Who This Is For / When to Use
This report is for account owners, managers, and team leads who need to evaluate individual or team performance across sales, communication, and call activity.
Use Agent Reporting to compare agents, track productivity, and analyze performance trends over time.
Overview of Agent Reporting
Agent Reporting consolidates multiple performance metrics into a single dashboard, including:
Opportunities and conversions
SMS and email activity
Call performance by call type
Sales efficiency metrics
Agent leaderboard rankings
Accessing Agent Reporting
Navigate to Reporting.
Click Agent Reporting.
In the top-right section:
Select one or more team members.
Click Fetch to load data.
Select a date range.
(Optional) Click Compare to add a secondary date range.
This allows side-by-side performance comparison across time periods.
Opportunities Metrics
The Opportunities section shows pipeline-related performance:
Total Leads
Open
Won
Abandoned
Lost
Each value includes a percentage to indicate distribution across statuses.
Conversions Metrics
The Conversions section displays conversion counts by pipeline stage.
You can select a specific pipeline using the dropdown.
Metrics update based on the selected pipeline and date range.
This helps isolate conversion performance for targeted pipelines.
Communication Metrics (SMS and Email)
SMS Metrics
Tracks individual (non-automated) SMS activity:
Sent
Delivered
Clicked
Failed
Email Metrics
Tracks individual (non-automated) email activity:
Sent
Opened
Clicked
Replied
Important: Automation-based SMS and emails (campaigns or workflows) are not included.
Call Metrics
The Call Metrics section displays all call activity side by side for easy comparison.
Call types included:
Automation Calls
Manual Action Calls
Dialer Calls
Incoming Calls
Metrics shown per call type:
Total calls
Answered
Missed
Failed
Average call duration
Overall totals for call count and call time appear at the top.
Efficiency Metrics
The Efficiency section summarizes sales effectiveness:
Total Sales Value
Average Sales Duration
Sales Velocity
These metrics help assess how efficiently agents convert opportunities into revenue.
Leaderboard
The Leaderboard ranks agents based on performance metrics such as:
Most won opportunities
Points earned
You can change the ranking criteria using the dropdown at the top of the leaderboard.
Running a One-Day Report
To view metrics for a single day:
Select the same date as both start and end.
Confirm the date selection.
If both dates are not selected, metrics will not display.
Common Issues and Fixes
No Data Appearing
Cause: No agents selected or Fetch not clicked.
Fix: Select at least one team member and click Fetch.
SMS or Email Numbers Seem Low
Cause: Automation messages are excluded.
Fix: Review campaigns and workflows separately for automation metrics.
Conversions Not Matching Expectations
Cause: Incorrect pipeline selected.
Fix: Choose the correct pipeline from the Conversions dropdown.