Chili Piper offers two different report breakdowns: Conversion and Distribution. The Conversion report provides direct insights into lead conversions, while the Distribution report breaks down how individual meetings were distributed by bookers into queues to your assignees.
Reports are available in Handoff workspaces types only and are only visible to admins.
Admin Center -> Manage workspace -> Reports
In this article, we'll cover each section of each report type:
Conversion
These reports give you direct insights into lead conversions. On the top-most part of the report, you can filter by the inbound router (concierges).
Monitor your data over time
Choose your Router or leave it as All Concierges and then select your date range (it will default to Last 7 Days)
A - Total form submissions per date range chosen
B - Leads who were considered "Qualified" based on the Rules setup in your Queues
C - Leads who scheduled a meeting or connected via phone call
Tracking Concierge Calls
D - A breakdown of your conversion rate for the date range selected
E - A breakdown of the outcome if the prospect was presented with both the option to initiate a call and scheduling a meeting
Prospect History
- Prospect
Information filled out by the prospect in the form hover over this, and you will see the form data being passed to Chili Piper. You can refer to this data to ensure your form mapping is correct.
- Presented Options
The queue that was matched to. If a rep was available, phone and/or video would also display as presented options.
- Rep Availability
This will always display as Available unless the prospect fails the queue rules (Disqualified - No Rules Match*).
If it displays "Not Available", there were no available assignees in the queue. Double-check your queue to see if the reps are available within the availability settings in the respective Meeting Type.
- Outcome
How did the prospect proceed?
- Booked meeting: A meeting was booked by the prospect
- Call connected / Call not connected: A call was initiated and subsequently connected if both parties answered
- No action taken: The calendar was presented to the prospect, and they did not proceed with booking a meeting or initiating a call
- No option presented: The prospect was disqualified and not presented the calendar to book.
- Assignment
How was the rep assigned?
- via Ownership: The prospect matched to a queue based on an Ownership Algorithm and was routed to the owner according to the rules
- via Manual: The prospect matched to a queue based on a Round Robin Algorithm and was routed accordingly
- via RoundRobin: The prospect matched to a queue based on a Strict Round Robin Algorithm and was routed accordingly
- No distribution - alerted: An email notification was sent to the assigned rep with the prospect's information (this must be enabled, see how)
- No distribution: The prospect was not routed and not assigned
- Contact - No distribution - alerted: The prospect is an existing contact in Salesforce owned by a user not active in a queue, and "re-distribution of existing contacts" is not enabled. An email notification was sent to the contact owner (enable this, see how)
*Why was the prospect Disqualified? Here are the most common reasons this could have happened:
- The prospect failed the rules and did not match to any queues based on the information they entered
- The queue rules may need to be updated (see more, #5)
- The form mapping might need to be updated (see more, #5)
- The javascript may not be properly embedded (only likely if the script was recently added to a page)
Distribution
All Meetings
The default view of the Distribution report will show you a breakdown of all meetings for your workspace based on the time range you set:
- Booked by: A list of the bookers that created the meeting. Clicking on the Booker's name will display the specific meetings they booked for themselves or others.
- Queue graph: Shows a list of assignees and what types of meetings they've been booked within the time range.
- Queue list: This allows you to select reports for a specific queue within that workspace, rather than viewing all meetings.
Types of Meetings
The graph breaks down meeting type by rep, with each stat listed by color:
The number of meetings booked manually is here for informational purposes only.
Hovering over this graph will provide a quick breakdown of each meeting type:
- Calibration: What the rep's calibration was set to in the time range for this queue.
- Meetings: Number of meetings successfully held in the time range (not total of all meetings booked).
- Meetings Booked By Prospect: When a prospect books a meeting through a queue's booking link or Concierge router.
- No Show Meeting: Meetings marked "no show" by the rep
- Cancelled Meeting: The number of meetings that were either cancelled by deleting from the calendar or cancelled by prospect link. Under the graph, you can toggle whether these are displayed or not by clicking the "eye" icon.
- Meetings Booked Manually: Meetings booked manually on your calendar without Chili Piper (found via Salesforce). At the bottom of the graph, it will display a total count of approximately how much time was spent booking these, which could have been saved by booking directly through Chili Piper. This is listed for informational purposes only and does not affect calibration.
- Meetings Skipped: When the rep was "next in queue", but the prospect chose a time when they weren't available.
Note: Distribution reports do not include meetings booked through personal booking links directly or meetings booked through Instant Booker. These reports are for information regarding distribution through queues/concierge.
Specify Queues
Selecting a queue from the right-hand side will allow you to see meetings booked to a specific queue within the workspace. Useful when you have many queues or want to see how specific queues are being distributed.
Assignee Drill Down
Click on the graph for any rep displayed to drill down into their bookings so that you can see specifically which meetings fell into the meeting type categories described above.
Note that you can see how the individual rep is weighted in that queue, which may affect the total number of meetings distributed to them.
This view will allow you to see the date a meeting was booked, who it was booked with (Company name in Salesforce), and the meeting title, date, and time.
Clicking the Company name will open their Salesforce record (if it exists).
Like the parent view, this shows you a breakdown of the types of meetings that were booked in this span, though the totals aren't displayed.
Note: With massive datasets, the report data may be very slow to load or may never load at all. When reporting for large datasets, we suggest taking advantage of our Salesforce custom fields and reporting within Salesforce directly.
You should be able to download the CSV report for the Conversion data, even if the graph itself can't be displayed.