The Engagement Dashboard gives Sales Leaders and Supervisors visibility into the productivity and effectiveness of their team’s outreach across calls, emails, and SMS. It helps answer questions such as “How productive is my organization?” and “Who is having the most or least success with different activity types?”
It’s a coaching and decision-making tool that helps you understand what activities are making an impact. Use it to guide your team toward more meaningful outreach and better results.
By combining activity volume with outcome-based metrics, the dashboard highlights who is successfully engaging prospects—not just working through tasks.
Key Benefits
- Holistic view of team and organizational activity and engagement trends
- Clear insight into which communication channels are driving engagement
- Ability to identify top and bottom performers at a glance
- Drill-down access to detailed interactions for coaching and improvement
How to Access the Engagement Dashboard
The Engagement Dashboard is accessible to Administrators and Supervisors with a Conversation AI license.
- Navigate to the Insights section in Revenue Analytics.
- Select Engagement under the Activity Metrics section.
Dashboard Components
Engagement Trend
This line chart shows how your team's engagement effectiveness changes over time. In addition to raw activity counts, it also focuses on success rates.
You can click and drag across the chart to zoom into a specific date range. To return to the full view, click Reset Zoom. All filters you apply—team, date range, or type—automatically affect this chart, the heat map, and the interactions list below.
Engagement Details (Heatmap)
The heatmap offers a breakdown of engagement metrics by team and communication type. It includes:
- Total Activities and Engagements
- Emails Sent and Replied
- SMS Sent and Replied
- Calls Made and Answered
- Video Calls
Clicking a specific cell (e.g., "SMS Sent" for Team B) will filter both the Engagement Trend and the Interactions List to show only results for that team and channel.
You can drill down by both team and activity type to analyze areas of strength or needed improvement.
Clicking a user’s name takes you directly to their User Profile Page, where you can further explore their engagement history.
Interactions List
This section displays the detailed activities associated with your selected filters. It includes:
- Email, SMS, Call, and Video interactions
- Engagement results and timestamps
Metric Definitions
Call Engagement
Total Calls Made
Total sum of outbound calls made each day
% Phone Calls Responded
A call counts as responded if it was answered and either lasted at least three minutes or was marked with a positive outcome disposition.
If the call wasn’t answered but the user left a voicemail and the person called back within 24 hours—and we answered their return call—we also count that as a response. We then divide the number of responded calls by the total number of outbound calls to get the final percentage.
SMS Engagement
Total SMS Sent
Total sum of outbound SMS messages sent each day
% SMS Responded
A SMS is counted as responded if it received a reply within 24 hours. The outbound SMS "from" number must match the inbound "to" number.
Email Engagement
Total Emails Sent
Total sum of outbound Emails sent from Guided Selling
% Emails Responded
A response counts only if it’s from a person—not an automated message or a bounce—and it contains the same Thread ID as the original sent email.
Limitation: We can't detect replies to Salesforce (SF) emails, so all SF emails are only considered as "sent".
Avoiding Duplicates: Sometimes the same email is logged to Salesforce twice because of multiple email integrations. We look for duplicates by checking if they were sent around the same time, have the same subject, sender and recipient, are tied to the same account, and come from the same user. If all match, we count it as one email instead of two.