Table of Contents

Reporting for Sales

Susan Swier Updated by Susan Swier

Business Goal: Track and report on sales activities and agent performance.

The Reports Module provides insights on trends and team performance on the platform. Use it to generate reports for the management team’s planning purposes and keep track of sales agents’ activities and performance.

Benefits of Reporting for Sales

Use reporting for sales to:

  • Get insights on where leads are coming from.
  • Track and monitor sales agents’ activities and performance.

Methods for Reporting for Sales

  1. Analyze lead trends and agent performance on the platform.
  2. Export historical data to a CSV file from the Workspace Settings.
  3. Send real-time data to a Google Sheet or external data warehouse using Workflows.
Use this method when you want to view general trends and monitor day-to-day sales activities.

Method Objectives

  • Track number of new leads.
  • Track which Channels leads are coming from.
  • Monitor agents’ sales activities.

How-to

Tip: Learn more about the Reports Module here.
Track number of new leads

Compare New vs. Returning Contacts to see how many new leads have come in and how many conversations are with existing leads or customers.

screenshot showing a report on new vs returning leads

Go to Reports Module > Conversations and view the Conversations Opened bar chart.

Track which Channels leads are coming from

Find out where the majority of leads are coming from by tracking messaging Channel sources. You can view this in the Messages Reports.

screenshot of messages report

Go to Reports Module > Messages > filter Team to Sales > view all Channels or select the Channels that you want to display.

Monitor Agents’ Sales Activities

Use the information from Conversation Categories and Summaries to track relevant sales activities and gauge agent productivity. You can see how many conversations agents are having and what the result of those conversations are, e.g., qualified lead, deal won, deal lost.

screenshot of a conversation report

Go to Reports Module > Conversations > Conversation List. View the agent and lead names, how many messages were sent, the conversation category and the summary of sales activity completed.

Export historical data to a CSV file from the Workspace Settings

Use this method when you want to get historical sales data.

Method Objective

  • Export historical data on Conversations and Messages.

How-to

Export historical data on Conversations and Messages
Tip: Learn more about exporting data here.

Use the Data Export feature to export Conversations and Messages for in-depth analysis.

screenshot of the data export feature

In Settings, go to Workspace Settings > select Data Export > choose the data to export > set the Date Range in the dropdown > click Export Data to be begin the process. Once it’s ready, download the file from the Data Export History table anytime within 7 days.

Messages Data Details
By downloading Messages data, you’ll get records of all messages sent from the Workspace within the selected date range. Messages data includes Date & Time, Sender ID, Sender Type, Contact ID, Message ID, Contact Type, Message Type and Content of the message.
Conversations Data Details
By downloading Conversations data, you’ll get records of all closed conversations from the Workspace with the selected date range. Conversations data include Conversation ID, Date&Time Conversation Started, Date&Time Conversation Resolved, Contact ID, Assignee, Number of Outgoing Messages, Number of Incoming Messages, Date&Time First Response, Resolver, First Response Time, Resolution Time, Category and Summary of the conversation.

Send real-time data to a Google Sheet or external data warehouse using Workflows

Use this method when you want to report on Conversations in real time and send to a data warehouse.

This method allows you to export selected real-time data updates for closed conversations in the Workspace. Export the data automatically to a Google Sheet or an external data warehouse using Workflows for consistent and uniform data collection based on your business needs.

Method Objective

  • Update information about closed conversations with leads in real time and export it for analysis.

How-to

Update information about closed conversations with leads in real time and export it for analysis
Tip: Learn more about Workflow Trigger Variables here.

Automatically save and export information when a conversation is closed using Trigger Variables from Workflows. For sales, you may want to look at the conversation category and conversation summary.

Set Trigger to Conversation Closed > select the preferred Trigger Conditions > use the Trigger Variables list in the toggle as a reference for specific data you choose to export based on your business needs.

Apply the relevant Trigger Variables in the configuration of the Add Google Sheets Row Step or HTTP Request Step to automatically send selected closed conversation data to a Google Sheet or a data warehouse.

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