Lesson 8 of 8 · for the owner or a manager
Team and reports: who can open what, and who is really calling
Two apps for the person who runs the floor. Team decides who logs in and what they open. Reports shows what those logins did with the leads you paid for.
After this lesson you can
- Choose which apps each person opens.
- Reset a password, and switch off a login the day someone leaves.
- Read the leaderboard and the speed to first call.
- Give a call marks out of 5 and share the day’s summary.
Step by step
Team and Reports are never given to a caller. Accounts open very soon. The steps below are the screens as they are built today.
- Open TeamThe People table has a row for each login: Person, Apps they can open, Leads they see, Login and Last active. Login reads On, Off or Waiting.
- Choose their appsPress Apps on a row and tick what that person can open. For a caller the list leaves out Team, Settings and Reports.
- Reset or switch offReset password logs the person out everywhere and gives you a one-time password. Switch off logs them out at once. Their leads and open follow-ups move to you.
- Read the change logIn the Team menu open Change log. Nobody can edit or delete it, the owner included.
- Open ReportsThe menu has Last 7 days, Today and Last 30 days, and the From and To boxes take any dates. Four numbers on top: Calls, New leads, Won and Fees collected.
- Check speed to first callThe card Speed to first call shows Half were called within, Called within 15 min, and Never called, for leads that came in during those days.
- Read the leaderboardOne row for each caller: Calls, Connected, Talk time, First and last call, Won, Fees, Marks, Incentive and Late follow-ups. Download leaderboard saves it as a file for Excel. Below it, Where leads came from counts leads, called and won for each source.
- Mark calls and share the dayIn the Calls app a manager presses Mark on a call and gives Marks out of 5 with a line on what was good or missing. In Reports, Share today’s summary opens WhatsApp with the day’s numbers filled in. You pick who gets it and press send.
TeamDisha Career Academy
5 loginsKS
Kavita ShahOwner · every app
NJ
Nikhil JoshiManager · all apps except Settings
PR
Pooja RanaCaller · own leads only
FS
Farhan ShaikhCaller · own leads only
RD
Riya DesaiCaller · own leads only
New leads shared in turn: OnHide full phone number from callers: Off
Leaderboard · this week512 calls
1
PR
Pooja Rana198 calls₹1,31,0002
FS
Farhan Shaikh173 calls₹92,5003
RD
Riya Desai141 calls₹61,000First call 9:42 am · last call 6:10 pmLate follow-ups: 14
CallsToday · all callers
64 callsHarsh Vaghela5:42 pm · Pooja Rana · 3 min 12 s
Connected
Read from phoneMitali Parmar5:20 pm · Pooja Rana · 0 s
No answer
Read from phoneYash Bhatt4:58 pm · Riya Desai · 1 min 40 s
Connected
Read from phoneRohit Chauhan4:31 pm · Farhan Shaikh · 2 min 05 s
Connected
Typed inA manager can give any call marks out of 5Downloads to Excel
Screens shown with the demo company, Disha Career Academy in Surat.
Good habits and common mistakes
Good habits
- Read Talk time and First and last call beside Calls. A high call count alone says little.
- Mark two or three calls for each caller every week. The average shows on the leaderboard.
- Set Targets and incentive in Settings, under Scripts and targets, so callers see their own progress.
Common mistakes
- Leaving a login on after someone has quit. Switch it off the same day.
- Making everyone a manager. A manager sees every lead and can download them.
- Expecting the summary to go out by itself every evening. It opens WhatsApp. A person presses send.
- Judging a lead source by the number of leads. The Won column is the one that matters.
Asked about this lesson
What does Waiting mean beside a login?
The person has a one-time password and has not set their own yet.
Can a caller see the leaderboard?
Reports is not given to callers. On the phone app the Me tab shows their own calls, talk time, won leads and progress on the targets.
How do I know a call was real?
In the Calls app each call says Read from phone or Typed in. More on the call tracking page.
Can a manager switch off the owner’s login?
No. The owner login cannot be switched off, and nobody can switch off their own login.