The Agent Report in Myphoner has over 25 different metrics, all of which encompass a specific KPI (key performance indicator) for your sales team. Let us have a look into what each metric is and how they are calculated.
By default the agent report offers the following metrics:
Avg Time/Lead - which means the average time the agent spends on a lead. This is calculated by the internal timers within Myphoner.
Total Time - The total time the agent has spent working on leads.
Actions - The total number of dispositions such as callback, winner, loser, archive & skips are included in the number of actions.
Callback Ratio - the number of leads worked on from callback disposition.
Net Conversion - Percentage of winners out of completed (won, lost or archived) leads.
Total Conversion - Percentage of winners out of all actions (total number of leads worked).
Leads Called - Total number of unique leads called (if a lead is called twice it will only be counted once in this metric)
Avg Calls/Lead - This relates to the average number of calls made per lead, not including skipped & archived actions.
Cold Ratio - Percentage number of leads worked from new compared to all leads worked.
Total Calls - All calls made not including skip & archive dispositions.
Attempts - This is calculated based on non-conclusive conversation criteria which are unique for all accounts.
Connects - Calls leading to a winner, loser or criteria set for what is considered a non-conclusive conversation.
Pro-Tip: A non-conclusive conversation is where you tell the platform what criteria are met for confirming a conversation took place that didn't lead to a winner or loser.
Winner - number of leads that result in winner disposition selected.
Claims - total number of leads claimed (takes ownership) by the agent.
For accounts on the Basic, Plus & Premium Plans we offer more advanced metrics, here is a short explainer of how they work.
ACD - Average Call Duration. Only relevant when using Myphoner Voice, it's the sum of billable seconds of answered calls and dividing it by the number of these answered calls. ACD is used to measure the reputation/quality of VoIP traffic and having a low ACD can mean getting sanctioned - see also our article on VoIP Reputation Management.
Actions from New - total number of leads that have been worked on from new.
Answer Ratio - calls leading to a winner, loser or non-conclusive conversation out of the total number of calls made.
ASR - Answer Seizure Ratio. Only relevant when using Myphoner Voice, it's the percentage of successfully connected calls versus the number of attempted calls. ASR is used to measure the reputation/quality of VoIP traffic and having a low ASR can mean getting sanctioned - see also our article on VoIP Reputation Management.
Non-Conclusive Conversations - the number of leads that match the criteria for a non-conclusive conversation in Myphoner. For a detailed overview of this please see this article.
Claim Ratio - the percentage of leads worked on that have been claimed versus not claimed.
Connected Conversion - the percentage of winners out of connected calls, this uses the Connects Metric explained above in the calculation.
Contact Rate - Only available when using Myphoner Voice, it's the percentage of unique users that answered calls compared with unique users called. It's one of the traditional call centre metrics and it's indicative of the quality of data. The lower the contact rate, the worse your lead data accuracy. Please note: Agents need to be using the Voicemail disposition when connecting to voicemail for this metric to be more accurate.
Email Sent - total number of emails sent over the period.
Hit Rate - Only available when using Myphoner Voice, it's the percentage of successful (won) calls compared with unique users that answered calls. It's one of the traditional call centre metrics and it's indicative of agent performance. Use the Hit Rate to identify top performers. Please note: Agents need to be using the Voicemail disposition when connecting to voicemail for this metric to be more accurate.
Leads Called Conversion - the percentage of calls resulting in a winner out of unique calls made.
Leads Created - the number of leads added to a list by the specific user.
Loser Ratio - the percentage of completed leads resulting in loser disposition out of all completed leads.
Lost, Archived or Skipped - number of actions resulting from lost, archive or skipped disposition.
Total Call Conversion - the percentage of winners out of the total number of calls.
Touches from New - total number of new leads marked as callback, winner or loser.
Winner Calls - total number of leads that were called which resulted in a winner.
Winners per Hour - the average number of winners per hour - taking into account the number of hours worked and leads dispositioned as a winner.
Learn How to Add & Remove Metrics
For an in-depth look at adding and removing metrics for the agent report, see the article below: