How to measure usage insights with conversation engagement dashboard

Step-by-step

Engagement tab: Understand conversation engagement

The Engagement tab focuses on what happens after conversations are recorded.

Access the Engagement dashboard

1. Navigate to Usage Intelligence.
2. Select the Engagement tab.
3. Use the default timeframe (for example, Last 7 days) or adjust it as needed.

Review top-level engagement metrics

1. Review the aggregated engagement metrics at the top of the table:
   
   
   • Conversations listened duration – total time users spent listening to conversations.
   • Conversations listened – number of conversations that were listened to.
     Conversations % listened – percentage of available conversations that were listened to.
     Conversations commented – number of conversations that received at least one comment.
   • Total comments – total number of comments added.
2. Green and red arrows indicate change compared to the previous period.

Understand engagement by member

1. Review the table to see engagement at a member level:
   
   
   • Members – team members who listened to or commented on conversations.
   • Conversations listened duration – total listening time by the member.
   • Conversations listened – number of conversations the member listened to.
   • Conversations % listened – percentage of conversations available to that member that were listened to.
   • Conversations commented – conversations where the member added comments.
   • Total comments – total number of comments added by the member.

Use filters to refine engagement data

1. Use filters at the top to narrow insights:
   
   • Timeframe
   • Team
   • Member
   • Purposes
   • Outcomes
   • Call Types
   • More Filters (for advanced criteria)

1. Combine filters to answer questions such as:
   
   • Are reps reviewing their own calls?
   • Are managers listening and commenting on team calls?
   • Which call types receive the most follow-up engagement?

Interpret trends and changes

1. Use the percentage change indicators to understand trends:
   • Green arrows indicate increased engagement.
   • Red arrows indicate reduced engagement compared to the previous timeframe.

1. Focus on sustained trends rather than short-term spikes to evaluate adoption.

Troubleshooting and FAQs

Why is Conversations % listened low even though many conversations exist?
This is expected when conversations are recorded but not reviewed.

• Check if users know where to find recordings.
• Confirm coaching or review expectations.
• Look at engagement by role or team.