Salesloft data is broadly counted by "calls" and "call data records" Here are specifics on both.
This response data is split into three primary reports in Malartu: Cadences, People, and Call Records
- Cadence: The purpose of the cadence report is to analyze the number of calls/dials made within each cadence in the Salesloft organization, filtered by disposition and sentiment. For this report, we ignore call objects that do not have a Cadence ID.
- People: The purpose of the people report is to analyze the number of calls/dials made by one person within the Salesloft organization, filtered by disposition and sentiment. For this report, we ignore call objects that do not have a User ID.
- Call Records: The purpose of the call records report is to analyze the number of call records associated with each person in the Salesloft organization. This record contains information about a call, whether it was recorded or not, and whether the phone call was logged in Salesloft.
Within either the people or cadence reports you will notice two metrics: "Calls" and "Dials." These have two distinct definitions on Malartu.
Calls vs Dials
Calls are a count of logged calls and dials are a count of dials present for all calls. For example, if a rep called one contact 4 times and logged the call, you would expect 1 call and 4 dials. More specifically:
- Calls: The number of call objects we receive from the Calls endpoint of the Salesloft API, broken down by either rep or cadence depending on the report.
- Dials: The sum of all recordings within the call objects we receive from the Salesloft API, with a minimum of 1 recording per call object (ie. If a call has 0 recordings, we count this as 1 dial). A rep can dial into one call object multiple times.
Important: In most Salesloft organizations, Calls represent the unique number of calls a rep has logged, but not all calls are logged. To get a complete number of times a rep physically calls on a phone, you must also include Call Data Records.
Call Data Records: Matching Malartu Data with All Records in Salesloft Interface
Since the Salesloft API splits call data between Calls and Call Data records, you must combine the two to understand the total number of times a rep makes a call in Salesloft.
The sum of logged calls (Calls) + call data records without a call (Call Records > Does not have call) should match all records you find in the Salesloft UI.
You can build these aggregate metrics for each rep using custom metrics.
Navigating calls vs dials in logged calls dispositions and sentiments
Only logged calls will have information on call sentiments and dispositions. Calls will measure the number of call records with those sentiments and dispositions while Dials will measure the sentiments and dispositions for all recordings associated with those call records.
For example, if your goal is to measure the number of phone actions a rep took, you would likely want to analyze Dials.
However, if your goal is to measure the number of demos booked (an outcome), you would likely want to analyze Disposition > Demos Booked > Calls. Calls would measure the unique number of demos booked, while some demos may have required multiple dials to get booked.
Drawing a connection between these two factors, you may want to create an efficacy KPI like "Dials to Demos" where you divide the number of demos (calls) by the total number of call records ([Calls] + [Call Data Records: Does Not Have Call]).