Performance Overview
The Performance section delivers comprehensive conversation analytics, rep leaderboards, and conversion metrics across your entire organization.
Access: Organization Owners, Admins, and Managers.
Analytics Modules
The Performance suite comprises two primary management views:
1. Leaderboard
Dynamic team rankings designed to drive motivation, benchmark reps against organizational standards, and recognize top performers.
- Multi-metric composite scoring.
- Configurable timeframes (Today, This Week, This Month, Custom Range).
- Individual agent performance cards and historical trends.
See the Leaderboard Guide for details.
2. Team Metrics
Deep conversational metrics calculated across dialers, CRM integrations, and recorded meetings.
- Call Volume: Dials vs connects reconciliation.
- Duration Analysis: Mean and median conversation length.
- Talk-to-Listen Ratio: Active speaker distribution between agents and customers.
- Question Counts: Discovery and qualification depth.
- Speed to Lead: Elapsed response time from CRM lead creation to first dial.
- QA Scorecard Trends: Aggregate quality scores and criteria pass rates.
See the Team Metrics Guide for details.
Data Pipeline and Attribution
Performance metrics are computed from three synchronized data streams:
- Audio & Transcripts: Audio segmentation calculates speaker turn times and talk ratios.
- Telephony & Dialers: Webhooks from OpenPhone, WAVV, Blink, and ViciDial track dial counts and call completion states.
- CRM Integration: GoHighLevel, Salesforce, and Pipedrive integrations supply lead creation timestamps for speed-to-lead calculations.
Related Documentation
- Leaderboard: Ranked rep leaderboards and filtering.
- Team Metrics: Conversational analytics and calculation formulas.
- Call Scoring: Automated QA scorecards.
- Coaching: Turn performance insights into structured coaching sessions.