Agent Scorecard
The Agent Scorecard shows detailed performance metrics for individual sales reps. Managers use this to coach their team and identify top performers.
Viewing Individual Agent Performance
To view an agent's scorecard:
- Click Analytics in the sidebar
- Select Agent Scorecard
- Choose an agent from the dropdown, or view all agents in table format
The scorecard displays comprehensive performance data for the selected time period.
Key Metrics on the Scorecard
Each agent's card shows:
- Total Calls: How many calls they made
- Connection Rate: Percentage of calls where someone answered
- Avg Talk Time: How long their calls typically last
- Dispositions: Breakdown of call outcomes (Connected, Voicemail, etc.)
- SMSs Sent: Number of text messages
- Deals Created: How many new deals they opened
- Deals Closed: How many deals they won
- Win Rate: Percentage of deals that closed
- Pipeline Value: Total value of their open deals
- Customer Satisfaction: Average rating (if available)
Comparing Agents
To compare performance across your team:
- Select Team View instead of Individual
- See all agents' metrics side-by-side in a table
- Sort by any column to see who leads in each metric
This helps identify:
- Your top caller (most calls)
- Your best converter (highest win rate)
- Your hardest worker (longest talk time)
Identifying Trends
Look for patterns:
- Improving metrics week-over-week (growth)
- Declining metrics (potential issues to address)
- Agents who excel in specific areas (can mentor others)
Use this data in one-on-ones to coach and motivate.
tip
Recognize and celebrate top performers publicly. Use lower-performing agents' data to identify coaching needs, not to punish.
info
Scorecards update in real-time. Check them regularly to catch issues early and intervene when needed.