Engage Analytics
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Engage Analytics

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Article summary

Note:

Working with Gong Engage requires an Engage seat.

Who's this for? Reps & Managers

Where to go? Sidebar > Engage > Analytics

To optimize your team’s sales process and identify areas for improvement, visibility into team member activity is essential. Go to Engage from the sidebar and open Analytics to dig into the different engagement methods your team members are using, and understand how well your team’s emails, dialer calls, and flows are converting.

If you have an Engage license, you can use Engage Analytics. You will only see data in Analytics for people who also have an Engage license.

If you're a tech/business admin or manager, you can export a zip file to your email inbox that includes data for all team members beneath the manager you’ve selected, not only their direct reports, to get even deeper insights and create your own reports using Analytics data.

Analytics is divided into 3 sections:

Activity: Includes stats on how many times team members are using each engagement method (LinkedIn messages and connection requests, calls, emails, meetings and activated flows) so you can track progress toward goals

Performance: Learn about the quality of outreach of team members, including how many emails they send and how many responses they receive, how many dials your team members are making and how many of those dials are connected, how long their calls are, and which call outcomes they're selecting. Analytics also shows you your team's AI-generated call and email outcomes

Flows: Get the details on how many people were added to and completed each flow, how emails and calls within the flow performed (clicks, opens, replies), and how many meetings were booked

Note that the data you see in Analytics is different from the data you see in Gong Insights, as metrics are calculated based on different parameters.

To learn more about how Gong tracks email opens and link clicks, see How does email tracking work?

Dive into the metrics

Activity

Filters

Use the filters in the top bar to refine activity data by team and time frame.

Use the totals across the top for at-a-glance metrics. In the main table, hover over the name of a metric to see its description.

Team: To see a different team, click the manager name, and search for and select the team you want to view analytics for.

Time period: By default, today is selected. When a range is selected, both start and end dates are counted. For example, to see data for a full week, select a range from Monday to the following Sunday.

Focus on flow activity: Under + Add filter, you can select the Flow activity filter and set it to True. This filters all activity in the Activity and Performance tabs to show only flow-related activities. It also filters Replies and Meetings booked to show only the ones that are flow-related. This way, your numbers won’t be affected by any back-and-forth your reps have with prospects or customers.

View prospecting vs. non-prospecting activity: Under + Add filter, you can select the Account type filter to show activity based on account type in your CRM. This is helpful for managers whose reps both generate and manage pipeline, so you can focus on prospecting vs. non-prospecting activity.

Top performers

Easily identify the top performers for each activity metric to boost motivation within your team and recognize those who are putting in extra effort. A green crown next to a number indicates the highest number of activities. If you see a green crown next to overdue tasks, it indicates this team member has the lowest number of overdue tasks.

Drill down

Drill down into meetings booked: Click on a metric from the Meetings booked column to get details on each meeting that was booked without leaving Analytics. The drill-down opens up in a panel on the right.

Drill down into people metrics: Click on a metric from any of the People added, People in flow, and People activated columns to learn about which people and accounts reps are working on. Click on someone's name for more details such as name, title, and associated account.

Team activity

Metric

Description

Emails sent

Total emails sent to external people via Gong and other providers (Gmail, Outlook), excluding auto-replies and emails related to meeting invites (calendar invites, accept/decline messages)

Dialer calls

Total external dialer calls. Attempted and connected Gong dialer calls are counted. Other systems only counted when recorded

LinkedIn connects

Total LinkedIn connection requests marked as complete

LinkedIn messages

Total LinkedIn messages marked as complete

Conference calls

Total recorded meetings participated in with external people

Meetings booked

Total meetings created with external people during the selected time frame, where the rep is the organizer or the invitee, whether or not the invite was accepted. Meetings that are rescheduled are counted only once. If a meeting is canceled and then recreated, it will be counted more than once. Excludes recurring meetings

People activated

Total people added to a flow and marked as first step complete, by the rep

Overdue steps

Current total open flow steps where the due date has passed (not limited to selected dates). This means selecting different dates does not change the amount of overdue steps

Accounts and people in flows

Metric

Description

Accounts added

Number of accounts with at least one person added to a flow

People added

Number of people added to a flow. If someone is added to a flow and removed immediately, they still count towards people added

Accounts in flow

Number of accounts with at least one person currently in an active flow (not paused)

People in flow

Number of people currently in an active flow (not paused)

Performance

Filters

Use the filters in the top bar to refine activity data by team and time frame.

