Where to start
If you are worried about response times — open the Response Time Heatmap before Agent KPIs. An average hides the thing that actually matters: a 40-minute average is usually a fine team with a coverage hole at a specific hour, not a slow team. The heatmap shows the hole; KPIs alone will not. If deals feel stuck — Sales Cycle Length, then Revenue per Stage. The first tells you it is slow, the second tells you where. If you are planning headcount — Ready Time against Agent Activity. Scheduled versus actual is the gap worth staffing to.Prerequisites for accurate numbers
Mark your win and lost stages
Mark your win and lost stages
Conversion rate, won value and sales-cycle length all depend on stages being flagged as
won or lost. Without that they report zero. See
Leads and pipeline.
Set up shifts
Set up shifts
Ready Time compares against an expected shift. With no shift there is nothing to compare
against. See Shifts.
Have agents set their presence
Have agents set their presence
Agent Activity and Ready Time are built from presence. An agent who never goes Ready
shows as absent even if they answered all day. See
Presence.