Leaderboards

Employee Leaderboard

The employee leaderboard helps you understand how your employees are performing, from seeing how fast they respond to customers to the number of review invites they’ve sent. The employee leaderboard shows these metrics:

  • First response time. The median time it takes a team member to respond to a new inbound conversation, adjusted for business hours.
  • Total conversations. The number of conversations in which a team member has sent a message.
  • Review invites. The number of review invitations sent by a team member.
  • Total reviews. The number of reviews a team member has been tagged in either manually or automatically.
  • Average review rating. The average review rating (1 to 5) that the team member is tagged on.
  • Feedback surveys sent. The total number of feedback surveys sent by a team member.
  • Feedback responses. The number of feedback survey responses that a team member has received from a feedback request.
  • Feedback scores (1-5), (1-7), (1-10), and Net Promoter Score. The feedback score for a team member. To learn how a feedback score is calculated, read “Understanding Feedback Scores.”

All users are shown on the employee leaderboard by default. Account owners may choose which roles are shown or hidden on the employee leaderboard by adjusting the "Appear on Employee Leaderboard" role permission. To learn how to adjust role permissions, please read “Change permissions for a role”.Leaderboard_Employees.png

Location Leaderboard

The location leaderboard helps you understand how each of your locations is performing, from seeing the number of inbound leads they’ve received to the number of reviews they have. The location leaderboard shows these metrics:

  • Inbound leads. The number of inbound messages a specific location has received.
  • First response time. The median time it takes a location to respond to a new inbound conversation, adjusted for business hours.
  • Total conversations. The total number of conversations that a location has.
  • Review invites. The number of review invitations sent from a location.
  • Total reviews. The number of reviews for a location.
  • Average review rating. The average review rating (1 to 5) for a location.
  • Feedback surveys sent. The total number of feedback surveys sent from a location.
  • Feedback responses. The number of feedback survey responses that a location has received from feedback requests.
  • Feedback scores (1-5), (1-7), (1-10), and Net Promoter Score. The feedback score for a location. To learn how a feedback score is calculated, read “Understanding Feedback Scores.”
  • Amount processed. The total dollar amount of paid payments.
  • Amount requested. The total dollar amount of requested payments.
  • Invoices Sent. The number of requested payments.
  • Invoices Paid.  The number of paid payments.

Only account owners and location admins can see metrics for all locations. However, multi-location reporting can be enabled for team leaders and managers but not for team members and contributors. To learn how to adjust role permissions, please read “Change permissions for a role”.LeaderboardLocations.png

Choosing the Metrics Included in the Leaderboard

Both the employee and location leaderboards have a default set of metrics that you can update anytime.

To choose which metrics are included:

  1. Go to Leaderboard.
  2. Click Add Metric. Leaderboard_AddMetric.png
  3. Select the metrics to be displayed on each leaderboard. Be aware that all metrics are not available on both employee and location leaderboards.LeaderboardAddMetrics2.png
  4. Click Apply.LeaderboardAddMetrics3.png

Filtering by Date or Location

By default, the Leaderboard shows data for a specific location within the last week. However, you can change the info displayed anytime. 

  1. Go to Leaderboard.
  2. Select a date range and location from the drop-down menus.LeaderboardFiltering.png

Sorting the Leaderboard

You can sort the leaderboard to highlight the metrics that are most relevant to you.

  1. Go to Leaderboard.
  2. Click the column header you want to use to sort the leaderboard. the default is sorted by highest to lowest.LeaderboardSorting.png