About activity reports

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.

Before you can view these activity reports, you need to first enable those features in your Sell account (see Enabling Sell Voice, Integrating email with Zendesk Sell, and Tracking visits in Zendesk Sell).

This article covers the following topics:

• Viewing activity reports
• Activity Overview report
• Call Outcomes report
• Email Outcomes report
• Visit Outcomes report

Viewing activity reports

To view the activity reports

1. In Sell, click the Reports icon ().
2. From the Reports page, click the Activity Reports () icon.
3. Under Activity Overview, click any of the following reports to view: 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

Note: Only completed tasks for leads, contacts, and deals are tracked in this report.

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).

Note: The Voice and Text feature in Sell must be enabled before you can view this report (see Enabling Sell Voice).

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

1. Click the Settings icon (), then select Communication Channels > Voice and text.
2. Click the Call Outcomes tab.
3. 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).

Note: You need to set up an email integration before you can view this report (see Integrating email with Zendesk Sell).

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.