Insights from Caller

We're loving the Caller feature in the Premium plan. It's great to instantly log that a call has taken place along with some outcomes and to have a recording where permitted to review the conversation with customers and leads. 

However, we really need to be able to report on the caller info, from a management perspective. Things like how many calls were made today/this week. What were the outcomes, how many went to VM or no answer, How many led on to a further planned activity like Book a Demo. These options are in the Caller interface and the Call appears on the contacts info, but cannot be reported on.

There is a reference to reporting in the HelpCentre article, but this doesn't seem to feature in our subscription.…

The calls made through the Caller will behave like normal activities for reporting purposes. You can read more about reporting with our Insights feature in this article.

Am I missing something?

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  • Bert Calatz
    Bert Calatz Community Driver Posts: 79
    10 Comments Community Driver
    edited February 25 #2

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

  • Benjamin Stanley
    Benjamin Stanley Posts: 9
    edited June 2021 #3

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Hi @Bert Calatz 

    We are using the Pipedrive Caller feature. When a call is made it is logged as an activity, but that Activity and its Outcomes do not appear to be visible in reports. 

    The Pipedrive Caller calls seem to be held differently from the regular Call activity which makes sense, but in that case, they need to show as different activities in the Insights. 

    Does that make sense?

  • Bert Calatz
    Bert Calatz Community Driver Posts: 79
    10 Comments Community Driver
    edited June 2021 #4

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Hi @Benjamin Stanley 

    The activity can be found in an activity report. You will then see all your different activities (calls, emails, etc), in number or duration. As an example, but more parameters are available.

    What you don't immediately see. And that is what you may be referring to, are the results of the calls as you register them when you end your phone call. You can see that outcome with the contact person you called or in the relevant deal.

    But every call leads to a next action - read outcome - that action will always be an activity. A next call, or an e-mail or a visit appointment or demo, etc. Probably also a next phase in your sales process. From lead to prospect or something like that.

    Am I wrong if I think that the outcome of the call can be reported via insights?

  • Neil Emery
    Neil Emery Posts: 3
    edited June 2021 #5

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Hello Bert 

    Neil here from TrilbyTV

    This is the process we want to build an Insight for 

    1. Sales person accesses lead 
    2. Clicks on contact linked to the lead 
    3. Clicks on contacts phone number to make call using PD
    4. Ends the call 

    We don't want the sales person to update anything because he could tick off an activity without actually having made the call. We want an Insight that tells us how many calls have been made using the PipeDrive call system (start and end) if that also contains duration, contact and lead information associated to each call then perfect. Talking with one of your colleagues this week I believe this is not possible but it really needs to be !

  • Benjamin Stanley
    Benjamin Stanley Posts: 9
    edited June 2021 #6

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Hey @Paul Minors, can you add to this?

    I think when we looked last night you also couldn't see the activities as being trackable in Insights. 

  • Bert Calatz
    Bert Calatz Community Driver Posts: 79
    10 Comments Community Driver
    edited December 2021 #7

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Hi @Neil Emery and @Benjamin Stanley  ,

    Okay, I get it.

    I will - probably tomorrow - make a little video or send som screenshots of how it looks and then share it here. btw, the 'colleague' is probably a Pipedrive employee? Know that I'm just a customer and therefore also a user, but sometimes I help fellow users with tips and advice.

     

     

  • Neil Emery
    Neil Emery Posts: 3
    edited June 2021 #8

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Hello Bert 

    Sorry I was confused and assumed you were PD staff member. A video and some screenshots would be fantastic - thank you. Your help and advice is much appreciated - Neil

  • Paul Minors
    Paul Minors Posts: 66
    10 Comments Solution Provider
    edited June 2021 #9

    Hi @Benjamin Stanley 

    Do I understand you correctly that you do have one-click call and call tracking option but not the insights you refer to? That combination in license would seem strange to me?

    I also use the one-click call and call tracking option myself and get the reports I want from it.

