KPIs & Leaderboard
Introduction
Numbers tell the story of your team's performance. The KPI stat cards on the Supervisor Dashboard and the Agent Scorecard & Leaderboard on the Reports page work together to give you both a high-level view and a granular, agent-by-agent ranking. This guide walks you through every metric, how to interpret it, and how to use these tools to drive better results across your team.
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KPI Stat Cards on the Supervisor Dashboard
At the top of the Supervisor Dashboard, five large KPI stat cards present your team's most important numbers. Each card features a prominent number, a descriptive label, and a color-coded icon for quick visual identification.
1. Total Calls (Green Icon)
What it measures: The total number of calls handled by all agents within the selected date range.
Why it matters: Total Calls is your volume metric — it tells you how much activity your team is generating. Without sufficient call volume, even the best agents cannot hit their targets.
What good looks like:
- Your team is meeting or exceeding the daily/weekly call volume targets you have set.
- Volume is consistent across the shift without long gaps.
What bad looks like:
- Call volume is well below target, especially during peak hours.
- Volume drops off sharply mid-shift, indicating agents may be spending too much time in non-calling statuses.
How to act on it: If Total Calls is low, check agent statuses on the dashboard. Are agents stuck in Away, Break, or Dispositioning for too long? Use the status filters to find out. If volume is high but other metrics are lagging, the issue may be lead quality or pitch effectiveness rather than activity.
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2. Sales Completed (Blue Icon)
What it measures: The number of calls that resulted in a successful sale or conversion within the selected date range.
Why it matters: Sales Completed is your outcome metric — it represents the direct results of your team's efforts. At the end of the day, this is the number that matters most to your business.
What good looks like:
- Sales are on pace to meet daily, weekly, or monthly targets.
- The ratio of sales to calls (Conversion Rate) is steady or improving.
What bad looks like:
- Sales are significantly below target despite healthy call volume.
- Sales are clustered around a few top performers while most agents have very few.
How to act on it: When sales are low relative to calls, investigate individual agent performance. Use the Leaderboard (described below) to identify who is underperforming and schedule targeted coaching sessions. Pair live call monitoring (Listen mode) with coaching to understand what is happening on the calls.
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3. Total Cost (Yellow/Warning Icon)
What it measures: The total dollar amount spent on calls during the selected date range.
Why it matters: Total Cost is your spend tracking metric. Every call has a cost, and keeping spend aligned with your budget is essential for profitability.
What good looks like:
- Spending is proportional to call volume and within your budget.
- Cost is trending downward relative to sales (improving efficiency).
What bad looks like:
- Costs are running over budget without a corresponding increase in sales.
- Cost spikes unexpectedly, possibly due to long call durations or after-hours calling.
How to act on it: Compare Total Cost with Sales Completed. If costs are rising but sales are flat, your cost per sale is increasing — that is a sign to investigate call efficiency. Check average handle times and look for agents with unusually long calls.
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4. Average Cost Per Sale (Teal/Info Icon)
What it measures: Total Cost divided by Sales Completed, expressed as a dollar amount. This is your efficiency metric.
Why it matters: Average Cost Per Sale (also known as Cost Per Acquisition or CPA) tells you how much it costs to produce one sale. It combines volume, cost, and conversion into a single number.
What good looks like:
- CPA is stable or declining over time.
- CPA is within the range your business considers profitable.
What bad looks like:
- CPA is rising, meaning each sale costs more to produce.
- CPA varies wildly from day to day, indicating inconsistent performance.
How to act on it: A high CPA usually means either too many calls are failing to convert (low conversion rate) or calls are too expensive (long durations, inefficient talk time). Address both by coaching agents on efficient call handling and qualifying leads early in the conversation.
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5. Conversion Rate (Green Success Icon)
What it measures: The percentage of Total Calls that resulted in a sale. Calculated as (Sales Completed ÷ Total Calls) × 100.
Why it matters: Conversion Rate is the quality metric that normalizes performance regardless of volume. It answers the question: "Out of every 100 calls, how many become sales?"
