Report: AVG Number of Calls before a Connected Call

[DLeBlanc]

Hi Hubspot fam!

I'm looking to build a report that measures the AVG number of calls it takes to get the customer on the phone. Having major blockers.

Does anyone know a genius workaround?

[MrBean]

I think that you need to be calling through hubspot and recording outcomes.

Then, the most direct solution is the best. **Prerequisite-- you should definitely call through Hubspot and use 'Call Outcome' religiously. Then, ideally, I would aim to create a property 'Number of Calls Before Connected' and then build a workflow that counts calls up until a call is logged that equals connected.

Then all you have to do is avg that property anytime you need that data. the workflow isn't complicated, just make sure you unenroll contacts when they are connected. If it helps you can create an additional property for 'Connected Succesfully via Phone' True/False and update that whenever someone gets connected. 

Shouldn't be over complicated. Get the count. Then the avg follows. 

[kvlschaefer]

Thanks for sharing, @MrBean! 

[sharonlicari]

Hey @DLeBlanc 

Welcome to the Community! 🙂 

I can connect you with a few experts that might be able to share some tips on how to build this report. 

Hey @jforte @AdamLPW @GeorgeBThomas could you please share some ideas with @DLeBlanc?

Happy Friday

Sharon

[jforte]

Hey there @DLeBlanc we have a quite simple way to look to that.

First you need to build a property to know when did a call attempt was succesful. We make it manually by our SDRs but if your team makes the calls through Hubspot you can make a workflow to set that automatically.

Example: A contact becames an MQL because fits our criteria, we send to a selected SDR and we tries to call him (all those calls are being saved on the contact profile and counted as activity) then when the SDR have a succeful attempt we needs to choose one of 2 options or qualify him (SQL Date) or to Reject him (Reject Date).

So to understand how many calls you need to have a succesful attemp:
1. Create: Go to reports > Custom Report Builder > Select Contacts and Sales Activity as Data Source
2. Filter: On filters choose your date property that confirms success on your attemp (lets call SQL Date) to the time frame you want to check (in this example I selected the quarter) + Sales activities type in any of Call
3. Configure: Select the [SQL date] as X-axis , [Count of contacts] as Y-axis 1 and [Count of sales activities] as Y-axis 2

Example: On the image below you can check that on January it took on Avg 5.99 attempts to have a successful call, February 5.15 and March 3.58 (if you want to have that calculation on your report just build a calculation property to do it) 🙂 Feel free to ping me with more doubts and keep rocking on Hubspot  💪

[karstenkoehler]

Hi @jforte,

How is this excluding activities after a first successful connect? (Currently, this report would visualize sales activities before and after.)

Best regards

[jforte]

Ups, nice point @karstenkoehler! 

Never thought of that (we don't use this report) but as a quick fix we need to get to the base of it. We need to build a workflow that:
1. As trigger will have: Last Contacted: Known + Activity Type: Call (with re-enrolment on)
2. First step if/then branch: Check if [SQL Date] is before Last Contacted
3. If so it will stop the flow to this contact, if not it will increase the value on a custom property (Lets call [Call attempts before success]) everytime there is a new activity type = call.

It will look like this: 

Now that we've the workflow on we can build the same report I've made in this thread but on looking to [Call attempts before success]. Does it make sense?

[jlgrvv]

The trigger - "Activity Type: Call" can't be used for re-enrollment. which means after the first time, the trigger would be satisfied whenever 'Last Contacted' is updated with a call, sms, meeting, etc. and not just on calls.

Have you found a way to achieve this in order to segment out activity types before a connected call?

for example, [sms attempts before success] [call attempted before success] etc

[jforte · Accepted solution]

Hey @jlgrvv! Now Hubspot solved that problem to us 🙂

With "event occurs" triggers we don't need to use properties as last contacted to set re-enrollment criteria!