Understanding Win Rate
This article explains how sessions are marked as won and how to setup workflows to use this feature.
Setup on the workflow
In order for the system to understand if a session has been won, you’ll first need to mark an end section in the workflow as a win.
To get started, navigate to Workflows and select a workflow or start a new one. For help on creating a workflow, we recommend you read the article on How to create a workflow.
Once in the workflow section editor, choose or create an end section that indicates a successful result, such as scheduling a meeting or placing an order.
The win option will only appear if no answers are added to the section. Without answers, the section indicates the end of a workflow.
Reviewing won sessions
After a session ends on a section marked as won, the session itself is marked as won. If you navigate to the Sessions page, you can view an overview of the won calls based on the “Won” text included in the row.
If you select the completed session, the green border shown at the top of the session record indicates the session was won.
Analyzing the win rate
The Workflow Usage report and User Performance reports both include the win rate. This metric is calculated from completed sessions that are marked as won.