Find where rep capacity is wasted
Low-fit accounts that soak up touches, high-fit accounts that get none. The hours are the same either way; this shows where they went and what they should have gone to.
The conversation
Sample accounts and numbers, for illustrationYouFor the last 60 days, match every rep's emails, calls and meetings to the accounts they touched, score each account on ICP fit and intent, and show me per rep how many hours went to low-fit accounts, which accounts absorbed the most, and which high-fit accounts with a signal in the same period got no activity at all.
Unify3 checks · mailbox, dialer and CRM
- Matched every email, dialer call and meeting in the last 60 days to the account it landed on, per rep, with a time cost per touch.
- Scored each touched account on ICP fit, on intent in the same 60 days, and on whether it ever reached a meeting.
- Listed the high-fit accounts with a signal in each territory that received no touch.
Four reps, about 640 hours of outreach in 60 days. One hundred and seventy of those hours went to accounts below the ICP floor, and 58 high-fit accounts with a signal got nothing.
- 640h
- outreach in 60 days four reps
- 170h
- on low-fit accounts 27%
- 58
- high-fit accounts with a signal, untouched
- 12
- accounts absorbed 110 hours none reached a meeting
| Rep | Hours | On high-fit with a signal | On low-fit | Untouched high-fit |
|---|---|---|---|---|
| Ana | 160h | 98h | 22h | 8 |
| Chris | 150h | 71h | 31h | 14 |
| Sam | 190h | 41h | 84h | 21 |
| Priya | 140h | 52h | 33h | 15 |
Touches and accounts are read from the records. Hours are an estimate from a time cost per touch, shown so the estimate can be argued with.
YouWhich accounts absorbed the most, and what should have had those hours?
UnifyTwelve accounts took 110 hours between them and never reached a meeting. Beside them sit the high-fit accounts with a signal that got nothing.
Forty employees, below the seat floor. Replies quickly, never books. Worked by Sam.
An agency, which the ICP excludes. Two calls, no next step. Worked by Priya.
High fit. New VP Operations and four support hires in the window. Zero touches. Sam’s territory.
High fit. Pricing page three times in two weeks. Zero touches. Chris’s territory.
YouTake Central: where did Sam’s 84 low-fit hours go, and which fitting accounts with intent got nothing?
UnifyFive accounts took 61 of Sam’s 84 low-fit hours. Of the 21 high-fit accounts he did not touch, eight showed a signal in the last two weeks.
- 1Lumen Freight19h · 46 touches
- 2Orchard Supply Co14h · 27 touches
- 3Pinecrest Dental11h · 23 touches
- 4Tallgrass Media9h · 18 touches
The fifth account took eight hours. The eight untouched accounts with a recent signal, Halden Robotics first, are the pick-up side of Sam’s swap list.
YouWhich accounts have had more than twenty touches without ever reaching a first meeting, and who is still working them?
UnifyNine accounts have passed twenty touches with no first meeting, all of them among the twelve. Seven are still in an active sequence.
| Account | Touches | Replies | Still in a sequence | Rep |
|---|---|---|---|---|
| Lumen Freight | 46 | 9 | Yes | Sam |
| Brightpath Studio | 31 | 6 | Yes | Priya |
| Orchard Supply Co | 27 | 4 | Yes | Sam |
| Pinecrest Dental | 23 | 2 | No, paused last week | Sam |
YouGive each rep a swap list and route it through their manager.
UnifyFour swap lists are with the managers: accounts to stop, the hours that frees, and the accounts to spend them on, with a contact and the signal for each.
- Sam · drop 5, pick up 8Owner Manager: DanaIn review
- Priya · drop 3, pick up 6Owner Manager: DanaIn review
- Chris · drop 2, pick up 5Owner Manager: ElenaIn review
Set up
- Swap lists drafted Per rep: the low-fit accounts to stop with the hours they took, and the untouched high-fit accounts to start with the signal and a verified contact.
- Monthly rerun The split is recalculated on the first of each month for the trailing 60 days and written to the reporting view.
- Touch ceiling set An account that passes twenty touches without a first meeting pauses and goes to the manager, who decides whether it continues.
- Exclusions offered Accounts below the ICP floor that absorbed more than ten hours are offered as exclusions so they stop entering sequences.
The hours are the team’s. The list only says where they went and where they could go. Whether an account below the floor is worth an exception is the manager’s call.