Team: To see a different team, click the manager name, and search for and select the team you want to view analytics for.

Time period: By default, today is selected. When a range is selected, both start and end dates are counted. For example, to see data for a full week, select a range from Monday to the following Sunday.

Focus on flow activity: Under + Add filter, you can select the Flow activity filter and set it to True. This filters all activity in the Activity and Performance tabs to show only flow-related activities. It also filters Replies and Meetings booked to show only the ones that are flow-related. This way, your numbers won’t be affected by any back-and-forth your reps have with prospects or customers.

View prospecting vs. non-prospecting performance: Under + Add filter, you can select the Account type filter to show performance based on account type in your CRM. This is helpful for managers whose reps both generate and manage pipeline, so you can focus on prospecting vs. non-prospecting performance.

Drill down

Drill down into emails: You can explore the actual emails behind a data point without leaving Analytics. Click on metrics under the Emails opened, Emails clicked, Bounced deliveries, Emails reply rate, or Replies columns in the Emails table.

Bounced deliveries: By drilling down into bounced deliveries, you can see the reasons behind bounced emails for each rep. You can also look at the emails themselves. The reasons an email bounced can include:

  • Bad address: this indicates a hard bounce and the rep will need to change the email address to send the email again

  • Temporary failure: this indicates a soft bounce, which can include many possible reasons such as the recipient's inbox being full or the connection timing out. The rep should try again later 

  • Other: this includes all other possible reasons the email could have bounced

When drilling down into email outcomes, you can filter the list of emails to see only the emails with specific outcomes. Click on a metric in the Email outcomes (AI) column, then select the relevant outcomes you want to see in the drill-down panel.

Drill down into calls: Click on a metric from the Total dialer calls column in the Dialer calls table to see all the call outcomes reported per rep, including "no answer" outcomes and their associated calls. Only calls with manual call outcomes are shown in the drill-down, which is why you might see less calls here than the total number of calls listed.

To see connected call outcomes and calls per rep, click on a metric from the Call outcomes (manual) column in the Dialer calls table. To drill down into the outcomes generated by Gong AI for a team member's calls, click on a metric from the Call outcomes (AI) column in the Dialer calls table.

When drilling down into call outcomes, you can filter the list of calls to see only the calls with specific outcomes. You can do this for both manual and AI call outcomes. Click on a metric in the table, then select the relevant outcomes you want to see in the drill-down panel.

Email metrics

Metric

Description

People emailed

Number of external email addresses the rep sent emails to via Gong and other providers. Includes recipients in “To” field only

People replied

Number of external people the rep sent emails to via Gong and other providers that replied. Includes recipients in “To” field only. If multiple people reply to the same email, they're counted as one reply

Total emails sent

Total emails sent to external people via Gong and other providers (Gmail, Outlook), excluding auto-replies and emails related to meeting invites (calendar invites, accept/decline messages)

Emails sent via Gong

Number of emails sent to external people from the Gong email composer

Auto emails steps completed

Number of automatic email flow steps completed. Excludes emails that were supposed to be sent as auto emails but got sent manually

Bounced deliveries

Percent of bounced email deliveries out of total attempted email deliveries to external recipients in the "To" field. Includes emails sent via Gong and other providers (Gmail, Outlook)

For example, let's say email 1 has 5 recipients in the "To" field and 4 recipients bounced. Then another email 2 is sent to 1 person and it doesn't bounce. Out of those 2 emails, there are 6 total recipients, of which 4 bounced, giving us a bounce rate of 2/3 or 66.67%.

Gong emails opened

Percent of emails opened out of total emails sent from the Gong email composer

Learn more about How email tracking works in Gong

Gong emails clicked

Percent of emails where at least one link was clicked out of total emails sent from Gong. For example, if there are 10 links in an email, only one link has to be clicked to count

Emails reply rate

Percent of emails sent via Gong and other providers that received a reply from an external person within 14 days. Excludes auto-replies. It's recommended to expand your selected time frame to see replies as some replies could be received a few days after an email was sent

Replies

Number of email replies received from external people. Excludes auto-replies

Email outcomes (AI)

Automatic email labels, generated by Gong AI for replies from prospects

Dialer call metrics

Metric

Description

Call outcomes

Total dialer calls

Number of Gong dialer calls answered by the target person where the person did not hang up, based on manual call outcomes. Attempted and connected Gong dialer calls are counted. Calls from other systems are only counted when recorded

No voicemail, Left voicemail, Not in service, Busy, Follow up, Meeting booked, Bad timing, Has a solution, Bad persona, Wrong number, Gave referral, Bad fit, Opt out, Gatekeeper, Not interested (other)

Call connect rate (Gong dialer)

Percent of calls answered by the target person where the person did not hang up out of the total Gong dialer calls, based on manual call outcomes

Follow up, Meeting booked, Bad timing, Has a solution, Bad persona, Wrong number, Gave referral, Bad fit, Opt out, Gatekeeper, Not interested (other)

Avg. call duration (Gong dialer)

Average length in minutes of recorded and connected calls made with the Gong dialer

Follow up, Meeting booked, Bad timing, Has a solution, Bad persona, Wrong number, Gave referral, Bad fit, Opt out, Gatekeeper, Not interested (other)

Connected call outcomes (manual)

Manual call dispositions, selected by the rep. Includes connected calls only

Follow up, Meeting booked, Bad timing, Has a solution, Bad persona, Wrong number, Gave referral, Bad fit, Opt out, Gatekeeper, Not interested (other)

Connected call outcomes (AI)

AI-generated call dispositions. Includes connected recorded calls only

Follow up, Meeting booked, Bad timing, Bad persona, Gatekeeper, Not interested (other)

Flows

Filter and sort

You can sort flows according to the number of people added, number of people active in the flow, opened, clicked, replied, call connect rate, and meetings booked. To focus on a specific subset of flows and evaluate their performance, you can filter flows by flow properties such as flow creator, team, team members, and date.

Drill down

Drill down into flows: Expand a flow to view its steps. From here, you can drill down into step metrics, or click on a step to view and/or edit it, depending on whether it's a personal flow or a company flow.

Meetings booked: Click on a metric from the Meetings booked column to get details on each meeting that was booked without leaving Analytics. The drill-down opens up in a panel on the right. Note that the numbers in table and the numbers in the drill-down might not match — the metric you see in the table includes meetings that were canceled, while the list of meetings you see in the drill-down does not show canceled meetings.

Connected calls: Once the flow is expanded, click on a value in the Connected calls column to see connected call outcomes for calls associated with a specific call step in a flow. Only calls with manual call outcomes are shown in the drill-down, which is why you might see fewer calls here than the total number of calls listed.

Flows vs. steps

Note that performance metrics are counted differently on the flow level vs. the step level. Flow-level metrics count the number of flows or people, while step-level metrics count activities. For example, on the flow level, "Opened" tracks the percent of flows with at least one email opened. On the step level, it tracks the percent of emails opened.

Which flows are excluded from Analytics?

We exclude any flows that have 0 for all statuses (added, in progress, and finished). We also exclude any flows that are set to Hidden. Flows that are set to Hidden are not available for team members to select when manually adding someone to a flow.

