Table of Contents

Supervising Sales Agents

Susan Swier Updated by Susan Swier

Business Goal: Supervise and manage sales agents on the respond.io platform.

Businesses need to monitor sales agent performance, assign tasks and prevent conflicts among agents.

Benefits of Using respond.io Features for Sales Agent Supervision

Sales agent supervision on the respond.io platform helps:

  • Improve productivity by monitoring agent performance.
  • Assign agents to follow up with leads.
  • Prevent lead stealing by restricting agents’ views.

Methods for Sales Agent Supervision

  1. Monitor sales agents’ performance and assign them follow-up tasks using the Dashboard and Notification Center.
  2. Limit agent views and prevent lead stealing using Advanced Restrictions.

Monitor sales agents’ performance and assign them follow-up tasks using the Dashboard and Notification Center

Use this method when you want to evaluate performance and assign tasks in the Platform.

Method Objectives

  • Monitor agents’ activity.
  • Assign follow-up tasks to agents.

How-to

Monitor agents’ activity
Tip: Learn more about the Dashboard here.

Use the Dashboard for daily supervision as it provides a summary of your agents’ activities and important key metrics across your Workspace on the platform. Managers can analyze sales activities and identify issues that require immediate attention.

screenshot of the main supervisor dashboard

For example, if you see a conversation with a lead has been open for too long, click on the Contact to open up the conversation in the Messages Module and investigate the issue.

Assign follow-up tasks to agents
Tip: Learn more about the Comments feature here.

When you notice that a conversation has been open for a long time, see if the agent forgot to close it or if the lead needs to be followed up with. Use the Comments feature to notify the assigned agent to resolve the issue.

screenshot highlighting how a manager can add a comment to a user

For example, if a lead showed some interest but hasn’t responded further, ask the agent to send them information about the latest promotion.

When an agent is tagged, they will be notified of the task in the Notification Center.

screenshot of the respond.io notification center

Limit agent views and prevent lead stealing using Advanced Restrictions

Use this method when you’re using auto-assignment and want to prevent agents from accessing other agents’ leads.

Method Objective

  • Keep agents from viewing leads who are not assigned to them.

How-to

Keep agents from viewing leads who are not assigned to them
Tip: Learn more about User Restrictions here.

You may want to keep sales agents from seeing other agents’ leads. Here’s how to do it:

Go to Settings and select Users > Find the agent’s name in the list and select the Edit button.

screenshot showing how to edit users in the respond.io platform

Go to the Advanced Restrictions menu > select the Restrict Contact Visibility option > then select user from the dropdown. This means the agent will only be able to see the Mine inbox in the Messages Module.

screenshot showing how to restrict agent views in respond.io

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