How to use the Agent Inbound Conversion report
Use the Agent Inbound Conversion report to run regular coaching reviews: set filters for the right scope, scan agent performance, and export detail when you need an offline packet.
Before you start
Before you use the Agent Inbound Conversion report:
Confirm you can open Agent Inbound Conversion from Reports (see How to access the Agent Inbound Conversion report)
Know the date range, store, team, or agent you want to review
Have a Manager or Admin role (or another role with Reports access)
Steps
Follow these steps to use the Agent Inbound Conversion report:
Go to Reports and open Agent Inbound Conversion.
Set Date Range to the period you are coaching (for example last week or month-to-date).
Optionally filter by Organization / Store, Team, or Agent so tiles and the table match the scope you care about.
Review summary tiles at the top — start with IB Presented Calls, IB Handled, IB Handled %, IB New Leads, IB Appts Set, and IB Appt %.
Use the Inbound Calls to Appointment Conversion trend chart and Agent Leaderboard (when present) to spot changes over time or compare agents.
Scroll to the Agent Performance Overview table for full agent-level metrics, including return-call and email/SMS appointment columns.
Download the table to CSV when the download control is available for one-on-ones or leadership packets.
Tips
For a weekly inbound coaching huddle, filter last week, sort or scan the agent table, and focus on handled rate, appointment rate, and show rate.
To compare stores, run the same date range with one Organization / Store filter, then switch stores and compare IB Appt % and IB Show %.
To check return-call follow-through, review OB Return Call Contacts and OB Return Call Appts alongside live inbound phone metrics.
To check lead-to-appointment health, compare IB New Leads, IB Total Appts, and IB Appointment/Lead %.
What success looks like
When you use the Agent Inbound Conversion report successfully, changing a filter updates summary tiles, charts, and the agent table together. If numbers do not change when you adjust filters, refresh the dashboard or confirm you selected a valid date range and scope. If a column you expect is missing, check the live dashboard layout — some tiles, charts, or export controls may differ from early design notes.
Common questions
Can I filter the Agent Inbound Conversion report by date, store, team, and agent?
Yes — the Agent Inbound Conversion report supports Date Range, Organization / Store, Team, and Agent filters, and visible metrics should update when those filters change.
Can I export the agent table from the Agent Inbound Conversion report?
The report is designed to include CSV download on the Agent Performance Overview table. Confirm the download control is present on your live dashboard before relying on export for a meeting.
What are return calls on this report?
Return calls on the Agent Inbound Conversion report are outbound dials made on an inbound campaign — for example, calling back a missed or callback opportunity. OB Return Call Contacts and OB Return Call Appts show whether those follow-up dials reach customers and convert to appointments.
Related articles
Getting started with the Agent Inbound Conversion report
How to access the Agent Inbound Conversion report
How to read the Agent Inbound Conversion report
Troubleshooting the Agent Inbound Conversion report