Analyzing your Zendesk Sell call activity

Attention: Zendesk is removing the Sell datasets and prebuilt dashboard from Explore on January 16, 2024. For more information, see Announcing the removal of Sell datasets and dashboards in Explore.

Zendesk Explore features a prebuilt dashboard to help you monitor your Zendesk Sell call activity. The Calls dashboard can help you identify information about your sales calls, such as incoming and outgoing calls, call duration, and more.

Tip: You can edit and customize the Calls dashboard by cloning it (see Cloning dashboards). If you need something more complex, you can write your own reports using a wide range of metrics and attributes. For details, see Creating reports.

This article contains the following topics:

• Accessing the Calls dashboard

• Understanding the Calls dashboard reports

Accessing the Calls dashboard

Use the following procedure to access the Calls dashboard.

To access the dashboard

1. In Explore, click the Dashboard icon () in the left sidebar.

2. From the list of dashboards, click the Zendesk Sell dashboard.

3. Click the Calls tab.

Understanding the Calls dashboard reports

Note: The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you are using. For details, see Data refresh intervals for Explore plans.

The Calls dashboard shows information about your sales calls, such as incoming and outgoing calls, call time, and more. You can filter the reports on the dashboard by Lead owner, Lead team, Deal owner, and Deal team.

Calls dashboard headline metrics

This dashboard displays the following headline metrics (KPIs) for the time range you specify:

• Outgoing calls: Displays the number of calls that reps made in Zendesk Sell.

• Avg outgoing call time: Displays the average length of calls that reps made in Zendesk Sell.

• Incoming calls: Displays the number of calls that reps received in Zendesk Sell.

• Avg incoming call time: Displays the average length of calls that reps received in Zendesk Sell.

Calls dashboard reports

This dashboard displays the following reports for the time range and data filters you specify:

• Outgoing calls by week: Displays a column chart showing the number of outgoing calls grouped by week.

  

• Outgoing calls by month: Displays a column chart showing the number of outgoing calls grouped by month.

  

• Incoming calls by month: Displays a column chart showing the number of incoming calls grouped by month.

  

• Outgoing lead calls by owner (Top 10): Displays a bar chart showing the number of outgoing calls made to leads, grouped by lead owner.

  

• Outgoing deal calls by owner (Top 10): Displays a bar chart showing the number of outgoing calls made to deals, grouped by deal owner.

  

• Avg outgoing call time by contact owner: Displays a table showing the average call time per contact owner.

• Avg number of outgoing calls by deal result: Displays a bar chart showing the average number of calls in a deal, grouped by deal stage and sales pipeline.

• Outgoing calls by call outcome: Displays a table showing the total number of calls grouped by their outcome.

  

• Avg outgoing call duration by deal result: Displays a bar chart showing the average call time, grouped by deal stage and sales pipeline.