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Reports and Performance

Performance in the CRM isn't a single number — it's a set of interconnected measures that accumulate from an agent's daily activity. Understanding how those measures work helps agents see what's being tracked, and helps managers interpret the data they're reviewing.

Where the numbers come from​

Every action an agent takes leaves a trace. Calling a lead logs a call record. Advancing a lead's stage creates a stage-change event. Getting a deposit approved posts a transaction. These events are the raw material from which all performance metrics are built — the system aggregates them into summaries rather than requiring manual reporting.

This means performance data is only as complete as the activity that feeds it. Calls that aren't logged, stages that aren't advanced, and transactions that aren't submitted don't appear in any report.

Targets​

A manager can set a target for an individual employee or a team, tied to a specific metric over a defined period — number of first-time deposits in a month, total deposit amount in a quarter, new customers registered in a week. Targets have a numeric goal and a time window; the system tracks progress against them automatically.

From an agent's dashboard, they can see their own current targets and how close they are to hitting them. Managers can view all team targets together and see at a glance who is on track and who isn't. Progress updates in real time as qualifying events come in.

Commission​

Commission plans determine how agents earn money from their activity. A plan defines a trigger — typically a deposit, trade, or conversion — and a rate, which can be flat, percentage-based, or tiered (increasing rates at higher achievement levels).

When the triggering event occurs and is approved, the commission calculation runs and the earnings are recorded against the employee. Managers can pull commission reports per employee, per team, or per period, and export them for payroll processing.

Targets and commission plans are configured separately but designed to align: both are set up in HR → Employee Lead Targets and HR → Sales Commission, and both show up in an employee's personal dashboard view alongside each other.

The leaderboard​

The leaderboard turns performance data into a ranked list — useful for creating visibility and friendly competition within a sales team. Managers create leaderboards by choosing a metric type (deposits, trading volume, etc.) and assigning participants. The live rankings are visible under Leads → LB (Rankings).

A leaderboard is only as meaningful as the employees assigned to it. Employees must have targets set and be added as participants before they appear in the rankings.

Insights, call summaries, and call ratings​

Beyond aggregate numbers, the platform provides a few ways to look at performance in more detail:

  • Employee Insights (Leads → Insights) — a per-employee breakdown covering lead activities, call behaviour, compliance ratings, assignment history, commissions, and monthly transactions in one place
  • Call Summary — metrics on call volume and duration across the team, useful for identifying activity patterns
  • Call Rating Report — compiles the ratings managers have given to agents during formal call reviews, making it easy to track quality trends over time

These views are primarily read-only for managers. Agents see their own data from their personal dashboard.

See also​