Inside every call page, Gong surfaces interaction stats for that call. The stats help you understand how the call host performed during the call.
This is measurable data, which you can leverage to become more aware of yourself and, if necessary, improve your performance.
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To see your interaction stats, click
in the left panel.
The stats include:
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Talk Ratio – The percentage of the call in which the team member spoke. The recommendation is for no more than 65% of the time.
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Longest Monologue – The duration, in minutes, of the longest speech made by the team member. The recommended maximum length is no more than 2m 30s.
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Longest Customer’s Story – The duration, in minutes, of the longest customer-talking segment. This includes short team member interruptions. The recommended length is between 1 and 2 minutes.
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Interactivity – This shows how often the conversation switched back and forth from team member to customer and is on a 0–10 scale. The recommended grade is 5 or more.
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Patience - This shows how long the team member waits after the customer completes talking before taking over the conversation. The recommended wait time is between 0.6 and 1 second.
If your org has enabled Whisper to see call interaction stats, you'll see a green or yellow dot next to the stats icon. Green indicates that you are within the recommended range, whereas the yellow dot indicates that you are outside the recommended range. See also: The magic of Whisper
To view the stats for yourself across calls, click the link at the bottom of the statistics. This opens the Team stats page in the Insights tab. For more details, see About team stats.