Activity Tracking

 

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Table of Contents

 

 

 

1.0 Introduction

 

2.0 Items to track

 

3.0 Call Outcomes

 

4.0 Call / Meeting Activity Reason

 

5.0 Settings

 

5.1 Activity Outcome

 

5.2 Call and Meeting Activity Reasons

 

6.0 Activity Modal User Interface

 

7.0 Examples

 

 

 

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1.0 Introduction

 

To provide more detailed reporting, we need to collect additional information for Call and Meeting activities types

 

Please do this in two phases:

 

• Phase 1: Update the database (Alpha). This way the queries for the reports can be worked on while Phase 2 app logic and UI updates are in progress

 

• Please send database design details on how it is configured and the entity relationship

 

• Phase 2: Logic and UI update

 

2.0 Items to track

 

Activity type > Call

 

• Need to track if the call being logged was an Incoming or Outgoing. When a user manually logs a call activity, they need to be able to indicate if it is an incoming call or outgoing call. Currently the RingCentral integration keeps track of this but we also need to provide this option when a call activity is manually logged.

 

Call Activity Outcome

 

• This is used to track the effectiveness of call activities. Further details is provided in Section 3.0.

 

Call / Meeting Activity Reason

 

• This is similar to a deal stage but used when calls or meetings are held outside of a deal and need to track if it falls under a particular category
• Covered in Section 4.0

 

3.0 Call Outcomes

 

The Call Outcome will be used to track how a user is performing with their calls and the quality of leads from sources.

 

1. Default list of Call Outcomes for the Not Answered state will be provided but the admin can rename the items or make an outcome inactive. Default list we will provide:

 

• Appointment Set
• Demo Booked
• Disconnection/No Longer in Service/Busy
• Left Voicemail

 

1. We already offer a checkbox for Left Voicemail on the Activity modal. I would like to relate these two together so we do not have repeated data points. If Activity Call Outcome is toggled off by the Admin (section 5.0), then we will show the checkbox as we currently have it.

 

• Left Live Voicemail
• Need to Nurture
• Connected

 

2. Admins can create new Call Outcomes that will be available for their organization
3. Attributes of the Call Outcome:

 

• Name
• Description
• Checkbox: Answered / Not Answered

 

1. Depending on what the user selects when logging a call, the respective options will show. For example, right now we show Left Voicemail as an option when Not Answered is selected
2. Most likely, these outcomes will only be used for the Not Answered state
3. For our default list, it should all be set for the Not Answered state

 

• Status: Active / Inactive

 

1. If Inactive, it will not show as an option for the user on the Activity modal

 

4. If an Outcome has been applied to an activity, the admin should not be able to delete it. Only mark it as Inactive

 

4.0 Call / Meeting Activity Reason

 

This is a way to indicate what stage of the sales life cycle a call / meeting is and will be used for reporting purposes.

 

We will not provide any predefined list. The user will have to create it. Until they create at least one item, the dropdown will not show on the activity modal - even if it is turned on by the Admin.

 

On the Activity Modal, the label for the dropdown will depend on the type of activity selected.

 

• Call Activity Reason
• Meeting Activity Reason

 

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5.0 Settings

 

Company Admins should be able to define the following properties.

 

• Add a menu under Company Settings called Customizations > CRM (tab) > Activities. Similar to what we have under Personal Settings > Account Preferences

 

Under the Activities title, there will be two panels.

 

5.1 Activity Outcome

 

• Add an On / Off toggle for Outcome. If ON, then the dropdown will show on the Activity Modal when the Activity type Call is selected and Answered / Not Answered is active
• Options from Section 3.0 (#2) of this document will be displayed
• User can add / modify Outcomes. Cannot modify the Left Voicemail outcome name

 

5.2 Call and Meeting Activity Reasons

 

• Add an On / Off toggle for Call and Meeting Activity Reason
• A predefined list will not be provided. A user can add to it.
• Attributes:

 

• Name
• Description
• Related to Activity type: Call / Meeting / Both
• Status: Active / Inactive

 

6.0 Activity Modal User Interface

 

 

 

 

 

 

 

 

1	Move the Answered / Not Answered button up and show the dropdown for the Call Outcome (if turned on by the admin).
2	If turned on by the admin, show the {Meeting / Call} Type dropdown where the Left Voicemail checkbox would appear.

 

 

 

7.0 Examples of Use

 

We will need to make sure that these are set up in the database in a way to minimize joins when pulling reports with these additional information. Examples of common reports that will be generated using these values:

 

• Outcome report (filtered by activity type) over a period of time (and could be further filtered by user and/or Source) - this will give managers a better idea about the quality of leads coming from these sources. For example, if a lot of calls are coming up as Disconnected, then it is clear the quality of the leads are poor. Managers also want to monitor that if their sales team is making 50 calls a day, how many appointments are being set
• Total Activities by User filtered by Outcome type

 

 

 

 

The above is just an example of how this data will be utilized. Creating reports is not part of this requirement.

 

 

 

 If a status is associated with an active activity (not deleted), then we do not give the option to change the state: answered not answered. But they can edit the name and description still.