    Chipping in here. From what I can see, when you log a call, it isn't logged as an actual activity. It looks like one but it's not. So when you try to create a report to show the volume/type of calls made, there doesn't appear to be a way to do this in the reports. Because it's not actually an activity, the call outcomes don't appear in the activity report.

    I know some 3rd party tools like Justcall log the call as an actual activity which is why this can be reported on. With Pipedrive's native caller, this isn't the case.

    @Bert Calatz if you have screenshots, that would be great.

  • Bert Calatz
    Bert Calatz Community Driver Posts: 79
    10 Comments Community Driver
    edited May 4 #10

    OK, @Benjamin Stanley @Neil Emery @Paul Minors ,

    As promised, a short video how calls are registered and how to make this visible with insights. Sorry for the poor sound quality. It has literally become a kitchen table recording.

    Any questions afterwards, it might be nice to do a short zoom meeting if it suits you.


  • Benjamin Stanley
    Benjamin Stanley Posts: 9
    edited May 4 #11

    OK, @Benjamin Stanley @Neil Emery @Paul Minors ,

    As promised, a short video how calls are registered and how to make this visible with insights. Sorry for the poor sound quality. It has literally become a kitchen table recording.

    Any questions afterwards, it might be nice to do a short zoom meeting if it suits you.


    Hello @Bert Calatz 

    The video is very useful thank you. I've set up a report as you have done with the name of the owner, Call and Activity status and as you say this provides a count of all activities marked as Call. I also added a filter to remove any Call with Less than 1430 minutes to exclude the Activities logged as Calls that didn't happen through Caller.

    As you suggest in the video the bit that is missing is the action/result from that call, the no answer, demo booked etc. Sure we can create a further Activity for Demo Booked (which we do) but this isn't easy to see next to the Call insights. 

    So I can now get a total count of Call activity types which is good - thanks.
    The request to the Pipderive team is to extend this with the additional info so we can say 30 calls made today with X resulting in a demo and X no answer and X messages left. 

  • Neil Emery
    Neil Emery Posts: 3
    edited June 2021 #12

    OK, @Benjamin Stanley @Neil Emery @Paul Minors ,

    As promised, a short video how calls are registered and how to make this visible with insights. Sorry for the poor sound quality. It has literally become a kitchen table recording.

    Any questions afterwards, it might be nice to do a short zoom meeting if it suits you.


    Thanks Bert - very helpful :-)

  • Paul Minors
    Paul Minors Posts: 66
    10 Comments Solution Provider
    edited June 2021 #13

    OK, @Benjamin Stanley @Neil Emery @Paul Minors ,

    As promised, a short video how calls are registered and how to make this visible with insights. Sorry for the poor sound quality. It has literally become a kitchen table recording.

    Any questions afterwards, it might be nice to do a short zoom meeting if it suits you.


    Thanks for the video Burt. I didn’t realise calls actually tracked as activities. Thanks for teaching me something new. As Ben  mentioned it helps but it still would be nice if Pipedrive could report on the outcome.

  • Hossein Mohsenian_8278
    edited August 2021 #15

    Hi @Benjamin Stanley 

    If you need a report or monitoring facilities it worth looking at PLECTO (this is used by Pipedrive internally too). I am also trying to find out more info from PLECTO. (Customizable KPI Dashboard)

  • James Houghton
    James Houghton Posts: 8
    Photogenic
    edited May 4 #16

    OK, @Benjamin Stanley @Neil Emery @Paul Minors ,

    As promised, a short video how calls are registered and how to make this visible with insights. Sorry for the poor sound quality. It has literally become a kitchen table recording.

    Any questions afterwards, it might be nice to do a short zoom meeting if it suits you.


    Any update on this critical feature.  It's so important to us so we can measure SDR performance that we are considering moving away from PD after only a few months.

    How can you easily measure an SDR performance without the metrics!?

  • James Houghton
    James Houghton Posts: 8
    Photogenic
    edited May 5 #17

    Any update on this critical feature.  It's so important to us so we can measure SDR performance that we are considering moving away from PD after only a few months.

    How can you easily measure an SDR performance without the metrics!?