LeadDesk lets you create groups for your agents (see this article). Sometimes it is useful to have a view on the performance of one of these groups, rather than individual agents.
To see today's performance for your groups, in your Admin account:
- Go to the Overview page.
- Go to the Agent groups subpage.
- Click the Office drop-down list to filter the results, if you have different offices for your agent groups.
The table shows a subset of the information on the Overview page for Agents, but collected by group. Note that the table only shows information about today's activity.
| Agent group | The name of the group. |
| Active agents | The number of agents in the group who are currently logged in and active. |
| Answered calls | The number of calls answered by this group - note that this includes calls offered to agents by Progressive or Preview outbound calling. |
| Finals | How many times the agents in this group have selected call ending reasons that finalised a contact. Finalised contacts are no longer active for automatic calling. |
| Total number of deals | The number of times the agents have selected the Deal call ending reason. |
| Success rate | Percentage of finalised calls that have the Deal call ending reason. |
To the far right of the table is the message icon . Click this to send a message to that agent group. For more on messages see this article.