Introduction
The "Agent Accountability" or "My Accountability" report is built to show data calls, emails, texts, new leads, contacts made, contact rate, response time, and email open rate.
To access this report, click on Reporting > Agent Accountability or My Accountability.
Summary
- Overview
- My Accountability - Individual Agent View
- Agent Accountability - Team Admin View
- Overview vs. Table Format
- FAQs
Overview
The following filters are available at the top of the report:
- Date Range. Today, Yesterday, This Week, Custom Date Range, etc.
- Activity Reporting. The timeframe to be populated in the report. The default is 00:00 - 24:00.
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Filters
- Lead Type
- Segment
- Lead Privacy
- Source
- Pipeline
- Tag
There are two versions of this report outlined below in detail.
My Accountability - Individual Agent View
This report is accessible by all users of a team but will only display if the user does not have permission to "Access All Team Leads." The data available is only for the specific user who is accessing this page. The following is the data presented here:
- New Leads.
- Calls. This number is calculated based on calls made, including manual calls logged and calls made from a virtual number/dialer).
- Emails. This number is calculated based on emails sent manually and automatically.
- Texts. This number is calculated based on texts made, including manual texts logged and texts sent automatically.
- Contact Rate. The ratio of leads called, emailed, and texted (manually or automatically) compared to the total leads assigned
- Response Time. Average response time from lead registration to initial call, email, or text (manually or automatically).
- Call Connect Rate. The proportion of calls in which agents made successful contact with leads compared to the total number of attempted calls
- Email Open Rate. The proportion of emails opened compared to the total emails sent
Agent Accountability - Team Admin View
This report is only accessible by those with the "Access All Team Leads" permission. This report will show data for all users on the team so that admins, team leaders, etc. can review and analyze the data, coach, etc. The following is the available data on this page:
- New Leads. New leads acquired in the last 24 hours.
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Calls. This number is calculated based on calls made, including manual calls logged and calls made from a virtual number/dialer).
- The data shows both the total number of leads called and the number of calls made.
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Emails. This number is calculated based on emails sent manually and automatically.
- The data shows both the total number of leads emailed and the number of emails sent.
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Texts. This number is calculated based on texts sent, including manual texts logged and texts sent automatically.
- The data shows both the total number of leads texted and the number of texts sent.
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Contacts Made. This number is calculated based on your calls, emails, and texts, including manual communication, logged, and automatic contact made. This report is broken down on a per-user basis.
- By Leads (Leads Called, Leads Emailed, Leads Texted)
- By Activities (Calls Made, Emails Sent, Texts Sent)
- Contact Rate. The ratio of leads called, emailed, and texted (manually or automatically) compared to the total leads assigned. The average percentage for the entire team will also be shown down the middle.
- Response Time. Average response time from lead registration to initial call, email, or text (manually or automatically). The team's average response time will be shown down the middle.
- Call Connect Rate. The proportion of calls in which agents made successful contact with leads compared to the total number of attempted calls. The average connects rate for the team will be shown down the middle.
- Email Open Rate. The proportion of emails opened compared to the total emails sent. The team average will be shown down the middle.
Overview vs. Table Format
The reports can be viewed in both "Overview" format, which is more visually appealing and contains the graphs, etc., as well as in "Table" format which contains the same data for each user on the team.
FAQs
- Are calls and texts done by agents to leads in the lead pond counted?
- If a lead is deleted, are those activities still counted?
- If a lead is merged, are those activities still counted? Are they still attributed to the old/original lead, or are they "moved" to the primary merge target?
- Does the report include both incoming and outgoing calls/texts/emails?
- When reporting the number of calls, texts, and emails, does the report filter actions with a particular outcome (for example a Bad Number called, or an "undelivered" text message), or does it count everything?
- Does the report track calls made through the mobile app? As we understand it this will use the agent's mobile number directly rather than the Lofty virtual number.
- The API appears to return timestamps for calls and events in UTC. However, does the report convert this to each agent's individual preferred timezone, is there a global team timezone that is used, is it just using the timezone of the browser of the user who is viewing the report, or something else?
- How often is the reporting page updated?
Are calls and texts done by agents to leads in the lead pond counted?
Right now in the Agent Accountability report, as long as the agent calls/texts/emails the leads, the behaviors will be counted, no need for the leads to be assigned to that agent. This means the behaviors of the leads in the lead pond can also be counted. This includes the following indicators: Leads Emailed, Leads Called, Leads Texted, Emails Sent, Calls Made, Texts Sent, Tasks Completed, Appointments Completed, Call Connected Rate, and Email Open Rate.
If a lead is deleted, are those activities still counted?
If a lead is deleted (in the trash, but not erased), the activities will be counted. But if a lead is erased, then those activities will not be counted.
If a lead is merged, are those activities still counted? Are they still attributed to the old/original lead, or are they "moved" to the primary merge target?
Yes, those activities are still counted. All reports are calculated based on the timeline logs and when two leads have merged the timeline of the original lead will be transitioned to the new lead.
- If the numbers are counted from the operator's perspective, merging leads has no effect on the report--the behaviors still belong to the agent who generated them. For example, if I called Lead A, and you called Lead B. Then, Lead A and Lead B are merged. But when we see the report, the calls I made are still "1," and the calls you made are also the same (1).
- If the numbers are counted from the lead's perspective, these behaviors will belong to the new lead. For example, I called two leads. If I merge the two, then the # of leads called will change to "1."
Does the report include both incoming and outgoing calls/texts/emails?
Only outgoing calls/texts/emails will be counted.
When reporting the number of calls, texts, and emails, does the report filter actions with a particular outcome (for example a Bad Number called, or an "undelivered" text message), or does it count everything?
- (A) For Lead Emailed, Leads Called, Leads Texted, Emails Sent, Calls Made, Text Sent, Contact Rate, and Response Time, all actions will be counted no matter whether the call was answered or not or whether the text was delivered or not.
- (B) As for Call Connected Rate, the outcome of the call must be marked as "Talked"
- (C) For Email Open Rate, the email must be opened by the recipients, and then it will be counted.
Does the report track calls made through the mobile app when triggered directly from the phone's call app and not via the Lofty virtual number?
Currently, there are two ways to make calls via the mobile app:
- Use Lofty Dialer: The users need to save the call result after the call, then a call type timeline will be generated and it will be counted in the report. If not saved, then no timeline log will be recorded and the report will not count it.
- Use cell phone's call app: When the users choose this way to make the call, Lofty will open a call result page and then open the cell phone call app to call the number. If the user goes back into Lofty to make notes and save them a call log will be left on the timeline and it will be counted in the report. If not, then no timeline log will be recorded and the report will not count it.
The API appears to return timestamps for calls and events in UTC. However, does the report convert this to each agent's individual preferred timezone, is there a global team timezone that is used, is it just using the timezone of the browser of the user who is viewing the report, or something else?
We use the time zone that each agent sets in Settings > Preferences > Timezone.
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How often is the reporting page updated?
You can now manually update all reports instead of having to wait for scheduled periodic updates. This will help avoid delays and give you control over the last sync for your reports.
You will see an option in the upper right-hand corner "Last Updated" to see when reporting was last updated.
Click on the circle icon to manually update.
Questions?
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your CRM.
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