Analyze team performance
Outdoo AI's team performance views show what is happening in your team's calls and how individual team members are performing over time. They cover call activity, conversation quality, tracker mentions, and how much coaching each team member is receiving.
Go to Performance > Activity to access this data. Use the tabs across the top to switch between Team Activity, Comments, Manager Scorecards, Call Status, Listened Calls, and Trackers. Which tabs you see depends on the products your workspace uses.
Team Activity
The Team Activity tab lists each team member (or each team, if you switch from Individual to Team) with their call activity and conversation quality:
- Scores, Calls Performed, and Calls Scored
- Total Duration and Avg. Duration of calls
- Avg. Talk to Listen: the balance between how much the team member talks versus the customer. A common target is roughly 43% team member, 57% customer.
- Avg. Longest Monologue: how long team members speak without letting the customer respond. Monologues over 2.5 minutes typically signal a lost conversation.
- Avg. Longest Customer Story: how long customers speak without interruption. Longer customer stories usually mean the team member is asking good questions.
- Avg. Interactivity: how frequently the conversation switches between team member and customer.
- Avg. Question Rate: how many questions the team member asks. High-performing team members typically ask 18 or more questions per hour.
Turn on Compare to set a second date range and see how the numbers have changed. Click Download as Excel to export the table. Click a team member to open their own performance page, which also shows Patience (how long they wait after the customer finishes speaking; 0.6 to 1 second is a good target).
Trackers
The Trackers tab shows how often specific topics, competitors, or keywords are mentioned across calls. Select a tracker to see which team members mention it and the calls where it came up. Compare tracker mention rates across team members to find patterns worth coaching on.
Coaching received
Three tabs show how much review each team member is getting:
- Comments: comments left on their calls.
- Manager Scorecards: scorecards filled in by managers.
- Listened Calls: which calls managers have listened to.
Use them to spot team members who are going long stretches without any review.
Call Status
The Call Status tab breaks down your team's meetings by recording status, with a count for each status. Select a status to see the team members and calls it applies to.
Comparing team members
Filter by team and date range (and, on some tabs, by saved filters) to see how a specific team member compares to their peers, and whether their numbers are improving over time.
Hope this article was helpful. For any queries, please write to support@outdoo.ai