Understanding Win Rate

This article explains how calls are deemed as won and how to configure scripts to use this feature.

Script configuration

In order for the system to understand if call has been won, first you need to mark at least one end section in the script editor to won.

Before the system can determine if a call has been won, you need to configure a script to use the won setting.

First, go to Scripts and select a script or start a new one. For more information on how to create a script, read the article How to create a script.

Once you're on the script editor page, choose (or create) a final section in the script that indicates the call was successful, such as scheduling a meeting.

Compass software UI configuring win option on a script

The win option will only appear if no answers are added to the section. Without answers, the section indicates the end of a script.

Reviewing won calls

After a call ends on a section marked as a win, the call itself is marked as won. If you navigate to the Calls page, you can get an overview of the successful calls based on the Won text included in the record.

Compass software UI showing a won call in the list of all calls

If you select the completed call, the green border shown at the top of the call record indicates the call was won.

Compass software UI showing a call record that was won

Analyzing the win rate

The Script Usage report and User Performance reports both include the win rate. This metric is calculated from completed calls that are marked as won.

Compass software UI showing win rate in the reports

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