Sales Reports
Track outbound messaging activity, agent sales performance, response rates, and channel comparisons for your proactive outreach operations.
The Sales tab contains six reports focused on agent-initiated (outbound) conversations. Use these reports to measure sales team productivity, compare channel effectiveness, and optimize your outbound messaging strategy.
Outbound Activity
Track the volume and trends of your outbound conversations.
Outbound Volume
Shows the daily volume of agent-initiated conversations as a trend line chart.
| Metric | Description |
|---|---|
| Date | Each day in the selected range |
| Outbound Chats | Number of agent-initiated conversations |
| Unique Recipients | Number of distinct customers contacted |
| Avg Duration | Average length of outbound conversations |
Use this report to:
- Track campaign activity over time
- Measure sales team productivity
- Compare against targets
- Identify anomalies or drops in activity
Outbound by Agent by Day
Shows daily outbound volume per agent as a multi-line chart, tracking individual productivity trends.
Use this report to:
- Track individual agent outbound productivity
- Identify changes in activity levels
- Monitor campaign participation by agent
- Set and track individual targets
Agent Sales Performance
Measure how effectively your agents are engaging with outbound contacts.
Agent Outbound Performance
Ranks agents by outbound activity including whether recipients responded.
| Metric | Description |
|---|---|
| Outbound | Total outbound conversations initiated |
| Recipients | Unique customers contacted |
| Got Response | Conversations where the customer replied |
| Response % | Percentage of outbound that received a reply |
| Avg Duration | Average conversation length |
Use this report to:
- Rank sales agents by productivity
- Identify top performers
- Set targets based on team benchmarks
- Find coaching opportunities for low-response agents
A response is recorded when the customer sends at least one message in reply to the outbound conversation.
Response Rate Analysis
Measures how often recipients respond to outbound messages, broken down by channel over time.
| Metric | Description |
|---|---|
| Channel | Communication channel used |
| Outbound | Total outbound messages sent |
| Responses | Messages that received a reply |
| Response % | Percentage that responded |
Use this report to:
- Measure engagement across channels
- Identify optimal outbound strategies
- Compare channel effectiveness for sales
- Spot trends in customer responsiveness
Channel Comparison
Compare performance across messaging channels and business units.
SMS vs WhatsApp Comparison
Compares performance metrics between SMS and WhatsApp channels side by side.
| Metric | Description |
|---|---|
| Channel | SMS or WhatsApp |
| Messages | Total messages sent |
| Recipients | Unique recipients |
| Responses | Messages that received a reply |
| Response % | Reply rate |
| Avg Msgs/Chat | Average messages per conversation |
Use this report to:
- Choose the optimal channel for outreach
- Compare cost-effectiveness between channels
- Understand customer preferences
- Plan your channel mix strategy
WhatsApp typically shows higher engagement but requires opt-in. SMS has broader reach but generally lower response rates.
Template Usage by BU
Shows template usage broken down by Business Unit, so you can see which teams are using which templates.
Results are grouped by Business Unit, with each section showing the templates used and their send counts.
Use this report to:
- Track template adoption across teams
- Ensure teams are using approved templates
- Identify training needs for template usage
- Find gaps in template coverage across BUs
Agents without a Business Unit assignment appear under "No BU".