How do I set up / create an Agent Performance Report?

Subject

Applies to: Admin/Branch Manager
Purpose: Explain how to set up and run an Agent Performance Report to evaluate agent activity, performance metrics, and call outcomes in Ricochet.

Location in Ricochet: Dashboard -> Performance Dashboard -> Agent tab

Description

This article walks Admin/Branch Managers through setting up the Agent Performance Report by configuring status groupings, selecting date ranges, and running reports from the Performance Dashboard to analyze agent performance and vendor call activity.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

1. To access & set up your Agent Performance Reports, click on Dashboard

2. Click Performance Dashboard

3. Click the Agent tab

4. If you have not set up your Table Settings for statuses, click the gear icon to edit your table settings

5. Click Select Statuses inside the Application Statuses area to select a status or statuses that you would deem as an Application or Data Taken status.

These would typically be your Contacted-type statuses.

6. Click Select Statuses inside the Sale Statuses area to select a status or statuses that you would deem as a Sale status.

These would typically be your Sales-related statuses.

7. Click Select Statuses inside the Bad Lead Statuses area to select a status or statuses that you would deem as a Bad Lead status.

These would typically be your Do Not Call or Not Interested-type statuses.

8. Click Save

9. Click Close after the "Status Grouping Updated" message appears.

10. Refresh your browser and now you can begin to run your report.

Click Select date under the "Period" section. Choose your date range that you want to run your report for.

11. For this example, we are using the Custom Interval date range.

To use Custom Interval - click Select Date & choose Custom interval

12. Click the Custom Interval option again in the Select Date area to reveal the calendar selection.

Press the calendar icon for the "From" date selector to reveal the calendar option.

13. Navigate back to a date you wish to start from with your report

14. Select the date you wish to use as your "From" date.

15. Press the calendar icon for the "To" date selector to reveal the calendar option.

16. Select the date you wish to use as your "To" date.

17. Click Search to run your report

18. Expand each Agent dropdown to see any associated Vendor calls breakdown.

19. If you have not completed adding lead pricing, you'll need to add lead pricing for each vendor/campaign on the "Vendor" tab. For more info, review this tutorial: Lead Pricing.

Once pricing is entered, the financial columns will calculate accordingly