Agent report
Compare your coordinators' opportunities, sales, messages and calls with Agent Reporting, and learn where to track response time.
3 min read
Agent Reporting shows how much work each user in your team is doing and what results they get. Use it to share leads fairly between patient coordinators and sales consultants, to spread your best performer's approach across the team, and to spot early who needs coaching.
Before you start
- The report counts records assigned to a user. If opportunities and conversations are not assigned to a coordinator, that work is credited to nobody: Assigning and collaborating.
- Won patients must be marked Won with a value.
- Manage who can see reports in Roles and permissions. You may want coordinators to see only their own data.
Reading the report
- Open Reporting → Agent Reporting. Use the user selector to choose the whole team or one person; set the date range in the top-right corner.
- The team overview shows opportunities, won opportunities, conversion rate, messages/emails sent and calls.
- The leaderboard compares users who created the most opportunities and closed the most sales.
Which metrics does the report include?
| Group | Example metrics |
|---|---|
| Opportunities | Created, open, won and lost opportunities; won value. |
| Conversion | Opportunity-to-sale conversion rate. |
| SMS / messages | Messages sent and received. |
| Emails sent and engagement. | |
| Calls | Inbound and outbound calls, talk time. |
| Efficiency | Results relative to effort (e.g. calls per sale). |
You can compare against the previous period to see whether a coordinator's performance is improving.
Where is response time?
Agent Reporting does not show first response time. For "time to first reply" — the most important metric in medical tourism:
- If it is included in your package, switch on SLA (service level) in the Conversations module, then add the Average response time trend and SLA performance widgets to your Dashboard. These widgets show no data until SLA is switched on.
- If SLA is not available, pick 10 new leads each week and check the time between their first message and your first reply in the conversation history.
For the target and method, see Speed to lead.
Heads up
Don't use the team report on its own as a disciplinary tool. A coordinator who sends lots of messages but closes few sales may simply be receiving poor-quality leads. Read the figures together with the source and language mix.
Example
Zeynep closed 12 sales from 74 opportunities; Can closed 5 from 48. Looking at the conversations, Zeynep asks for photos and X-rays on day one, while Can gives the price in his first message. The clinic turns Zeynep's flow into the team's standard first-reply template.
Troubleshooting
A user shows zero. Opportunities are not being assigned to that user, or they are logging in with a different account.
WhatsApp messages don't seem to be counted. Channel-level metrics may vary by package; for conversation counts, check Conversations and the Dashboard widgets as well.
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