Overview
SalesExec reports cover three areas: lead outcomes (contact rate, conversion and lead penetration), call activity in the SalesExec Dialer (formerly RingResponse), and agent activity. Several reports show a contact rate, and each one defines it in its own way. This article lists the reports, explains what each one measures, and shows how to keep the data accurate.
Tip
Choose one contact-rate definition and use it every time you compare periods or teams.
Step 1: Make sure the data is being recorded
Reports can only count what agents log. In your Sales Workflow, open each action that represents a call outcome (More > Settings > Sales Workflow, then the pencil next to the action). See Configure Actions in a Sales Workflow.
Turn on Contact Attempted + Made for every action that represents a call attempt. Its UI help says it "directly factors Response Time calculations when considering speed to contact on new leads within SalesExec."
Set System Contact Type to Phone for call outcomes.
Turn on Contact Made only for actions where the agent reached the lead. Its tooltip says "This is used to calculate Contact Rate percentages in reporting."
Have agents select an action after every call so leads move through their statuses. See Using Actions (Dispositions).
Give every provider its own lead source so you can compare results by source. See How to Create and Configure Lead Sources in SalesExec.
Callouts: 1 – System Contact Type: set to Phone for call outcomes. 2 – Contact Made: "used to calculate Contact Rate percentages in reporting."
Important
Missed status updates distort contact and closure rates. Have agents select an action after every call.
Step 2: Choose the contact-rate report you will use
Open Reports, choose a report, set its filters, and run it. The help articles define contact rate this way:
Report | How the help article defines contact rate |
Key Performance Indicator Report | Leads successfully contacted compared with the total distributed. The article also describes conversion rate (contacted leads that moved to a closed or conversion status). |
Distribution Performance Report | Leads that started in a System Status of New Lead or Waiting and moved to another System Status after an action. |
Detailed Performance Report | How many distributed leads were worked. Conversion is how many worked leads were closed. |
The Distribution Performance Report definition may differ from a contact rate based strictly on confirmed live conversations. For details, see How to Track Contact Rate and Conversion in SalesExec.
Distribution Performance
Go to Reports > Distribution & Lead Reports > Distribution Performance. The report shows a row for each distribution type, such as Pull and Push, with Users, Leads Distributed, Worked Leads, Contacted, Contacted Rate, Actions Taken, Appointments Created and Closed Leads. Click Filters to change the date range and other settings. See Distribution Performance Report.
Callouts: 1 – Pull row. 2 – Push row. 3 – Contacted Rate column. 4 – Filters.
The Detailed Performance Report also shows Pull, Push and Other rows. Its mode options are Simple, Breakdown by Marketing Channel, Breakdown by Lead Source and Breakdown by Campaign. See Detailed Performance Report.
Key Performance Indicator Report
Go to Reports > Sales Team & User Performance > Key Performance Indicator Report. Choose Daily or Weekly. The table includes New Callable Leads, Total Callable Leads, # Agents, Distinct Dialed Leads, Total # Dials, Total Contacts, Total Sales, and attempt columns from 1st Attempt onward. Charts below the table include New Leads & Agent Hours and New Leads / Agent Hr.
The screen doesn't define each column. Click How It Works for the report's built-in explanation, and see Key Performance Indicator Report.
Callouts: 1 – How It Works explains the report. 2 – Daily and Weekly views. 3 – Filters. 4 – Dialing and contact columns: Distinct Dialed Leads, Total # Dials and Total Contacts. 5 – Attempt columns, starting with 1st Attempt.
Click Filters to open Filter Settings. The available filters are Lead Transfered To User Date (the UI spelling), Time Zone, Account, Show Disabled Accounts and Record Type. The KPI report has no Pull or Push filter. To compare Pull and Push, use the Distribution Performance or Detailed Performance report.
Callouts: 1 – Lead Transfered To User Date sets the date range. 2 – Time Zone. 3 – Account and Show Disabled Accounts. 4 – Record Type.
