Performance
Leaderboard

Leaderboard

The Leaderboard provides competitive rankings that motivate team members and recognize top performers.

Overview

Access real-time rankings of team members across multiple performance metrics, creating healthy competition and driving improvement.

Leaderboard Metrics

Quality Score

  • Average quality score across all calls
  • Weighted by checklist results
  • Primary ranking metric
  • Updated in real-time as calls are scored

Total Calls

  • Number of calls handled in period
  • Activity level indicator
  • Balances with quality metrics
  • Shows engagement and effort

Talk Time

  • Total time spent on calls
  • Indicates effort and coverage
  • Useful for capacity planning
  • Relative to team averages

Conversion Rate

  • Percentage of successful outcomes
  • Varies by call type and industry
  • Key business metric
  • Ties activity to results

Leaderboard Views

Time Period Selection

Choose ranking period:

  • Today - Real-time daily performance
  • This Week - Week-to-date rankings
  • This Month - Monthly leaderboard
  • Custom Range - Specific date ranges
  • All Time - Historical best performers

Filtering Options

Refine leaderboard view:

  • Team/Department - Specific groups
  • Call Type - Inbound, outbound, etc.
  • Minimum Calls - Qualify with X calls minimum
  • Metric Focus - Sort by different metrics

Using the Leaderboard

Weekly Team Meetings

Start of Week:

  1. Display last week's leaderboard
  2. Recognize top 3 performers
  3. Highlight "Most Improved"
  4. Set this week's team goal

Daily Standup

  • Quick leaderboard check
  • Celebrate daily winners
  • Motivate team for the day
  • Create friendly competition

Monthly Recognition

  • Award top monthly performers
  • Recognize consistent performers
  • Celebrate improvement stories
  • Set new monthly challenges

Best Practices

Positive Reinforcement

  • Celebrate winners publicly
  • Recognize multiple categories (quality, improvement, effort)
  • Focus on progress, not just rank
  • Create inclusive recognition

Fair Competition

  • Set minimum call requirements
  • Adjust for different roles/territories
  • Consider call difficulty factors
  • Transparent calculation methods

Motivation Without Pressure

  • Emphasize team goals alongside individual
  • Reward improvement, not just #1
  • Avoid punitive measures for low ranks
  • Keep it fun and engaging

Leaderboard Challenges

Create special competitions:

Weekly Challenges

  • Highest quality score
  • Most improved from last week
  • Longest streak of high-quality calls
  • Best first-call resolution rate

Team vs. Team

  • Department competitions
  • Location-based challenges
  • Shift comparisons
  • Group goals

Individual Milestones

  • 100 calls milestone
  • 90%+ quality streak
  • Zero compliance issues month
  • Perfect week

Next Steps

OverviewTeam Metrics