sales CRM (Sell)for our product managers to review.
Thanks for taking the time to share this with us!
Pleasesign into leave a comment.