Agent Performance

Agent Performance is the part of Reporting about people: what each one did, where they stand on calls, texts, appointments and deals, whether they're up or down on the period before, and the targets set for them. It covers four Reporting tabs: Agent Activity, Appointments, Leaderboard and Agent Goals.

Open Reporting from the left menu, then pick the tab. There is no separate Agent Performance menu entry any more, and an old link to it opens the Leaderboard tab.

Who sees whose numbers

Reporting follows one rule on every agent report:

• Owners and admins see everyone.
• A member who leads a team sees themselves and the people on the teams they lead.
• Any other member sees only their own row.

Nobody sees anyone else's contacts here. If your workspace has teams, a team menu next to the period buttons (All teams by default) narrows the Leaderboard and Appointments to one team. Agent Activity has an Agent or team picker instead (see below), and so do Lead Sources, Calls and Batch Emails. Either one can only narrow what you're already allowed to see.

An owner or admin can let plain members see their own team on the Leaderboard. See Who sees the leaderboard. A teammate who has no name set shows as Team member to anyone who may not see that person's details, never as an email address.

Choosing a period

Pick a period at the top: Today, Yesterday, This week, Last week, This month, Last month, Last 14 days, Last 30 days, Last 90 days, This year, Last year, All time or Custom. Custom shows two date boxes, and the report counts the whole days from the first to the last in your workspace's time zone. All time has no earlier period to compare with. The Leaderboard opens on This week. The other agent reports open on Today.

Agent Activity

Choose total lead count and total agent activity from Show me. A tile for each measure shows the team total against the period before. Under the tiles is a row for each person, in name order, with New Leads, Initially Assigned Leads, Currently Assigned Leads, Calls, Emails, Home value emails, Texts, Notes, Tasks Completed, Appointments Set and Appointments. Appointments counts every appointment the person owned or was invited to that started in the period and is not canceled or a no-show, whether or not it was marked completed. Appointments Set counts the ones they created in the period. Yapii doesn't keep a history of who a lead was first assigned to, so Initially Assigned Leads says "Not recorded yet". Emails counts the one-to-one emails the person sent from Yapii or a connected mailbox, plus batch emails they sent or that were assigned to them. The monthly home value email has its own Home value emails column. Click the small info button beside a heading to see what it counts.

At the top, the Agent or team picker starts on Everyone. Owners, admins and team leaders can pick one agent or one team. Anyone else is offered Everyone, Me and the teams they are on, and a pick can never show more than they are already allowed to see. The Columns button chooses what the tiles and table show: Activity columns (the eleven above), Coaching columns, All columns (to start) or Custom, where you tick the columns you want. The coaching columns measure one agent's own leads and their own personal outreach, never a colleague's: Leads (this agent), Not Acted On (this agent), Avg. Speed to Lead (this agent), Avg. Contact Attempts (this agent) and % Responded (this agent).

Next to the picker is a menu that starts on All leads. It narrows the report by how the contact first came into Yapii: Web leads (a form, your website, a lead email, a social lead form or an open house sign-in), Manual leads (someone added the person by hand), Imported leads (a file import), CRM sync leads (your connected CRM brought the person in) or Unknown (Yapii has no record of how the person arrived, such as contacts from before this was tracked). It is not the buyer or seller lead type on a contact. It narrows only the lead figures, New Leads and the coaching columns. Calls, texts, emails and the other activity columns still count everything the person did. Click a New Leads number and the contacts you open are narrowed the same way, and an export carries the pick too.

Under the tiles is a chart. Pick a measure from the first menu (New Leads, Texts, Emails, Notes, Tasks Completed or Appointments Set), and if you like a second one after vs. Choose Hourly, Daily or Weekly. A dashed line of the same color shows the period before. If your choice would draw too many points for the dates, Yapii uses a wider step instead, up to monthly or yearly, and a small line under the chart says which, such as "Shown weekly for this range." If even a yearly step is too many, the chart asks you to pick a shorter range.

The tiles and the table cells for those six measures are links. Click a number to open Contacts already filtered to the people behind it, for that agent and the same dates, with a chip at the top that you can remove. Calls and Home value emails are plain numbers. The page address holds the whole view (period, picker, columns, chart), so you can bookmark it or send it to someone.

Appointments

The list shows each appointment in the period with its title, people, Agent (whose appointment it is), Team (the teammates invited to it, see Inviting team members), who created it (Created By), date, type, outcome, the contact's lead source (Contact Lead Source) and Marketing Source, the first campaign source a lead source sent for that contact. Team shows a dash when nobody was invited, which includes every appointment booked before invitations were recorded. Filter by agent, type and outcome. The list holds up to 5,000 appointments for the period and says so when it stops there. Pick a shorter period, or Export, to reach the rest. You only see appointments you are allowed to see. Under the list, Outcomes by agent shows team totals for appointments set, held, no-shows and show rate, then a row for each agent.

