What You'll Learn:
Overview of Analytics Tabs: Explore the different data categories available.
Interpreting Key Metrics: Understand what each metric means and how it reflects team performance.
Creating Custom Reports: Generate tailored reports to track specific metrics and trends.
Exporting Data: Download your analytics data for further analysis.
I. Diving into Analytics Tabs
The Analytics dashboard is divided into six tabs, each offering unique insights into your team's calls:
1. Calls
This tab provides a high-level view of your team's call activity:
Total Call Volume: The total number of calls made within the selected timeframe.
Average Call Duration: The average length of your team's calls.
Total Call Duration: The cumulative duration of all calls within the selected timeframe.
Tag Repartition: Visualize the distribution of calls across different tags, allowing you to analyze call outcomes and trends.
Use Filters on the left hand side: Refine your analysis by filtering data by team, user, tag, deal stage, deal status, and date range.
2. Interactions
Go beyond call volume and understand the quality of your team's conversations:
Talk Ratio: The average percentage of time your team members speak during calls. Aim for a balanced conversation with a talk ratio below 65%.
Sales' Longest Monologue: Identify potential areas for improvement by analyzing the longest speaking segments of your team members.
Longest Customer Story: Understand how well your team actively listens by analyzing the duration of customer speaking segments.
Interaction: This metric, measured on a scale of 0-10, reflects the back-and-forth flow of the conversation. A higher score indicates a more engaging and interactive conversation.
3. Topics
Gain insights into the content of your team's conversationswhich topics :
Topic Analysis: See which topics are frequently discussed and identify any potential gaps in addressing customer needs.
Keyword Search: Search for specific keywords within call transcripts to quickly locate relevant conversations.
Filter Your Data: Refine your analysis by filtering by manager, time period, and call type.
4. Activities
Track your team's engagement with Modjo and identify coaching opportunities:
Calls Listened: Monitor how many calls each team member has listened to, indicating their commitment to self-improvement and learning from others.
Comments Posted & Received: Track the number of comments given and received on calls, reflecting the level of feedback and collaboration within the team.
Modjo Notes Posted: Visualize the usage of Modjo Notes, a valuable tool for capturing key insights and action items during calls.
5. Reviews
Analyze the effectiveness of your Call Review process:
Average Review Scores: Track the average scores given and received on call reviews, providing insights into individual and team performance.
Review Volume: Monitor the number of call reviews completed to ensure a consistent feedback loop.
Utilize Filters: Filter data by team, user, tag, deal stage, deal status, and review template for targeted analysis.
6. AI Call Scores
📣 AI call scores Analytics are only visible by Managers & Admins on Modjo
Go check this detailed article on AI Call Scoring.
Get a macro view of your team's performance and deep dive into specific questions to assess the usage of your methodology.
II. Export your users' data & create a recurring report
Go check this detailed article on the matter : Understand your team's activity with Analytic Exports
Related articles:
Tags: Learn how to effectively use tags to categorize and analyze your calls.
Topics: Discover how to leverage topic analysis to improve your team's conversations.
Modjo Note: Explore the benefits of using Live Notes for real-time call collaboration.
Call reviews: Master the art of call reviews to provide constructive feedback and drive performance improvement.