Reporting on Impersonated Texts & Emails | Voters

Reporting on Impersonated Texts & Emails

complete

Clay Garrett

i.e. if I impersonate "John Smith" the activity report shows that as a message sent by John, not me. And there's no separate category I can find to see how many messages I sent impersonating someone. So it looks like I'm sending fewer messages than I really am.

This makes it difficult to accurately gauge a rep's activity.

Jacob Coleman

Merged in a post:

Allow mimic activity to count for user

Surin Campbell

When a user mimics Emma or another user, that activity should count towards their activity in reporting. Ex: text as Emma should count as a text for the user.

Jacob Coleman

Hi Surin, we actually made a change to this last week! As of that change, users who send an email "as" another user will get credit for sending that email on the activity report.

Shelby Parker

Thank you for posting, Surin Campbell! I have a few more questions for you:

Can you clarify what specific activities you would like to be counted towards the user's activity when they mimic another user?
Are there any specific types of reporting where you would like this activity to be reflected?
Would you like this feature to be optional or applied to all users by default?

Scott Christensen

This is a great addition, especially when part of your pay plan hinges on your activity!

Jacob Coleman

marked this post as

complete

Great News! We've released this update to the Standard Activity Report!

The Email and Text columns will now give credit for an impersonated email to the user who sent the email, NOT the user who they "sent as."
We added "Impersonated Email" and "Impersonated Text" columns, giving direct visibility to how many emails or texts a user sent while impersonating another user.

Philishia Crum

Jacob Coleman The big issue now is that on the standard activity report (any of these new reports) I can not filter to say "BDC" or "Salesperson" for totals in the report per the user like I can on the dashboard activity report. Not allowing to have these filters is a HUGE MISS and LET DOWN, and will have managers manually trying to count a users activity because all you get is a lumped in sum for that "Team" - Any way to 1 - correct this on the (new) Standard Activity Report? or 2 - add the columns for impersonating to the old dashboard activity report also. This is a must for me - I'm so dissatisfied that I have waited over ten years for this feature to have it not work for me.

Jacob Coleman

Hi Philishia, are you looking for today's data, or historical data? With the "Live" toggle off, you can filter the Standard Daily Activity Report by User Type to see BDC activity individually, or group by team to see the performance of everyone on your team. Is there another breakdown you're looking for?

Philishia Crum

Jacob Coleman I'm looking to filter to say BDC so I see a list of the BDC Agents and their totals. Filtered to TEAM only gives me the teams totals and I would have to manually count things to know what the BDC Agents totals are. I'm looking for the same information I can get now on the old Activity Report within the dashboard reports but also include the new impersonation numbers.

Jacob Coleman

Philishia Crum: Gotcha, thanks for clarifying! The Standard Daily Activity report has that (Filter by User Type) in the Historical view, but not the Live view. Is the Live view where you're missing it?

Philishia Crum

Jacob Coleman I figured it out! YAY!

Jacob Coleman

Philishia Crum: Great!

Jacob Coleman

Merged in a post:

Report on User Impersonation

Clay Shinkle

Reporting Metrics for User Impersonating other User

Jacob Coleman

Merged in a post:

Impersonating emails / text getting lost

Danya Quintero

There is already a post on here asking for the same thing but It would be great that if we impersonate a user the system is able to track it under the user who is sending it. It makes it difficult to keep track because once you respond under someone else it just gets lost.

Shelby Parker

Great to hear your perspective, Clay Shinkle! Following up on this:

Could you please elaborate on the specific metrics you would like to see for user impersonation?
What is the primary use case or scenario where you would use these metrics?
How would these metrics improve your experience with our CRM tool?

Shawn Goebel

Merged in a post:

AI impersonated touches should go under impersonator

Anna Kazimer

Any touch that you preform under your AI assistant should count in your daily touches

Shelby Parker

Hiya Anna Kazimer, thanks for this post! I have a few more questions for you:

Could you please clarify what you mean by 'touch' in this context?
Could you provide more details on how you envision the counting of these 'touches' to work?
What impact do you expect this change to have on your use of our AI assistant?

→