Engage Analytics
Who's this for? Reps & Managers
Where to go? Sidebar > Engage > Analytics
To optimize your team’s sales process and identify areas for improvement, visibility into team member activity is essential. Go to Engage from the sidebar and open Analytics to dig into the different engagement methods your team members are using, and understand how well your team’s emails, dialer calls, and flows are converting.
If you have an Engage license, you can use Engage Analytics. You will only see data in Analytics for people who also have an Engage license.
If you're a tech/business admin or manager, you can export a zip file to your email inbox that includes data for all team members beneath the manager you’ve selected, not only their direct reports, to get even deeper insights and create your own reports using Analytics data.
Analytics is divided into 3 sections:
Activity: Includes stats on how many times team members are using each engagement method (LinkedIn messages and connection requests, calls, emails, meetings and activated flows) so you can track progress toward goals
Performance: Learn about the quality of outreach of team members, including how many emails they send and how many responses they receive, how many dials your team members are making and how many of those dials are connected, how long their calls are, and which call outcomes they're selecting. Analytics also shows you your team's AI-generated call and email outcomes
Flows: Get the details on how many people were added to and completed each flow, how emails and calls within the flow performed (clicks, opens, replies), and how many meetings were booked
Note that the data you see in Analytics is different from the data you see in Gong Insights, as metrics are calculated based on different parameters.
To learn more about how Gong tracks email opens and link clicks, see How does email tracking work?
Use the filters in the top bar to refine activity data by team and time frame.
Use the totals across the top for at-a-glance metrics. In the main table, hover over the name of a metric to see its description.
Team: To see a different team, click the manager name, and search for and select the team you want to view analytics for.
Time period: By default, today is selected. When a range is selected, both start and end dates are counted. For example, to see data for a full week, select a range from Monday to the following Sunday.
Focus on flow activity: Under + Add filter, you can select the Flow activity filter and set it to True. This filters all activity in the Activity and Performance tabs to show only flow-related activities. It also filters Replies and Meetings booked to show only the ones that are flow-related. This way, your numbers won’t be affected by any back-and-forth your reps have with prospects or customers.
View prospecting vs. non-prospecting activity: Under + Add filter, you can select the Account type filter to show activity based on account type in your CRM. This is helpful for managers whose reps both generate and manage pipeline, so you can focus on prospecting vs. non-prospecting activity.
Easily identify the top performers for each activity metric to boost motivation within your team and recognize those who are putting in extra effort. A green crown next to a number indicates the highest number of activities. If you see a green crown next to overdue tasks, it indicates this team member has the lowest number of overdue tasks.
Drill down into meetings booked: Click on a metric from the Meetings booked column to get details on each meeting that was booked without leaving Analytics. The drill-down opens up in a panel on the right.
Drill down into people metrics: Click on a metric from any of the People added, People in flow, and People activated columns to learn about which people and accounts reps are working on. Click on someone's name for more details such as name, title, and associated account.
Use the filters in the top bar to refine activity data by team and time frame.
Team: To see a different team, click the manager name, and search for and select the team you want to view analytics for.
Time period: By default, today is selected. When a range is selected, both start and end dates are counted. For example, to see data for a full week, select a range from Monday to the following Sunday.
Focus on flow activity: Under + Add filter, you can select the Flow activity filter and set it to True. This filters all activity in the Activity and Performance tabs to show only flow-related activities. It also filters Replies and Meetings booked to show only the ones that are flow-related. This way, your numbers won’t be affected by any back-and-forth your reps have with prospects or customers.
View prospecting vs. non-prospecting performance: Under + Add filter, you can select the Account type filter to show performance based on account type in your CRM. This is helpful for managers whose reps both generate and manage pipeline, so you can focus on prospecting vs. non-prospecting performance.
Drill down into emails: You can explore the actual emails behind a data point without leaving Analytics. Click on metrics under the Emails opened, Emails clicked, Bounced deliveries, Emails reply rate, or Replies columns in the Emails table.
Bounced deliveries: By drilling down into bounced deliveries, you can see the reasons behind bounced emails for each rep. You can also look at the emails themselves. The reasons an email bounced can include:
- Bad address: this indicates a hard bounce and the rep will need to change the email address to send the email again
- Temporary failure: this indicates a soft bounce, which can include many possible reasons such as the recipient's inbox being full or the connection timing out. The rep should try again later
- Other: this includes all other possible reasons the email could have bounced
When drilling down into email outcomes, you can filter the list of emails to see only the emails with specific outcomes. Click on a metric in the Email outcomes (AI) column, then select the relevant outcomes you want to see in the drill-down panel.
Drill down into calls: Click on a metric from the Total dialer calls column in the Dialer calls table to see all the call outcomes reported per rep, including "no answer" outcomes and their associated calls. Only calls with manual call outcomes are shown in the drill-down, which is why you might see less calls here than the total number of calls listed.
To see connected call outcomes and calls per rep, click on a metric from the Call outcomes (manual) column in the Dialer calls table. To drill down into the outcomes generated by Gong AI for a team member's calls, click on a metric from the Call outcomes (AI) column in the Dialer calls table.
