How do I use the Insights leaderboard?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Insights |
| Enables the Insights report and leaderboard |
Required Permissions:
Insights (
reporting.insights) — to access the Insights leaderboard and agent profilesView agent results, 121s & feedback (
reporting.agent.data.access) — needed alongside Insights to view agent-level data
Introduction
The Insights leaderboard is a ranked view of agent performance. It's useful for spotting top performers, recognising improvement, and identifying agents who might need extra support.
This guide walks through opening the leaderboard, switching views, applying filters, and drilling into individual agents.
Step 1: Open Insights
Go to Reporting > Insights. The leaderboard loads as the default view.
Step 2: Choose Your View
Use the view dropdown in the top-right to switch between:
Agent view — individual agents ranked within their team or group (default)
Team view — team-level aggregated performance, useful for comparing departments
Custom reporting view — only available if your account has custom reporting groups configured
Step 3: Pick the Time Period
Use the interval selector to choose how the leaderboard groups time:
Weekly
Monthly
Quarterly (default)
Half-Yearly
Annually
Then use the previous and next arrows in the period navigator to move backwards and forwards through periods.
Step 4: Choose How to Rank
The Rank by option offers two modes:
Performance — highest to lowest scoring agents
Improvement date — most improved to least improved compared with the previous period
Use Performance to spot top performers. Use Improvement date to recognise progress and effort.
Step 5: Apply Filters
Click Filters to refine the leaderboard. You can filter by:
Date field (Published date or Contact date)
Scorecards
Evaluation modes
Contact channels
Contact types
Whether to include inactive agents
Click Run Report to apply.
Step 6: Read the Leaderboard
Each row shows:
Change indicator — an arrow showing movement since the previous period (green up, red down, neutral)
Rank — current position
Trophy — gold, silver, or bronze for the top three positions
Agent name — clickable to open their profile
Current team — the team they sit in
Evaluation count — the number of evaluations the ranking is based on
Step 7: Drill Into an Agent
Click any agent name to open their profile. You'll see:
Detailed performance metrics
Strengths and development areas
Historical performance trends
Options to organise a 1-to-1 (if the feature is enabled) or send feedback
Some entries aren't clickable — for example, agents outside your reporting hierarchy or users who no longer have the agent role. Hover the name to see why.
Evaluation Threshold
The leaderboard only ranks agents with a minimum number of evaluations in the period. This stops agents with one or two evaluations from being ranked unfairly.
You'll see a note below the page heading like "Currently filtering out agents with evaluation counts lower than 5".
To change the threshold, click the (edit) link or go to Settings > Report settings > Insights and update the Evaluation threshold value.
Set a lower threshold for new programmes where you don't have much data yet
Set a higher threshold for mature programmes where you want more reliable rankings
Tips for Coaching and Recognition
Review the leaderboard at a consistent interval — weekly works well
Use the Improvement ranking to celebrate agents making progress, not just the same top performers each time
Switch to Team view to compare departments before drilling into individuals
Use filters to focus on a single scorecard or channel when running coaching sessions
Troubleshooting
No Data Is Showing
Check that evaluations exist in the selected period and that your filters aren't too restrictive. Also confirm enough agents meet the evaluation threshold.
Rankings Don't Look Right
Allow time for data processing after evaluations are published. Try refreshing the page.
Agents Are Missing
They may be below the evaluation threshold, inactive, or have no evaluations in the period. Toggle "Include inactive agents" if relevant.