Flow metrics

Metric

Description

Added

Flows: Number of people that have been added to the flow

Steps: Number of to-dos that were generated for this step

In progress

Flows: Number of external people currently active in the flow

Steps: Number of to-dos generated for this step that are currently open

Finished

Flows: Number of times the flow was completed, or the person was removed from the flow

Steps: Number of to-dos generated for this step that were marked as complete by the rep

Opened

Flows: Percent of flows with at least one email opened

Steps: Percent of email steps that were opened out of total emails sent

Learn more about How email tracking works in Gong

Clicked

Flows: Percent of flows with at least one link in an email clicked

Steps: Percent of emails with at least one link clicked out of total emails sent

Replied

Flows: Percent of flows with at least one email reply received. Excludes auto-replies

Steps: Percent of steps with email replies out of total emails sent. Excludes auto-replies

Connected calls

Flows: Percent of flows with at least one connected call, based on call disposition. Includes calls made from Gong dialer only

Steps: Percent of steps with a connected call, based on call disposition. Includes calls made from Gong dialer only

Meetings booked

Flows: Number of flows where at least one meeting was booked with the person in the flow and any rep from your company within 60 days of the person being added to the flow, whether or not the invite was accepted. If multiple meetings were booked from a single flow, the flow is only counted once. Even if a meeting is rescheduled or canceled and then recreated, it will only be counted once. Excludes recurring meetings.

Steps: number of steps where a meeting was booked with the person in the flow and any rep from your company within 60 days of the person being added to the flow, whether or not the invite was accepted. Excludes recurring meetings.

A meeting is attributed to a flow, step, and rep based on the last completed step from the last 14 days. If there is no completed step from the last 14 days, the meeting is attributed based on the last open step. This can include canceled meetings as meetings are counted based on calendar bookings. Only meetings that were booked on or after October 1, 2023 are counted. If a contact or lead is assigned to a new rep and the new rep is assigned to the flow, the meeting will be attributed to the new rep.

Call and email outcomes

When exploring dialer call metrics, you can see which call outcomes were manually selected by reps (manual) and which call outcomes were generated by Gong AI. Unlike call outcomes where you have both manual and AI-generated outcomes, email outcomes are AI-generated only.

You can drill down into call and email outcomes by clicking on a metric in the Connected call outcomes (manual) column, Connected call outcomes (AI) column, or the Email outcomes (AI) column to open a panel on the right.

Sales_engage_analytics_connected_call_outcomes_drilldown.jpg

The outcomes are grouped into categories:

  • Positive (green)

  • Neutral (gray)

  • Negative (red)

Outcome categories

Outcome category

Call outcomes (manual)

Call outcomes (AI)

Email outcomes

Positive (green)

Meeting booked

Follow up

Gave referral

Meeting booked

Follow up

Wants to meet

Wants info

Interested

Referral

Neutral (gray)

Gatekeeper

Has a solution

Gatekeeper

Has a solution

Negative (red)

Bad timing

Bad persona

Bad fit

Hung up

Opt out

Wrong number

Not interested (other)

Bad timing

Bad persona

Not interested (other)

Bad timing

Bad persona

Not interested

Opt out

Call outcomes

Below is a list of all possible call outcome options and their descriptions.

Outcomes marked as 'Answered' are part of the answered call outcomes category, meaning the call was answered by a person.

Call outcomes (manual)

Call outcome (manual)

Description

No voicemail

Rep didn't leave a voicemail

Left voicemail

Rep left a voicemail

Not in service

Number is not in service

Busy

Line is busy

Follow up - Answered

Person asks for more information, asks to call back, or hasn't decided yet

Meeting booked - Answered

Person agrees to meet, or rep sends an invite

Bad timing - Answered

Person says they're not interested right now or in the near future

Has a solution - Answered

Person says they have a solution with a competitor

Bad persona - Answered

Person says they are not the right person, and doesn't provide a referral

Wrong number - Answered

Number is wrong

Gave referral - Answered

Person directs to someone else

Bad fit - Answered

One of the sides says it's a bad fit

Opt out - Answered

Person asks not to be contacted again

Hung up - Answered

Person hangs up

Gatekeeper - Answered

Gatekeeper answers and rep can't reach targeted person

Not interested (other) - Answered

Person says they're not interested

Call outcomes (AI)

Call outcome (AI)

Description

No voicemail

Rep didn't leave a voicemail

Left voicemail

Rep left a voicemail

Follow up - Answered

Person asks to call later or follow up with information

Meeting booked - Answered

Person agrees to meet or rep says they will send an invite

Bad timing - Answered

Person says they're not interested at this time, or in the near future

Bad persona - Answered

Person says they're not the right person to talk to/wrong number

Gatekeeper - Answered

Another person answered and did not direct the call to the desired person

Not interested (other) - Answered

Person is not interested

Email outcomes

Below is a list of all possible email outcome options and their descriptions.

