Reports: funnel, workload, outcomes, coaching and attendance

Dashboard: the day at a glance

Pick the window at the top — Today, 7, 15 or 30 days, 3 months, or your own dates — and every number follows it, compared with the window before. The first row is the calling work: calls from the phones, talk time, outcomes logged and deals won. The second is the pipeline and the team: new leads, follow-ups overdue, who has checked in today and leads still waiting for an owner. Below come the activity chart, the team score, who is available right now, the calls due today, the outcome mix, where new leads came from, the funnel with the leaderboard, and the latest activity. Agents and team leads see the same layout for their own or their team’s work.

Pipeline funnel

Reports → Pipeline funnel shows how many leads sit in each stage right now. Click a stage to open that list. A funnel that is fat at Contacted and thin at Interested is a first-call problem; thin everywhere after Qualified is a closing problem.

Calls per day and connect rate

Reports → My performance shows the calls a person logged each day over the period with the connected ones highlighted, the connect rate and talk time. Agents see their own; the same chart appears on the app’s Home for the last seven days. Pick the window at the top of My performance (Today to 3 months, or your own dates). Managers get per-person totals in By agent and the same calls trend on the dashboard for whatever window they choose.

Outcome mix

Also in My performance: what was picked after calls in the period, as a share per outcome. Compare people on the same sheet of leads — if one person’s “Not interested” is double the team’s, the leads are not the problem. Use the Lists page to compare sources the same way.

By agent and by sheet

Reports → By agent lists total, open, won, overdue, due today and leads touched in 7 days per person. Leads → Lists shows the same per list — every upload and every form — which is the honest measure of a lead source.

Coaching: when to call and who needs help

Reports → Coaching, for managers and team leads. Times are in your workspace’s time zone, and the period follows the window you pick.

• Best time to call — the share of calls answered for every weekday and hour. Darker means more people pick up; pale cells have too few calls to judge, and a slot needs a minimum number of calls before it is ranked
• Speed to lead — how long new leads waited for their first call: under 5 minutes, 5–30 minutes, 30 minutes to 2 hours, 2–24 hours, more than a day, or not called yet, with the median time to first call
• Follow-up discipline — follow-ups that fell due, and whether the lead was called on time (from 30 minutes before to 2 hours after), late, or not at all
• Caller scorecard — per person: calls, answered, talk time, average call, outcomes, time to first call, follow-ups on time and QA score from call reviews. Answer rates well below or above the team’s are highlighted once someone has 10 calls

Revenue from quotes

When your team sends quotes, Reports also shows money: the open pipeline (the deal value of open leads with an accepted quote), a forecast weighted by each stage’s chance to win, what was collected in the last 7 days, and how many quotes were accepted of those sent.

Targets

Reports → Targets shows each caller’s progress against their monthly targets and a month-end revenue forecast, for owners and admins to set under Targets. The guide “Set monthly sales targets and read the month-end forecast” covers it.

Attendance

Reports → Attendance: per person per day, check-in and check-out, active time on web and app, breaks by type, idle time and outcomes. Filter by date range and person; export CSV for payroll or HR.