Overview
Outbound Dashboard gives a selected client one view of meetings, live opportunities, outreach efficiency, performance trends, activity, and cumulative call depth. Calling separates answered calls (including voicemail and phone systems), human or target pickups, qualified conversations, and speed to talk. Qualified Conversation is the client-performance metric and includes Referral, Not Interested, and Unqualified. Blacklisted Contact, Domain Blocked, and Prospect Hung Up remain human pickups but do not increase Qualified Conversation Rate. The Overview activity summary uses the same active-campaign send denominator and recorded-open numerator as Open Rate for the selected period. Call depth, caller-ID, destination scorecards, metric tooltips, and the client reporting pilot retain their existing evidence and scope rules. Meeting progress by week shows weekly bookings and a running total across the selected period, including zero-booking weeks. Eligible client users on the enabled account and designated internal reviewers can use SD Scorecard. Client users need an active account, current membership in an unarchived signed-client workspace and existing Outbound Dashboard permission. Impersonation and other client workspaces are excluded. The report may be temporarily disabled. Rep Activity Daily remains internal-only. Email replies and Recent responses share the selected period and include evidenced manual conversations as well as campaign replies.
How to use this page
Select a client and reporting period
Choose a client from the selector. The default is 12 weeks. The Reporting period label shows Last 12 weeks or the exact local calendar dates currently applied. The 7 days, 30 days, 60 days, and 90 days shortcuts use complete America/New_York calendar days immediately before today, so a partial current day does not change the comparison. Custom opens inclusive From and To dates for the dashboard metrics, trends, and Overview activity summary. Changing or resetting dates keeps your selected dashboard view and client context. SD Scorecard uses its own Eastern-time dates.
Review prospect interest alerts
On a client account, look below the dashboard header for Prospect interest. It shows your three latest unread interest alerts for the selected account, newest first, with a message and Eastern-time date. Select an alert title to open the prospect in that account and mark the alert read. Simply viewing the dashboard leaves alerts unread. If the alert has no linked prospect, it opens Notifications. Select View all notifications to open the full notification center.
Review the Overview tab
Overview shows meetings booked, held and upcoming meetings, warm leads, information requests, outreach efficiency, weekly activity, meeting goals, the meeting desk, active programs, pipeline analysis, and the activity summary when data is available.
Focus on Email or Calling
Use Email to focus the efficiency band and trend on emails and Open Rate, then review Recent people who clicked when verified human clicks exist. Use Calling to review Calls made, Overall answer rate, Human or target pickup rate, Qualified conversation rate, Speed to talk, Meetings from calls, cumulative call depth, and available caller-ID or destination scorecards. Recent responses uses the same selected period as the reply count. Refresh reloads the dashboard snapshot without changing that period.
Read an efficiency definition
Hover or focus the help icon beside an Outreach efficiency label. The plain-language definition appears inside the metric card and wraps to keep the full wording readable.
Review cumulative call depth
On Overview or Calling, find Calls per contact. Call coverage compares active contacts with at least one call against all active, non-trashed contacts. The buckets show exact roster counts for zero calls, one call, two to three, four to six, and seven or more. The note gives cumulative calls and the average per contacted lead, and the table below lists the contacts called most often. Use Most called contact rows to open Contact Detail, or Open weekly update to carry the context into reporting. This section is cumulative and does not change with the dashboard reporting-period buttons.
Use a quick range or custom dates
Use 7 days, 30 days, 60 days, or 90 days for completed ET-day comparisons. Use Custom when you need an inclusive date range. The custom To date cannot be later than the current ET date, and the opportunity pipeline remains live. The Reporting period and efficiency labels use the exact From and To dates you applied.
Read meeting progress by week
Find Meeting progress by week. Bars show Booked this week and the line shows Running total in selected period. Every week in the selected period is included, even when no meetings were booked. Choose an earlier Custom start date to include your initial ramp-up. Weeks start Monday in Eastern Time and use the meeting set date, not the scheduled meeting date. An asterisk marks a partial week, which counts only the portion inside your selected period. Bookings include all channels, even when Email or Calling is selected.
