In the Enterprise and Elite versions of Sell, there are four reports that help you to track the activities that lead to deal outcomes. These include the Activity Overview report, the Call Outcomes report, the Email Outcomes report, and the Visit Outcomes report.
To view the activity reports
- From the Reports page, select Activity Reports > Activity Overview, Call Outcomes, Email Outcomes, or Visit Outcomes.
Activity Overview report
After you’ve enabled the Voice, Email, and Visits features in your Sell account, these activities will be tracked in the Activity Overview report. This report tracks the following activities:
- Calls Made
- Emails Sent
- Appointments Held
- Tasks Completed
- Notes Taken
- Text Messages Sent
- Visits
You can view the activities for either sales reps or sales teams. You can also choose which of the activities you want to track by selecting or deselecting the specific activities, which are shown at the bottom of the report. For example, if you only want to view the activity for calls made, select only that activity.
You can apply filters to show activities for leads, contacts, and deals; select specific team, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity using the Data Scrub slider.
Call Outcomes report
This report shows you the outcomes of calls made to leads and contacts. There are three default outcomes that are tracked (Not interested, Left voicemail, and No answer), but you can customize these. You can view these outcomes by teams (Sales Teams) and team members (Sales Reps).
You can specify the date range you want to view and in slices of time that you want to see (for example, all call outcomes for the previous quarter by month).
To get the most out of this report, call outcomes should be entered after each call has ended. Your list of outcomes can be customized.
To edit your call outcomes list
- Click the Settings icon (
), then select Communication Channels > Voice and text.
- Select the Call Outcomes tab.
- Add a call outcome by selecting +Add Call Outcome or edit an existing call outcome by selecting Edit.
You can apply filters to show activities for leads, contacts, and deals; select specific team, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity using the Data Scrub slider.
Email Outcomes report
This report shows you the outcomes of email messages sent to leads and contacts. There are two default outcomes that are tracked (Sent - no reply and Replied). You can view these outcomes by teams (Sales Teams) and team members (Sales Reps).
You can specify the date range you want to view and in slices of time that you want to see (for example, all call outcomes for the previous quarter by month).
You can apply filters to show activities for leads, contacts, and deals; select specific team, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity using the Data Scrub slider.
Visit Outcomes report
Similar to the Call Outcomes and Email Outcomes reports, the Visit Outcomes report tracks the contact your sales teams and members have with leads and contacts. In this case, that contact is in the form of in-person visits with those contacts. This data is captured manually using the Zendesk Sell mobile app.
For information about setting up the Visits feature, see Tracking visits in Zendesk Sell.
The visit outcomes that are tracked include the following: Interested, Not Interested, No Answer, Come Back Later, Customer Onsite. You edit and add to this list on the Visits settings page.
5 Comments
please explain why I am not able to view my reps current notes in Zendesk,
on his computer the notes are there, however on my laptop there is no consistence showing for current notes,
1 or 2 clients the notes are there while other accounts nothing is showing????
Hello Sophie,
Is there a way to see a daily view of email/calls made but filtered throughout the whole month? I see from your screenshots above that everything is shown in a monthly view.
Also, I hope Wayne was able to resolve their issue because no one responded to their comments here.
Thank you,
Hi Jay, When working with the Activity Overview Report, the time parameter can be set to whatever you like!
Hello Laura,
I apologize, I found it. I did not have the daily filter set.
Glad to hear you are all set there, Jay!
Laura Hippert | Zendesk Sell Specialist | Senior Customer Advocate
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