Rep capacity, with and without Unify
Nobody is idle. The question is how much of the work lands on accounts that could buy.
| Without Unify | With Unify |
|---|---|
| Capacity is measured in touches per rep, so a busy rep on the wrong accounts looks productive | Every touch is matched to the account it landed on, with that account's fit, intent and stage |
| The accounts absorbing the most hours are never compared with what they could return | Accounts are split into fit that earned the hours, fit that did not, and low-fit that absorbed them |
| High-fit accounts with intent go untouched because nobody sees them next to the busy list | The ignored high-fit accounts with intent are listed per rep and territory beside the absorbing ones |
| Reclaiming hours means telling a rep to do less, with no list of what to do instead | The output is a swap list per rep: hours to reclaim, and the accounts to spend them on |
Start from this prompt
Make it your own in Unify, then review the results.
For the last 60 days, match every rep's emails, calls and meetings to the accounts they touched, score each account on ICP fit and intent, and show me per rep how many hours went to low-fit accounts, which accounts absorbed the most, and which high-fit accounts with a signal in the same period got no activity at all.
What else you can ask for
The walkthrough is one path through this workflow. These are the turns people take most often.
- Team totalHow many hours across the team went to accounts below our ICP floor in the last 60 days, and what would that be worth on the high-fit accounts we ignored?Try in Unify
- One territoryIn the Central territory, which accounts absorbed the most activity with the least fit, and which fitting accounts with intent got nothing?Try in Unify
- Stage checkWhich accounts have had more than twenty touches without ever reaching a first meeting, and who is still working them?Try in Unify
How it changes by who you sell to
- Software
- Software reps burn hours on small accounts that reply fast and never buy. Ask for touches on accounts below the seat floor, per rep, and for the high-fit accounts with intent that got nothing in the same weeks.
- Financial services
- At banks and insurers capacity goes to the two institutions that always take the call. Ask for touches concentrated on fewer than five accounts per rep, and for the fitting institutions in the territory never contacted.
- Healthcare
- Health-system reps can spend a quarter on one system's procurement. Ask for hours per system against fit and stage, and for systems with a hiring department that got no touch while that happened.
- Manufacturing
- Plant reps work the plants nearest the office. Ask for touches by plant distance against fit, and for the far plants with an expansion signal that nobody has called.
- Professional services
- Firm reps re-touch the partners they know. Ask for repeat touches on the same ten firms per rep against the fitting firms in the practice that have had none, and for the partner moves among the untouched.
Next in pipeline intelligence and coaching
+2Activity versus fitCheck whether reps work the right accountsActivity is easy to count. Whether it landed on accounts that fit the ICP and showed intent is the question, and the answer is different for every rep.
+2Coverage gapsFind pipeline coverage gapsCoverage by rep, segment and territory against the number, and the accounts that could fill each gap, so the fix is a list of names rather than a bigger target.- +2Pipeline driversFind what drives outbound pipelinePipeline broken down by signal, persona, segment, channel and rep, from the CRM and the outreach records, so the next quarter is planned on what worked rather than on what felt busy.
Connect what this workflow uses
Each guide covers the connection, what Unify reads and writes, and what to check before the first run.
- Connect SalesforceAuthorize Salesforce in Unify, configure CRM field mappings, and choose when to enable writing.
- Connect GmailConnect Gmail to Unify for sequence emails and replies.
- Connect HubSpotConnect HubSpot to Unify, map Company and Person fields, and plan CRM exclusions and supported write-back.
- Connect OutlookConnect Microsoft Outlook directly to Unify.
Questions about this workflow
How are hours estimated?
From the activity records: each email, call and meeting carries a time cost you can set, with calls and meetings read from the dialer and calendar where they are logged. The total per account is shown with the counts behind it.
What makes an account low-fit?
Your ICP as defined in Unify: industry, size, stack and the other criteria. An account below the floor on those is low-fit whatever its reply rate, which is the point: replies are not fit.
Is a stalled high-fit account wasted capacity?
Not by default. It is shown separately from low-fit accounts, with the touches and stage, so a manager can decide whether it needs a different approach or a rest. Only low-fit hours are counted as reclaimable.
How is this different from checking whether reps work the right accounts?
That page reports the share of activity on fitting accounts. This one prices the rest in hours, names the accounts that absorbed them, and pairs each rep with the ignored accounts to spend the hours on.