Open the underlying workspace
Select linked KPI or efficiency cards, meeting rows, campaign rows, or a click row to open the related meetings, call history, email history, campaign, contact detail, or other workspace. Destination links in the click list open separately.
Read and filter Overview activity
The Overview activity summary follows the dashboard reporting period. Open-rate Sends and Unique Opens match the send denominator and recorded-open numerator used by Open Rate. The activity chart stays daily and shows the most recent 14 days available within that period. Use event-type checkboxes to narrow the breakdown, then Refresh to load it again. Show all activity restores every event type while keeping the dashboard reporting period. In a self-serve workspace the activity is email only: SDR Calls, Call Analysis and Tools are not offered and their events never appear. Modern Open Rate evidence excludes bots and scanners; historical imports use recorded opens.
Read the calling answer funnel
Overall Answer Rate counts answered calls, including voicemail and automated phone systems; the card shows how many calls were answered. Human or Target Pickup Rate requires captured human-conversation evidence or a final outcome that proves a live person answered. Qualified Conversation Rate uses the client-performance outcome set and includes Referral, Not Interested, and Unqualified. Blacklisted Contact, Domain Blocked, and Prospect Hung Up can raise human pickup without increasing Qualified Conversations. Wrong-phone and unresponsive outcomes count in neither. Speed to talk is the average time from pickup to the first sound from the other side, and its detail line shows the time 95% of measured calls came in under. The note under the cards explains that answer rates for older calls are rebuilt from call records, recordings, transcripts and call results.
Use the journey reporting pilot
On the enabled pilot client, Overview and Calling add Positive conversation rate plus a Call performance by attempt table for Attempts 1, 2, 3, 4, and 5+. Positive means Warm Lead, Asked for Info, Referral, Meeting Set, or a later positive meeting outcome. Attempt numbers count chronological real outbound calls within one contact and campaign, collapse duplicate provider call IDs, and exclude dialing, skipped, and inbound callback rows. Unknown historical results remain in call and attempt totals but not in connected or positive totals. Select Export journey data to download a ZIP with contacts, campaigns, enrollments, normalized email events, call events, meetings, and a data dictionary. The download stays pinned to the selected pilot client context, including when another SalesHive tab has a different client open.
Compare connection rates by month
On Overview or Calling, find Connection rate by month. It covers all time, with a row for each of the last 12 months, so it does not follow the selected period like the cards above it. The top band shows Qualified conversations, Human pickups and Overall answer, and the table shows Dials, Answered, Human pickup and Qualified by month. Previous calling system figures (Previous system dials and Previous system conn.) appear only when the client has dials from the earlier calling system, because those calls were measured differently. The note under the table explains each rate. These rates count real outbound dialer calls only.
Read closed outcomes in reporting
The live opportunity pipeline and meeting status displays label Closed Won and Closed Lost separately. Both represent completed sales outcomes and count as held outcomes in meeting analytics. Closing an opportunity does not erase its booked-meeting history.
Review Account Recency when available
For the enabled client, open Account Recency. Touch Count, Call Touches and Email Touches use the selected period. Prospect and title columns use separate aging buckets as of the report end date: 30d is 0 to 29 days, 60d is 30 to 59 days and 90d is 60 to 89 days since each prospect's latest qualifying touch. Each prospect appears in only one bucket. A new touch moves that prospect back to 30d. Titles are deduplicated within each bucket; different prospects can place the same title in different buckets. Prospects last touched 90 or more days ago are outside these three columns, while their eligible accounts remain. Account recency uses the latest touch across that account. If today is selected, the report includes recorded events before its displayed loading time.
Check account history and data quality
Expand Definitions and data quality and any company Data notes. Accounts need a text Account ID, company name, valid company website, industry and at least one qualifying call or sent email by the report end date. Contacts group by their exact text Account ID; missing IDs are not inferred from website or name. Campaign enrollment is not required and Trash contacts are excluded. Company details come from the grouped current contact records. A contact without a title still counts as a prospect. Completed outbound attempts can include no answer or voicemail. Emails need recorded send evidence and reliable prospect linkage; a later bounce does not erase a send. Review the excluded-event counts rather than treating missing evidence as proof of no earlier outreach.
