Explore Insights to understand how you and your team are performing. See how you compare with other members on your team, so you know where and how you can improve your performance.
Navigate through the page to:
Interaction: See stats on your call interactions. Compare how you're preforming to the rest of your team.
Trackers: Gain insights into how often specific topics or phrases come up in conversations.
Understanding the numbers:
Before diving into Interactions and Trackers insights, understand how calculations work. Stats are calculated for recorded calls, based on the filters you select:
Date: Period of time (choose date ranges or customize)
Owner: Calls hosted by a selected individual
Trackers: Viewing stats by a Tracker defined in your Grain workspace
Participants: Calls attended by a selected individual
Companies: Calls with a selected company
Note: Stats are only calculated for calls that are external calls - calls with at least one participant outside your organization
Interaction tab:
Metrics in this tab indicate you and your team's conversation performance and areas for improvement, with recommendations for best practices:
Talk/Listen Ratio: Percentage of time you spoke.
Filler Words: Frequency of using filler words per minute.
Longest Monologue: Duration of the longest uninterrupted speaking period.
Talking Speed: Words spoken per minute.
Patience: Average time waited after the customer finishes speaking.
Trackers tab:
Identify the most talked-about topics and phrases in your conversations using the Trackers tab. This helps you track the important parts of conversations, focusing on what matters to you. Grain offers default trackers, and you can create custom trackers based on your business priorities.
Trackers are concept-based trackers focused on surfacing ideas rather than specific words. Using AI, trackers identify related concepts even if expressed differently. For example, a smart tracker for "Budget" can catch phrases like "We’re looking for a cost effective solution" because it recognizes the concept, not just the exact words.
In the Trackers tab, see the percentage of calls mentioning specific concepts. Click on a Tracker to explore all recorded meetings related to that topic.
How Interaction metrics and Trackers benefit you:
Interaction Stats and Trackers offer key insights into your conversations, revealing when certain phrases or concepts are mentioned, along with their frequency. Managers can use trackers to monitor how team members handle pricing, product messaging, discovery questions, or objections. These insights, combined with interaction metrics, help identify effective communication strategies. This information can be used to coach the team and make quick adjustments if needed.