Agent Performance Tracking - Overview

This section offers a detailed view of each CRM user’s activities, enabling you to track and analyze their performance.

With this tool, you can monitor the actions of individual CRM users, gaining insights into various metrics such as opportunity management, conversion rates, SMS and Email campaign performance, leaderboard standings, call metrics, and overall efficiency. These insights allow you to evaluate the productivity and effectiveness of each user within your CRM system.

Selecting a User

Using the dropdown menu, you can easily choose a specific user from the list, allowing you to closely monitor their unique performance metrics.

Generating User Reports

To retrieve a detailed performance report for the selected CRM user, click the blue "Fetch" button. This will generate a report that provides valuable insights into the selected user's activities and progress within the CRM.

Time Frame Selection

The calendar feature allows you to view statistics within a specific time period. Click the calendar icon, select your desired date range, and confirm your selection by clicking the green checkmark. The data will update to reflect the chosen time frame.

Comparative Analysis

For more in-depth insights, you can compare performance metrics between two different time ranges. This feature allows you to analyze performance trends, such as comparing this month’s metrics to last month’s.

Refreshing Reports

To access the most current data, click the refresh button. This will generate the latest report, ensuring your analysis and decisions are based on the freshest information.

Reporting Dashboard

The Reporting Dashboard presents a detailed overview of key performance metrics for each CRM user.

• Opportunities: Displays the number of opportunities accessed by the selected user, conversions to paying customers, disqualified leads, and lost leads. Percentage stats provide a clearer picture of individual performance.

• Conversions: Shows the distribution of leads across different pipelines and stages for the selected user.

• SMS Campaigns: Provides statistics on SMS campaigns managed by the user.

• Email Campaigns: Offers insights into the performance of email campaigns run by the user.

• Leaderboard: Displays how each agent compares within the team.

• Call Metrics: Provides detailed information on calls made, including manual, automated, and dialer calls, as well as incoming calls.

• Efficiency: Summarizes the overall performance of each user.