Track performance with Analytics
- 21 minute read
- Contributors
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Track performance with Analytics
- 21 minute read
- Contributors
- PDF
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Note:
Working with Gong Engage requires an Engage seat.
Who's this for? Reps
Where to go? Sidebar > Engage > Analytics
Do you know how effective your team's outreach efforts are?
For managers, 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.
Do you want to know how you can increase conversion rates?
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.
Understand what's working and what's not
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 > Analytics. 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.
The data here is divided into 3 main 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, Gave referral, Bad fit, Opt out, 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, Gave referral, Bad fit, Opt out, 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, Gave referral, Bad fit, Opt out, Not interested (other) |
Connected call outcomes (AI) | AI-generated call dispositions. Includes connected recorded calls only | Follow up, Meeting booked, Bad timing, Bad persona, 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.
See how your reps' personal flows are performing: Everyone in your organization can see everyone else's personal flows, but which metrics each team member can drill down into depends on their permissions. Hover over the Personal label to see who created the 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.
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:
|
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 |
Who can use Analytics?
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.
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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