The leaderboard

The Leaderboard has four tabs: Activity, Calls, Outcomes and Deals. On the Activity tab, click any column heading to rank by it. It starts ranked by Points. The Calls and Outcomes tabs keep their own order. Click the small info button beside a heading to see what the number counts. Fullscreen (everyone) fills the screen with the leaderboard, and Exit fullscreen brings it back. Under each number you'll see the change on the period before, such as +3 (+20%), no change or (new). The arrow next to each rank shows who moved up or down.

Tab	What it ranks
Activity	Points (500 for an appointment set, 100 for a conversation, 10 for a call, 2 for a text and 1 for an email), leads worked, calls, conversations, talk time, texts, Home value emails (the monthly home value email, counted when it's sent), people reached, appointments set, tasks done and notes.
Calls	Dials, conversations, connect rate, talk time, average call length, and calls Claire dialled.
Outcomes	Appointments set and held, no-shows, deals started and closed, Sales volume and commission closed. A Pipeline menu (All pipelines to start) narrows only the deal columns to one pipeline.

| Deals | Four tiles (Deals closed, Sales volume, Commission and Average value) and a ranking by closed sales volume. A Pipeline menu narrows it to one pipeline once you have more than one. Exclude leaves chosen people out of the ranking and tiles for this view only, and changes nobody's access. |

A conversation is a connected call that lasted at least 2 minutes.

Who sees the leaderboard

Everyone sees the Leaderboard tab, with the rows they are allowed to see (see above). Lenders do not see it.

Owners and admins also get three buttons:

• Hide users opens a list where you tick people to take off the Leaderboard for everyone. Their numbers still count in the tiles and totals. It applies to the Leaderboard tabs only, not to Agent Activity, Appointments or exports.
• Members see their own team is a switch, off to start. When it is on, a member who is on a team also sees the other people on that team on the Leaderboard tabs, but no one on a team they are not on. Everything else about who sees whose numbers stays as above.
• TV view makes a link that shows the leaderboard on an office screen without anyone signing in. You can pick a Team as well as the period and what to rank by. Everyone is the default. With a team picked, the TV shows only that team's members and its title reads "Team name Leaderboard". Changing the team makes a new link and the old link stops working. It shows names and numbers only, never contact details. People you hide are still on it. You can turn the link off or make a new one, and the old link stops working.

What counts

• Only each person's own work counts. Messages sent by Claire, a playbook or a campaign aren't credited to anyone, except in the Claire column, which appears when Claire has done something in the period.
• Appointments are credited to whoever the appointment belongs to, including the ones Claire booked for them.
• Calls on Agent Activity and the Leaderboard counts the calls a person placed plus the inbound calls they took that connected. A missed inbound call, or one that went to voicemail, does not count. Conversations and talk time still count only the calls the person placed. The Calls column on Lead Sources is different: it counts only calls a person placed.
• The deal columns stay empty until your team uses the Pipeline.

Agent Goals

Agent Goals sets a target for each agent and shows how far along they are. Owners and admins set goals and see everyone's. Everyone else sees only their own. Current period and Year tabs sit at the top.

If your workspace has teams, owners and admins first pick a team under View goals by team, and All teams takes them back. Then, for each agent:

1. Choose a measure: Calls, Conversations, Texts, Home value emails or Appointments set.
2. Choose Per week or Per month.
3. Type the Target and click Set goal.

Each goal shows progress against the target, marked Goal met, On track or Behind. The counts come from the same numbers as the leaderboard, so the two always agree. Click the bin icon on a goal to remove it.

The Year tab

Year shows all twelve months of one year, with a row of months for each goal that is set Per month. Use the - and + buttons to move between years. Each month shows the count for that month, shaded green when the goal was met and amber when it was behind. Months are judged against the current target. A month before you set a goal says No goal yet, and a month that has not started shows a dash. A goal set Per week does not appear on this tab.

An agent's page

Click an agent's name, on either tab, to open their page. It has Personal goals, Deals for the year and Appointments for the year, with links to the transaction or the contact, and - and + to change the year. A personal goal is a line of your own, such as "Door-knock 20 homes", with a box to tick when it is done. Type it under Add a personal goal... and click Add. An owner or admin can add them for any agent. Everyone else can add them only for themselves, and can open only their own page. If calendar sharing keeps some of an agent's appointments from you, the page says how many.