How to read the Pulse Employee Report
You will interpret employee-level Click-to-Call tracking-line metrics and Pulse AI signals on the Pulse Employee Report so you can coach inbound handling, outbound follow-through, and flagged calls.
Before you start
Before you read the Pulse Employee Report:
Open the report from Reports → Pulse → Pulse Employee Report and set Time Window plus any organization, employee, or campaign filters first
For plain-language metric definitions, use Reports → Glossary / Formulas
What this report shows
The Pulse Employee Report shows how Click-to-Call employees handle inbound calls on employee tracking lines, outbound Click-to-Call follow-up, and Pulse-identified outcomes such as handling, opportunities, appointments, and review flags—grouped by employee and store.
Definitions
The table below explains the columns and metrics on the Pulse Employee Report:
Column / metric | Meaning | How to use it |
IB Calls | Inbound-direction calls on included Click-to-Call employee lines | Compare inbound volume across employees and stores |
AI IB Handled | Inbound calls Pulse identified as answered or handled | Review whether inbound tracking-line calls are being picked up |
AI IB Handled % | Handled inbound calls as a share of inbound volume | Spot employees or stores with low inbound handling rates |
AI IB Opp | Inbound opportunities Pulse identified from calls | See where appointment or sales opportunities were detected |
AI IB Appt Set | Inbound appointments Pulse identified as set | Compare opportunity detection to booked appointments |
OB Calls | Outbound Click-to-Call calls | Measure outbound follow-up volume by employee |
AI OB Contacts | Outbound Click-to-Call calls Pulse identified as contacts | See whether outbound activity is connecting |
AI Flagged by Pulse | Calls Pulse flagged for manager review | Prioritize coaching on calls that need a second look |
AI Negative Sentiment | Calls where Pulse detected negative customer sentiment | Focus coaching on difficult customer interactions |
AI Escalated Customers | Calls where Pulse detected escalated customers | Follow up on high-friction conversations |
AI Promises Made | Calls where Pulse detected promises made to customers | Verify follow-through on commitments |
AI Suspicious | Calls Pulse flagged as suspicious activity | Review for potential compliance or quality issues |
How to read it
Use these steps to read the Pulse Employee Report:
Set Time Window and filters so the report matches the store, employee, or campaign you are reviewing.
Start with summary tiles: IB Calls, AI IB Handled, and AI IB Handled % to see inbound volume versus handling.
Review AI IB Opp, AI IB Appt Set, and related opportunity metrics to see whether identified opportunities are turning into appointments.
Check OB Calls and AI OB Contacts for outbound Click-to-Call follow-through.
Scan Pulse flag tiles such as AI Flagged by Pulse, AI Negative Sentiment, and AI Escalated Customers alongside volume metrics.
Use the employee performance table to compare individuals, then open Glossary / Formulas if a metric label needs clarification.
Limitations
The Pulse Employee Report has these verified limits:
It includes only Click-to-Call employee tracking lines—not every line in the account.
Pulse AI metrics differ from Agent Inbound Conversion, which measures BDC inbound campaign conversion. Use each report for its intended scope.
Metric labels on the live dashboard may differ slightly from export column headers. Use Glossary / Formulas on the Reports page for authoritative definitions.
Common questions
Why is AI IB Handled % low on the Pulse Employee Report?
AI IB Handled % compares Pulse-identified handled inbound calls to total inbound calls on Click-to-Call employee lines. A low value usually means inbound tracking-line calls are not being answered or handled—review IB Calls and AI IB Handled together before coaching on outbound activity.
How is the Pulse Employee Report different from Agent Inbound Conversion?
Agent Inbound Conversion measures BDC inbound campaign conversion (handled calls, leads, and appointments on inbound campaigns). The Pulse Employee Report measures Click-to-Call employee tracking-line activity using Pulse AI signals. They are not interchangeable.
Why is an employee missing from the Pulse Employee Report?
The Pulse Employee Report includes only employees associated with Click-to-Call tracking lines. Employees on other line types do not appear on this report.
What does "AI" mean on a Pulse Employee Report metric?
An "AI" metric on the Pulse Employee Report is a result Pulse identified from the call recording or transcript. Use Glossary / Formulas for the plain-language definition of each label.
What to do next
After you read the Pulse Employee Report, download the employee table for a coaching session, adjust filters to compare stores, or open Glossary / Formulas if you need a metric definition before discussing results with your team.
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How to use the Pulse Employee Report