How to Use Agent Leaderboard in Sierra Reporting

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

Step-by-Step Instructions

Accessing Sierra Reporting

Log into your Sierra CRM.
Click on Reporting in the navigation bar.
Select Agent Leaderboard from the report options.

Using Filters

Quick Filters

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

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.

Available Filters:

Agent: View results by one specific agent (single select)
Lead Source: Filter the report by where the lead originated (single select)

Understanding Metrics Cards

Each card compares current results with the prior period.

New Leads: Number of leads assigned in the current time range
Calls: Total manual calls (inbound and outbound)
Texts: Total manual text messages sent/received
Emails: Count of manually sent or received emails

Example Metrics Cards:

Analyzing Top Agents

Two charts 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

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

Best Practices

Use Quick Filters for daily check-ins and team huddles
Set up recurring monthly reviews using detailed filters
Encourage agents to log manual activity consistently
Compare charts and table data to recognize trends or gaps

Troubleshooting Common Issues

Issue: “My agent’s activity isn’t showing.”

Fix: Only manual actions appear in the report. Automated activities like drip campaigns are not tracked.

Issue: “I applied filters but the data looks wrong.”

Fix: Clear all filters and reapply one at a time to isolate the issue.

FAQs

Q: Do automated emails or texts appear here?

A: The data on the Agent Leaderboard refreshes automatically every 24 to 48 hours. This means that recent activity, such as new leads, calls made, or tasks completed, may not appear immediately. We recommend checking the "Data Last Updated" field at the top left of the Leaderboard dashboard to see when the last refresh occurred. This helps ensure you're interpreting performance data within the correct time frame.

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: Can I view past months or custom ranges?

A: Yes, use the detailed filters to set any custom date range.