Analytics
Agent performance
Per-collector figures appear in two places: the Agents tab of the Analytics Dashboard and the Supervisor dashboard's leaderboard. Both count real activity. Neither shows money per collector, because payments are not attributed to collectors.
Written for: Collections supervisors · Collections managers
What is reported per collector
| Field or control | What it means |
|---|---|
| Assigned accounts | Assignments made to the user in the date range - not the accounts currently assigned to them (Analytics Dashboard → Agents). |
| Accounts resolved | Accounts that reached Paid in the range and have ever been assigned to the user (Analytics Dashboard → Agents). |
| Accounts worked and interactions | Distinct accounts and interactions each active Agent has logged since midnight today, ranked by accounts worked (Management → Supervisor → Team Performance Leaderboard). |
| Activities | Interactions the collector logged in the range (Analytics Dashboard → Agents). |
| Payments and revenue | Not reported per collector. The payment ledger does not record which collector a payment is owed to, so neither screen shows money per collector. |
How collectors are ranked
What is not measured
ArkCloud does not measure contact rate, promise-to-pay conversion, first-call resolution, talk or handle time, QA call scores, documentation quality, training completion or compliance exceptions per collector, and it has no goal or incentive tracking. There is no individual agent report or team summary report. Earlier versions of this page described all of these with target values.
Staffing productivity from scheduled shifts is available in ArkCloud Workforce, where the product is enabled.