Page 48 - Agent Handbook 9.14.21

Checking KPI’s

• To look at your KPIS (your percentages)

• Go to Reports
• Go to ALL

• CLICK ESO Agent Summary
• Then you can adjust the dates as needed to look at the whole month or individual days

• This will also show you all your shown appointments, no-show appointments, canceled, and
the vehicles that you have sold.
• This is where you should look to see if you have any manuals or corrections to appointments.
You will open the no-show hyperlink number and go through each one and make sure you
send any corrections to Agent Assistance.

KPI Benchmarks that you are aiming for:
• Show % - is the total number of shown appointments divided by the number of total
appointments you set

• Sold % is the total number of …

• Show to Lead % is the total number of shown appointments divided by your total leads for
that source (ex. either internet or phone)

• Internet %- 32%
• Show %- 70%

• Sold %- 13%
• STL%-32%

• Phone %- 55%

o Show %- 70%
o Sold %- 25%

o STL%- 32%

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