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This report gives you a side-by-side comparison of which dialer method—Click-to-Call or PowerDialer—is producing the highest rate of correct contacts. This allows you to verify that your call targeting strategies are working, either through your Seek and Domino list building, or agents' use of Click-to-Call.

  1. Create a new Activities >> Tasks and Events type report in Salesforce.
  2. Set the default filters.
    • Show: "All Activities"; "Open and Completed Activites"; "Tasks and Events"
    • Date Field: "Date"
    • Range: "Last 30 / 60 / 90 / 120 Days" (depending on how far back you want to look)
  3. Add the following custom field filters:
    • Call Result not equal to "" (blank)
    • Call Type equals "Outbound"
  4. Under the Preview heading, change the format dropdown from "Tabular" to "Matrix" format.
  5. Remove unnecessary detail columns by clicking the Remove All Columns link.
  6. This report uses two bucket fields; one to group call results, one to separate calls placed in Click-to-Call versus the PowerDialer. We'll start by creating the "dialer type" bucket. Double-click Add Bucket Field, and edit the following settings:
    • Source Column: "Dialer type"
    • Bucket Field Name: Dialer Type
    • Create a New Bucket labeled "PowerDialer."
    • Create a second New Bucket labeled "Click-to-Call."
    • Checkmark the "Seek" and "Domino" options and use the Move To button to assign them to the PowerDialer bucket.
    • Check the "Click-to-Call" box and assign it to the Click-to-Call bucket.
    • Click OK to finish adding the bucket field.
  7. Now drag the "Dialer Type" bucket into the matrix row grouping.
  8. Next let's add the second bucket field for "Call Type." Double-click Add Bucket Field, and edit the following settings:
    • Source Column: "Call Result"
    • Bucket Field Name: Call Result
    • Create a New Bucket labeled "Correct Contact."
    • Create a second New Bucket labeled "Other."
    • Click the Search button in the upper-right corner to display the call result options.
    • Checkmark "Correct Contact" and use the Move To button to assign it to the Correct Contact bucket.
    • Checkmark all of the other options and assign them to the "Other" bucket.
    • Click OK to finish adding the bucket field.
  9. Now drag the "Call Result" bucket field into the column grouping area.
  10. The next step is to create our call percentage formula. Double-click the Add Formula link and edit the following settings:
    • Column Name: "Percent of Calls"
    • Description: As needed
    • Format: "Percent"
    • Where will this formula be displayed? "At a specific row / column grouping level"
    • Row Grouping "A": "Dialer Type"
    • Column Grouping "B": "Call Result"
  11. Next we need to add the calculation equation to the formula.
    • Type RowCount/ as the initial text in the formula area.
    • In the Functions area, select the PARENTGROUPVAL function in the dropdown.
    • In the Select parent grouping level area, set the top dropdown to "Dialer Type", and the bottom dropdown to "Column Grand Summary."
    • Click the < Insert button to send the function into the equation.
    • Change the summary_field text in the formula to RowCount.
    • Click OK to finish adding the formula.
  12. Now would be a good time to add a "dummy" detail field to the matrix display. Click the Show dropdown next to the Matrix Format dropdown, and checkmark "Details."
  13. Choose a field from the Fields panel and drag it into the empty space to the right of the Grand Total column in the matrix. For this report we chose the "Assigned" field.
  14. Now we can drag the formula field into the summarizable field area.
  15. Finally we need to create the visual chart. Click Add Chart and edit the following settings:
    • Select Type: Vertical Bar Chart (second icon from the left)
    • Y-Axis: "Percent of Calls"
    • X-Axis: "Dialer Type"
    • Group By: "Call Result"
    • Set the Group By visual display to appear side-by-side (the icon on the left).
    • In the Combination Charts heading, checkmark "Plot additional values."
    • Checkmark "Use second axis."
    • Change the selection in the Value: dropdown to "Record Count."
    • Click OK to finish.
  16. The report's ready to save! Click the Save button, add it to a report folder, and you're done.

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