What good looks like:
- Conversion Rate is meeting or exceeding your team's benchmark.
- The rate is consistent across agents (not just carried by one or two top performers).
What bad looks like:
- Conversion Rate is below your target or declining over time.
- There is a wide gap between your best and worst converters.
How to act on it: If the overall rate is low, listen to calls (use Listen mode on the Supervisor Dashboard) to understand where conversations break down. Are agents failing to qualify leads? Struggling with objections? Missing the close? Use your findings to build targeted training.
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Using the Date Range Selector with KPIs
The KPI Date Range selector dropdown sits above the stat cards and controls the time window for all five metrics simultaneously. Here is how to use each option effectively:
Today
View real-time performance for the current shift. Use this during active calling hours to monitor pacing. Check it multiple times throughout the day — at the start of the shift, at midday, and near end of day.
Last 7 Days
A rolling weekly view that smooths out day-to-day fluctuations. Use this at the start of each week to review the previous week's performance and set goals.
Last 30 Days
A rolling monthly view for bigger-picture trends. Use this during monthly performance reviews or when evaluating the effectiveness of a campaign that has been running for several weeks.
Week to Date
Shows performance from Monday through today. Use this mid-week to check if the team is on track to hit weekly goals. Particularly useful on Wednesday or Thursday to decide if the team needs to push harder for the remainder of the week.
Month to Date
Shows performance from the first of the month through today. Use this in team meetings and reports to discuss progress toward monthly targets.
Year to Date
Aggregates all performance since January 1. Use this for quarterly business reviews, annual performance evaluations, or tracking progress toward yearly goals.
Comparing Time Periods
A powerful technique is to compare time periods to spot trends:
- Select Last 7 Days and note down the five KPI values.
- Switch to Last 30 Days and compare. Are your weekly numbers better or worse than the monthly average?
- Switch to Month to Date and compare with last month's final numbers (if you have them noted). Is the team pacing ahead or behind?
These comparisons reveal whether performance is improving, declining, or holding steady.
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The Agent Scorecard & Leaderboard
While the KPI cards give you a team-level view, the Agent Scorecard & Leaderboard on the Reports page lets you drill into individual agent performance. Navigate to Reports in the left-hand menu to access it.
The Scorecard section features two tabs: Leaderboard and Detailed Scores.
Leaderboard Tab
The Leaderboard tab displays the Top 10 agents ranked by a composite performance score. Each agent is shown as a card with:
- Rank number — A large, prominent number (1 through 10) showing the agent's position.
- Agent name — The agent's full name displayed clearly.
- Key stats — A summary of their most important metrics (sales, conversion rate, etc.).
- Composite score — A single score that combines multiple performance factors into one number for easy comparison.
The Leaderboard is designed for quick recognition and motivation. Display it during team meetings to celebrate top performers and inspire friendly competition.
#### How the Composite Score Works
The composite score is a weighted combination of several performance dimensions, giving you a holistic view of each agent's contributions. It is not just about who made the most sales — it factors in quality, efficiency, and consistency.
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Detailed Scores Tab
The Detailed Scores tab provides a full sortable table with every agent ranked. The table columns are:
| Column | Description |
|---|---|
| Rank | The agent's overall ranking position |
| Agent | Agent's full name |
| Sales | Total number of sales or conversions |
| Conversion | Conversion rate as a percentage |
| Compliance | Compliance score as a percentage — measures adherence to scripts, disclosures, and regulatory requirements |
| Efficiency | Efficiency score — reflects how well the agent uses their time (handle time, wrap-up time, idle time) |
| Volume | Volume score — based on total calls handled relative to expectations |
| Score | The overall composite score combining all dimensions |
#### Sorting the Table
Click any column header to sort the table by that column. Click again to reverse the sort order. This lets you quickly answer questions like:
- "Who has the highest conversion rate?" — Sort by the Conversion column.
- "Who is the most efficient?" — Sort by the Efficiency column.
- "Who needs compliance coaching?" — Sort by Compliance (ascending) to find the lowest scores.
