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How to use and understand my analytics? 📈
How to use and understand my analytics? 📈

Visualize how to get the most out of your analytics' data

Celeste avatar
Written by Celeste
Updated over a week ago

Click on Analytics located in the top navigation tray bar


Introduction to Analytics

The Analytics heading is catered to give you insights regarding your calls and even more!
Use the Analytics page to track and compare standard KPIs for your teammates. Access the page to see a snapshot of what's what, or return frequently to see your coaching metrics over time. Analytics are available for all calls in any language (with the exception of topics and trackers).

The analytic page is divided into 4 tabs. On each tab, you can see the averages for all teammates along the top and the statistics for individual team members displayed as a graph below.

  • Calls: get all factual data about successful calls (communication established with customers), Call volume (total), Call duration (Average), Call duration (Total), Tag repartition.

  • Interaction: Get deeper insights on interactions: talk ratio, sales longest monologue, customer longest monologue, interactions.

  • Topics: Get insights about your topics.

  • Activities: Watch team & individual interactions with Modjo: calls listened, comments posted, comments received.

  • Reviews: Get insights regards to your reviewed calls.

I. Analytics' tabs

Calls 📞

Activity tab is divided into 3 cards section. In each card, the average value for all team members is displayed in a bar graph.

  • Total Call Volume: The sum of the calls included during the determined period.

  • Average Call Duration: The average duration of all your calls, in minutes.

  • Total Call Duration: The total duration of your calls during the determined period, in hours.

Legend

  1. Filters: Team, User, Tag, Deal Stage, Deal Status. Determine a time range.

  2. Select the card you're aiming to get data about.

  3. Evolution Graph

  4. Tags' repartition

Interaction 🎙️

The interaction tab is divided into four cards showing the interactions your reps have had during their calls.

  • Talk Ratio: The average percentage of all the calls in which the team member spoke. The recommendation is for no more than 65% of the time.

  • Sales' Longest Monologue: The duration in minutes of the longest speech made by the teammate. The recommended maximum length is no more than 2'30''.

  • Longest Customer Story: The duration in minutes of the longest customer-talking segment. The recommended length is between 1'-2'.

  • Interaction: How often the conversation switched back and forth from teammate to customer on a 0–10 scale. The recommended grade is of 5 or more.

Topics 🧪

The topics tab highlights which topics were covered by your teammates.

When selecting a topic in the left pane, the right pane provides statistics for each team member.

Topics are an important part of understanding if your team is using the talking points that you have specified. You can also search for a specific word within your calls.

The data can be sorted by manager, time period and call type using the filters on the top right-hand corner of the page.

Activities 💡

The Activities tab is broken down to four elements showing the average value for each teammate.

  • Calls Listened: Shows the number of calls the team member listened to. (A call is marked as 'listened to' as soon as the call begins to play)

  • Comment posted: Shows the number of calls the team member added comments on.

  • Comment received: Shows the number of calls the team member received comments or feedback on.

  • Live Notes Posted: Visualize the amount of Livenotes taken per team member and see its evolution over time.

Reviews🍍

The Reviews tab displays both the average of received and posted reviews per teammate as well as the average by reviews' template on a scale from 1 to 4.

You can also display the volume of your call reviews and filter the figures by Team, User, Tag, Deal Stage, Deal Status and Template!

II. Create a report🎖️

By using the filters located at the left, you can create a report which will be sent by email (on a daily/weekly basis) in order for you to quickly visualize paramount data.

III. Export your users' data

Obtain a CSV of your analytics encompassing every teammates part of a specific team/all users. Several filters will help you to get more accurate data.

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