Four reports 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
This article covers the following topics:
Viewing activity reports
To view the activity reports
- On the Sell sidebar, click the Reports (
) icon. - On the Reports page, click the Activity Reports (
) icon. - 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
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 teams, groups, or team members; and also refine the results to exclude teams and team members with low volumes of activity by using the Data Scrub slider.
Appointments held is the number of appointments that you've had in the time period that you specified for the report. The appointments must be associated with a contact or a deal to be factored into this number. This includes all appointments that are associated with a contact or lead on the account and is not dependent on whether they were created in Sell or in an external calendar that has been connected to Sell, such as Google, or Microsoft).
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), and you can customize these. You can view the 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
- On the Sell sidebar, click the Settings (
) icon, then click Communication Channels > Voice and text. - Click 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).
Note: You need to integrate your email before you can view this report (see Connecting your 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, and Customer Onsite. You can edit and add to this list on the Visits settings page.