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I’m trying to figure out if it is possible to delineate different types of call activity within Engage. 

Use Case: We have three types of calls Sales Reps make. Prospecting Calls (generating new outbound business), Lead Follow-Up Calls (Following up on inbound leads), and Opportunity Follow-Up Calls (following up with active open opportunities. 

In Salesforce, we did this within a task by simply adding a Call Type Field. It doesn’t seem like there is any analog in Gong. The only options within Analytics is to filter by Flow activity, but in theory, any of these call types could be included in a Flow. The other recommendation I saw is to filter by account type (prospect vs. customer), but we sell to both prospects and customers (upsell/cross sell additional products)

Is there any good way to actually delineate how many outbound prospecting activities a team of reps in doing? 

Hi ​@Mark Full!, thanks for your question! 

Tagging in our Engage expert @Carly Lohnberg for this one 😊

​@Mark Full Good question.  It sounds like you’ve explored a few options already and you would like a marker that is both in Salesforce and in Engage.  Calls can span accounts but have different functions.  

Are you using Call Outcomes already?  That comes to mind as a way to potentially track this in Engage Analytics and in the Salesforce task.  You can customize call outcomes in Company Settings.  They appear in the Salesforce task as “Call result”.  In Engage Analytics, you can see under Performance, there is a column for “Connected call outcome (manual)” which gives you a break down.  There may also be a way to do this using call notes that can write back to SFDC but you can’t report on those in Engage Analytics so it may not be what you’re looking for.  

Let me know your thoughts.  

Interested about how you could do that with Call notes

When on a dialer call, you can take notes.  Those Notes write back to Salesforce on the Task.  The rep could use this to manually write in a Call Type following a certain syntax.  This would end up in Salesforce on the Task, however, it won’t be in Engage analytics to be reported on.   

It also may be less reliable than using Call Outcomes since the team would have to manually write it in.  However, I know this isn’t really what Call Outcomes are meant for either.  The perfect solution for what you would like may not exist now but I would encourage you to send it in as a feature request.  The team is always looking for your feedback!

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