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Performance Tracking

Used in these workflows

Individual Agent Performance​

These tools allow you to drill down into the performance of specific team members.

Employee Insights​

  • What it is: A detailed, one-screen report on an individual agent's performance, found at Leads > Insights.
  • How to use it:
    1. Go to Leads > Insights.
    2. Choose an employee from the list to see their personal dashboard.
    3. You can switch between tabs like Lead Activities, Call Insights, Compliance, Assign History, Commissions, and Monthly Transactions to get a full breakdown of their work.
Employee Insights

Figure 1: Employee Insights

Call Summary​

  • What it is: A dedicated section at Leads > Call Summary to analyze call data for your agents.
  • What you can see: Key metrics like the number of attempted calls, unique calls answered, and the total duration spoke.
Employee's Call Summary

Figure 2: Employee's Call Summary

Call Rating Report​

  • What it is: This report, found at Leads > Call Rating Report, compiles the performance ratings that managers have given to agents during call reviews.
Employee's Call Ratings

Figure 3: Employee's Call Ratings

Motivation and Quality Control​

Use these features to motivate your team and ensure high standards are met.

Motivating Your Team with Leaderboards (LB (Rankings))​

  • What it is: A tool to create friendly competition and track agent performance on key metrics. You can create multiple leaderboards for different goals.

  • How to View Rankings: To see the live agent rankings, navigate to Leads > LB (Rankings) in the sidebar.

  • How to Create and Manage Leaderboards:

    1. Navigate to Leads > Admin Settings.
    2. Find and click on the Leaderboards card.
    3. On this page, you can see and edit a list of existing leaderboards.
    4. Click the + Create button to make a new one.
    5. You will then be prompted to give the leaderboard a Name and define its Type (e.g., based on DEPOSIT, DW, etc.) and other rules for the competition.
    6. Click Submit or Save to create the new leaderboard.
Employee Leaderboard

Figure 4: Employee Leaderboard

Call Reviews and Complaints​

  • Call Reviews: Go to this section to listen to agent call recordings and provide formal ratings. This is a vital tool for training and quality assurance.
  • Complaints: Go here to view and manage all complaints filed by agents on behalf of leads.
  • Compliance Tab: When viewing any lead's profile, you can click this tab to leave a formal rating for your agent's work on that specific lead.