Email outcome (AI)

Description

Wants info

Person asks for additional info or asks questions

Wants to meet

Person agrees to meet

Interested

Person expressed interest

Referral

Person provides a specific name, email address, or role of another person

Bad persona

Person's response is one of the following:

  • Solution is not relevant for them specifically

  • They're not the right person

  • They're no longer in the company or the relevant role

Has a solution

Person says they already have a solution

Bad timing

Person says it's bad timing or suggests to reconnect in the future

Opt out

Person asks to stop receiving emails

Not interested

Person says they're not interested

What you get when exporting Engage Analytics

Note:

Only managers and profiles that manage business admins can export Analytics

When you export Engage Analytics to your email inbox, the file you receive includes data for all team members beneath the manager you’ve selected, not only their direct reports. You can export large time frames and data sets, including analytics for managers of managers. It comes with a zip file containing 4 files: Calls, Emails, Meetings, and Flow Steps.

Note that the data in these files includes activities with external (non-company) people only.

Here are more details about each file:

Calls file

Each row in this file represents a call.

Data point

What it means

Call ID

Gong ID of the call

Date

Date and time when the call took place

Rep ID

Gong ID of the rep

Rep name

Full name of the rep

Rep email

Email address of rep

Call owner

Owner of the call when the call was recorded

Rep manager

Full name of the rep's direct manager

Account

Account the person is associated with

Account CRM ID

CRM ID of the account the person is associated with

Opportunity CRM ID

CRM ID of the opportunity associated with the call. If there is no associated opportunity, this field is empty

Prospect name

Name of the contact(s) or lead(s) on the call

Prospect CRM ID

CRM ID of the contact

Number of prospects

Number of external participants on the call

Meeting provider

Meeting or call provider, such as Gong Connect

Direction

Direction of the call: inbound, outbound, or unknown

User phone number

Phone number of the rep on the call

*currently not available

Prospect phone number

Phone number of the external person on the call

*currently not available

Duration

Call duration in seconds

Call outcome (manual)

Call disposition, manually selected by the rep. Applies to dialer calls only

Call outcome (AI)

AI-generated call dispositions. Applies to answered, recorded calls only

Title

Title of the call

URL

Link to the call in Gong

Emails file

Data point

What it means

Email ID

Gong ID for the individual email. Each email in a thread receives a unique email ID

Message ID

Email ID as given by the provider, e.g., Gmail

Thread ID

Gong ID for the email thread. Emails from the same thread will have the same thread ID

Direction

Direction of the email: inbound, outbound, or unknown

Rep ID

Gong ID of the rep

Rep name

Full name of the rep

Rep email

Email address of rep

Rep manager

Full name of the rep's direct manager

From

Full name and email address of the email sender

To

Full name and email address of the email recipient

Cc

Full name and email addresses of people in Cc

Account

Account the person is associated with

Account CRM ID

CRM ID of the account the person is associated with

Opportunity CRM ID

CRM ID of the opportunity associated with the email. If there is no associated opportunity, this field is empty

Prospect name

Name of the contact(s) or lead(s) on the call

Prospect CRM ID

CRM ID of the contact

Number of prospects

Number of external participants on the call

Gong composer

True = email was sent from Gong email composer

Bounced email

Email address of the person or people whose email was bounced

Bounced reason

The reason(s) the email was bounced (‘Bad address’ or ‘Temporary failure’, or ‘Other’)

Email opened

Number of times the email was opened since it was sent, regardless of the time frame selected

*Currently, Gong only tracks email opens if the email was sent from Gong

Learn more about How email tracking works in Gong

Email clicked

Number of clicks within the email since it was sent, regardless of the time frame selected

*Currently, Gong only tracks email clicks if the email was sent from Gong

Replied by

Email ID as given by the provider, i.e. Gmail, for the email reply to this email

Replying to

Email ID as given by the provider, i.e. Gmail, for the email that this email is replying to

