Agent Core Reports offer a comprehensive insight into agent activities, commissions, goal achievements, and performance metrics.
Note
While Core Reports offer commonly requested data, they are not customizable beyond their existing functionality.
Locating Core Agent Reports
Go to Reports → Agents
Select the desired report from the sub-menu
Image Displays Reports-Agent Menu and Sub-menu
Available Agent Reports
The table below lists the available agent reports, description, and how to run.
Note
Only one user can be pulled at a time.
Report | Description | How to Run |
|---|---|---|
Commission | Offers a detailed view of agent commissions for transactions. |
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Goals | Highlights how often agent goals were met. |
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Performance Summary Report | Provides a summarized overview of agent activities, including payments commissions, phone calls, and other communications. |
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Scorecard | Displays each agent with their payments and promises over the next 12 months. |
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Time on Account | Offers a detailed view of the time agents spend per account. Note: Report performance varies by company size. Please choose a date range accordingly, as a date range spanning only a single day provides the best performance. |
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Agent Goals
Agent goals are configured in the user profile. The reports data for Agent Goals is updated once a month by a job.
Time On Account Report
Dead Time is a metric within the Time on Account report that indicates periods when an agent is not actively working on any account, even if they appear to be engaged in related activities. Understanding Dead Time helps in accurately assessing agent productivity and identifying areas for improvement.
How Dead Time is Measured
Inactive Navigation: Accessing unrelated sections via the main menu pauses active time tracking and logs the duration as Dead Time until the agent returns to an account page.
Active Navigation: Staying within account-related menus keeps the time active, contributing to productive work on the account.
Factors Influencing Dead Time
Navigation Patterns
Frequent Switching: Regularly moving between unrelated sections increases Dead Time.
Menu Usage: Utilizing the main menu for non-account tasks triggers Dead Time.
Agent Workflow
Task Prioritization: Focusing on account-related tasks lowers Dead Time.
Training and Awareness: Educating agents on efficient system navigation helps manage Dead Time effectively.
External Interruptions
Meetings and Breaks: Scheduled interruptions can contribute to Dead Time.
System Downtime: Technical issues may inadvertently increase Dead Time.
Agent Report Permissions
The table below lists the permissions needed to view and run the associated reports. Refer to Finding Permissions and Permission Roles in ACE for additional details.
Menu Location | Permission(s) |
|---|---|
Agent → Commission | REPORT_SQL_VIEW REPORTS_AGENTS_COMMISSION |
Agent → Goals | REPORT_SQL_VIEW REPORTS_AGENTS_GOALS |
Agents → Performance Summary | REPORT_SQL_VIEW REPORTS_AGENTS_PERFORMANCE_SUMMARY |
Agents → Scorecard | REPORT_SQL_VIEW REPORTS_AGENTS_SCORECARD |
Agents → Time on Account | REPORT_SQL_VIEW REPORTS_AGENTS_TIME_ON_ACCOUNT |