Scorecard and discipline score
The cohort scorecard, the five components and formula of the discipline score, departed-agent and handover attribution, coaching flags.
6 min read
The Karne (Scorecard) tab lets you talk about agent performance with data rather than gut feeling. It answers two different questions: sales results (how many incoming leads were reached and how many became sales) and working discipline (follow-up, speed, replies, honesty and data hygiene). The period selector at the top (Bu ay This month, Geçen ay Last month, Son 30 gün Last 30 days, Son 90 gün Last 90 days, Bu yıl This year) affects every card.
The discipline score
A single number from 0 to 100 for each active agent, with every component shown separately. Hover over a cell to see why it has that score (e.g. "61 açık lead'in 9 tanesinde temas/takip uyarısı", 9 of 61 open leads have a contact/follow-up alert).
- The Skor (Score) column shows the total in a coloured ring: 75 and above green, 55–74 orange, below 55 red.
- Component cells: 75 and above ↑ green, below 50 ↓ red.
| Component | Weight | How it's calculated |
|---|---|---|
| Takip (Follow-up) | 30 | 1 − (open leads with an operational alert ÷ open leads). Operational alerts: Contact breach, Close it out, Payment waiting, First contact late, Unanswered message. Left out if the agent has no open leads. |
| Hız (Speed) | 25 | Share of new leads in the period that got a first contact within 60 business minutes. Leads never contacted count as misses. Left out if the agent has fewer than 3 new leads in the period. |
| Yanıt (Reply) | 15 | Share of patient messages answered within 4 business hours. Messages still waiting past that limit count as missed. |
| Dürüstlük (Honesty) | 15 | 1 − (Unproven progression + Too few attempts alerts ÷ workload) × 5 |
| Veri hijyeni (Data hygiene) | 15 | 1 − (No lost reason + Zero-value sale + Duplicate record alerts ÷ workload) × 4 |
Workload is the agent's open leads plus the leads they closed in the last 14 days, with a minimum of 10. That way 5 mistakes across 20 closures are serious, but not across 200.
The total score is the weighted average of the components that have data. A component without data (for example Speed and Reply when the contact source is off) drops out together with its weight, and the score is calculated from the rest. Rules you've switched off don't count either.
Example: Can Yıldız's components are Follow-up 58, Speed 41, Reply 46, Honesty 50, Data hygiene 60. Score = (58×30 + 41×25 + 46×15 + 50×15 + 60×15) ÷ 100 = 51.
Note
Follow-up, Honesty and Data hygiene look at today's alerts. Speed and Reply are calculated for the selected period. The discipline score on the Genel tab uses This month; if you pick another period on the Scorecard tab, the score may differ.
The cohort scorecard
"How many sales did we make this month?" is misleading: sales from last month's leads land in this month. The Chief asks a better question: "How many of the leads that came in during this period became sales?" The scorecard evaluates leads created in the selected period, with their current status.
- Choose the period.
- If the period includes today, the title shows a Olgunlaşmamış dönem (Immature period) tag: conversion will rise as open leads close. Don't judge at month end; compare with last month instead.
- Agents who have left appear with (arşiv) (archived) after their name; leads with no owner are on the Atanmamış (Unassigned) row; the total is on the Ekip (Team) row.
| Column | Meaning |
|---|---|
| Lead | Leads created in the period and credited to the agent |
| Görüşülen (Spoken to) | Leads that reached a Spoken to, Payment, Won or Lost class |
| Ulaşılma (Reach rate) | Spoken to ÷ Leads: contact skill |
| Satış / Dönüşüm (Sales / Conversion) | Won, and Won ÷ Leads: the main metric. The number below is the change in points against the previous comparable period |
| Kapama (Close rate) | Won ÷ Spoken to: closing skill. 40% and above ↑, below 20% ↓ |
| Satış süresi (Time to sale) | Average days from lead creation to sale |
| Ciro / Ort. sepet (Revenue / Avg. basket) | Total and average value of won opportunities |
For This month, the "previous comparable period" is the same days of last month (e.g. 1–6 October vs. 1–6 September); half a month is never compared with a full month.
Attribution: current owner, origin and closer
- The scorecard normally credits a lead to its current owner. When a lead is handed over between two active agents, it moves to the new owner's scorecard.
- The Chief remembers each lead's first owner (the owner when the Chief first saw the lead) as its origin. If the origin agent is marked Ayrıldı (Left) in settings, open leads handed over from them keep counting on their scorecard, so the new owner's conversion rate isn't distorted.
- If a handed-over lead is won, the sale is credited to the agent who closed it (the current owner).
- Alerts always go to the current owner.
Heads up
When an agent leaves, first hand over their open leads to other agents in Opportunities, then mark them Ayrıldı (Left) in the Chief's settings. Do this before deleting their user account; a deleted user may no longer appear in the agent list, in which case handed-over leads are credited to the new owner.
Conversion funnel and coaching flags
- The Dönüşüm hunisi (Conversion funnel) shows where the period's incoming leads drop off: Gelen lead (Incoming) → Temas edilen (Contacted, if contact data exists) → Görüşülen (Spoken to) → Ödemeye gelen (Reached payment) → Kazanılan (Won). A note below names the step with the biggest loss.
- Koçluk bayrakları (Coaching flags) suggest one topic per active agent: "what to talk about with them this week".
The flag is chosen in this order: first the discipline component furthest below its limit (Honesty below 70, Follow-up below 60, Data hygiene below 60, Speed below 50, Reply below 50); if none, performance signals: connect rate below 20% over at least 10 calls ("Çok arıyor, bağlanamıyor", calls a lot but can't connect), close rate below 20% over at least 5 conversations ("Görüşüyor ama kapatamıyor", talks but can't close), daily rhythm below 20% with 40+ open leads ("Yük fazla, ritim düşük", overloaded, low rhythm), otherwise rhythm below 20% ("Günlük ritim düşük", low daily rhythm). If none applies: "İyi durumda" (In good shape).
The Nerede takılı (Where it's stuck) card at the bottom of the tab shows how open leads are spread across stages.
How agents should read their scorecard
- Low reach rate means a contact problem: you're not calling enough, calling at the wrong times or only trying one channel. Look at the best call hours card.
- Low close rate means you talk to patients but don't sell: work on presenting the treatment plan, handling price objections and asking for the deposit.
- Low speed: turn on new-lead notifications and keep the first hour for the phone; reply first thing in the morning to the German patient who filled in a form the evening before.
- Low honesty: move cards forward only after you've really spoken to the patient, and do it by calling or writing from the panel so there's a record.
- Low data hygiene: enter the lost reason and sale amount when you close a lead.
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