Performance
Track your team's roleplay performance — scores, trends, objections, and coaching opportunities
Performance
The Performance tab turns every graded roleplay into team-level insight: who's improving, who's slipping, which objections keep coming up, and where deals are being lost. This page explains what you'll see and how the numbers are calculated.
Who sees what
What the Performance tab shows depends on your role (see Roles & Permissions):
- Managers, Admins, and Owners see the team dashboard — every member's numbers, plus a drill-down report for each person.
- Members (Reps) see their own performance report only. Same insights, scoped to their own calls.
The team dashboard
At the top you'll find two headline cards:
- Top performer — the member with the highest average score in the selected period, with their score trend.
- Biggest drop — the member whose score declined the most over the period. If nobody declined, you'll see a team rollup for the period instead.
Below them, the Rep performance table lists every member of your workspace — including people who haven't practiced at all, so you can spot who isn't putting in reps.
| Column | What it means |
|---|---|
| Calls | Roleplay calls in the selected period |
| Score | Average score across the period's graded calls (0–100) |
| Wins | Calls where the AI judged the rep won a concrete commitment |
| Talk time | Total time spent on calls |
| Trend | Score change across the period — did they finish stronger than they started? |
| Score trend | A day-by-day sparkline of their average score |
You can search by name or email, filter by score band, trend direction, or call volume, and sort any numeric column. Click a row to open that member's full report.
The member report
Click any member (or open Performance as a Rep) to see the full picture for one person:
- Stat cards — calls, average score, talk time, and training minutes for the period.
- Performance overview — a daily chart of score or call volume. Days without graded calls show as gaps, not zeros.
- Top objections — the objections this rep hears most, with how many calls each appeared in. Click one to jump to the call.
- Key strengths — the skills the AI sees this rep demonstrate most consistently.
- Missed opportunities — specific moments where the rep could have created urgency, isolated an objection, or closed for commitment — each linked to the exact call, with what it cost.
- All calls — every call in the period, with status, duration, and score. Click through to the full call analysis.
How the numbers are calculated
- Scores come from your scorecards: every graded roleplay gets a 0–100 score against the scorecard used for that call. A call that hasn't been graded yet shows "—" and doesn't affect averages.
- Wins count calls where the AI's win/loss analysis concluded the rep secured a real commitment — a booked meeting, an agreed trial, a clear yes. Interest alone doesn't count.
- Trend compares the second half of your selected period against the first half. It needs at least one graded call in each half — otherwise it shows "—".
- Top objections and key strengths count the number of calls where something appeared, not raw mentions, so one long call can't dominate the list.
Choosing a date range
Use the date picker (top right) to switch between the last 7, 30, or 90 days, or pick a custom range. The default is the last 30 days. The range is part of the page URL, so you can bookmark or share a specific view with another manager.
FAQ
Why does a member show calls but no score? Their calls haven't been graded yet (still analyzing), or ended before there was enough conversation to grade.
Why is someone missing from the table? They aren't — the table always shows every workspace member. Members with no calls in the period show zeros.
Can reps see each other's reports? No. A rep who opens another member's report URL is redirected to their own view. Only Managers and above see the team.