--- title: "Understand your team's call stats" slug: "understand-your-team-s-call-stats" updated: 2026-11-05T12:30:55Z published: 2026-11-05T12:30:55Z canonical: "help.gong.io/understand-your-team-s-call-stats" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gong.io/llms.txt > Use this file to discover all available pages before exploring further. # Understand your team's call stats > **Who can use this**: Any team member > > **Available on**: Any Gong plan > > **Ideal for**: Managers, enablement leaders, RevOps > > **Required permissions:** Team page under Insights and Insights stats Call stats show how your team spends time on calls and how they run their conversations, so you can spot habits worth coaching, for example before a 1:1. Find them on the Team page in Insights, in the menu on the left. The stats cover recorded calls only. To see how much coaching your team gives and receives, see [Check how your team is being coached](/v1/docs/check-how-your-team-is-being-coached). To check whether your team is picking up a new message or sales play, learn more about [tracking initiative adoption](/v1/docs/track-adoption-of-strategic-initiatives). ## Set the view Choose whose stats you want to see and for which calls. The same view applies to every stats category. **To set the view:** 1. From the left sidebar, click **Insights**, and select **Team**. 2. At the top of the page, select the manager whose team you want to see. To compare several teams or team members, click **Select multiple teams or members**. 3. Select the time period and the call category. 4. (Optional) To see a row for each person instead of team totals, click **Individuals**. 5. (Optional) To count calls each rep joined as well as the calls they hosted, click **Attended**. 6. In the menu on the left, select a stats category. To see one person's stats, click their row. ## Activity stats - **Call duration:** Average length of a team member's calls. - **Call volume (weekly):** Average number of calls per week. - **Time spent on calls (weekly):** Average number of hours a team member spends on calls per week. - **Total call volume:** Average total number of calls each team member had in the selected period. - **Time spent on calls:** Average total time each team member spent on calls in the selected period. ## Interaction stats - **Talk ratio:** The share of the call a rep spends talking. The highest converting talk-to-listen ratio on B2B sales calls is about 43:57, with 43% being the rep's side. - **Longest monologue:** The longest stretch a rep speaks without a break. Aim for no more than 2 minutes 30 seconds at a time. - **Longest customer story:** The longest stretch a customer speaks without a break. It shows whether customers had the chance to share their priorities and needs. - **Interactivity score:** How often the conversation switches between the company side and the external participants. Short interruptions such as "yes" or "right" aren't counted. Aim for a score of 5 or more. - **Patience:** How long a rep waits after the customer stops talking before speaking. Aim for 0.6 to 1 second. - **Question rate:** Average number of questions a rep asks in a one-hour conversation. Aim for 18 or more. > [!TIP] > Tip: > > When you look at interaction stats, consider filtering by call category, because you may expect the stats to change by deal stage. For example, reps may talk more in a demo than in other stages. Six stats are calculated for all company participants on a call, not for each team member separately. Every team member on the call gets the same number, regardless of how much they spoke: - Longest customer story - Interactivity - Question rate - Fast team response - Team response time - Team response rate ## Responsiveness The **Responsiveness** tab in the menu on the left shows how quickly your team responds to emails. These stats include emails sent to or received from leads or contacts in your CRM that need a response. Automatic replies, such as out-of-office emails, aren't included. Emails that don't need a response, such as meeting confirmations and thank-you emails, aren't included either. - **Fast team response:** Percentage of emails responded to within 24 hours, including non-working hours. - **Team response time:** Average time the team member takes to respond to an email. Emails responded to after 7 days aren't included. - **Team response rate:** Percentage of emails responded to within 7 days, including non-working days. Only emails in the selected time period are included. When an email goes to several team members and one of them replies, the reply counts for all of them. > [!NOTE] > Note: > > Responsiveness stats need Gong to capture your team's emails, so they aren't available on Gong Call Essentials. ## Topics and trackers - **Topics:** Topics come from the topic models your business admin sets up. A topic must come up in at least four calls to be counted. Topics that come up in fewer calls show N/A. The **Duration** tab shows the average time your team spends on each topic. Click a topic to see each team member's average. - **Trackers:** Tracker mentions show the percentage of calls in which each tracker came up. Your admin chooses which trackers appear here. A mention counts whoever said it on the call. ## Supported languages Call stats are available for calls in all supported languages. The exception is AI trackers, which are only available in English. ## Review scorecards See how each scorecard is being scored for your team. Open the **Scorecards** tab on the Team page, select a scorecard to see its questions, and click a question to see the details per team member. Scorecard data covers calls owned by the selected team and scored by any team member in your company. Private scorecards aren't included. The **Scorecards** tab is available on Enable Essentials and Enable. ## Frequently asked questions ****How are the interaction stats calculated?**** Gong calculates each stat per call, then averages it across the team member's calls: - **Talk ratio:** The percentage of each call the team member spent speaking. - **Longest monologue:** The longest stretch the team member spoke on each call, whether they hosted or attended it. - **Longest customer story:** The longest stretch a customer spoke on each call. - **Interactivity score:** Gong counts the switches between the company side and the external participants in each 5-minute block of the call, then averages the blocks. For example, 4 switches in the first 5 minutes and 2 in the next give a score of 3. The score is capped at 10. Only calls with an interactivity score between 1 and 10 and a talk ratio between 1% and 99% are included. - **Patience:** Gong takes the median pause before the team member speaks on each call, then averages the medians. For example, medians of 0.6 and 0.7 seconds give a patience of 0.65 seconds. - **Question rate:** Gong scales each call's question count to one hour. For example, 5 questions in a 20-minute call is a rate of 15. ****How are the responsiveness stats calculated?**** Fast team response and Team response rate are based on every email in the selected period that needed a response. An email answered more than 7 days after it arrived counts as not answered. Team response time only uses emails answered within 7 days, so it is often based on fewer emails than the other two stats. Any team member can access this feature if they have the required permissions. Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats). A team member who manages and optimizes revenue-related workflows by managing business entities such as metrics, targets, and dashboards.