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Using KPIs and Leaderboards in Your Workflow
Daily Standups
Start each day by reviewing the Today KPI cards:
- How many calls has the team made so far?
- How many sales are in?
- What is the current conversion rate?
Share these numbers with the team at the start of the shift to set expectations and motivate early momentum.
Weekly Reviews
At the end of each week, switch the date range to Last 7 Days and review:
- How did this week compare to last week?
- Which KPIs improved and which declined?
- Pull up the Leaderboard to recognize the top 10 agents.
- Review the Detailed Scores table to identify agents who need coaching.
Performance Coaching
Use the Detailed Scores tab to prepare for one-on-one coaching sessions:
- Sort by Score (ascending) to find agents who need the most help.
- Look at which specific dimensions are low — is it Conversion, Compliance, or Efficiency?
- Tailor your coaching to the specific area. For low Conversion, pair coaching with listen sessions. For low Compliance, review scripts and disclosures. For low Efficiency, work on call flow and wrap-up processes.
Identifying Training Needs
When multiple agents show low scores in the same dimension (e.g., several agents have low Compliance scores), it may indicate a team-wide training need rather than individual performance issues. Schedule a group training session focused on that topic.
Recognizing Top Performers
Use the Leaderboard to:
- Celebrate wins publicly. Share the Top 10 in team meetings or company channels.
- Identify mentors. Top-ranked agents can be paired with struggling agents for peer coaching.
- Reward performance. Use Leaderboard rankings to inform bonus decisions, contests, or recognition programs.
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Interpreting Metrics Together
Individual KPIs are useful, but the real insight comes from looking at them in combination:
| Scenario | What It Means | What to Do |
|---|---|---|
| High Calls + Low Sales | Agents are dialing but not converting | Focus on pitch quality and objection handling |
| Low Calls + High Conversion | Agents convert well but are not active enough | Encourage more dialing, check status time |
| High Cost + Low Sales | Spending is high with poor ROI | Review call durations and lead quality |
| Low Cost + High Sales | Excellent efficiency | Recognize and replicate what these agents do |
| Declining Conversion Rate | Quality is slipping over time | Increase monitoring, schedule coaching |
| Rising CPA | Each sale costs more to produce | Investigate both cost drivers and conversion |
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Tips for Getting the Most from KPIs and Leaderboards
- Review KPIs daily. Make it a habit, not an occasional check. The sooner you spot a trend, the sooner you can act on it.
- Look at weekly trends, not just daily numbers. A single bad day does not indicate a systemic problem. Weekly trends give you a more reliable picture.
- Do not focus solely on volume. High call volume means nothing if conversion is low. Balance quantity metrics (Total Calls, Volume score) with quality metrics (Conversion Rate, Compliance score).
- Combine KPI review with listen sessions. Numbers tell you what is happening; listening to calls tells you why. Use both together for the most effective coaching.
- Use the Leaderboard to drive healthy competition. Share rankings regularly, but keep it positive. The goal is motivation, not shaming.
- Sort the Detailed Scores table by different columns each week. One week, focus on Compliance. The next, focus on Efficiency. This keeps your coaching well-rounded.
- Set team and individual targets. Use historical KPI data to set realistic but ambitious goals. Share these targets with agents so they know what they are working toward.
- Celebrate improvement, not just absolute numbers. An agent who improves their conversion rate from 5% to 10% deserves recognition just as much as the agent who has always been at 15%.
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Summary
The KPI stat cards on the Supervisor Dashboard give you a real-time, team-level view of performance across five critical dimensions: volume, outcomes, cost, efficiency, and conversion. The Agent Scorecard & Leaderboard on the Reports page drills into individual agent rankings with a Top 10 leaderboard and a comprehensive sortable table covering Sales, Conversion, Compliance, Efficiency, Volume, and a composite Score. Together, these tools give you everything you need to monitor performance, identify coaching opportunities, and recognize your top talent. Use them daily and your team will continuously improve.
Last updated: February 24, 2026