Track performance with Analytics

As a manager, it can be hard to pinpoint which outreach efforts are working well and which ones are not. This information is critical for guiding your reps, and understanding which best practices can help make one rep more successful than another.

As a rep, it can be helpful to see how you stack up compared to other reps in your company, and see how you can improve.

Using a combination of manual input from reps and AI, Engage provides you with a full picture of the outreach methods team members are using and how they're performing. With these metrics, you can make data-backed decisions that help you and your team scale best practices and get rid of anything that isn't working for you.

To start leveraging the data, go to Engage and open the Analytics page.

The data here is divided into 3 main sections:

Activity

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.

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 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.

-

Performance

Use the filters in the top bar to refine performance 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.

Hover over the name of any metric to see its description.

Drill down into emails: You can explore the actual emails behind a data point without leaving Analytics. Click on data points under the Opened, Clicked, Reply rate, or Replies columns in the Emails table.

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 drawer.

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 drawer.

-

Flows

Hover over the name of any metric to see its description.

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.

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

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 less calls here than the total number of calls listed.

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. 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.

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 a manager, you can download Analytics to get even more detailed metrics.

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. For email metrics, you can see email outcomes generated by Gong AI.

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.

The outcomes are grouped into categories: