Agent performance reports
Track how your team is performing with detailed call, lead, and conversion metrics. Identify top performers, spot coaching opportunities, and export data for review.
Team overview
Navigate to Reporting → Agent Performance in the sidebar to see the team-wide dashboard. The overview shows aggregate stats for your entire team:
- Total calls made — combined outbound calls across all agents for the selected period.
- Total talk time — cumulative minutes spent on connected calls.
- Leads contacted — unique leads that received at least one call or message.
- Conversion rate — percentage of leads that moved to a closed/won status.
Each stat card shows a comparison arrow indicating whether the number is up or down versus the previous period.
Individual agent drill-down
Click any agent's name in the overview table to open their individual performance view. This page shows:
- Daily, weekly, and monthly breakdown of calls made, answered, and missed.
- Average call duration and total talk time.
- Leads contacted, new leads created, and deals closed.
- AI coaching score trend — how their call quality has changed over time.
Key metrics explained
| Metric | What it measures | Why it matters |
|---|---|---|
| Calls made | Total outbound call attempts | Measures activity volume and dialing effort |
| Connect rate | Percentage of calls answered by a live person | Low rates may indicate poor data quality or bad timing |
| Avg. call duration | Mean length of connected calls | Longer calls often correlate with meaningful conversations |
| Leads converted | Leads that moved to a closed/won status | The ultimate measure of sales effectiveness |
| Response time | Average time from lead creation to first contact | Speed-to-lead is the strongest predictor of conversion |
| AI coaching score | Cori's analysis of call quality (1-10) | Tracks improvement in talk tracks, objection handling, and rapport |
Filtering by date range
Use the date picker at the top of the reports page to change the reporting period:
- Today — real-time view of the current day's activity.
- This week — Monday through today.
- This month — first of the month through today.
- Custom range — pick any start and end date to analyze a specific period.
All charts and tables update instantly when you change the date range. The comparison period adjusts automatically — selecting "This week" compares against last week.
Using reports for coaching
Performance data is most valuable when it drives action. Here are practical ways to use the reports:
- Identify top performers. Sort the agent table by conversion rate or calls made to find your strongest reps. Study what they do differently.
- Spot coaching needs. Look for agents with high call volume but low connect rate or short average call duration — they may need help with openers or timing.
- Track improvement. After a coaching session, monitor the agent's AI coaching score trend over the following weeks to see if the feedback is taking hold.
- Set data-driven goals. Use the team average as a baseline and set individual targets that push each agent slightly above their current numbers.
Exporting reports
Click the Export button in the top-right corner to download the current view as a CSV file. The export includes all metrics for the selected date range and respects any agent filters you have applied.
Frequently asked
Can agents see each other's performance?+
How often are reports updated?+
Do missed calls count in the "calls made" metric?+
Can I schedule reports to be emailed automatically?+
What is a good response time?+
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