What you can see
Engagement volume
How many contacts each agent is actively working and how many conversations it has started.
Qualification & conversion
The share of conversations that reach key outcomes — qualified, quoted, sold.
Responsiveness
How quickly and how often the agent is engaging contacts.
Outcomes mix
The breakdown of how conversations end — from interested to not interested to opted out.
Using metrics to improve
1
Spot the drop-off
If qualification is high but conversion is low, the issue is likely the handoff — check your transfer hours and rep availability.
2
Tune the persona
Low engagement or early opt-outs can signal tone problems — revisit persona and instructions and test.
3
Compare sources
Pair agent metrics with marketing source attribution to see which vendors send leads that actually convert.
Outcomes shown here are the same ones delivered to your reporting and integrations, so the numbers reconcile with your downstream systems.