Agent Leaderboard Overview: How to Track and Improve Agent Performance

Table of Contents

1. Why This Feature Matters

2. Step-by-Step Instructions

   1. Accessing Sierra Reporting

   2. Understanding Metrics

   3. Using Filters

   4. Refresh Frequency

3. Best Practices

4. Troubleshooting Common Issues

5. FAQs

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Summary

The Agent Leaderboard in your Sierra Interactive CRM helps you track and compare agent performance across your team. This reporting tool measures 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
• Create a culture of accountability and recognition

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

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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 Agent Leaderboard provides multiple ways to measure and compare agent performance.

Metric Cards (Top of Dashboard)

Each card shows results for the selected time range and compares them to the prior period:

• New Leads – Number of leads assigned in the current time range.

• Calls / Texts / Emails – Total volume of manual outreach activity.

• Appointments Set – Total number of appointments scheduled.

Charts

Two charts visualize your top-performing agents by outreach method:

• Top Callers – Five agents with the most manual outbound calls.

  

• Top Texters – Five agents with the most manual outbound texts.

Activity by Agent Table

This table summarizes each agent’s performance in detail for 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

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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

Make It Part of Your Team Rhythm

• Weekly: Spotlight the top three callers/texters during team meetings. Set small outreach challenges for the next week.
• Monthly: Review trends and improvement patterns. Use this for targeted one-on-one coaching.
• Quarterly: Connect outreach activity to closings and income—show agents the long-term payoff of consistent engagement.
  
  

Recognize and Motivate

• Public Praise: Celebrate leaderboard wins in team meetings or team chat.
• Spot Bonuses: Reward weekly leaders with small perks like gift cards.
• Agent of the Week: Offer special privileges (preferred lead routing, reserved parking, lunch with leadership).
• Milestone Badges: Recognize streaks (e.g., five+ appointments a week for a month).

👉 A leaderboard that is visible and regularly discussed is the one that drives results.

Use for Coaching and Accountability

• Pair Leaderboard insights with Smart Filters and Lead Accelerator to dive deeper into lead activity.
• Use metrics in one-on-one sessions to coach with facts, not feelings.
• Consistently show agents how daily effort (calls/texts) leads directly to signed contracts.

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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.

Q: Who can access this dashboard?
A: Typically, it is available to Primary Managers, Managers, and site admins. Check your settings or ask your admin to confirm.

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