Custom Report Real Time Leaderboard

✅ SUMMARY:
This training walks you through how to set up and display a real-time leaderboard in your PhoneBurner admin account to boost team engagement, encourage friendly competition, and provide live visibility into team performance. You’ll learn how to create a custom member detail report, add key performance fields (like appointments, follow-ups, call time, connection rate), enable field rotation, and display the leaderboard on a large screen or share it across remote teams. The leaderboard updates every 60 seconds and showcases top performers based on rotating criteria.

You’ll also learn how to:

• Customize sorting (e.g., ascending/descending for follow-ups),
• Toggle between dark and light themes,
• Share the leaderboard with your entire team by sending the report ID to PhoneBurner support for visibility in everyone's Call History tab.

🏷️ TAGS:
real-time leaderboard, live sales dashboard, team performance, sales gamification, PhoneBurner reports, call center motivation, leaderboard rotation, report customization, team competition, remote team tracking

🧼 CLEANED-UP TRANSCRIPT:

How would you like to have a real-time leaderboard up on the big screen in your war room?

I know many of you—though not all—work in the same office. Wouldn’t it be great to introduce a little friendly competition and see how you’re stacking up against your teammates throughout the day based on a custom report your team admin created?

Well, you’re in luck. In this training, I’ll show you how to launch a real-time leaderboard from your PhoneBurner® admin account. And of course, how you display it to your team is entirely up to you.

Quick Note: If your team is remote or works from multiple locations, you can share the real-time leaderboard across your entire team. You’ll just need to contact our support team to make that available, and we’ll cover that toward the end.

Launching a Real-Time Leaderboard

Let’s dive in. I’m going to close an existing leaderboard and go back to the PhoneBurner account.

1. Click on the Reports tab.
2. In the Reports section, you’ll see all reporting options.
3. Technically, any custom report can be launched as a real-time leaderboard. But usually, you’ll want to use a Member Detail report since that breaks things down by team member.

Let’s create a brand-new leaderboard.

Creating the Leaderboard Report

1. Click Add Report.
2. Name the report (e.g., Real-Time Leaderboard).
   (I’ll skip the description because I’m lazy!)
3. Change the Report Type to Member Detail.
4. Set the Date Range to Real-Time Leaderboard — this ensures it always defaults to today.
5. Choose your Leaderboard Theme (light or dark).
6. Enable Rotate Leaderboard Fields if you want the leaderboard to cycle through different metrics.

Click Save.

Adding Fields to the Report

Now it’s time to define what performance metrics you want to display. Click on Fields.

Let’s remove anything we don’t care about (e.g., average talk time, emails sent).

Then, let’s add new fields:

Example Fields to Track:

• APT's (Appointments Booked)
  • Type: Disposition
  • Status: Booked Appointment
  • Include in Summary: Yes
• Follow-Ups
  • Type: Disposition
  • Status: Follow-Up
  • Include in Summary: Yes
  • Important: Make sure this is sorted descending (so the most follow-ups = leader).
• Dial Session Time
  • Type: Sum/Total
  • Metric: Total Session Duration
  • Include in Summary: No
  • Label: “Dial Session Time”
• % Connected Calls
  • Type: Calculation
  • Metric: Percentage of Connected Calls
  • Label: “% Connected”
  • Include in Summary: Yes

You can reorder these fields by dragging and dropping.

Choosing Seats (Team Members)

Click on Seats.
By default, the leaderboard will include all users. You can pick specific members if needed.

Optional: Email Delivery

You can enable daily, weekly, or monthly delivery if you'd like to receive a summary of the report.
(Not needed for a live leaderboard, but available.)

Launch the Leaderboard

Once your report is created:

1. Go to the Reports tab.
2. Click on your new Real-Time Leaderboard report.

It will open directly in leaderboard mode, cycling through each field every 60 seconds.

Let’s simulate some calls to show how this works in action.

• I’ll log in to another account and start dialing.
• I’ll also start a dial session from this admin account.
• As activity occurs, the leaderboard will refresh automatically and update rankings.

You’ll see the metric it's tracking update every minute:

• First, it shows who made the most calls.
• Then, who had the most live conversations.
• Then, who booked the most appointments, etc.

Fixing Sorting Issues

If something doesn’t look right (e.g., the leaderboard shows the person with the fewest follow-ups as the leader), just edit the report:

1. Go back to the Fields section.
2. Click Edit next to the field (e.g., Follow-Up).
3. Change the sort order from ascending to descending.
4. Save.

That’ll fix it for the next rotation.

Display Customization

• Dark or Light Theme – your choice, depending on your room setup.
• You can also remove the Agent Full Name if you prefer to keep initials or avatars only.

Sharing the Leaderboard with Your Team

If you want your entire team—including remote agents—to access this leaderboard:

1. Edit the report.
2. Copy the Report ID (found in the URL).
3. Email that Report ID to our support team (support@phoneburner.com).
4. Ask them to add it as a shared leaderboard.

Once that’s done:

• All team members will see the Team Leaderboard option under their Call History tab.
• They can launch it at any time and track who’s in the lead.

For example, when Larry (Agent 13) logs in, he can go to Call History, click Team Leaderboard, and view the exact same live rankings.

Wrap-Up

That’s how you set up, launch, and share a real-time leaderboard inside PhoneBurner. It’s a great way to:

• Motivate your team
• Encourage friendly competition
• Improve daily performance
• And create visibility across the entire sales floor—virtual or in-office

Thanks again for watching, and as always — happy dialing!