Stats & outcomes
What the Insights metrics measure, how the outcome breakdown is computed, and how to exclude an outcome from the stats.
The Insights page sums up calling activity over a period: for you, or for the whole team if you're a manager. This page explains what each number counts.
The metrics
| Metric | What it counts |
|---|---|
| Calls made | Every call placed over the period. |
| Connects | The calls where a human picked up. Voicemail doesn't count, and a multi-dial counts once (you only talk to one prospect). The % is the share of calls made. |
| Qualified | The connects you gave an outcome to, except outcomes excluded from the stats (see below). The % is the share of connects. |
| Meetings booked | The connects whose outcome is marked as a meeting. The % is computed on qualified. |
Hover a percentage to see what it's computed on.
Outcomes breakdown
The Outcomes breakdown block shows how many connects got each outcome. The percentages are computed on qualified: they add up to 100% and match the metric of the same name.
The greyed-out rows at the bottom of the block keep their call count, but have no percentage:
- the outcomes excluded from the stats;
- Unqualified: a human picked up, but no outcome was entered.
Excluding an outcome from the stats
Some outcomes say nothing about the quality of your conversations: a prospect who hangs up immediately, a wrong number… They drag every percentage down without teaching you anything. You can exclude them.
- Open Account → Call outcomes.
- Edit the outcome concerned.
- Turn on Exclude from stats, then save.
An excluded outcome:
- still counts as a connect: somebody did pick up;
- no longer counts towards Qualified, nor in the base of the meeting rate;
- appears greyed out, without a percentage, in the outcomes breakdown;
- carries the Excluded from stats badge in the outcome list.
The change applies to the whole organization and to every period, including calls already made. It stays reversible at any time.
A meeting outcome can't be excluded
An outcome marked as a meeting always counts towards qualified, otherwise the meeting rate could go over 100%. As long as the meeting option is on, the exclusion option is disabled.
The same numbers are used by Claude when you ask it for campaign or team stats (see Connect Claude).