Overview

The Performance Leaderboard (/leaderboard) is a comprehensive agent ranking and analytics system that gamifies performance tracking across your organization. Here’s what it offers:

Core Functionality

Agent Rankings: Displays all agents in a sortable table with composite scores, conversion rates, CSAT ratings, talk time efficiency, revenue per hour, and objection handling scores. Agents are ranked with visual indicators (trophy icons for top 3) and eligibility badges.

Team Metrics Dashboard: Shows organization-wide KPIs including team conversion rates, average talk time, CSAT scores, revenue metrics, and objection handling performance with trend indicators.

Advanced Filtering: Filter agents by time periods (today, week, month, quarter), teams, campaigns, and search by name. Applied filters are displayed as removable tags for easy management.

Interactive Agent Profiles: Click any agent to open a detailed side drawer showing their complete performance breakdown, percentile rankings, recent call history, and coaching notes (for team leaders).

Key Features

Gamification Elements:

• Visual ranking system with trophy/medal icons for top performers

• Achievement badges displayed next to agent names

• Percentile rankings showing how agents compare to peers

• Color-coded performance indicators and progress bars

Team Leader Controls:

• Adjustable composite scoring weights (conversion rate, CSAT, objection handling, revenue, talk time)

• Goal line settings for performance targets

• Minimum threshold configurations for data reliability

• Coaching notes functionality for agent development

Data Export: One-click CSV export of leaderboard data with current filters applied.

Responsive Design: Fully responsive interface that works across desktop and mobile devices with collapsible navigation and adaptive layouts.

The leaderboard transforms raw performance data into an engaging, competitive environment that motivates agents while providing managers with powerful tools for team oversight and development.