Leaderboard

Today: Real-time intraday ranking.
This Week: Week-to-date performance (resets Monday at 00:00 UTC).
This Month: Month-to-date aggregation.
Custom Range: User-selected start and end dates.

The Leaderboard provides real-time rankings of team members across call volume, conversational metrics, and quality scores.

Access: Organization Owners, Admins, and Managers.

Leaderboard Ranking Metrics

Managers can rank team members across multiple core performance dimensions:

Metric	Calculation Basis	Significance
Average Call Score	Mean score across all evaluated QA scorecards.	Primary measure of conversational adherence and quality.
Total Calls	Completed call conversations in the selected period.	Core activity and customer contact volume.
Total Talk Time	Cumulative duration spent speaking with customers.	Customer engagement and coverage.
Speed to Lead	Mean time from lead creation in CRM to initial outbound call.	Responsiveness to new inbound opportunities.
Talk-to-Listen Ratio	Agent speech percentage vs customer speech percentage.	Conversational balance and active listening.

Organization-Wide: Compare all active users.
Team / Department: Scope rankings to specific sales, onboarding, or support teams.
Minimum Call Threshold: Filter out reps with fewer than the minimum required calls to eliminate sample bias.

Click any user name on the leaderboard to open their dedicated member profile:

Performance Trends: Historical score and volume trajectories over 30, 60, and 90 days.
Coaching History: Recent scorecard reviews, open action items, and resolved questions.
Top Strengths & Flags: Highest-performing scorecard criteria and recurring improvement areas.