Step 3: Track how quickly and how thoroughly leads are worked
Hourly Performance Snapshot Report: columns Date, Hour, Response Time (Minutes), Leads Contacted, Agents Calling and Leads Received. Use it to match staffing to busy hours. See Hourly Performance Snapshot Report.
Lead Penetration Rate Report: columns Date, Distinct Leads, Calls, 1 Call through 6+ Calls, and Penetration %. It shows how thoroughly leads are worked through call attempts. See Lead Penetration Rate Report.
Leads Available in a Distribution: leads currently waiting in your queues. See Leads Available in a Distribution.
Action Activity Report: which actions were taken, by whom, and when. See Action Activity Report.
Important
Your sales leader sets the targets for contact rate, speed-to-lead and attempts per lead. SalesExec reports your results against those targets.
Step 4: Review call activity in the SalesExec Dialer
Go to Reports > RingResponse Reports for these SalesExec Dialer reports:
RingResponse Call Statistics: call-level reporting for the SalesExec Dialer. See SalesExec Dialer Call Statistics.
RingResponse User Statistics: calls and results by user. See RingResponse User Statistics Report.
RingResponse Call Recordings: recorded calls, if call recording is on.
Other call reports:
Daily Call Performance Report: day-by-day call totals. See Daily Call Performance Report.
RingResponse User Call Status: each agent's current state, with totals for Available, On Call, Not Available, On Cooldown and Logged Out. See RingResponse User Call Status Report.
RingResponse Usage Report: billable usage, listed in More > Settings. See SalesExec Dialer - Usage Report.
Callouts: 1 – RingResponse Reports group. 2 – RingResponse Call Statistics.
Step 5: Put key numbers on screen
Dashboards
A Dashboard shows its chart pages as tabs, for example YTD or Pest Control - Arizona in the demo account. Click Edit to change charts, and click a chart's ? icon to see what it measures. For example, Converted Lead Sources shows Accepted, Closed and Rate for each lead source. See Configure Dashboard Report and Setting up Dashboard Reports.
Callouts: 1 – Dashboard tabs (chart pages). 2 – Edit. 3 – The ? icon explains what a chart measures. 4 – Converted Lead Sources chart: Accepted, Closed and Rate by source.
Scoreboards
Click the arrow under your signed-in name, select Settings, and under Reporting click Manage Scoreboards. The Scoreboard List has + Add Scoreboard, an Enabled/Disabled toggle for each scoreboard, and Settings and Delete buttons. See Configure Scoreboard Report and Setting Up Scoreboard Reports.
Callouts: 1 – Add Scoreboard. 2 – Enabled or Disabled toggle. 3 – Settings opens the scoreboard's slides.
In a scoreboard's slides, add a slide from Choose A Slide Type. Slide types include Top Users by Actions Taken, Top Users by Appointment Set, Top Users by Appointments On Calendar, Top Users by Call Duration, Top Users by Calls, Top Users by Pulls, Top Users by Returned Leads and Top Users by Status Updates.
Callouts: 1 – Slide tabs, each with its display time. 2 – Choose A Slide Type panel. 3 – Top Users by Calls slide type.
Best practices
Review results by lead source so you know which providers' leads your team reaches. The Detailed Performance Report has a Breakdown by Lead Source mode.
Read speed-to-lead and contact rate together. A fast first call doesn't help much if leads aren't reached. See Speed-to-Lead and Contact Rate Optimization for Call Centers.
Tip
Compare reports only when they use the same date range, time zone, record type and filters.
FAQ
Why do two reports show different contact rates?
Each report uses its own definition, and the filters or date ranges may also differ.
Can I compare Push and Pull results?
Yes. The Distribution Performance and Detailed Performance reports show separate Pull and Push rows. The KPI report has no Pull or Push filter.
What is a good contact rate?
That depends on your leads, staffing and contact strategy, so your sales leader sets the target.
Which report shows how many agents are on calls right now?
RingResponse User Call Status shows each agent's current state, including On Call.