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Accessing agent reporting
Navigate to Reporting in the left sidebar, then select the Agent Reporting tab.
Filters and controls
User filter
Use the User dropdown to select a specific team member or view data for all users simultaneously.
Date range
Set a date range to focus on a specific time period.
Report sections
Opportunities
Opportunities
The Opportunities section shows pipeline performance for the selected user, including total leads, open opportunities, won deals, lost deals, and abandoned opportunities.
Conversions
Conversions
The Conversions segment offers a detailed view of your pipelines, providing insights into potential opportunities and their stages of progress. Navigate to the Reporting section, click the Agent Reporting tab, then scroll to the Conversions section.Filters available:
- Pipeline — select which pipeline to analyze
- Stages — view conversion rates by pipeline stage
SMS reporting
SMS reporting
The SMS section provides a comprehensive analysis of text message activities performed by an agent, including:
- Sent — total SMS messages sent
- Delivered — delivery success rate
- Clicked — link click rate
- Failed — messages that failed to deliver
Email reporting
Email reporting
The Email section provides a detailed analysis of email campaign performance for individual agents, including:
- Sent — total emails sent
- Opened — open rate percentage
- Clicked — link click rate
- Replied — reply rate
Agent leaderboard
Agent leaderboard
The Leaderboard offers a detailed view of your team’s performance in managing opportunities and securing deals. It ranks agents by name and total accumulated points.The leaderboard includes:
- Rank — agent position
- Name — agent name
- Points — total performance points
Agent call metrics
Agent call metrics
Agent Call Metrics provides a detailed breakdown of call performance for each agent, essential for improving productivity and the customer experience.Metrics include:
- Total calls — all calls made and received
- Automation calls — calls triggered via workflow automations
- Manual action calls — calls initiated via manual actions
- Power dialer calls — calls made through the power dialer
- Incoming calls — inbound call volume
Agent efficiency
Agent efficiency
The Efficiency section highlights key metrics about the outcomes achieved by each agent:
- Total sales value — total revenue generated
- Average sales duration — how long deals take to close
- Sales velocity — deals closed per unit of time
Use cases
Coaching and performance reviews
Coaching and performance reviews
Pull individual agent data before a 1:1 or team review. Identify patterns such as low answer rates or long call durations that may need attention.
Workload balancing
Workload balancing
Compare call and conversation volume across agents to ensure tasks and leads are distributed fairly across your team.
Identifying top performers
Identifying top performers
Use the Leaderboard and Efficiency sections to spot which agents are converting the most opportunities or closing deals fastest so you can replicate their approach.
Agent Reporting visibility may be restricted based on your user role. Sub-account users may only see their own data unless granted broader access by an administrator.