When drilling down into call outcomes, you can filter the list of calls to see only the calls with specific outcomes. You can do this for both manual and AI call outcomes. Click on a metric in the table, then select the relevant outcomes you want to see in the drill-down panel.
You can sort flows according to the number of people added, number of people active in the flow, opened, clicked, replied, call connect rate, and meetings booked. To focus on a specific subset of flows and evaluate their performance, you can filter flows by flow properties such as flow creator, team, team members, and date.
Drill down into flows: Expand a flow to view its steps. From here, you can drill down into step metrics (opened, clicked, replied, and connected calls), or click on a step to view and/or edit it.
See how your reps' personal flows are performing: Everyone in your organization can see everyone else's personal flows, but which metrics each team member can drill down into depends on their permissions. Hover over the Personal label to see who created the flow.
Meetings booked: Click on a metric from the Meetings booked column to get details on each meeting that was booked without leaving Analytics. The drill-down opens up in a panel on the right. Note that the numbers in table and the numbers in the drill-down might not match — the metric you see in the table includes meetings that were canceled, while the list of meetings you see in the drill-down does not show canceled meetings.
Connected calls: Once the flow is expanded, click on a value in the Connected calls column to see connected call outcomes for calls associated with a specific call step in a flow. Only calls with manual call outcomes are shown in the drill-down, which is why you might see fewer calls here than the total number of calls listed.
Note that performance metrics are counted differently on the flow level vs. the step level. Flow-level metrics count the number of flows or people, while step-level metrics count activities. For example, on the flow level, "Opened" tracks the percent of flows with at least one email opened. On the step level, it tracks the percent of emails opened.
When exploring dialer call metrics, you can see which call outcomes were manually selected by reps (manual) and which call outcomes were generated by Gong AI. Unlike call outcomes where you have both manual and AI-generated outcomes, email outcomes are AI-generated only.
You can drill down into call and email outcomes by clicking on a metric in the Connected call outcomes (manual) column, Connected call outcomes (AI) column, or the Email outcomes (AI) column to open a panel on the right.
The outcomes are grouped into categories:
-
Positive (green)
-
Neutral (gray)
-
Negative (red)
Below is a list of all possible call outcome options and their descriptions.
Outcomes marked as 'Answered' are part of the answered call outcomes category, meaning the call was answered by a person.
Call outcomes (manual)|
Call outcome (manual) |
Description |
|---|---|
|
No voicemail |
Rep didn't leave a voicemail |
|
Left voicemail |
Rep left a voicemail |
|
Not in service |
Number is not in service |
|
Busy |
Line is busy |
|
Follow up - Answered |
Person asks for more information, asks to call back, or hasn't decided yet |
|
Meeting booked - Answered |
Person agrees to meet, or rep sends an invite |
|
Bad timing - Answered |
Person says they're not interested right now or in the near future |
|
Has a solution - Answered |
Person says they have a solution with a competitor |
|
Bad persona - Answered |
Person says they are not the right person, and doesn't provide a referral |
|
Wrong number - Answered |
Number is wrong |
|
Gave referral - Answered |
Person directs to someone else |
|
Bad fit - Answered |
One of the sides says it's a bad fit |
|
Opt out - Answered |
Person asks not to be contacted again |
|
Hung up - Answered |
Person hangs up |
|
Gatekeeper - Answered |
Gatekeeper answers and rep can't reach targeted person |
|
Not interested (other) - Answered |
Person says they're not interested |
|
Call outcome (AI) |
Description |
|---|---|
|
No voicemail |
Rep didn't leave a voicemail |
|
Left voicemail |
Rep left a voicemail |
|
Follow up - Answered |
Person asks to call later or follow up with information |
|
Meeting booked - Answered |
Person agrees to meet or rep says they will send an invite |
|
Bad timing - Answered |
Person says they're not interested at this time, or in the near future |
|
Bad persona - Answered |
Person says they're not the right person to talk to/wrong number |
|
Gatekeeper - Answered |
Another person answered and did not direct the call to the desired person |
|
Not interested (other) - Answered |
Person is not interested |
Below is a list of all possible email outcome options and their descriptions.
|
Email outcome (AI) |
Description |
|---|---|
|
Wants info |
Person asks for additional info or asks questions |
|
Wants to meet |
Person agrees to meet |
|
Interested |
Person expressed interest |
|
Referral |
Person provides a specific name, email address, or role of another person |
|
Bad persona |
Person's response is one of the following:
|
|
Has a solution |
Person says they already have a solution |
|
Bad timing |
Person says it's bad timing or suggests to reconnect in the future |
|
Opt out |
Person asks to stop receiving emails |
|
Not interested |
Person says they're not interested |
Note
Only managers and profiles that manage business admins can export Analytics
When you export Engage Analytics to your email inbox, the file you receive includes data for all team members beneath the manager you’ve selected, not only their direct reports. You can export large time frames and data sets, including analytics for managers of managers. It comes with a zip file containing 4 files: Calls, Emails, Meetings, and Flow Steps.
Note that the data in these files includes activities with external (non-company) people only.
Here are more details about each file: