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
Sales velocity
Sales velocity measures how quickly your team generates revenue. It combines four factors into a single metric that tells you how much revenue you can expect per day from your pipeline.The sales velocity formula
Sales Velocity = (Number of Deals x Average Deal Value x Win Rate) / Average Sales Cycle Length| Factor | What it means |
|---|---|
| Number of deals | Total opportunities in the pipeline during the period |
| Average deal value | Mean monetary value of opportunities |
| Win rate | Percentage of opportunities that close as won |
| Sales cycle length | Average days from opportunity creation to close |
Viewing sales velocity
Sales velocity is displayed in the Efficiency section of Agent Reporting. It shows:- Overall team velocity
- Per-agent velocity for comparison
- Velocity trends over time
Improving sales velocity
To increase sales velocity, focus on the factor with the most room for improvement:- Increase deal volume — generate more qualified leads
- Raise average deal value — upsell or target higher-value prospects
- Improve win rate — refine your qualification process and sales scripts
- Shorten the cycle — reduce delays between pipeline stages with automation and timely follow-ups
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. Account users may only see their own data unless granted broader access by an administrator.
Frequently asked questions
Can I view data for all agents at once?
Can I view data for all agents at once?
Yes. In the User dropdown at the top of Agent Reporting, select All Users to see aggregated data across your entire team.
How are leaderboard points calculated?
How are leaderboard points calculated?
Points are based on opportunity outcomes and deal activity. Agents earn points for won deals, completed conversations, and other positive actions tracked by the platform. The exact formula depends on your account configuration.
Why can't I see another agent's data?
Why can't I see another agent's data?
Account users are typically restricted to viewing their own data. An administrator must grant broader role permissions before you can view other team members’ reports.
What is the difference between total calls and automation calls?
What is the difference between total calls and automation calls?
Total calls includes all calls regardless of how they were initiated. Automation calls are calls triggered by workflow automations, while manual action calls are those the agent initiated directly, and power dialer calls are from the power dialer queue.
Can I export agent report data?
Can I export agent report data?
Individual sections within Agent Reporting do not have a dedicated export button, but you can build a Custom Report filtering by user to export agent data as a spreadsheet.
How do I change the date range in agent reporting?
How do I change the date range in agent reporting?
Use the Date Range selector near the top of the Agent Reporting page. Select your start and end dates to refresh all sections for that period.