Search, sort and export account recency
Search accounts, IDs, titles or MDRs, select column headings to sort, and use First, Previous, Next or Last to move through 50-row pages. Scroll horizontally for all 21 columns. The grouped headers stay above the pinned account cells while you scroll within the table. Export all matching downloads every matching page in the current sort order from the loaded snapshot. Refresh loads new evidence. The CSV keeps missing values blank and job-title lists as JSON within quoted cells. Map Account ID as text; Salesforce mapping and import validation are separate.
Review SD Scorecard
Eligible client users and designated internal reviewers can open SD Scorecard for the enabled account. Select that client workspace and open SD Scorecard. Client access requires current workspace membership and Outbound Dashboard permission; impersonated sessions cannot use it. It starts with This Week, Monday through today in Eastern time. Choose Today, This Week or This Month, or enter From (ET) and To (ET), then Apply dates. The range includes both endpoints, permits up to 90 days and cannot end in the future. Current-day figures are partial.
Filter and export MDR activity
Choose All MDRs or one MDR and group by MDR or Month and MDR. Applying dates or a preset clears the MDR selection. Refresh loads new evidence. Export CSV downloads the current snapshot, including filtered rows in the selected table sort order, totals, rates, timezone and generation time. Collapsed rows still export their rates and details. Role appears only in CSV and is populated only when a recorded MDR assignment overlaps the period. Export is unavailable while loading or without a current report. Show all MDRs clears an unavailable selection. If loading fails, retry or shorten the date range. All MDR totals or Selected MDR totals appears above the detail rows and follows your date and MDR filters. The status row beneath the filters shows the selected Eastern-time period, Updated time and Today's totals are partial when today is included. On narrow screens, the update information wraps below the period. The CSV retains a total row and excludes recordings and transcripts. Refresh sits beside Export CSV at the upper right when space allows. The export note stays beneath Export CSV; the controls can wrap on narrower screens.
Read MDR definitions before comparing results
Expand How to read this report, or hover, focus or select the information icon beside a metric. Press Escape to close the definition. Calls count completed native outbound dials, including short calls, and exclude inbound callbacks, skipped or in-progress calls and migrated records. Qualified Conversations follow outcome definitions and do not necessarily mean qualified leads. Meetings Booked uses the recorded meeting-set date and setter, not when the meeting is scheduled; repeat bookings on one contact may be underrepresented. Emails Sent requires provider-confirmed platform campaign logs. Personal Gmail, unconfirmed sends, legacy imports and non-prospect handoffs are excluded. Provider-confirmed automated follow-ups can count. MDR credit requires the recorded sending alias and user to agree with the configured SDR mailbox mapping, or evidence from a verified dial session or explicit manual sender. Shared aliases, missing mappings and unresolved mismatches stay Unattributed. Reassigning a mailbox does not move past credit to its new owner.
Interpret MDR rates and coverage
Replies Received counts eligible campaign-linked replies received in the period, with uncategorized replies counted provisionally and known automated or excluded categories omitted. Reply credit needs a link to a proven sender. Same-period Reply Ratio divides period replies by period sends. Replies may relate to earlier emails, so the ratio can exceed 100% and is not the eventual response rate of those sends. Outbound Touches means Calls plus Emails Sent, including automated follow-ups, not completed task records or manual working time. Connection and conversation rates divide by Calls. Total rates use combined counts, not an average of row percentages; no denominator means Not available. Nonzero attribution and unconfirmed-email notices describe all MDRs in the period before the MDR filter. Duplicate records are removed, while repeat call attempts count separately. Source corrections can change historical totals. The Replies Received total includes an Includes uncategorized replies note. Open the reply information icon for the earlier-email and provisional-category explanation; rate information icons explain combined-count totals. The short note above the table confirms that email activity includes automated follow-ups.