Labels

Gong email labels generated by machine learning models, such as 'Scheduling', 'OOO'

Title

Subject of the email

URL

Link to the call in Gong

Meetings file

Data point

What it means

Meeting ID

Gong ID of the meeting

Calendar ID

Calendar ID as given by the provider, e.g., Google Calendar

Call ID

Gong ID of the call

Date created

Date and time the meeting was added to the calendar

Meeting date

Date the meeting is scheduled to take place

Rep ID

Gong ID of the rep

Rep name

Full name of the rep

Rep email

Email address of rep

Organizer

Email address of the meeting organizer

Rep manager

Full name of the rep's direct manager

Account

Account the person is associated with

Account CRM ID

CRM ID of the account the person is associated with

Opportunity CRM ID

CRM ID of the opportunity associated with the meeting. If there is no associated opportunity, this field is empty

Prospect name

Name of the contact(s) or lead(s) on the meeting

Prospect CRM ID

CRM ID of the contact

Number of prospects

Number of external participants on the meeting

Meeting accepted

True = at least 1 of the external participants accepted the meeting invite

Title

Title of the meeting

URL

Link to the meeting in Gong

Flow steps file

This file includes all types of flow steps, some of which also appear in other files (calls and emails). Each row represents a step in the flow.

Email engagement metrics appear in the email table, so to see how many emails were opened, clicked, and replied to from a flow step, join the email and flow steps tables.

It may appear that some values are missing — this is because not all fields are applicable to every flow step. For example, for flow steps that are not calls, you won’t see a call ID.

For flow steps that didn’t happen yet, there is no date listed. Note that all dates are listed in UTC.

Data point

What it means

Date

Date and time the flow step was executed. If the step is still open as a to-do, no date is shown

Rep ID

Gong ID of the rep

Rep name

Full name of the rep

Rep email

Email address of rep

Rep manager

Full name of the rep's direct manager

Account

Account the person is associated with

Account CRM ID

CRM ID of the account the person is associated with

Prospect name

Name of the contact(s) or lead(s) on the step

Prospect CRM ID

CRM ID of the contact

Call ID

Gong call ID(s) associated with the to-do

Email ID

Gong email ID associated with the to-do

Flow ID

ID of the flow that the to-do was created from

Flow name

Name of the flow

Step ID

ID of the flow step that the to-do was created from

Step type

Type of step: LinkedIn connect, LinkedIn message, email, call, custom task, auto email

Step number

Step number in the flow, e.g., 3

To-do ID

ID of the to-do in Gong

To-do status

Status of the to-do: completed, dismissed, open (in progress), deleted (expired)

To-do status reason

Source of the given status, e.g., user action

Due date

Due date of the to-do

To-do status

To-do statuses are reflected in Analytics data as follows:

Status

Description

Deleted

The to-do was automatically deleted because the flow was removed

Dismissed

The user manually dismissed the to-do

Done

The to-do was marked as complete

Expired

The to-do was expired because it was open for over 30 days without being actioned

Open

The to-do has been open for less than 30 days and has not been actioned

Analytics FAQs

Analytics data

How often is the data in Analytics updated?

Gong pulls data from multiple different sources to generate Analytics, so depending on the source, data on the page gets updated between once every few minutes and once an hour.

Calls

Are dialer calls limited to contacts and leads?

Dialer calls in Analytics refer to any outbound calls, even if they're not to contacts or leads.

Why are there more options for manual call outcomes than AI call outcomes?

The options for manual call outcomes and AI call outcomes are similar but not identical. Manual call outcomes are more specific and are manually selected by the rep who's making the call.

Why do I see different numbers under manual call outcomes and AI call outcomes for the same disposition?

  • AI call outcomes are only applied on recorded calls, while manual call outcomes are applied to both recorded calls and non-recorded calls, resulting in more calls with manual call outcomes

  • In some cases, reps don't fill out dispositions, but the AI does, resulting in higher numbers of calls with AI call outcomes

  • In some cases, reps fill out the wrong disposition. For example, they might choose "No voicemail" when the call was answered and there's another call outcome. This can also cause AI to classify more calls as 'connected calls' than calls that are classified as 'connected calls' based on manual call outcomes

Do conference calls include non-recorded calls?

