Team Performance & Engagement
What this page is — who is handling the leads: activity volume per agent, and how loaded each queue is.
What it is for — spotting an overloaded queue or an agent with more leads than they can work.
The problem it solves — distributing work fairly, with numbers instead of impressions. Read it knowing that activity volume counts the application's own audit entries alongside real calls and meetings, so a data clean-up shows up as productivity.
Route: /org/analytics/lead?tab=teamperformance (also ?tab=performance)
Permission: Team Performance & Engagement
1. What it measures
| Panel | Reads |
|---|---|
| Team summary | Leads per owner, and their outcomes |
| Activity volume | lead_activities per agent |
| Queue load | Leads per queue |
This report can read queue information on its own permission, without also needing the lead-queue permission.
2. Activity volume counts system entries too
Changing a field on a lead adds a Lead Updated activity — "Grade changed from D to A". Those entries
share a table with logged calls, emails and meetings.
So an agent who bulk-edits records can show a high activity volume without having spoken to anybody, and a project that has been through a data clean-up shows a spike that reflects maintenance, not selling.
Read this alongside the lead timeline, where the two kinds of entry are visually distinguishable.
3. Only enabled agents appear
A user must be enabled on the Agents tab to own a lead, so only enabled agents have rows here. A user doing lead work without being an enabled agent — possible if leads are assigned to them by other means — will not appear.
4. The admin contract
| Needs | Or |
|---|---|
| Enabled agents | No rows |
| Leads with owners | No per-agent figures |
| Queues | No queue-load panel |
| Activities logged | Volume reads zero |
5. Don't confuse this with…
| This | Not this |
|---|---|
| Activity volume | Calls made — it includes system entries. Section 2 |
| Queue load | Queue configuration |
| This report | Timesheet analytics, a separate module with its own permissions |
6. Troubleshooting
| Symptom | Cause |
|---|---|
| Report empty | No enabled agents, or no owned leads |
| An agent's volume looks inflated | System edit entries counted. Section 2 |
| Someone doing the work is missing | They are not an enabled agent. Section 3 |
| Queue load empty | No queues, or none populated |
?tab=performance works too | It is aliased to teamperformance |