Team Performance Stats and Goal Setting

Settings goals

To personalise your reports further, you can set up your own goals to track how team members are performing. These can be selected when running a report and all the statistics can be exported from the report page.

Setting up a goal: Navigate to Settings > User settings > Goal settings tab (if enabled)

Press Add goal and enter the details required to create it:

Goal name: enter a name that helps you identify what this goal is for future editing or selecting in a report

Select user type: select a team or select specific users that this goal is applicable to

Select metric goal:

• Lead conversion goals – these are goals related to your quotes/jobs assigned users
• Referrer goals – these are goals related to your referral partner account managers

Select metrics value:

• Lead conversion goals
  • New leads – the number of leads allocated to that user in the given day/week/month. Count methods – Count/Sum (count and sum will be the same). If you set any other method, it will return ‘1’. Lead created between from and to date for the report timeframe.
  • New instructions – based on the accepted date of a job. Count methods – Count/Sum (count and sum will be the same). If you set any other method, it will return ‘1’. Includes all non-cancelled leads accepted onwards, with the accepted date between the From Date and To Date.
  • Conversion rate – based on the number of jobs accepted created that day/week/month
    • This may differ to the sales report conversion rate if the assigned user on jobs is also the account manager for referrers and the leads that have come in from their referral partners haven’t converted, but their own assigned leads have or vice versa). E.g. Assigned = 5 leads + 2 other leads created that are referrer-linked as the account manager = 7. Converted = 5 → 71%. 
    • Count methods – Average. 
    • Total leads created between the from and to date that have been accepted onwards, divided by total leads created between the From Date and To Date, multiplied by 100.
  • Conversion time – based on the accepted date of a job. Count methods – Count/Sum/Average/Min/Max. Includes jobs created between the report From Date and To Date, that are accepted onwards, considering the time difference between the Created Date and Accepted Date in minutes.
  • Payments received – Count methods – Count/Sum/Average/Min/Max. Total paid value of non-cancelled surveys paid by users where the payment date is between the From Date and To Date.
  • Booking value – Count methods – Count/Sum/Average/Min/Max. Total final price of jobs paid by users where the payment date is between the From Date and To Date.
  • Total points – Count methods – Count/Sum/Average/Min/Max. Total points of jobs with an accepted date between the From Date and To Date based on the points value set in the select service settings.
  • Calls made – Number of calls added by the user, but this metric only counts survey-related call logs (not other types like referrer, contact, or property). Count methods – Count/Sum.
  • Call time – Duration of call logs created by a user on survey records between the From Date and To Date. Duration calculated as the difference between Call End Time and Call Start Time in minutes. Count methods – Count/Sum.
• Referrer goals
  • Referral new leads – Leads/jobs created between from and to date selected, where the user is the account manager of the referrer assigned as the source. Count methods – Count/Sum (both will give the same value).
  • Referral payments – Value of payments received on non-cancelled surveys paid by customers where the payment date is between the from and to date and the job source is a referral partner that the user is the account manager for. Count methods – Count/Sum/Average/Min/Max.
  • Jobs completed – Number of jobs from referrers managed by that user with a completion date in the time frame. Count methods – Count/Sum.
  • Meetings booked – Number of meetings booked by that user based on the meeting creation date (not the meeting date). Includes tasks set as meetings on any record type. Count methods – Count/Sum.
  • Meetings completed – Number of meetings assigned to the user that are marked as completed. Based on the date that the meeting was marked as completed (not the meeting end date). Count methods – Count/Sum.
  • Calls made – Total calls logged as outbound by the account manager between the created from and to dates. Includes calls logged against referral partner records only. Count methods – Count/Sum.
  • Call time – Total call time for all calls logged against referral partners (inbound and outbound) created by the account manager between the from and to dates selected. Duration calculated as the difference between the call end time and start time, in minutes. Count methods – Count/Sum/Average/Min/Max.
  • Terms sent – Number of terms sent to referral partners by that account manager between the from and to dates (including terms that have been completed). Count methods – Count/Sum.
  • Terms received – Number of terms signed by referral partners by that account manager between the from and to dates. Count methods – Count/Sum.
  • New referrers – Number of new referral partner records created between the to and from dates selected that are assigned to the account manager.  
  • Active referrers – Total number of referrers created in the date range, assigned to that account manager, that have moved to Active. For example, if 10 new referrers are created in the date range and 6 of them have the active status, then 6 are considered converted. Count methods – Count/Sum.

Goal value: the target value you want users to reach

Calculation method:

• Sum – the added total of all values for the metric
• Average – the average of the value for the metric
• Min – the lowest value for the metric
• Max – the highest value for the metric
• Count – the total number of data entries for the metric

Timeframe

• Day
• Week
• Month

Ranking method:

• Higher is better – e.g. higher payments value is better
• Lower is better – e.g. lower conversion time is better

Active goal – tick to make it active. When inactive, it will not show in the performance stats generate report pop-up.

You can either edit a goal to make it inactive or delete a goal to remove it entirely.

Viewing a report

Press “Refresh” on the report to load it once it has finished processing (you will receive an email once processed).

The report will open and display all of the metrics that you selected to view. These can be filtered:

Table order / ranking – each table ranks users based on the metric selected in the dropdown for each section. You can select which metric you want to rank users by

Day/week/month filter – you can select if the report should show stats by day, week or month.

• When your report date range is up to a month, the report will give options to view the statistics by day, week or month.
• Once a report is over a month long you can view reports by week or month.

To view a specific day, week or month, select ‘week’ or ‘month’ from the dropdown, then select either a day (if day is set on the view), a week or your preferred month.

To see all data again, hover on the calendar icon in date selector filter and click the “x” that appears to remove the filter.

Goals

Daily goals will show data for up to a 1-month date range

Weekly goals will show data for up to a 6-month date range

Monthly goals will show data between a 1-month and 12-month date range

Top Referrers

This section at the bottom of the page shows you the top 5 groups, top 5 branches and top 5 contacts that have sent you referrals so that you can see who the main drivers of your referral leads are.

Export raw data

This will export the on page statistics to a spreadsheet. As you change the date and ranking formats, you can export these changes.

Colour coding

There are different colours used on the goals metrics to help show the level of success:

• Red – up to 79% of the goal has been achieved
• Amber – between 80-99% of the goal has been achieved
• Green – 100% or more of the goal has been achieved