Tracking Agent Performance with the Agent Leaderboard

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

Summary

The Agent Leaderboard is a reporting dashboard in Sierra CRM that tracks and compares agent activity across your team. It measures manual outreach (calls, texts, emails), lead assignments, and appointments so you can identify top performers, spot gaps, and coach with data.

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.

Step-by-Step Instructions

1. Accessing Sierra Reporting

1. Log into your Sierra CRM.

2. Click on Reporting in the navigation bar.

3. Select Sierra Reporting from the report options.

   

4. Select the Agent Leaderboard tab

2. Understanding Metrics

The Agent Leaderboard has three types of data displays: metric cards, charts, and the activity table. 

Metric Cards

Displayed at the top of the dashboard. Each card shows totals for the selected time range and compares them to the prior period:

• New Leads — Leads assigned during the selected time range
• Calls / Texts / Emails — Total volume of manual outreach activity
• Appointments Set — Total appointments scheduled via Google Calendar

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:

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3. Using Filters

Quick Filters

Available directly on the dashboard:

• • Agent — Filter to a single agent (single select)
  • Lead Source — Filter by lead origin (single select)
  • Time Frame — Apply a preset date range (e.g., Today, This Week)

• When active, a filter icon appears on the report cards.

Detailed Filters (Controls Panel)

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

   

2. Click Add Filter to select custom filter fields.

   

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

4. Refresh Frequency

Agent Leaderboard data refreshes every 24–48 hours, it does not display in real time.

Two fields at the top of the dashboard help you understand the state of the data:

• Data Last Updated (top-left) — Shows when the data was last refreshed (e.g., "8 hours ago")
• Date Range (top-right) — Shows the time period the data covers (e.g., "Previous Month")

Always check these fields before reviewing results or sharing data with your team.

📸 See screenshot below for visual reference:

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Best Practices

• Build leaderboard review into your team cadence. Weekly check-ins on top callers and texters keep agents accountable and give you a consistent coaching touchpoint.
• Use the data in one-on-ones. Leaderboard metrics let you coach with specifics rather than general impressions.
• Pair with Smart Filters and Lead Accelerator to go deeper on lead activity alongside outreach volume. See Smart Filters and Lead Accelerator Smart Filters.
• Connect outreach to outcomes. Showing agents how call and text volume correlates to appointments and closings reinforces the behavior you want to see.

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Troubleshooting Common Issues

• “My leaderboard looks outdated.” → Check the Data Last Updated field in the top-left corner. Data refreshes every 24–48 hours and will not reflect activity made in the last day or two. 
• “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.

FAQs

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

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

• Do automated emails or texts appear here?
  No. Only manual outreach is tracked. Automated activity from drip campaigns and Action Plans is excluded.

• What if an agent schedules appointments outside of Google Calendar?
  Those appointments won't appear in the leaderboard. Only appointments created through the Google Calendar integration are tracked.

• Who can access this dashboard?
  It is available to Primary Managers and Managers.

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