Skip to main content
The Reports section gives you a clear picture of how your team is performing across every recorded call. There are two live reports — Overview and Playbook Analysis — each designed to answer a different question: how much are we doing, and how well are we doing it? Use filters to focus on specific time periods, meeting types, or individual reps, and switch between table and gallery views to find the format that works best for you.
For best results, configure your Call Scoring playbook before relying on qualitative metrics. Scores and Playbook Analysis data are only as meaningful as the criteria you’ve defined.

​
Filtering Reports

All reports share the same set of filters at the top of the page:
  • Meeting Type — focus on specific types of call (e.g. Discovery, Demo, QBR).
  • Date range — narrow results to a specific period.
  • Internal vs. external — separate internal meetings (all attendees from your domain) from customer-facing calls.
  • Team member — view data for one or more reps, or the whole team.
  • Activity type — narrow results to Video Call, Calls, WhatsApp, or Audio Note.
The Meeting Type and Team member filters accept multiple selections at once. On the Overview report, Pro-plan teams also get a Deals filter to focus on activities linked to specific CRM deals. Apply filters before diving into either report to make sure you’re analysing the right slice of data.

​
Overview Report

The Overview report combines quantitative activity metrics with qualitative quality signals, giving you a complete picture of call volume and effectiveness side by side.
Reports Overview table with activity metrics per team member

​
Quantitative metrics

​
Qualitative metrics

​
How these metrics are calculated

Total Duration spans the whole call, from the first word to the last, no matter how many people were on it. Total Talk Time only adds up the moments someone was actually speaking — so pauses, dead air, or anyone on mute aren’t counted. A slower, more thoughtful call can end up with a much lower Total Talk Time relative to its Total Duration than a fast-paced one.
Avg Duration and Avg Talk Time divide by the number of activities that actually produced a recording — not the total number logged. An activity that was scheduled or logged but never recorded (a call nobody joined, or one you chose not to record) doesn’t drag these averages down.
This isn’t a simple average of each call’s own percentage. Piper averages talk time and total duration separately across your whole selection, then divides one by the other. In practice, a handful of long calls can move this number more than many short ones — it reflects your overall talking pattern across the period, not an evenly-weighted average of individual calls.

​
Understanding talk-to-listen ratio

The talk-to-listen ratio tells you what share of each call the rep was speaking. It appears in the Overview report and on individual Transcription pages.
A high talk-to-listen ratio — for example, a rep speaking 80% of the time during a discovery call — can be a signal that they’re not asking enough questions or giving prospects enough room to share their challenges.Use this metric to:
  • Identify reps who may be pitching too early in the sales cycle.
  • Compare ratios across meeting types (e.g. demos naturally have higher rep talk time than discovery calls).
  • Track individual improvement over time after coaching.

​
Playbook Analysis Report

The Playbook Analysis report breaks down how well each rep is executing against your defined playbook — section by section, call by call, and rep by rep.
Playbook tab showing section scores per rep for the selected Call Scoring

​
What it shows

  • Individual call scores — the playbook score for each recorded meeting.
  • Average scores by section — how the team performs on each part of the playbook on average, revealing which areas consistently under-deliver.
  • Per-rep breakdowns — scores aggregated by individual team member so you can compare performance across the team.

​
Using Playbook Analysis for coaching

Find the weakest sections

Sort by average section score to identify which parts of the playbook the team consistently struggles with — these are your highest-leverage coaching opportunities.

Spot underperforming reps

Filter by team member to surface reps whose scores are consistently below the team average across one or more playbook sections.

Compare top performers

Look at the highest-scoring reps for a given section to understand what great looks like — then use those calls as examples in team coaching sessions.

Track improvement over time

Use the date range filter to compare a rep’s scores before and after coaching to measure whether the feedback is landing.

​
View Options

Switch between two views using the controls at the top of the report:
  • Table view — a structured grid of calls and metrics, ideal for sorting and comparing data across reps and time periods.
  • Gallery view — meeting cards with key metrics displayed visually, useful for quickly scanning individual calls and spotting patterns.
Use Edit Columns in table view to customise which metrics appear in the table.

​
Coming Soon

Coaching Reports are currently in development and will be available in a future release. This dedicated report will provide deeper insights for sales managers focused on rep development and onboarding.