Drift has several reports built into it, all built to help you understand how well you're doing in sales, conversations, and many other things.  

Billing Plan: Plan information is listed under each Report in this doc.
 

In this article, we'll go over the following report screens:

• Drift Dashboard
• Pipeline
• Chat Playbooks
• Site Coverage
• Conversations
• Meetings
• Calls
• Automation
• Team Performance
• Routing

Drift Dashboard

Available for Admin on the Premium and above plans.

To view your dashboard:

• Log into Drift
• The Dashboard should be the first screen you see.  If you navigate away from the Dashboard, simply click the Drift icon at the top of the Navigation menu. 

Drift Overview

• Understand how Drift is performing
• Conversations, emails captured, CQLs
• View data: dive into emails captured and CQLs (view conversation), export data

 

Influenced by Drift

• Available on Premium and above
• Contains information on opportunities, pipeline and Closed Won accounts that have conversation activity associated with them
  • Opportunities: the number of sales and pending deals that you decided to track in SFDC which were influenced by Drift.
  • Pipeline Influenced: the sum of revenue attached to all said Opportunities which were influenced by Drift.
  • Closed Won: the total revenue from deals marked as closed-won in SFDC (in which a contact has inked the deal and become your customer) which were influenced by Drift 
• The conversation where the account communicated with your team is also included
• Toggle it on in Settings > Integrations > Salesforce
• You can see a breakdown of this data in Reports > Sales Results (more details in Sales Results section)

Meetings Report 

• Meetings booked & who’s booking the most meetings

Conversation Report

• New conversations & average conversations by time of day

Conversation Analysis

• • Available on Essential and above (legacy), Available on FY22 Enterprise only
  • Available for Admin
• Conversations > Search conversations

Conversation Analysis lets you discover hidden insights that would otherwise be locked away in all of your customer conversations. It’s like having a microphone for your website! With Conversation Analysis, it’s now easier than ever to understand your customer and improve the buying experience. 

• Filters
  • Words or phrases (phrases are exact, keywords look for similar words)
  • CQL score
  • Conversation outcomes (meeting booked, email captured, phone captured)
  • Conversations started from (URLs)
  • Playbooks
  • Teammates in conversation (do not have to be current participants)
  • Company name
  • Conversation tags
  • URL query parameters
  • Saving filters is available only on Enterprise
• Data range 
  • Premium can see data up to 2 months old
  • Premium and Enterprise can see data up to 1 year old
• Histogram 
  • The histogram metric is based on the number of conversations that have messages that match your filters per day
  • The conversations per day metric is the number of conversations that match the filter, and match the transcripts that show below the histogram (unique conversations)
• View conversations (sidebar or link to conversation view)

Sales Results

Available on Premium and above

Available for Admin

• Reports > Sales Results
• Detailed reports of Influenced by Drift dashboard
• If you click on the info icon in the top right corner you can access Drift’s methodology for Drift Influenced Revenue

Overview

• Reports > Sales Results > Overview
• Opportunities: the number of sales and pending deals that you decided to track in SFDC which were influenced by Drift.
• Pipeline Influenced: the sum of revenue attached to all said Opportunities which were influenced by Drift.
• Closed Won: the total revenue from deals marked as closed-won in SFDC (in which a contact has inked the deal and become your customer) which were influenced by Drift. 
• Consolidated view of the 3 standalone reports (pipeline, closed won, sales cycle)
• ‘Influenced’ by Drift: any Opportunity that has Drift Activity attached to it
  • Basically, if there was a conversation through Drift Chat before a deal was closed, then Drift has influenced that opportunity
  • ‘Sourced’ by Drift: any Opportunity that was created up to 90 days after the primary contact for that opportunity had a conversation in Drift
    • In other words, when a person chats in Drift, any opportunities created in the following 90 days that identify this person as the primary contact (or only contact on an opportunity) are counted as sourced
• Filter by date range, opportunity type, source or influenced

Pipeline

• Reports > Sales Results > Pipeline
• Export CSV
• Shows Drift influenced and sourced pipeline opportunities & corresponding revenue amount
• Filter by date range, opportunity type, sourced or influenced
• Hover over any bar on the graph to get a breakdown by opportunity type
• Detailed table of opportunities (created, closed, opportunity name, account, type, amount, view in SFDC)

Closed Won

• Reports > Sales Results > Closed Won
• Works exactly like the Pipeline revenue report above - difference is that this report only shows opportunities that are in the closed won stage in SFDC

Sales Cycle

• Reports > Sales Results > Sales Cycle
• Average # of days between the date the opportunity was created and the closed won date
• Filter by date range, opportunity type, sourced or influenced

Chat Playbooks

Available for Admin

Reports > Chat Playbooks

Overview

• Reports > Chat Playbooks > Overview
• Filter by date
• Email CSV (included archived playbooks)
• How are chat playbooks performing?
  • Playbook
  • Status 
  • Type
  • Sends (amount of users who were delivered the playbook because they fell into targeting and display condition + other variables)
    • Sends available for data through 10/1/20 
  • Conversations
  • Emails captured
  • Meetings

Detailed Playbook Report

• Filter by date

Performance

• All playbook types
• Export CSV
• Breakdown by day, week, month

Sends, conversations, emails captured, meetings booked

People

• All playbook types
• Export CSV
• Filter by conversations, emails captured, meetings booked
• Name, role/company, date sent, conversation, email captured, meeting, view conversation

Conversations

• Bot playbooks & conversational landing pages
• Export CSV
• View conversation in sidebar or link to conversation view

Conversation Flow

• Bot playbooks & conversational landing pages
• Cannot export
• Breakdown of which paths site visitors are following in a flow, as well as where there is drop-off
• Show total count or percent rate
• Include jumps (dotted lines)
• Multiple pages for different published versions within the date range

Conversation Ratings

• Bot playbooks & conversational landing pages
• Conversation ratings with the bot (turned on in Settings tab of playbook)
• Filter by rating 
• Rating, feedback, conversation, date

Edit Playbook

• All playbook types
• Link to playbook 

Site Coverage

Available on Premium and above

Available for Admin

• Drift needs to be installed on a page for it to surface in this report
• Breakdown of highly trafficked pages and also answers the question, “Are playbooks firing on your most high-traffic pages?”
  • Average coverage, highest coverage page, lowest coverage page
  • Filter by domain, URL, top level path, country, industry, employee range
  • All visitors, UTM parameter visitors, target account visitors (Available on Premium &Enterprise)

• Detailed table with page, total visitors, visitors shown a playbook, playbooks firing on this page
  • Click on the link with # of playbooks firing on the page to view a complete list 
    • Click on a playbook to be directed to the builder
  • Create a new playbook using the page as a targeting condition 

Conversations

• Admin can view all data & non-admin can view their own data

Chats

• FIlter by…
  • Date
  • Teammates (does not have to be current participant)
  • Team (available on Premium & Enterprise)
  • Participant type (teammate only, bot only, bot & teammate)
  • Drift status
  • Inbox
  • Lead stage
• Total conversations
• Overall medium response time
• Time of day
• New conversations (export CSV)
• Average conversations by time of day
• Overall median conversation length
• Median conversation length
• Where are site visitors starting conversations? (export CSV)
• How are conversations being tagged? (export CSV)

Meetings

Filter by date, teammates, team (available on Premium & Enterprise)

• Meetings by day
• Meetings booked with Drift
• Who’s booking meetings with us? (export CSV)
  • View and sort by name (& role if known), company, booked with, booked on, booked for, source, status
• Who’s booking the most meetings?
  • Drift teammate, meetings booked

Calls

Available on Premium & Enterprise

Filter by date, teammates, team (available on Premium & Enterprise), workspace (EAP for new 2021 plans)

• Calls by day
  • Calls made with Drift
    • Who’s getting on phone calls with us? (export CSV)
      • Name, company, call with, date, duration
• Calls by teammate
  • Who’s making the most calls?
    • Drift teammate, calls made

Automation

Available for Automation users

• Filter by date
• Sends, conversations, CQLs marked, emails captured, meetings booked
• What topics are my site visitors talking about?
• What new questions are my visitors asking?

Team Performance

Available for paid plans

Filter by date & team (available on Premium & Enterprise)

• Overall median response time
• Median response time
• Who’s responding to the most new conversations? (export CSV)
  • Drift teammate, # of conversations
• Top team conversation performance (export CSV)
  • Teammate, median time to first response, median conversation length, # of new conversations, average rating

Routing 

Available on paid plans

• Filter by date
• Where are conversations being routed? 
  • Route type
    • Manually joined
    • Playbook goals
    • Lead routing rules
    • Direct message
    • Playbook bot skills
    • Reroute conversation
    • Bot (Automation)
  • # of conversations

Email Playbooks

Available on Premium and above

• Filter by date
• How are email playbooks performing?
  • Playbook, status, type, sent, delivered, opens, clicks, replies
  • Click on a row for details of an email playbook

• Details
  • Filter by date & edit playbook 
• • • Performance
      • Total enrolled, total clicks, total conversations, total lost, total $ influenced
      • Table with email #, email subject, sent, delivered, opens, clicks
  •  

 

• • • People (email CSV)
      • Filter by activity, email
      • Name, company name, status, enrolled date, opened, clicked, email reply, website chat, booked meeting, booked with, last send from, last sent, next send