Agent Performance
The Agent Performance report evaluates how each agent handles their assigned leads — tracking total leads handled, resolution rates, and conversion rates. Managers use this report to identify top performers and agents who may need support.
Screenshot: Agent Performance report showing 5 stats cards and an agent summary table with resolution and conversion rates
agent-performance-overview.png
1. Go to Reports → Performance Analytics → Agent Performance
2. Set a date range (e.g., Last 30 Days)
3. Capture the stats cards and the agent table
Save to:
2. Set a date range (e.g., Last 30 Days)
3. Capture the stats cards and the agent table
Save to:
static/img/screenshots/reports/agent-performance/agent-performance-overview.pngAgent view
If you are logged in as an agent (not an admin), you are automatically taken to your own detailed performance view instead of the summary table.
Summary cards
Five cards show the overall lead handling across all agents:
| Card | Color | What it shows |
|---|---|---|
| Total Handled | — | Total leads handled by all agents |
| Open | Orange | Leads currently being worked on |
| Pending | Blue | Leads awaiting action |
| Resolved | Green | Leads that have been resolved |
| Converted | Purple | Leads converted to customers |
Agent table
| Column | Description |
|---|---|
| Agent | Agent name |
| Total | Total leads handled by this agent |
| Resolved | Number of resolved leads |
| Resolved % | Resolution rate |
| Converted | Number of converted leads |
| Converted % | Conversion rate |
All columns are sortable. Click any agent row to see their detailed lead breakdown.
Agent detail view
Click an agent to see their individual lead details.
Screenshot: Agent detail view showing individual leads with status chips, qualification scores, and follow-up counts
agent-detail.png
1. Click on an agent name in the table
2. Capture the detail view with lead-level data
Save to:
2. Capture the detail view with lead-level data
Save to:
static/img/screenshots/reports/agent-performance/agent-detail.png| Column | Description |
|---|---|
| Lead Name | Name of the lead |
| Date | Lead creation date |
| Lead Source | How the lead was generated |
| Days Since Capture | How many days since the lead was created |
| Status | Current lead status (displayed as a colored chip) |
| Qualification Score | Lead's qualification score |
| Last Modified Date | When the lead was last updated |
| Follow Up Count | Number of follow-ups made for this lead |
Detail view filters
| Filter | Options | Default |
|---|---|---|
| Date Range | Inherited from the main view, can be changed | Same as main view |
| Status | Single-select dropdown of lead statuses | All statuses |
Filters
| Filter | Options | Default |
|---|---|---|
| Date Range | Custom date picker with presets (lead date range) | Last 30 Days |
| Agent | Multi-select dropdown of agents/users | All agents |
Click Apply to update the report, or Reset to return to defaults.
Export
Click the Export button to download the report as an Excel file.
Tips
- Compare conversion rates — Agents with high resolution rates but low conversion rates may need help closing deals
- Identify top performers — Sort by Converted % to see which agents are most effective at turning leads into customers
- Drill down for coaching — Click into an agent's detail view to see their specific leads and identify patterns in their performance
- Use status filters — In the detail view, filter by status to focus on open or pending leads that need attention
- Review weekly — Regular performance reviews help keep your team on track and identify issues early