Compare and expand MDR rows
The comparison table shows MDR, Seats, Calls, Live Connections, Qualified Conversations, Meetings, Emails and Replies, with View Calls in a separate column. Select a column heading to sort ascending, then select it again to reverse the order. The initial order is MDR name ascending. Select the name or chevron in a row to show Connection Rate, Conversation Rate, Same-period Reply Ratio and Outbound Touches, plus Seat 1 to 4 Launch Dates when the MDR has a permanent seat. Select it again to hide the details. Month and MDR grouping shows the month beneath the name. On narrower screens, scroll the table horizontally; expanded details use a compact grid. Sorting and expanding rows do not change totals or metric definitions. Expanded metric information icons explain the rates and Outbound Touches.
Open counted calls
Select View Calls beside an MDR with counted calls. The detail view keeps that MDR and the report dates; monthly rows use only that month within the selected range. The Call History table shows fixed report columns and Eastern-time dates. Select play beside a contact to listen to an available recording, subject to existing recording permissions. Browse pages or use Export filtered CSV for up to 10,000 matching calls. Return to SD Scorecard to change the report dates or MDR, preserving the originating grouping and selection. The view excludes transcripts, internal notes and coaching and does not offer call editing. CSV excludes recordings and transcripts.
Read the recorded MDR for the last touch
Last Touch By MDR comes from the same event as Last Touch. Calls use the recorded caller. Email attribution needs a supported manual send, verified caller session, or an unambiguous recorded sending-address match to an SDR mailbox and the same user recorded on the email. Qualifying scheduled follow-ups can count. Current mailbox ownership never replaces a different historical sender. Unsupported or conflicting attribution stays Unknown; established automation without a named MDR shows Automated.
Open Rep Activity Daily (internal only)
Designated internal reviewers for the enabled client can choose Rep Activity Daily. It shows one row per company, rep and Eastern calendar day. The default is Last 7 days, excluding today. Today and Yesterday select one day; Last 7, 30, 60 and 90 days exclude today. Use From (ET), To (ET) and Apply dates for a custom range up to 90 days, or View From date only for one day. Today is partial. This report has its own dates, separate from the main dashboard.
Search and export daily activity (internal only)
Search company, rep or Account ID, select a column heading to sort, and use Previous or Next for 50-row pages. Scroll the table to see all columns. Refresh loads a new snapshot. Export all matching includes every matching page in the displayed sort order, with all 13 columns. Import Account ID as text to preserve leading zeroes. Loading or an error is not an empty activity result.
Read daily activity definitions (internal only)
Open Definitions and data notes. Calls are completed outbound attempts, including no answer and voicemail; connects and conversations follow recorded outcomes. Emails Sent counts confirmed prospect sends, including automation and linked mailbox sends. Total Touches is Calls plus Emails Sent. Inbound Emails uses received dates, excludes known automatic replies and requires exact earlier-send evidence for rep credit; uncategorized replies are provisional. Unsupported or conflicting rep evidence stays Unattributed. Meetings counts contacts by recorded booking date, so repeat bookings may not count separately.
Review replies for the selected period
Open Email and find Recent responses. The heading shows the reporting period and Showing X of Y. Y is every qualifying reply in that period; the visible list shows up to the 100 latest replies. Replies to older sends can count, including supported manual mailbox conversations. Select a response to open its linked contact, or the contact workspace when no direct link is available. Refresh reloads the report using the same dates.
Use the enabled outreach workspace
On the enabled task-workflow client, authorized managers keep the full Outbound Dashboard. Restricted SDRs see Your outreach overview with their own recorded Dials, Human connections and Logged emails for the displayed Eastern dates. Open your campaigns, Review your contacts and See your results lead to Campaigns, Contacts and Activity report. The overview does not grant team-wide reporting access.
Open call or email history from a metric
Select a linked calling metric to open Call History, or Emails sent or Open Rate to open Email History. Both open on the dashboard's applied From and To dates, including the default 12 weeks, so the counts line up after you click. Call History also includes short calls. Both pages use Eastern calendar days. Other filters and each metric's definition can still affect which records you see.
What the buttons do
- 12 weeks
- Restores the default 12-week dashboard reporting window.
- 7 days / 30 days / 60 days / 90 days
- Uses the selected number of complete ET calendar days immediately before today, excluding the current day.
