Leverage the competitive nature of your sales teams by utilizing PowerHour leaderboards. With PowerHour leaderboards, managers can create public TV leaderboards that run competitions between reps.

For example, a manager can create a PowerHour leaderboard that runs from 8 AM to 10 AM today focused on appointments set. When the time hits 10 AM, confetti cannons shoot off in the leaderboards and the leader is declared.

PowerHour leaderboards freeze when they are over so that they can be referenced later. PowerHour Leaderboard are not just limited to a single day, they can span multiple days.

PowerHour Setup:
Administrators who have access to create and edit leaderboards can easily configure PowerHour leaderboard pages.

To create a PowerHour Leaderboard:

  1. Edit or create a leaderboard
  2. Create a new page within the leaderboard
  3. Set the name, KPI, and team that will show on the leaderboard.
  4. Select PowerHour in the interval, then set the start and end date/time

PowerHour leaderboard pages that have not yet started will be displayed on the leaderboard, and will automatically activate at the specified start date and time.

Implementation Details:

  • Upon release all leaderboards will continue to work the same way that they do today. To use PowerHour leaderboards, you must create a new leaderboard. PowerHour leaderboards are not available for leaderboards that already exist.
  • To encourage reps to keep making calls, if a rep is on a call when the PowerHour ends they will get credit for the call as long as the call ends within an hour of the PowerHour ending. This will update the PowerHour end metrics.
  • The interval for PowerHour pages are only available on leaderboards created after June 7th, 2019. If a leaderboard created prior to June 7th is edited the option for PowerHour will not be available.
  • To remove an old PowerHour page from a leaderboard, an administrator will need to edit the leaderboard and delete the page.
  • Don’t see the KPI you want to track? Learn how to create custom KPIs.


Improved LinkedIn Sales Navigator Messaging

Playbooks enables reps to interact with their prospects through LinkedIn Sales Navigator without having to leave the Playbooks window. Prior to this update, a LinkedIn Sales Navigator step could be added to a Play, but reps were left to write the message themselves on each LinkedIn step.

With this update, reps can use the subject and message that was written for them in the Play Editor for the LinkedIn step. This reduces the time reps have to spend writing messages from scratch and ensures they use the right messages at the right steps in the Play.

Implementation Details:

  • No implementation required.


Inbound Call Routing Improvements

Two improvements have been made to Inbound call routing for Playbooks.

Auto-Unavailability for Inbound
When an inbound call is routed to a rep, that call is routing to only them at that very moment. The call will attempt to route to the rep up to ten seconds, and will, depending on configuration, either move on to the next rep waiting for an inbound call or be sent to the rep’s station phone.

If a rep has missed answering inbound calls four times in a row, the rep will now be automatically set to unavailable for inbound so that they are no longer delaying inbound calls from being answered or routed. A rep can easily go available for inbound again by clicking the “SET TO AVAILABLE” button, clicking the red headset, or logging back in to Playbooks.

Inbound Lookup Priority for Rep Queues
When an inbound call reaches a rep queue within a Call Path, Playbooks attempts to determine who the inbound caller is by first searching Playbooks, and then searching the CRM to find a match. Playbooks first searches the lead object, then contact object, and finally the account object.

The longer it takes for Playbooks to find a record in the CRM is the longer the inbound caller waits for their call to be routed to a rep to be answered. With the new inbound lookup priority feature, administrators can set per Rep Queue which objects from the CRM to search and in what order.

For example, if a company primarily calls contacts, an administrator may want to remove leads from being searched on inbound calls, or configure the Rep Queue to first search contacts and then leads.

To enable or disable an object from being searched, select or unselect the object. To change the search order, click the vertical dots and drag objects up or down.

Implementation Details:

  • Upon release, all inbound routing will continue to work as it always has. No configuration is required to maintain existing functionality. All existing Rep Queues are pre-configured to first search leads, then contacts, then accounts. This is how the product works today prior to this feature addition.
  • To adjust the lookup order for Rep Queues, an administrator will need to edit the Rep Queue and make the desired adjustments.


Start/Stop Call Recording Button

The rules and regulations around call recordings differ greatly by region across the world. Within Playbooks there are a handful of features that can help keep you compliant. Playbooks can record all calls, skip recordings from calls to certain states or countries, or even record only the rep talking on the call.

Leveraging the new Start/Stop Recording button, reps can choose when in a call the call should be recorded or not. Playbooks will continue to automatically start or not stop recordings per company configuration, however reps will have the ability to override the recording configuration on a call-by-call basis.

For example:

  1. A rep makes a call and the system configuration determines it should be recorded.
  2. Playbooks begins to record the call automatically.
  3. The rep gets to a point in a call where they are collecting sensitive data they do not want on the recording, such as a credit card number.
  4. The rep can press a button to pause the recording, take the sensitive information, and then resume the call.

The ability to use the start/stop recording buttons are controlled by permission group, meaning that administrators can choose if reps should have this capability. By default upon release, no users will have access to the start/stop record button. Administrators will have to enable this functionality for reps to see it.

The permission in permission groups is called “Manual Start/Stop Recording”.

Implementation Details:

  • For a rep to see the start/stop button, an administrator must enable the functionality in permission groups. By default this functionality is disabled.
  • The ability to start or stop recordings is only accessible on outbound calls. Inbound calls are recorded based on the rep queue or company configuration for call recordings.
  • Pausing a recording stops the recording. When the call is resumed it will pick up where it left off – there is no empty break in-between.


Send Ad-hoc Emails while on a call

Multi-tasking and getting things done quickly is a core purpose of Playbooks. With this update, reps can now send ad-hoc emails while they are on calls with their prospects. For example, if a prospect asks for more information while they are a call, a rep can quickly send that email without having to wait for the call to end.

To send ad-hoc emails while on a call, simply press the ad-hoc email button at the bottom of Playbooks.

Implementation Details:

  • No implementation required.


Other Product Updates

  • Playbooks now fully supports Microsoft Dynamics Unified Interface.
  • Side-by-Side mode is now enabled for all current users and all new users by default and must manually be disabled.
  • Removed the “whoosh” sound from leaderboard page transitions
  • Importing or exporting a play that contains tracked email attachments now removes the attachments from the emails.
  • Fixed some issues around call log field ordering.
  • The gamification trophy in the extension can now be enabled and disabled via permission groups.