Using the Rep Performance Dashboard

You’re the lucky manager who manages the Sales Team that uses Qualified. What makes you lucky? Because managing and coaching your team just got a whole lot easier. And every sales manager leading a Qualified Sales team gets the opportunity to time travel! 🚀

Okay that last part wasn’t true...but managing and coaching your team really DID just get a whole lot easier. Let me explain. 

Within Qualified, you’re able to navigate to the Analytics section (just beneath the home icon) and get an instant read on team performance.

HERE ARE SOME KEY THINGS YOU WANT TO KNOW ABOUT THE REP PERFORMANCE DASHBOARD ⬇️

First things first, it’s time bound. So set the dates to the time you’d like to see the data for. This is a great way to track the total number of pounces in a month from each of your reps.

GOOD TO KNOW FOR STAFFING 

Check out the widget “Sessions Routed for Pounce”

Use this dashboard tile to track how many visitors were routed to your sales reps. Click on a tile within the dashboard to see more details, including the exact visitor count within the hour. This data is incredibly important when thinking through how and when to make sure your reps are paying attention to Qualified. Psst: this will show in your time zone, not your rep’s timezone.

Next, take a look at “Sessions Inbound Chat Request”

This dashboard tile shows you the same type of data, except it will show you when website visitors come in and request chats.

‍GOOD TO KNOW FOR INBOUND REP METRICS 

To make sure reps are getting to all inbound chat requests within working hours, look at the widget “Sessions inbound chat request, reps available, but no rep joined chat”

This will tell you how many times someone came to your site and asked to speak to someone, a rep was available, but no one answered that chat request! We ideally want this number to be zero. If not, talk to your reps about reasons they aren’t jumping in and troubleshoot from there. 

GOOD TO KNOW FOR POUNCE REP METRICS

To see whether or not reps are pouncing, scroll all the way to the bottom to find the Rep Leaderboard.

Here’s where you can see the breakdown of conversations, rep by rep. You can see how often reps are pouncing and how many of those pounces result in a conversation. If you’re seeing the number of pounces is low, consider adding a metric for your team around pouncing. If you’re seeing the conversation % from those pounces is low (<5%), recommend your Sales Rep explore our resources for Pouncing such as Pouncing Fundamentals & Pounce Like a Pro.

‍Pro tip! Click into any of the numbers you see to see a list of those conversations to help you better coach your team.

To dive deeper into staffing strategies for Qualified, check out our Sales Manager best practice guide Staffing Qualified Conversations. For technical support, you can always reach out to help@qualified.com.