The agent performance view shows how each agent is performing across key metrics. Use it to identify top performers, spot agents who may need coaching, and track team productivity over time.
How to access
Go to Analytics and view the agent performance section. You can also see per-agent stats on the Dashboard in the Agent Performance tab.
Metrics per agent
| Metric | Description |
|---|---|
| Total Calls | Number of calls handled in the selected period. |
| Conversion Rate | Percentage of calls resulting in a Sale disposition. |
| Average Duration | Mean call length for this agent's calls. |
| Revenue Generated | Sum of monthly premiums from closed deals. |
| Disposition Breakdown | Distribution of call outcomes (Sale, Appointment, No Sale, etc.). |
Using performance data
- Coaching: Agents with low conversion rates but high call volume may benefit from script review or training.
- Routing optimization: High-performing agents can be given higher priority in routing rules.
- Capacity planning: If all agents are consistently at capacity, consider adding more agents to the team.
Date range filtering
All agent metrics support date range filtering. Compare performance across different time periods to identify trends and improvements.