16.7 Agent Reporting: Monitoring Individual Agent Performance

Purpose:

Track key performance indicators (KPIs) for each individual agent or team member using Close Master. This report is essential for performance reviews, coaching sessions, identifying top performers, understanding workload distribution, and tracking progress towards goals.

Access:

Navigate to Reporting → Agent Reporting (or User Reporting).

Data Shown (Filter by Date Range & Specific User(s)):

This report aggregates data based on actions and records assigned to individual users within Close Master. Common metrics include:

  • Opportunities Funnel (Per Agent):
    • Opportunities Assigned (Count/Value)
    • Opportunities Worked (Activity logged against assigned Opps)
    • Opportunities Won (Count) - Deals moved to Won status.
    • Value Won ($) - Sum of Lead Value for Won Opps.
    • Conversion Rate (%) - (Won Opps ÷ Assigned/Worked Opps).
  • Pipeline Activity (Per Agent): Number of Opportunities moved between specific stages by the agent.
  • Manual Communications Activity (Per Agent): Counts of manual actions performed *through the platform*:
    • Manual Calls Made (Count / Total Duration)
    • Manual SMS Sent (Count)
    • Manual Emails Sent (Count)
  • Tasks Activity (Per Agent): Tasks Created, Tasks Completed.
  • Leaderboard: Ranks agents based on a selected metric (e.g., Opportunities Won, $ Value Won, Tasks Completed, Calls Made) for the selected period. Fosters friendly competition and recognizes top performance.

Requirements for Accuracy:

  1. Correct Assignment: Contacts and especially Opportunities MUST be consistently and accurately assigned to the correct agent (Owner/Assigned User fields). Reporting data is based on these assignments.
  2. Platform Usage: Agents need to make their calls and send their primary business SMS/emails through the Close Master platform (LC Phone, Conversations) for their manual communication activity to be tracked accurately.
  3. Timely Status Updates: Agents MUST diligently update Opportunity Statuses (Won/Lost) and mark their assigned Tasks as Completed for those metrics to be reflected correctly in their performance reports.