Compare agents with scorecards
See each agent’s calls, connect rate, conversion, talk time, average call and quality score for the last 30 days.
Where to find it
Home › Reports › Agents
Open this screenSteps
- Open 🏠 Home › Reports and choose the “Agents” tab.
- Read “Agent scorecards”: Calls, Connect, Conversion, Talk, Avg call and Quality for each agent over 30 days.
- Read “Call-length spread” to see how each agent’s answered calls split into under 1 minute, 1–3, 3–6, 6–10 and over 10 minutes.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Conversion colour | Green at 20% or more, amber from 10%. | — |
| Window | Both tables cover the last 30 days. | 30 days |
Troubleshooting
It says “No answered calls in the window.”
No answered calls in the last 30 days, so there is nothing to spread.
Tips
- Many very short or very long calls in the spread point to rushing or over-running.
Good to know
- The window is fixed at 30 days.
- Quality is the average review score from Review & coaching.