The agent activity report provides data-driven insight into the team's performance (admin and agent roles). Each visual element on the report serves as insight for the selected period of time. To get started, select one of the pre-defined reports. These pre-defined reports are posed as questions and demonstrate a specific report configuration.
Report Options
Total Lead Count and Total Agent Activity
- New Leads: Count of leads created during the reporting timeframe AND currently assigned to that agent
- Initially Assigned Leads: Historical count of leads created during the reporting timeframe who was first assigned to that agent
- Currently Assigned Leads: Count of leads that were assigned to that agent during the reporting timeframe and are still assigned to that agent, regardless of the lead's creation date.
- Calls
- Emails
- Texts
- Notes
- Tasks Completed
- Appointments: Count of appointments the person has been included in as an attendee
- Appointments Set: Count of appointments the person has created, regardless of whether they are an attendee
How Many Leads Have We Not Acted On
- New Leads
- Leads not acted on
- Leads not called
- Leads not emails
- Leads not texted
How Quickly We Follow Up On Leads
- New Leads
- Average speed to action
- Average speed to first call
- Average speed to first text message
- Average speed to first email
Note: This data is available since April 4th, 2017.
This metric includes personal communication such as 1:1 emails, calls, and texts. Automated/marketing communication is not included.
Speed to Action is calculated for web leads (sent via API or email parsed).
How many times we try to contact each lead
- New Leads
- Average contact attempts
- Average call attempts
- Average email attempts
- Average text message attempts
Note: If you have 2 leads and you called the first lead twice and the second lead once then the average contacts attempts would be 1.5.
What team member is getting the most leads to respond
- % of leads responding
- % of leads responding by email
- % of leads responding by phone
- % of leads responding by text
Note: Any response to an agent-generated call, email, or text is considered. Automated follow-up (action plans) are not included.
Additional Filtering
In the upper right-hand corner, there are 4 filtering options.
- Download a Report Export
- Select the desired users to generate the report for
- Select the desired leads (web, manual, or all)
- Select the desired time frame
Time Series Chart
The chart shows data points plotted over the selected date range, grouped by a day, week, or month. Additional data points can be selected to compare to the first data point. This can be useful to detect deviation from an expected proportional relationship between data points. For example, the expectation is for calls to correlate with new leads.
The selected date range can also be compared with the previous period. For example, comparing this month with the previous month.
Note: Hold your mouse over any point on the chart to see a tooltip with the data points for that date interval.
Column Totals
Below the chart is a box for each column that summarizes the data point for the report date range. If there is data for the previous period, an arrow will appear with the percentage that represents the change from the previous period. For additional information, click on the underlined text in the box.
Add Columns
Customize the report to view data on agent activity and performance. Click the + Add Columns box to add or remove columns from the report.
Individual Agent Activity
Below the column totals is a table that contains each agent's activity and performance. Click on any column to sort. Select the column a second time to reverse the sort order. Select any agent's name to see the time series chart and totals for just that agent.
Warning: Deleting contacts (instead of changing their stage to 'Trash') will cause reporting to lose statistics related to the deleted contacts. For this reason, we recommend changing a contact's stage to Trash to hide them rather than doing a full delete.