Calls_csm Terms
Here you will find all the terms regarding CMS.
A
Admin Cancel (E)
Events that were cancelled internally by the admin team.
Avg Event Grade
Average qualitative rating given to events on a scale from 1 to 10.
B
Bad Fit (E)
Bad fit events — meaning the lead does not qualify for the type of call they scheduled.
Booked Events
Events that are scheduled by customers with the CSM team.
(%) Booked (E) /Success
The percentage of all booked events that were successfully completed and classified as a “success.” Note: A booked Event includes all events that were added to the calendar, regardless of whether they were later canceled.
(%) Booked (E) to Live (E)
The ratio of booked events that turned into live ones.
C
CRM link
The direct link to the lead's profile in the CRM.
CSM
Client Success Manager — the person responsible for onboarding, supporting, and ensuring the long-term success of clients.
(%) Calendar (E) /Success
Percentage of all calendar events that were classified as a success. Remember: a calendar event refers to all the events you intended to have at the start of the day, regardless of whether they were later canceled or rescheduled.
(%) Cancel (E)
The percentage of total booked events that ended in cancellation (by either admin or lead). This metric helps evaluate consistency in show-up rates.
(%) Confirm (E)
The percentage of events where the lead explicitly confirmed their attendance.
D
Date
The specific day when a key action or event occurred.
E
Email
The email of the person.
Event
Name of the Calendly Event from the link where the lead scheduled the call (e.g., Coaching, Onboarding, Graduation). The term “Event” is also used to refer to a CSM call.
F
FU Booked (E)
A follow-up booked event refers to a call scheduled because the original session was unable to accomplish its intended objective fully.
This can occur when there wasn’t enough time to address all topics, the customer required more support than anticipated, or new issues arose during the conversation.
Tracking the frequency of these follow-ups is essential, as a high volume may indicate:
Insufficient time allocation per session
Misalignment between the session type and the customer’s actual needs
Gaps in the onboarding or lead qualification process
Full Name
The Full Name of the person.
G
Good Events
All Events, excluding bad fits and where a follow-up was booked.
Grade
A qualitative score from 1 to 10 is assigned at the end of a Customer Success session (e.g., onboarding, coaching, support) to assess how well the session objective was fulfilled.
(%) Good (E) /Success
Percentage of good events that converted into successful events. This metric helps you assess whether the intended objectives of each session are being met and reflects your overall effectiveness in delivering value.
How can you determine if this metric is healthy? ⚠️ Benchmarks may vary by industry or offer, but these are solid general standards:
Great (what excellent performance looks like): >90%
Normal (acceptable, but room for improvement): 80% – 90%
Bad 🚩: <80%
I
ID
A unique identifier automatically generated to distinguish a specific record, entry, or event within the system.
L
Lead Cancel (E)
Events that were cancelled by the lead.
Live Events
Events where the person attended the call.
(%) Live (E) /Success
Percentage of all live events that were classified as a success by the CSM.
N
NOT_filled
It's a validation that checks whether all fields have been correctly filled out.
P
Pending (E)
Number of Events that have been booked but whose scheduled time hasn’t occurred yet or haven’t been canceled.
Phone_wa
The lead's WhatsApp number, along with a direct link to start a conversation with them.
Q
Qualified Events
All Events, excluding cancellations and reschedules.
R
Reminder
This field shows the status of the reminder sent to the lead regarding their scheduled call. It includes three categories:
Not Yet: No reminder has been sent yet. Sending timely reminders helps reduce no-shows.
Sent: A reminder was sent, but the lead either hasn't responded or indicated they won’t attend. In this case, the recommended action is to reschedule the call to avoid losing the opportunity.
Confirmed: The lead has confirmed their attendance.
Resch (E)
Events that were rescheduled.
S
Status
This is the call status — the current state of the scheduled event. The categories are:
Scheduled - pending: The call is scheduled and pending.
Moved to another Rep: The call will be handled by someone else, as you won’t be taking it for any reason.
Cancel - by lead: The lead canceled the event or confirmed they won’t attend, and you were unable to reschedule.
Cancel - by admin: You canceled the event for any reason and were unable to reschedule.
Rescheduled: The call has been rescheduled for another date.
No Show: The lead didn’t show up for the call.
Follow-up Booked: You had the call and booked a follow-up because there were still pending matters.
LIVE Call - Bad fit: There was a mismatch, and the lead wasn’t suitable for that type of call.
LIVE Call - Qualified: The call was valid and successfully conducte
Success?
A Customer Success call is considered successful if its intended objective was fully achieved. This means:
If the goal was onboarding, did it occur, or is another session required?
If it were a coaching session, was it effectively delivered?
Successful Events
A successful event is one where the intended outcome of the session is fully achieved.
(%) Show Rate (E)
Percentage of events that the client actually attended. Critical for measuring that the intended CSM calls are being made, fundamental for client success, and that Clients are getting the proper support.
How can you determine if this metric is healthy?
⚠️ Benchmarks may vary by industry or offer, but these are solid general standards.
Great (what excellent performance looks like): >90%
Normal (acceptable, but room for improvement): 80% - 90%
Bad 🚩: <80%
Type
Type of call conducted. In the context of CSM, the types of calls could include: Onboarding, 1–1 Coaching, Graduation, etc.
Last updated