Agent Performance Metrics
To access this feature, open your CRM Dashboard and click on Employee Performance. Compare calling activity, average talk time, connection ratios, and conversion trends across your sales force to recognize top performers and pinpoint coaching needs.
Setup Instructions
Step 1
Navigate to Team Performance > Employee Performance in your admin dashboard.
Step 2
Select your analysis timeframe (Today, Yesterday, Last 7 Days, Month-to-date, or Custom).
Step 3
Review the team leaderboard comparing Total Dials, Connected Calls, Unique Contacts Reached, and Total Talk Time.
Step 4
Click any telecaller's profile to open their granular hourly call distribution and conversion breakdown.
Step 5
Export performance summaries for monthly one-on-ones, appraisals, and incentive calculations.
Got Questions?
Frequently Asked Questions
Managers can compare calling metrics side-by-side on an interactive leaderboard showing total dials, connected calls, and average talk time.
Metrics include total incoming/outgoing volume, answered percentage, average duration per call, first-call response latency, and successful stage conversions.
Yes. You can select single days, multi-week shifts, or entire quarters to evaluate growth patterns and seasonal changes.