Zoom Revenue Accelerator (ZRA) provides analytics and report data for numerous metrics. This enables Zoom Revenue Accelerator end-users and managers to review these metrics across their team, providing potential insights into trends and issues of their conversation techniques. This article goes into more detail about the various metrics and analytics, so you can better understand and use this data. Note: Metrics and analytics are provided for informational purposes and may contain inaccuracies. Results are not intended to be used for employment decisions or other comparable decisions. All recommended ranges for metrics are based on publicly available research. Learn more about customizing recommended ranges for conversational metrics. This article covers: How to access Zoom Revenue Accelerator analytics Access the All Analytics tabAccess the My Analytics tab How to customize Advanced FiltersHow to understand speaker analytics Talking speedTalk-Listen ratioFiller WordsLongest SpielPatience How to understand conversation analytics Number of ConversationsDurationGood QuestionsNext StepsSentiment ScoreEngagement Score How to understand Zoom Revenue Accelerator deal analytics Number of Conversations per DealConversation Duration per Deal How to understand Zoom Revenue Accelerator IndicatorsHow to understand Revenue Accelerator product usage Conversation ViewsCommentingScorecardsMoments (shared and created) How to understand Revenue Accelerator scorecard metrics Prerequisites for managing Zoom Revenue Accelerator analytics Pro, Business, Enterprise, or Zoom Phone standalone accountLicensed user with Zoom Revenue Accelerator licenseAutomated scoring feature enabled for the account How to access Zoom Revenue Accelerator analytics Access the All Analytics tab Sign in to the Zoom web portal.In the navigation menu, click Revenue Accelerator then Analytics.Click the All Analytics tab.At the top of the page, set the following filters based on your preference: Scope: Click the Scope filter dropdown and select from the following options to find specific metrics: Myself: View personal metrics.My Team: View your team's metrics.All Teams: View metrics shared with you or your team.Select team(s): Select the team you want to filter, then click Apply to view a specific team's metrics.Select member(s): Select the member you want to filter, then click Apply to view a specific member's metrics.Note: The teams listed depend on the access configured by your Revenue Accelerator admins. Time Period: Click the dropdown to select Today, Last 7 days, Last 30 days, Last 90 days, Last 365 days, or Custom Period.Advanced Filters: Click Advanced Filters. Use search parameters to search for multiple terms and exclude specific terms.Save filters: Save new filters (if you want to reload and view the same filter later), update existing filters, switch to saved filters, or clear all filters. Select from the various analytics sections provided, with more detailed information about each analytic in the sections below: ConversationSpeakerDealIndicatorsProduct UsageScorecards (Optional) Click the export button and select from the following actions: Export to CSVExport Conversation Data to CSV: Select the data types to be included in the CSV file, then click Export. The report can include the following: Conversation InformationCRM InformationParticipant-level Conversational MetricsTopics and Indicators MentionedRevenue Accelerator Usage Metrics (Optional) Click Add to My Analytics to save the metrics to the My Analytics tab.A pop-up window will appear. In the window, under Name, enter a name for the analytics view.Click Add.Both the applied filters and display settings will be saved for this view. The view will be added to the My Analytics tab. Access the My Analytics tab After you choose to add metrics to My Analytics, you can view the saved metrics in the My Analytics tab. Sign in to the Zoom web portal.In the navigation menu, click Revenue Accelerator then Analytics.Click the My Analytics tab.View your saved analytics and metrics.(Optional) On the top of a saved analytic board, click the ellipsis , then click Remove. If a confirmation window appears, click Remove.Note: This action can't be undone.(Optional) On the top-right corner of an analytic board, click the 6 vertical dots , then drag and arrange the analytic board in the order that you want. How to customize Advanced Filters The Advanced Filters allow users to specify scope, deal stage, CRM components, and activities, and save this customized view for future use. Access the Zoom Revenue Accelerator Analytics page.Click the All Anayltics tab.At the top of the page, click Advanced Filters.Define the following: Scope: Use the Scope filter to find specific metrics. To view personal metrics, click the Scope filter dropdown and select Myself.To view your team's metrics, click the Scope filter dropdown and select My Team.To view metrics shared with you, your team, or other teams, click the Scope filter dropdown and select All Teams.To select a specific team's metrics, click the Scope filter dropdown and select Select team..., then select the team you want to filter, and click Apply.Note: The teams listed depend on the access configured by your Revenue Accelerator admins.To select a specific team member's metrics, click the Scope filter dropdown and select Select member..., then select the member you want to filter, and click Apply. Time Period: Click the dropdown to select Today, Last 7 days, Last 30 days, Last 90 days, Last 365 days, or Custom Period.CRM: Use the search bars or dropdown menu for the following: Customer or Lead: Search by customer or lead.Deals: Search by deal.Stage during Conversation: Click the dropdown to select a stage.Additional CRM Fields: Click Add filters to add fields that have been enabled for this page. For those added filters, you can search and select values.Note: Contact your Revenue Accelerator Admin to request any changes. Conversation: Use the dropdown menus for the following: Type: Click the dropdown and select the meeting, phone call, or call queue call.Call direction: Select the call direction (inbound, outbound, or all directions).Duration: Specify the duration in minutes.Language: Click the dropdown and select the language. (Optional) Save the customized view for future use in the following ways: In the top-right corner of the panel, click Save filters, then choose an action:Note: This will appear when a change is made to the current customized view. Update: Update the current customized view (if it's already saved).Save as new...: Save the view as a new customized view.Switch saved filters: Switch to another saved filter.Clear all: Clear all filters. In the top-right corner, click the current deal's name, then choose an action: Clear all: Clear all filters.Switch saved filters: Switch to another saved filter.Edit: Edit the name of the customized view. (Optional) Click the Set as default filters toggle to enable or disable it.Click Save. Delete: Delete the current customized view. If a confirmation window appears, click Delete.Note: This action cannot be undone. (Optional) Click Clear All to remove all filters.Click Apply.The advanced filters will be applied. How to understand speaker analytics Talking speed This shows the average number of words spoken per minute by the speaker. Each user’s rate of talking speed allows teammates and managers to determine whether the sales rep is talking too fast or too slow during meetings. Ideally, the sales rep should keep the talking speed within a specific range to help keep the meeting moving while still being understood. Based on this data, the sales rep and managers can work to increase or decrease their talking speed to improve this meeting skill. Talking speed reports can be created for the user level, individual conversation level, or only part of an individual conversation. Talking speed tends to drop when the speaker is conveying highly technical information to improve comprehension. Research also suggests that “listenability” also increases when a speaker takes more frequent and longer pauses on average. Even more, reason to be sure you are breathing steadily when pitching to customers and prospects! Recommended range: A talking speed between 110-160 words per minute. Talk-Listen ratio This shows the average percentage of total time when the speaker was speaking. The talk-listen ratio of each user allows teammates and managers to view the proportion of time the speaker is actively speaking in a meeting and also how well the speaker is able to engage the customer or prospect to participate. Using analysis of data across multiple sales reps, deals, and conversations, managers can get an ideal pattern of this talk-listen ratio, which can be used to adjust their strategies to improve the deal closing rate. Our research indicates that this ratio fluctuates based on the type of information conveyed in addition to the role and relationship of the speaker to their audience. For example, while conversations involving a senior executive or a more technical topic can require more air time from the speaker, that’s not always the case. It is clear that higher ratios indicate that the speaker is not allowing enough time for their audience to voice needs, concerns, questions, and suggestions, which is critical to productive conversations. Note: How the Talk-listen ratio recommended range is measured will differ based on the number of internal participants in the call. Filler Words This shows the average number of filler words used per minute by the speaker. Filler words, such as ah, um, and hmm, can indicate that the sales rep needs to be more familiar and confident with what they are saying. Interestingly, studies found that using filler words excessively, as well as not using any filler words, can diminish a speaker’s credibility. Managers can locate these meetings or sales reps who use too many filler words and work to improve their conversational or product confidence. Zoom Revenue Accelerator tracks the number of filler words used every minute. Recommended range: 0.6-3.0 filler words per minute (6-30 filler words per 10 minutes) Longest Spiel This shows the duration of the longest speech segment of the speaker. A spiel, or monologue, is being the only participant speaking for a length of time, which can discourage others from participating in the conversation, impact listener comprehension, and cause fatigue. This data can help managers coach sales reps into being more aware of how much time they are speaking at once and creating pauses for questions or comments. The recommended maximum for a monologue varies, depending on the topic you are presenting on or question you are answering, but recent research suggests that stopping intermittently to ask questions boosts overall learning and retention in the educational sector. Recommended range: Avoid monologues that last more than 2:30 minutes to increase the interactivity of the call, promote engagement, and lead to better sales outcomes. Patience Patience reflects how much time between a question and the respondent’s answer. This can indicate how much patience is given to potential clients, which can affect the deal’s overall progress and outcome. This can be reviewed and coached to help sales reps improve their ability to control the pace of conversations. Zoom Revenue Accelerator measures patience in seconds. Recommended range: Waiting between ½ and 1.5 seconds for the customer to respond. How to understand conversation analytics Zoom Revenue Accelerator conversation analytics provide valuable insights into how your sales team engages with clients during Zoom meetings. Number of Conversations The total number of all recorded conversations and the metrics are displayed. Duration The average duration of all recorded conversations and the metrics are displayed. Good Questions Engaging questions posed by the sales representative can keep customers interested in the deal or conversely lead to a higher abandonment rate of potential customers. Teammates and managers can use this data to track the sales reps that use fewer good questions during meetings and deals, to suggest more engaging questions to use. Zoom Revenue Accelerator measures the level of meaningfulness of questions by the response duration, meaning a longer response to a question is indicative of a more engaging question. Recommended range: 3-8 engaging questions per conversation Zoom Revenue Accelerator enables easy identification and tracking of Good Questions asked by sales representatives, internal participants, and customers, offering a valuable tool for capturing and leveraging insightful contributions during meetings. Next Steps An effective meeting should have clear next steps with action items or conclusions. A lack of a next steps plan may cause a disconnect between the sales rep and potential customers. Sales reps can use this report to ensure they set up next steps from their meetings or review to catch any missed next steps from their personal notes. Managers can use this to coach sales reps on effective next steps planning. This is displayed as a percentage of the next steps set up for each meeting. Sentiment Score Sentiment provides sales reps and managers with a way of assessing the customer's sentiment. This is based on the entire meeting’s analysis and mainly focuses on the sentiment of the conversations, with higher scores indicating a more positive effect and scores around 50 indicating a neutral sentiment. Engagement is based on various factors, including talk-time ratio, response time lag, and frequency of speaker changes. These are used to estimate how engaged a customer or prospect is throughout the entirety of the conversation. The sentiment and engagement scores range between 0-100, with higher scores indicating a higher engagement or sentiment. Recommended range: A sentiment score greater than 61 and an engagement score greater than 50. Engagement Score The average engagement score across all recorded conversations and the metrics are displayed. Engagement score is based on various factors, including talk-time ratio, response time lag, and frequency of speaker changes. These are used to estimate how engaged a customer or prospect is throughout the entirety of the conversation. How to understand Zoom Revenue Accelerator deal analytics The sections below break down each available analytic for deals, combining deal data from integrated CRM with meeting metrics. Number of Conversations per Deal This data analysis can show the best pattern for a deal and determine whether to have too many or too few meetings for specific types of deals. Based on the analysis, managers can adjust their strategies to provide a better sales experience and improve the deal close rate. Your default view consists of data from the past 3 months for your team, and ranks the number of conversations logged per deal, sorting them from highest to lowest. Other filters can be applied to change the data you are reviewing. Conversation Duration per Deal This data analysis tracks the length of meetings (too long or too short) for a specific type of deal and can be used as insight to improve their deal closing rates. Based on the analysis, managers can adjust their strategies to optimize their sales reps workload and time management. Your default view consists of data from the past 3 months for your team and ranks the sum of conversations needed for each deal. Other filters can be applied to change the data you are reviewing. How to understand Zoom Revenue Accelerator Indicators Zoom Revenue Accelerator Indicator identifies specific words, phrases, or sentences in your recording transcripts so you can capture critical moments in your conversations. You can choose between the following categories to efficiently organize your indicators: MarketProduct/FeatureSales PlaybookOther Learn more about Zoom Revenue Accelerator Indicators. How to understand Revenue Accelerator product usage Track the usage of Zoom Revenue Accelerator involves monitoring various metrics such as conversation views, comments, scorecards, and moments. Conversation Views Conversation views refer to the number of conversation viewing sessions per rep. It shows the number of viewing sessions and unique conversations viewed. Commenting Provides the number of comments made by a user. It can provide valuable insights into a user’s level of engagement and understanding of the content. Scorecards Provides the number of scorecards filled out by a sales manager. Moments (shared and created) With the usage report for moments, users can track the number of moments created and their popularity. They can review metrics such as the number of unique moments created, the total number of views, and the top moments by view count across all users, per team, and per member. Provides the number of moments or conversations shared or created by a user. Sales managers can use this information to identify the reps who are most effective at sharing and creating content and to provide feedback on the quality of the shared/created content. How to understand Revenue Accelerator scorecard metrics View the average scores for reps or teams evaluated based on selected scorecards. Access the Zoom Revenue Accelerator Analytics tab.Click the All Analytics tab.Click Scorecards.On the left side of the chart, click from the following options: Click Search to use the dropdown, then search for and select a scorecard, and then click View.Choose from the following scorecard types to view metrics: All basic scorecards: View the average scorecard scores based on all basic scorecards.All automated scorecards: View the average scorecard scores based on all automated scorecards. View the analytics chart.This will display the average scores based on the selected scorecard. You can view the average scorecard scores of designated teams or reps.On the chart, click a metric (bar) to view more details.A panel will appear, displaying more details about the scorecard scores. You can View scorecard, View details, or View in conversation in the panel.(Optional) On the left side of the chart, choose from the following actions: Click Search to search for and select another scorecard's metrics.Click the close icon to remove a scorecard from the analytics view.Click a scorecard name to switch to that scorecard's metrics.