Summary
Agent Accountability Automations (AAA) and the Agent Leaderboard are built to work as a pair, not as two separate features. Automations catch problems the moment they happen: an uncontacted lead, an overdue task, a lead that replied and never heard back. The Leaderboard shows you the pattern behind those problems, so you can see whose outreach is slipping before it costs you a closing.
This article explains how to use the two tools together. For full setup instructions on either one, use the dedicated articles linked throughout.
Table of Contents
Why This Matters
Without clear alerts or visibility, leads slip through the cracks and small follow-up gaps turn into missed opportunities. Automations act like a check engine light for your CRM, flagging problems like uncontacted leads or overdue tasks as soon as the trigger condition is met. The Leaderboard is your performance dashboard, showing who is calling, texting, and keeping up with their pipeline.
For example, a team leader might rely on an automation to flag a new lead that's sat untouched for three days. The same leader can then check the Leaderboard to see if that agent's call volume has been trending down all month, which explains the slow start before it becomes a lost deal.
Together, these tools help you:
- Stop lead leakage before it costs you revenue
- Identify agents who need extra coaching or time-blocking help
- Recognize top performers and replicate what's working
- Build a consistent, high-converting follow-up process that scales
Automations vs. Leaderboard: What Each One Is For
| Agent Accountability Automations | Agent Leaderboard | |
|---|---|---|
| What it does | Flags individual problems as they happen | Shows outreach trends across your team |
| When it updates | As soon as a trigger condition is met | Every 24–48 hours, not in real time |
| What it tracks | Rule-based triggers you configure (no contact in X days, overdue task, etc.) | Manual activity only — calls, texts, emails, and appointments booked through Google Calendar. Automated actions like drip campaigns and Action Plans don't appear here |
| Best used for | Catching what's broken right now | Spotting who needs coaching before it becomes a pattern |
⚠️ Because the Leaderboard refreshes on a delay, don't use it to judge whether today's automations fired correctly. Use automations for real-time problems and the Leaderboard for the trend behind them.
Set Up an Automation
If you're not already using AAA, start with Creating Your First Sierra Automation (Simple Step-by-Step) to build your first one from scratch. Only Primary Managers and Managers can create and manage Automations in the Client Admin Area (CAA); agents can't create account-level automations.
Once you're comfortable with the basics, Agent Accountability Automation Scenarios for Team Managers has five ready-to-use setups, including reassigning a lead with no initial call and flagging high-intent listing activity with no follow-up. Not sure whether you need automations at all yet? What Are 5 Red Flags That Show You Need Agent Accountability Automations walks through the signs.
Use the Agent Leaderboard to Track Trends
Go to the Reporting tab, then Sierra Manager Reporting, then the Agent Leaderboard tab. Set your date range and filter by team, lead source, or tag to see trends, for example whether Facebook leads are getting more consistent follow-up than other sources.
At a glance, the Leaderboard shows new leads assigned, calls/texts/emails sent, appointments set, and a full activity-by-agent breakdown. For the complete metric definitions, filter options, and how to read the dashboard, see Tracking Agent Performance with the Agent Leaderboard.
Two things worth knowing before you rely on it for coaching:
- Only manual outreach counts. Automated actions like drip campaigns don't show up in these numbers, so an agent relying heavily on automation won't look inactive, but they also won't get credit for manual effort they didn't make.
- Appointments only appear if they were booked through the Google Calendar integration. If your team hasn't connected their calendars, see Sync Your Google Calendar first, or appointment data will look empty even for agents who are actually booking meetings.
Combine Both Tools for Maximum Impact
- Use AAA to fix what's broken. Automations catch overdue tasks and no-contact leads in real time.
- Use the Leaderboard to spot trends. If an agent's outreach starts slipping, you can address it before it affects your pipeline.
- Read them on different clocks. Check automations daily as issues surface. Check the Leaderboard weekly or monthly, since the data itself only refreshes every 24–48 hours.
Best Practices
- Start reactive, then get proactive. Let automations clean up urgent issues, then use the Leaderboard to improve long-term habits.
- Set clear expectations. Tell your team how these metrics tie to coaching conversations and recognition.
- Coach without micromanaging. Automations handle the reminders, so you can spend your time on the conversation, not the chasing.
- Make it a routine. Review the Leaderboard in weekly meetings, then revisit monthly or quarterly to tie outreach to closed deals.
Troubleshooting Common Issues
| Issue | What to Check |
|---|---|
| AAA tasks feel overwhelming to agents | Focus on high-impact triggers and limit low-value alerts |
| Not sure how to act on Leaderboard data | Filter by lead type or source to pinpoint where coaching is needed |
| Your team is ignoring these tools | Build automations into daily workflow and review the Leaderboard in regular meetings so it becomes part of the culture |
FAQs
-
Do I really need both AAA and the Leaderboard?
They work best together. Automations alert you to problems in real time, while the Leaderboard gives you the coaching data to prevent those problems from recurring. -
Can I export Leaderboard data?
Yes. Leaderboard data can be exported from the reporting dashboard to bring into team meetings or track long-term trends. -
How often does Leaderboard data update?
Every 24–48 hours. It's not a real-time view, so check the "Data Last Updated" field before sharing numbers with your team. -
Who can use these tools?
Both are available to Primary Managers and Managers.