Conference calls refer only to recorded calls.

Emails

Does every reply to a thread count as an email reply?

If a rep sends an email and the person replies 3 times, this is counted as 1 email reply. If a rep sends an email, the person replies, the rep replies again in the thread, and the person replies again, this is counted as 2 email replies.

Tracking

Does Gong Engage track overdue tasks?

Yes, Engage tracks overdue tasks. You can see them in Analytics under Activity. Note that the number in this column reflects the current number of overdue tasks, regardless of the dates you've selected.

How does Gong Engage track email opens?

Gong only tracks email opens for emails that were sent from the Gong email composer. This includes flow emails, as flow emails are sent from within Gong. This is done using a tracking pixel. Learn more about How email tracking works in Gong.

Flows

What is the difference between 'People added', 'People activated', and 'People in flow' in the Activity section?

Look at the 'People added' metric to understand the number of people a rep intends to start working on through flows. Even if someone is added to a flow and removed immediately, they still count towards 'People added'. Look at the 'People activated' metric to understand the number of people a rep actually started working on through flows that passed the first flow step. Look at the 'People in flow' metric to understand how many people are in active flows now, regardless of date selection.

The numbers don't always add up because reps don't always activate people on the same date they add them. Sometimes, a rep might not activate all of the people they added to flows, or they might activate people that they added to flows before the selected period. This can result in the differences between the metrics.

What are 'activated flows'?

A flow is considered 'activated' when someone is added to a flow and the first step is marked as 'complete' by the rep.

What is the difference between metrics on the flow level and metrics on the step level?

Performance metrics are counted differently on the flow level vs. the step level. Flow-level metrics count the number of flows or people, while step-level metrics count activities. For example, on the flow level, "Opened" tracks the percent of flows with at least one email opened. On the step level, it tracks the percent of emails opened.

Meetings

How does Engage Analytics attribute meetings to flows, steps, and reps?

A meeting is attributed to a flow, step, and rep based on the last completed step from the last 14 days. If there is no completed step from the last 14 days, the meeting is attributed based on the last open step.

Do meetings that were rescheduled count toward meetings booked?

No. We use the Gong ID to track meetings, meaning that a rescheduled meeting has the same ID, so we only count it once.

Engage Analytics vs. Gong Insights

What is the difference between Engage Analytics and Gong Insights?

While there are a few data points that overlap between Analytics and Insights, they present 2 different perspectives. Insights provides a 360° view on reps' activity and performance, while Analytics shows summarized data points that are specifically related to the sales process and contact/lead engagement.

Gong Insights: Use Insights to find out how you or your team are performing using stats on their interaction during sales calls. Find out whether they're adopting strategies which will improve their win rate, and whether they are pushing your initiatives. You can also get a sense of how market forces are affecting your business.

Engage Analytics: Use Analytics to get a summary of rep activity when it comes to engagement with contacts and leads. Analytics also gives you stats on contact and lead activity (e.g., email replies) and flow activity (e.g., overdue flow steps).

What is the difference between calls in Gong Insights and dialer calls in Engage Analytics?

There are a few main differences between the metrics you'll see about calls in Gong Insights and the metrics you'll see about dialer calls in Engage:

  • Recording: In Insights, only recorded calls are counted. In Engage, non-recorded calls are counted too.

  • Call providers: In Insights, the calls counted can come from Zoom, the Gong dialer, uploaded, API, and other conference call providers. In Engage, we only count dialer calls in dialer call metrics.

  • Call duration: In Insights, recorded calls that passed the company's configured minimum duration are included. In Engage, any duration is counted as a call.

  • Data freshness: In Insights, the data is refreshed twice a day (at 12 AM PST and 12 AM GMT). In Engage, we show the dialer call data as soon as it's captured in Gong.

  • Permissions: In Insights, we aggregate the calls the person has permission to access. In Engage, we aggregate all calls.


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