- Custom
- Opens inclusive From and To date controls for a specific dashboard reporting window.
- Overview
- Shows client outcomes, full channel context, pipeline, meetings, campaigns, and the period-aligned activity summary.
- Shows email efficiency, active-campaign Open Rate (or Not tracked when open tracking is off), email trends, verified clicks and Recent responses for the selected period.
- Calling
- Shows calls made, overall answer rate, human or target pickup rate, qualified conversation rate, speed to talk, meetings from calls, and available caller-ID or destination diagnostics. Not shown in self-serve workspaces.
- Open meetings / Review booked meetings / View all
- Opens the related meetings workspace.
- Set a meeting goal / View meetings set and held
- Shows in the Meeting goal panel when no weekly goal is saved for the period. Staff see Set a meeting goal; clients see View meetings set and held. Both open Meeting Goals. The panel is hidden in self-serve workspaces.
- KPI and efficiency cards
- Open related call history, email history, campaigns, contacts, meetings, or other workspace details. Call and email cards keep the dashboard dates.
- Refresh
- Reloads Overview activity using the dashboard reporting period and currently selected event types.
- Show all activity
- Restores every Overview activity event type your workspace offers while keeping the current dashboard reporting period and excluding bot or scanner opens.
- Open weekly update
- Opens Weekly Meeting Update from the Calls per contact section.
- Most called contact row
- Opens Contact Detail for one of the ten active contacts with the highest cumulative call count.
- Efficiency help icon
- Shows the complete plain-language definition for the selected Outreach efficiency metric on hover or keyboard focus.
- Export journey data
- For the enabled pilot client, downloads the journey ZIP and data dictionary for the client selected on this dashboard.
- View weekly counts and changes
- Expands the weekly table with Booked, Change from prior week, and Running total. Changes compare consecutive full weeks only.
- Account Recency
- Opens the account outreach history report only for an enabled client.
- Definitions and data quality / Data notes
- Explains retained evidence, exclusions, grouping and missing or conflicting account details.
- Export all matching
- Downloads all search-matching Account Recency rows across pages, with the current sort and loaded evidence.
- Account Recency Refresh
- Loads a new account history snapshot for the selected period.
- SD Scorecard
- Opens the report for eligible client users on the enabled account and designated internal reviewers.
- Today / This Week / This Month / Apply dates
- Sets the separate SD Scorecard period in Eastern time, including the partial current day, and clears the selected MDR.
- MDR / Group by
- Filters SD Scorecard by person and groups by MDR or Month and MDR. A long MDR list includes search. When the menu shows a search field, type to narrow its choices. Press Escape from that field to close the menu and return focus to its button without changing the selection. Reopening starts with an empty search.
- SD Scorecard Refresh / Export CSV
- Loads new evidence or downloads the current authorized snapshot with totals and rates.
- How to read this report / metric information icons
- Explains SD Scorecard evidence, exclusions, attribution and rate limitations.
- View Calls
- Opens the restricted call-detail view for the selected MDR and reporting window.
- MDR comparison column headings
- Sort comparison rows by name or the selected numeric metric; select again to reverse the order. Export CSV uses the same row order.
- MDR row name or chevron
- Shows or hides the row rates, Outbound Touches, Seat 1 to 4 Launch Dates and metric explanations.
- Rep Activity Daily (internal only)
- Opens the enabled daily company and rep report for designated internal reviewers. Client accounts cannot access it.
- View From date only
- Uses the Rep Activity Daily From date as both the start and end date.
- Rep Activity Daily Export all matching
- Downloads all matching rows across pages from the loaded snapshot in the selected sort order.
- Seats and View Calls information icons
- Hover, focus or select for definitions. The Seats heading explains the measure. An icon beside a row value appears only for a recorded departure in that reporting period and shows its date. Escape closes the help.
- Prospect interest alert title
- Opens the linked prospect in the selected account and requests that the alert be marked read. If saving the read status fails, the prospect still opens and the alert may remain unread.
- View all notifications / Open notifications
- Opens the full Notifications page from Prospect interest. Open notifications appears when the alert panel cannot load.