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Reading Time and Tracker Results

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What this job is

Two reports show you effort, not just completions. The Usage Report shows time your agents spend training. The Smart Tracker shows the numbers your agents enter about their real work, like calls, appointments, and closings activity. Read together, they tell you who is working the plan and who needs help before the results show it.

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Reading time on the Usage Report

1. Open the Usage Report from your reports. It covers your location.
2. Pick the date range you want, like this week or this month.
3. Read time per agent, and open an agent to see time per course or session.
4. Export the report if you need it in a spreadsheet for a meeting or a file.

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Read the time the right way

Time on this report has two quirks. Learn them once and the numbers will never fool you. Placeholder time. When an agent opens training and the system cannot measure real time, it may record a set placeholder amount instead. A course showing the exact same time for many agents is showing placeholder time, not real work. Do not praise or punish anyone based on placeholder numbers. Capped time. A session that runs very long, like a video left open overnight, gets capped at a set limit. That protects the report from one forgotten browser tab. If an agent’s time looks high but capped on one day, that is why. Real time varies from person to person. Flat, identical numbers are the system filling a gap. Treat time as a clue, not a verdict, and check it against completions in the Course Report.

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Reading Smart Tracker results

Agents enter their numbers on a tracker each day, week, or month. Your job is to read the compiled results.

1. Open the Smart Tracker report.
2. Pick the tracker and the time period.
3. Read totals per agent, and per team if your trackers are set up that way.
4. Look for patterns: steady entries beat one big day, and an agent with no entries has usually stopped entering, not stopped working. Ask before you assume.

Designing a new tracker or changing its numbers is a one time setup that runs above your level. If you need a tracker built or changed, ask BPS support. Your part is reading the results and coaching from them.

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Put the two reports together

An agent with high tracker numbers and finished training is working the whole plan. An agent with finished training and no tracker entries may be learning but not doing. An agent with entries but no training finished may be skipping the learning that makes the work pay. Each pattern needs a different talk from you, and these two reports are how you spot them early.

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What success looks like

You can tell, for any agent, how much they trained and what work they logged this week, and you read flat or capped time for what it is instead of treating every number as exact.

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Common problems

Every agent shows the same time on a course. That is placeholder time. Judge that course by completions and scores instead. An agent’s tracker is empty. Confirm the agent knows where to enter numbers. Agent article 10, Entering Your Numbers in the Smart Tracker, walks them through it. Send them there before you assume they did nothing. You suspect a shared login. Training time at strange hours and sessions that cut off mid stream are signs. See Resetting a Password and Unlocking an Agent for how to spot and fix sharing.