Firecode Customer Service

Real-Time Call Lists Pipeline Reps Scorecard History

FIRECODE

Historical Performance

YTD - Month-over-Month - Year-over-Year

YTD Work Orders

YTD Calls

YTD Emails Closed

Avg WOs / Month

WOs / Rep / Month
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YTD Volume Delta

Team Size

Monthly Work Order Trend

2024 2025 2026 Current UP/DOWN = YoY % vs same month prior year

Productivity Trend - WOs per Rep per Month

Normalizes for team growth - same months as above

Call Volume Trend

Inbound Outbound Source: 2025 MTD tracker (Jan 2025 onward)

Email Activity

Assigned Completed Helpwise email assignment vs completion per month

Conversion: WOs per Call

How many calls produce a WO

- latest

Email Completion Rate

Completed / Assigned

- latest

In-Call Hours per Active Rep

Avg hours on the phone per rep, per month

- latest

Month-over-Month - Last 6 Months - Team + Per Rep

Rep
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Year-over-Year - 2026 vs 2025

Volume and productivity (WOs/rep) compared to same month prior year

Customer Flow - Gained vs Lost

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Productivity Heatmap - WOs per Rep per Month

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Coaching Log - weekly 1:1s & call reviews, with notes

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When	Rep	Type	Result	Notes / agreed action
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Every 1:1 marked done and every saved call review lands here permanently — the paper trail for reviews and follow-ups. QA result is the 4-line rubric total out of 12 (greeting · needs discovery · WO offer · wrap-up); QA is coaching-only and never affects scores.

Rep Scorecard History - monthly average of daily scores (0–100)

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Rep
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Scores: 80+ great · 60–79 solid · <60 let's talk. Each cell averages that rep's daily scorecard snapshots for the month. Trend = last 60 days. History accumulates automatically from the Scorecard page (one snapshot per day).