Understanding Win Rate
This article explains how calls are deemed as won and how to configure scripts to use this feature.
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.
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.
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.
If you select the completed call, the green border shown at the top of the call record indicates the call 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.