The agent performance report provides insights into each agent's key activity metrics, including:
Activity stats (won, lost etc.)
Conversion rates (net and total)
Trends, compared to the last period
This article will explain the details of the report, how to read it and what the metrics mean.
Example agent performance report in Myphoner
Creating a list report
First, to create a list activity report, go to Review -> Agents:
Then select the scope of the report - Timeframe, the lists and/or agents you want it to include (it will include all lists and all agents by default):
There are several options to scope and sort the report. Play around to get a feeling of what is useful for you.
The report is divided into two sections. A top row with base metrics for all agents included in the report combined, and a card or table view below with one card or row per list and/or segment included in the report.
Each metric may show a trend label showing the difference from the period just prior to the period in scope. So if the report is scoped to "yesterday" and the trend label next to "Winners" show +24 it means there were 24 more winners yesterday than compared to the day before.
If you'd rather view the trend as a percentage you can switch the trending display by turning on the percentage switch in the control panel to the upper right in the report:
Turning on the percentage switch converts trends from absolute numbers to percentages.
Activity, not State
The period selected scopes the report for all the events generated by the agents in that period. Meaning all the activities or actions performed on leads in the scope of the report. This is important, as it means that the report doesn't only show how many leads were dealt with, but for some metrics how many times a lead was dealt with.
Take for example "Winners" and "Total calls":
These numbers mean the number of times a lead was marked as a winner versus the number of times a lead was called (for a breakdown of individual metrics see Understanding Report Metrics).
Or the "Actions"-diagram in the card view:
Again, these are the number of times a lead was marked Winner, Call back (with an exact schedule), Call back (with no exact time), Loser, Skip or Archive, respectively, and they don't indicate how many leads were dealt with or even how many leads are in the list. This is a display of activity: The number of times an agent opened a lead, performed an activity and selected an outcome of that activity.
Theoretically, the same lead could be marked as a winner several times (it could have been migrated or marked as call back only to again become a winner) in which case that one lead would count twice in the "winners"-metric because the lead was marked a winner two times. The example is more realistic in the "total calls"-metric or the number of callbacks (the blue part of the events bar), as leads are usually called multiple times before a final outcome is determined.
Check out this article to get a good understanding of the 35+ metrics we offer in the agent report: Agent Metrics - Deep Dive
If there is a metric that you'd like but is not being shown, email us at [email protected] and let us know what metric and why it's important to you. We'll evaluate it and add it if the metric will add value to other clients as well.