Agent Leaderboard Overview: How to Track and Improve Agent Performance

Summary

The Agent Leaderboard in Sierra helps you track and compare agent performance across your team. This reporting tool highlights productivity, lead engagement, and conversion results so you can identify top performers, spot trends, and coach where needed.

Why This Feature Matters

The Agent Leaderboard helps teams:

• Monitor agent performance on key engagement metrics
• Identify top agents by calls, texts, and emails
• Track scheduled appointments and lead assignments
• Coach underperforming agents based on real-time data

By reviewing leaderboard data, you can quickly see which agents are driving appointments, closings, and conversions—and which may need coaching or support.

Step-by-Step Instructions

1. Accessing Sierra Reporting

• Log into your Sierra CRM.

• Click on Reporting in the navigation bar.

• Select Sierra Reporting from the report options.

2. Understanding Metrics

The leaderboard tracks key metrics in each card such as:

• • New Leads – Number of leads assigned in the current time range
  • Calls / Texts / Emails – Volume of outreach activity.
  • Appointments Set – Total appointments scheduled.
    

Each card compares current results with the prior period.

There are also two charts which visualize high-performing agents by communication method:

• Top Callers: 5 agents with the most manual calls

  

• Top Texters: 5 agents with the most manual texts

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Reviewing the Activity by Agent Table

This table summarizes agent performance during the selected period.

Column	Description
Agent	Full name of the user (includes users with assigned leads)
All Leads	Leads assigned during the selected period
Emails	Count of manual emails sent
Total Inbound Calls	Manual inbound calls received
Total Outbound Calls	Manual outbound calls made
Total Inbound Texts	Manual texts received
Total Outbound Texts	Manual texts sent
Avg Call Duration	Average call time (seconds)
Avg Inbound Call Duration	Average time of inbound calls
Avg Outbound Call Duration	Average time of outbound calls
Buyer Appointments	Buyer appointments made via Google Calendar
Listing Appointments	Listing appointments via Google Calendar
Other Appointments	Other appointments via Google Calendar

3. Using Filters

Quick Filters

• Agent: View results by one specific agent (single select)

• Lead Source: Filter the report by where the lead originated (single select)

• Quickly apply default time frames (e.g., Today, This Week).
  
  
• When active, a filter icon appears on the report cards.

Detailed Filters (Controls Panel)

• Click the Controls icon in the top-right corner of the report.

  

• Click Add Filter to select custom filter fields.

  

• Filters are grouped by type. Options adjust based on the field selected.

4. Refresh Frequency

Agent Leaderboard data refreshes every 24–48 hours.

Once inside the Agent Leaderboard dashboard:

• Find the “Data Last Updated” field
  
  • Located in the top-left corner of the dashboard.
  • Shows how recently the data was refreshed (e.g., “8 hours ago”).

• Find the “Date Range” field
  
  • Located in the top-right corner of the dashboard.
  • Displays the time period the data covers (e.g., “Previous Month”).

📸 See screenshot below for visual reference:

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Best Practices

• Review the data on a weekly or monthly cadence with your agents and ISAs to provide coaching, identify performance trends, and recognize top contributors. Consistent check-ins help turn insights into action.
• Always check the Data Last Updated timestamp before concluding recent activity.
• Use the leaderboard as part of one-on-one coaching sessions.
• Combine leaderboard insights with Smart Filters and Lead Accelerator to dive deeper into lead activity.

 

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Troubleshooting Common Issues

• “My leaderboard looks outdated.” → Check the last updated timestamp before reviewing results.
• “My agent’s activity isn’t showing” → Only manual actions appear in the report. Automated activities like drip campaigns are not tracked.
• “I applied filters but the data looks wrong.” → Clear all filters and reapply one at a time to isolate the issue.

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FAQs

Q: Can I export leaderboard data?
A: Yes, leaderboard data can be exported from the reporting dashboard.

Q: How far back does leaderboard data go?
A: Data is available from the point your Sierra account was created and will display based on your selected reporting timeframe.

Q: Do automated emails or texts appear here?
A: No, only manual activity is included.

Q: What if an agent schedules appointments outside of Google Calendar?
A: Appointments will only appear if they’re created via the Google Calendar integration.