Agent Leaderboard
The Agent Leaderboard gives you a ranked view of agent performance across leads, showing how effectively each agent is contacting, converting, and responding to leads during a selected period. It is designed for managers who need to evaluate individual performance, compare agents across centers, and identify coaching opportunities. You can use it to track conversion rates, lead volumes, and response times at a glance, and to spot agents who are underperforming or excelling.
At the organizational level, navigate to Lead Management > Reports > Agent Leaderboard.
From the Center filter, select a specific center or leave it set to all centers to view performance across your organization.
From the Agent filter, select a specific agent to narrow the leaderboard to one individual, or leave it set to all agents.
From the sort filter, select the metric to rank agents by: Conversion Rate, Leads, Contacted, Converted, Revenue, or Avg Response.
Use the date range selector to set the reporting period (for example, MTD, Specific month, or a custom range). All metrics update to reflect activity within that period.
To customize which columns appear in the leaderboard, click the Manage Columns icon at the top right of the table.
In the Manage Columns panel, toggle each column on or off using the switches. Columns with a blue toggle are visible; grey toggles are hidden.
In the Re-order selected panel on the right, drag columns up or down using the handle icon to change their display order. Click the delete icon next to any column to remove it.
Click Save to apply your column changes, or Cancel to discard them.
Column descriptions
Column name | Description | Details and examples |
|---|---|---|
Rank | Agent's position in the leaderboard | Determined by the selected sort metric. The top three agents display medal icons. Rank 1 shows a gold medal. |
Agent Name | Name of the agent | Displays the agent's full name with an avatar. Click the agent row to expand individual lead details. |
Center | Center the agent belongs to | Shows the center where the agent is assigned. Useful when viewing performance across a multi-location organization. |
Leads | Total leads assigned to the agent | The number of leads the agent is responsible for during the selected period. |
Contacted | Number of leads contacted | Shows how many of the agent's assigned leads have received at least one outreach during the period. |
Converted | Number of leads converted | Shows how many leads the agent moved to a Won stage during the period. |
Conv rate | Conversion rate | The percentage of the agent's assigned leads that converted. |
Revenue | Revenue attributed to the agent | The total revenue generated from leads the agent converted during the selected period. |
Avg Response | Average first response time | The average time between lead creation and the agent's first outreach. Displayed in minutes. A dash (—) indicates no response activity was recorded for the period. High values indicate slow response times that may need attention. |