Sales team productivity

Count only outbound messages sent by an identified user (in Clint, type = 'USER' with user_id filled). Outbound without a user is automation. System events (EVENT) and private notes (NOTE) are not conversation and leave the counts, but the conversation stays in the table so no deal disappears. A user outside the team roster becomes unidentified: counted in total volume, left out of the ranking.

Messages, media and deliveries add up across days and people. Conversations handled and contacts are distinct counts: the same conversation appears on several days, sources and deals, and they do not add up. Rates (delivery, read, response) are rebuilt as sum over sum, never as an average of daily rates. Write this in the table header and in the context document.

A cycle runs from the lead's first unanswered message to the first human reply. Break ties between messages in the same second by id, otherwise the time shifts between runs. Measure only conversations with a message from the contact: in operations that broadcast, half of the conversations have no question to answer. Also keep the first reply of any kind, which is what the lead experiences, separate from the human one. Aggregate by median.

A conversation can cover several deals and a deal appears in several conversations. Attribute each sale only once: to the owning conversation (the one with the deal's last message) and, within it, to the last human agent. Agent's average ticket = attributed value / conversations with their own revenue, never divided by conversations that merely took part in the sale.

Keep a table of user, email, role (SDR, closer, campus, AI agent) and period. People change roles and teams: classify each action by the role held in the month it happened. A login shared by a campus measures the campus, not the person. Different spellings of the same salesperson in free-text fields map to one canonical name through a single reference.

A deal came from the SDR when the SDR's first proven activity (note, task created or completed) precedes the campus's first activity. In that case, the campus entry counts on the date of the campus's first activity; otherwise it is a direct entry on the creation date. Activity before the SDR funnel was created does not count as SDR work. The author is whoever created or completed the task; the owner is only a fallback.

Tasks generated by automation (email opened notice, email replied, cadence step) stay out of activities and out of contact evidence. The contact channel used (WhatsApp, call, email, material sent, last attempt) comes from the text of a task completed by a person, and a note only counts as activity for whoever recorded it.

Overdue task = not completed, not canceled and due before today in America/Sao_Paulo. No active task only when there is no task or all tasks are completed or canceled. Check every task of the deal, not only the latest, and only on open deals. No task does not mean paused: pause comes from the official pause field.

The audit of the previous day rebuilds the state at the cutoff (midnight Brasília time): a task completed after the cutoff counts as active at the cutoff, and a note edited after the cutoff is ignored. Business hours (for example 08:00 to 18:00) and the week (Sunday to Saturday or Monday to Friday) are declared and the same for everyone.

In RD Station Conversas, a conversation with closed = true is closed even with opened = true. Open and closed counters show today's state, not closures that happened on the day: do not read the current state as yesterday's output. Transfers and redistributions stay in their own columns, because they change who owns the conversation.