The CSR performance report shows how each person on the phones is doing: how many calls they took and made, how many were real job opportunities, how many they booked, and what those booked jobs were invoiced for.
Open it from Reports → Team & jobs → CSR performance. Owners and admins can see it, and custom roles that have been given this report.
Pick a date range
Choose Today, This Week, This Month, This Quarter, This Year, Last Year or Custom. Calls are counted on the day they happened, in your company's time zone.
The tiles
| Tile | What it shows |
|---|---|
| Value booked | Invoiced from calls: the invoiced total of the jobs booked on calls in this range, and how many answered calls they came from. |
| Booking conversion | Booked calls divided by valid leads, for the whole team, the AI receptionist and forwarded calls together. |
| Calls | Every call in the range, split into calls in and calls out. |
| New callers | Calls from numbers with no customer on file when the phone rang, against callers you already knew. |
Under the tiles, the report says how many inbound calls nobody answered (no teammate, AI receptionist or forwarded number picked up), or Every inbound call in this range was answered by the team, the AI receptionist or a forwarded number.
By CSR
One row per person, most booked first.
| Column | How it's worked out |
|---|---|
| In | Inbound calls this person answered. When two people picked up the same call, it counts once, for the one who answered first. |
| Out | Outbound calls this person placed. |
| Answered | Conversations: calls in, plus calls out that connected. |
| Valid | Calls whose outcome counts as a valid lead. |
| Booked | Calls whose outcome counts as booked. |
| Conversion | Booked ÷ valid. Blank when there are no valid leads. |
| New / existing | Calls from new callers against callers already on file. |
| Jobs | Jobs booked on this person's calls. |
| Value booked | What those jobs were invoiced for. |
The AI receptionist and calls forwarded to an outside number have their own rows. They count in the Total row, but never in a CSR's conversion.
What counts as a valid lead or a booking
That's up to you. Each call outcome has a Valid lead switch and a Booked switch, and the report counts calls by the outcome logged in the wrap-up. Set them in Settings → Phone → Scripts & outcomes. See Setting up call outcomes.
A call with no outcome logged counts in Calls and Answered, but not as a valid lead or a booking.
How a call gets credit for a job
A job is linked to a call when it's booked from that call: Schedule job on the call panel, in the call wrap-up, or on the incoming call card. Then:
- The job counts if it was created within 90 days of the call.
- Value booked is the job's invoiced total. Draft and voided invoices never count, so the value grows as jobs are invoiced.
- A job booked from two calls is credited once, to the earlier call.
Jobs booked from the regular New job form, without a call, don't count here.
New and existing callers
Run a Call notes whether the caller was already a customer at the moment the phone rang. A new caller you add as a customer during the call still counts as new.
Export
Export CSV downloads the per-CSR table with its totals for the range you picked, plus the count of inbound calls nobody answered.