---
title: Agents and performance
description: See your team roster and how each agent is doing.
canonical_url: https://housingstreet.com/help/crm/agents-and-performance
md_url: https://housingstreet.com/help/crm/agents-and-performance.md
last_updated: 2026-07-13
status: ga
relatedRoutes: ["/agents","/agents/performance"]
---

## What this is [#what-this-is]

The **agent roster** is everyone on your sales team inside HousingStreet.

**Performance** shows numbers per person — leads handled, deals won, response time, and similar stats.

**Lead routing** (Team and Enterprise) automatically assigns new website leads to the right agent so nobody has to forward them by hand.

<PlanBadge plans="['PROFESSIONAL', 'ENTERPRISE']" />

<UiPath path="CRM → Agents · Agents → Performance" />

<DocScreenshot src="/help-media/crm/agents-performance.png" alt="Agents list with performance metrics columns and detail drill-down" caption="Who is doing what" />

## Steps — roster and performance [#steps--roster-and-performance]

<Steps>
  <Step title="Open agents">
    Click **CRM → Agents**. You see every active team member with live stats — leads, active deals, won deals, conversion rate, and pipeline value.
  </Step>

  <Step title="Invite more agents">
    If the roster is empty, click **Manage Team** (or **Invite team members**) to go to **Settings → Team**.
  </Step>

  <Step title="Open performance">
    Click **Performance** in the top-right. Pick a date range (this week, this month).
  </Step>

  <Step title="Compare agents">
    Sort by leads, deals won, or tasks completed. Use this in your weekly team meeting.
  </Step>
</Steps>

## Steps — lead routing (Team and Enterprise) [#steps--lead-routing-team-and-enterprise]

The **Lead Routing** card sits at the bottom of **CRM → Agents**, below the roster. Scroll down after the agent list.

<DocScreenshot src="/help-media/crm/agents-routing.png" alt="Agents page with roster stats and Lead Routing card for balanced or round-robin assignment" caption="Turn on automatic lead assignment" />

<Steps>
  <Step title="Find the routing card">
    On **CRM → Agents**, scroll past **All Agents** to the **Lead Routing** card (lightning icon).
  </Step>

  <Step title="Turn routing on">
    Tick the **Enabled** checkbox at the top of the card. When disabled, leads stay unassigned until someone picks them up.
  </Step>

  <Step title="Pick a default strategy">
    Choose one fallback for leads that do not match a rule:

    * **Balanced** — assign to whoever has the fewest open leads
    * **Round robin** — rotate evenly across the pool
    * **First to claim** — leave unassigned so any agent can grab it
  </Step>

  <Step title="Choose the agent pool">
    Click agent names to include them. Selected names turn blue. Leave none selected to use all active agents.
  </Step>

  <Step title="Add assignment rules (optional)">
    Click **Add rule**. Name the rule, then set conditions — lead source (Website, Phone, WhatsApp, etc.), priority, tags, and budget range. Pick **assign to** for the agent who should get matching leads. Rules run top to bottom; the first match wins.
  </Step>

  <Step title="Save">
    Click **Save routing** at the bottom. Wait for the green **Saved** confirmation.
  </Step>
</Steps>

### How rules interact with the default strategy [#how-rules-interact-with-the-default-strategy]

* If a lead matches a rule, it goes to the agent on that rule.
* If no rule matches, the **default strategy** (Balanced, Round robin, or First to claim) decides.
* **First to claim** is useful when your team competes for speed — leads land in the inbox and the fastest agent takes them.

## Expected result [#expected-result]

You see each agent's workload and results in one place. With routing enabled, new website leads land on the right person without manual forwarding.

<RelatedAdminLink href="/agents" label="Open agents" />