Viewing Zoom Revenue Accelerator scorecard and coaching analytics

Users can view scoring data for sales scorecards and coaching and the number of scorecards filled out by a sales manager in Zoom Revenue Accelerator analytics. Users can also view the average scores for reps or teams evaluated based on selected scorecards. Managers and sales leadership can view aggregated evaluation scores for sales representatives over custom date ranges, filtered by specific scorecards and teams. The feature allows drilling down into individual-scored conversations to understand context. Results can be exported for external analysis. Options are provided to include evaluations completed or interactions started within a date range. Sales leaders can gain visibility into scorecard usage and average scores across the organization.

This article covers:

• How to access Zoom Revenue Accelerator analytics for scorecards and coaching
  • Access the All Analytics tab
  • Access the My Analytics tab
• How to select scorecards to show analytics
• How to add charts to the My Analytics tab
• How to view scorecard data
  • View the All Analytics tab
  • View the My Analytics tab

Prerequisites for viewing Zoom Revenue Accelerator scorecard and coaching analytics

• Pro, Business, Enterprise, or Zoom Phone standalone account
• Licensed user with Zoom Revenue Accelerator license

How to access Zoom Revenue Accelerator analytics for scorecards and coaching

Access scorecard analytics in the All Analytics tab

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Revenue Accelerator then Analytics.
3. Click the All Analytics tab.
4. Click the Scorecards filter.

Access scorecard dashboards in the My Analytics tab

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Revenue Accelerator then Analytics.
3. Click the My Analytics tab.
   The charts that you favorited will appear on this page.

How to select scorecards to show analytics

1. Access scorecard analytics in the All Analytics tab.
2. On the analytic card, click the dropdown menu and select the scorecard that you want to view, then click View.
   The selected scorecards will be displayed as secondary tabs under Search. They will persist there until the user removes them voluntarily by clicking X.

How to add charts to the My Analytics tab

1. Access scorecard analytics in the All Analytics tab.
2. Under Search, click the scorecard you want to view.
   Analytics will display the data in a bar chart by default allowing you to compare the average scorecard scores of designated teams or reps at a glance.
3. (Optional) At the top of the page, filter the analytics chart:
   • Under Scope, click the dropdown menu and select Selected Teams (to view variances across teams), or apply filters based on your preference.
   • Under Time Period, click the dropdown menu and select a date range (Last 7 days, Last 30 days, Last 90 days, Last 365 days, or Custom Period).
   • Click Advanced Filters to set more specific filters based on your preference, then click Apply.
4. (Optional) In the top-right corner of the chart, click Add to My Analytics to favorite analytics charts.
   A pop-up window will appear.
   Note: Both the applied filters and display settings will be saved for this view.
5. In the window, enter a Name for the view.
6. Click Add.
   This will create customized My Analytics and Team Analytics dashboards.

How to view scorecard data

View the All Analytics tab

1. Access scorecard analytics in the All Analytics tab.
2. Under Search, click the scorecard you want to view.
   Analytics will display the data in a bar chart by default allowing you to compare the frequency of keywords mentioned across your calls at a glance.
3. (Optional) At the top of the page, filter the analytics chart:
   • Under Scope, click the dropdown menu and select Selected Teams (to view variances across teams), or apply filters based on your preference.
   • Under Time Period, click the dropdown menu and select a date range (Last 7 days, Last 30 days, Last 90 days, Last 365 days, or Custom Period).
   • Click Advanced Filters to set more specific filters based on your preference, then click Apply.
4. (Optional) In the top-right corner of the chart, click Add to My Analytics to favorite analytics charts.
   Note: Both the applied filters and display settings will be saved for this view.
5. Under Chart Type, click the bar or line chart view.
   • If you selected the bar chart, view and manage the following analytics:
     • Click the Y-axis dropdown menu and select from the following options to compare scores:
       • Reps
       • Teams
       • Call queues
       • In total
       • Questions: View the type of question (rating scale, single choice, yes/no, etc.), total number of responses, and calculation percentage.
         Note: This option is not available when you select all scorecards.
       • Depending on what you choose for the Scope (from Step 6), the following results will occur for the Y-axis:
         • When you select your team or just one team for the Scope, the default Y-axis will be Reps.
         • When you select multiple teams or all teams for the Scope, the default Y-axis will be Teams.
         • When you select individual members for the Scope, the Teams option is disabled for the Y-axis selection.
     • Click the Segment by dropdown menu and select from the following options:
       • None
       • Won/lost: The closed/won status corresponds to the current deal stage. This is the only segmentation available for scorecard analytics.
     • In the bar chart, hover your mouse over a keyword’s bar to view information at a glance.
   • If you selected the line chart, view and manage the following analytics:
     • At the top of the line chart, click a metric to remove it from the chart.
     • In the line chart, hover your mouse over a keyword’s data point on a line to view information at a glance.
   • On both the bar and line chart views, click a scorecard's bar or data point to open a panel and drill down the data that shows the following:
     • View the average score (percentage).
     • (Optional) Click View scorecard to access the scorecard page.
       Note: Only account owners and admins can see this link. 
     • View the scorecard description under the title.
     • At the top of the panel, click the rep/team dropdown and select another rep/team.
       Note: You can only switch between reps when the reps on the chart are available.
     • To the right of the number of members, hover your mouse over the information icon and view the team member list.
     • View the line chart that displays the rep’s historical scores. The historical scores show the trend of scores based over a specified time. Each data point represents a score. The X-axis increments (7, 30, 90, 365 days) follow the existing pattern of line charts.
       Note: A scorecard can have multiple scores for a rep in one day; the average is calculated and shown in a tooltip when you hover your mouse over the line chart.
     • Click the Sort by dropdown menu to sort the order of the cards.
     • (Optional) Select the Show auto-zero scores only checkbox.
     • View the rep/team cards. On the rep/team cards, click Score detail to further drill down to the score's details.
       A panel will appear.
       • In the panel, view the score details. 
       • (Optional) For auto-zero questions, at the top of the panel, click View trigger to scroll to the auto-zero question. If there are many auto-zero questions, you will jump to the first one.
       • At the bottom of the panel, access the following options:
         • Click View Conversation to access the Conversations tab. 
         • Click View scorecard to access the scorecard's page.
           Note: Only account owners and admins can see this link. 

View the My Analytics tab

Note: Ensure that you have favorited analytics charts before viewing this tab.

1. Access scorecard dashboards in the My Analytics tab.
2. Manage your dashboards:
   • Remove a dashboard:
     • In the top-right corner of a dashboard, click the ellipsis, then click Remove.
       A confirmation window will appear.
     • In the window, click Remove.
       Note: This action cannot be undone.
   • Reorder your dashboards:
     • In the top-right corner of a dashboard, click the six dots, then drag and drop the dashboard in the order that you want.