Salesperson Action Report

Salesperson Action Report provides an insight into the salesperson's performance.

The sales managers can use this report to measure the productivity of a salesperson by tracking and analysing their salesperson activities taken for the leads within the selected date range. This is a static report in which the data of the report will not change over the time period.

Content of the article:

I. Breakdown options

II. SAP report elements

a) Lead routing

b) Other lead movement

c) Actions

d) Statistics

e) Report example

 

I. Breakdown options

This report can be broken down by;

Date

• Today
• Yesterday
• This week
• Last week
• This month
• Last month
• Custom range

Project

• All projects
• (No project grouping) - all projects not within a group
• Project groups
• Individual projects

Breakdown by

• No further grouping
• Project

 

II. SAP report elements

Lead Routing

→ Routed: The lead is routed to the salesperson phone as an incoming lead.

→ Accepted: The salesperson accepted the incoming lead.

→ Declined: The salesperson rejected the incoming lead.

→ Timed out: The lead was routed to the salesperson but they did not accept the lead within 25 seconds.

→ Error: The lead was routed to the salesperson but the salesperson phone did not receive the incoming lead due to various reason such as connection issues.

 

Other Leads Movements

→ Claimed: The total unassigned leads which claimed by the salesperson.

→ Assigned (by self or others):Total leads created, copied, and transferred by manager or salesperson which has been assigned to a respective salesperson.

→ Transferred out (by self or others): The total leads that were,

• transferred by the manager to another salesperson or back to the unassigned queue
• transferred by the salesperson who owns the lead to another salesperson

→ Archived: Total leads of the salesperson that were archived by managers on the manager portal.

→ Deleted: Total leads of the salesperson that were deleted by managers on the manager portal

 

Actions

→ Calls: Total calls made by the salesperson to the lead.

→ SMSes (excluding automated SMS):  Total SMSes sent to the leads by the salesperson and this excludes automated SMS.

→ Event tags: Total event tags used by a salesperson.

→ Other action: Total other action done by a salesperson.

 

Statistics

→ Leads attended: The number of new, existing, won and dropped leads attended by the salesperson through incoming call, outgoing call, SMS, action tag, and meetup tag. Each lead attended is a unique count.

Example - if the salesperson performed an action to Lead A which is an existing lead, it would count as 1 lead attended although numerous action has been taken including calling or sending SMSes the lead twice or used more than 1 action or event tags for the respective lead within the selected date range.

→ Copied from other leads: Total leads of the salesperson which are copies of leads from other projects.

→ Available rate: The total number of hours that a salesperson was available or available-engaged calculated by total duration when a salesperson app status is in available or available-engaged status divided by total routing duration within the selected date range.

Example - if the salesperson was available for 4 hours within 1 day of 8 routing hours.
The available rate is 4/8 x 100 = 50%.

→ Total hours available: The total number of hour of a salesperson in available or available-engaged derived through total duration when the salesperson app status is available or available-engaged" status in the selected time range.

→ Lead acceptance rate: Total lead accepted by a salesperson. It is calculated by total accepted lead by a salesperson divided by total routed lead within the selected date range.

Example - if a salesperson accepted 5 leads out of the 100 leads routed within a date range.
The lead acceptance rate is 5/100 x 100 = 5%.

→ Average first action: The duration from lead assignment to the first call, SMS, Meetup, or Other action by the salesperson. It is calculated based on total first action time divide by the total number of leads attended within the date range.

Example: if a salesperson acted on 3 leads (lead A, B and C) with a duration of each;
- lead A: 3 minutes
- lead B: 1 minute
- lead C: 5 minutes
The average first action will be (3+1+5)/3 = 5.67 minutes.

→ Average number of calls per lead: The average number of calls salesperson made to a lead which can be calculated by total calls by a salesperson to all leads divided by total leads attended by a salesperson within the selected date range.

Example: if a salesperson called 3 leads (lead E, F and G) each with;
- lead E: 5 calls
- lead F: 10 calls
- lead G: 4 calls
The average number of calls will be (5+1+4)/3 = 6.33 calls.

→ Average call duration: The average call duration made by a salesperson to the lead which can be derived from total incoming and outgoing call duration between the salesperson and lead divided by total calls made within the selected date range.

Example: if a salesperson calls 3 leads (lead J, K and L) where;
- lead J was called 2 times with 15 minutes and 25 minutes each
- lead K was called once with 10 minutes
- lead L was called 3 times with 10 minutes, 20 minutes and 30 minutes each
The average call duration will be: (15+25+10+10+20+30)/(2+1+3) = 110/6 = 18.33 minutes.

→ Average number of SMSes per lead: The average total of SMSes that a salesperson sent to a lead which can be computed by total SMS sent and received by salesperson divided by total attended leads within the selected date range.

Example: if salesperson received SMS for 3 leads (M, N, O) with each;
- lead M: 3 SMS
- lead N: 15 SMS
- lead O: 6 SMS
The average number of SMS per lead: (3+15+6)/3 = 8 SMSes.

→ Win rate: The % of won leads by a salesperson out of all of their leads. It is calculated by total leads won by salesperson divided by total leads attended by a salesperson within the selected date range.

Example: if a salesperson won 10 leads out of 100 attended leads.
The win rate is 10/100 x 100 = 10%.

→ Average conversion time: The process from a lead has been accepted until it is updated as won which is calculated by total time from lead acceptance to win divided by total won leads in hours.

Example: if a salesperson won 2 leads (lead Y and Z) which took;
- lead Y: 6 days
- lead Z: 4 days
The average conversion time will be 24 hours x (6+4) = 240/2 = 120 hours.

→ Drop rate: The % of dropped leads by a salesperson out of all of their leads. The calculation will be total leads dropped by salesperson divided by total leads accepted or assigned to a salesperson within the selected date range.

Example: if a salesperson dropped 10 leads out of 100 accepted or assigned leads
The drop rate is 10/100 x 100 = 10%.

Report Example

If 1 lead has been routed and accepted by a salesperson A on 2020-08-31 and the salesperson has only called the lead on the next day, 2020-09-01, the breakdown of report generated for each day is as below:-

➤ Report generated on 2020-08-31 for salesperson A:

➛ Lead routing - 
Routed: 1 
Accepted: 1

➛ Other lead movements: 0

➛ Actions: 0

➤ Report generated on 2020-09-01 for salesperson A:

➛ Lead routing - 
Routed: 0
Accepted: 0

➛ Other lead movements: 0

➛ Actions: 
Calls: 1

➤ Report generated for both 2020-08-31 and 2020-09-01 for salesperson A:

➛ Lead routing - 
Routed: 1
Accepted: 1

➛ Other lead movements: 0

➛ Actions: 
Calls: 1