Agency Reporting

Agency Reporting consolidates performance metrics, communication activity, and revenue data from every sub-account under your agency into a single dashboard. Instead of logging into each client account individually, you monitor appointments, contacts, conversations, ad spend, and team performance from the agency level. The feature set includes rolled-up reporting across sub-accounts, automated report scheduling for clients, agent and user performance tracking, and communication spend analysis. Available on the Pro Plan ($497/month) or higher.

What Agency Reporting Does

Five key capabilities work together: Rolled-Up Sub-Account Reporting (aggregates data from all sub-accounts into a single view on the Sub-Accounts page with customizable columns), Automated Report Scheduling (delivers performance summaries to sub-account administrators on recurring schedules), Agent and User Performance Reporting (tracks individual team member performance with conversion statistics, communication metrics, and leaderboards), Communication Spend Analysis (complete breakdown of costs across all sub-accounts for SMS, calls, emails, voicemail drops, WhatsApp, and carrier fees), and Custom Dashboards (tailored analytics views with drag-and-drop widgets for specific reporting needs).

Prerequisites: Active Pro Plan or higher ($497/month minimum), Agency View access (users without this permission level cannot see cross-account reporting panels), configured sub-accounts (each must have active data flowing in), and funded wallet (LC Communications wallet with funds and auto-recharge rules configured under Agency Settings > Billing > Wallet & Transactions).

Available rolled-up metrics: Choose up to eight columns to display alongside sub-account names: Active Users (logged in at least once during timeframe), Appointments Created, Contacts Created, Email (inbound/outbound), Text Messages (inbound/outbound), Calls (inbound/outbound with total talk time), Form and Survey Submissions, WhatsApp Messages, Google Business Profile Messages, Instagram Messages, Facebook Messages, Reviews (total received with positive/negative sentiment breakdown), and Sites Created (funnels, websites, forms, surveys built).

Accessing rolled-up reports: Switch to Agency View using the account switcher in top-left corner, click Sub-Accounts in left sidebar, click Columns button at top of sub-account list, and select up to eight metrics to display. Click any column header to sort sub-accounts by that metric in ascending or descending order to identify top performers or spot declining activity.

Key Configuration Options

Scheduled report setup: Switch to Agency View, navigate to Sub-Accounts, click Reports next to target sub-account, select which dashboards to include (individual sections or Select All), enter custom Email Subject Line, choose Frequency (daily, weekly, monthly), set Start Date and Delivery Time, add Recipient Email Addresses (separate multiple with commas), click Send Test Email to preview, then confirm and activate. Included sections: Users, Contacts, Outreach, Submissions, SMS, Appointments, Deal Overview, Email, Tasks Overdue, and Conversations.

Scheduled report management: View all scheduled reports across every sub-account from agency-level Sub-Accounts page. Features include Pause and Resume (temporarily stop without deleting configuration), Bulk Pause/Resume (use Pause All Scheduled Reports toggle to stop all deliveries at once), Auto-Create for New Sub-Accounts (automatically create default scheduled report when new sub-account is added), Filter by Status (toggle between Active and Paused reports), and Delivery Logs (view sent reports with timestamps and recipient addresses). All delivery times use the sub-account’s timezone setting, not the agency’s timezone.

Agent reporting access: Switch to relevant Sub-Account, click Reporting in left sidebar, select Agent Reporting. Performance metrics tracked: Conversion Statistics (lead-to-opportunity and opportunity-to-close conversion rates per agent), SMS Statistics (outbound/inbound counts, response times, engagement rates), Email Statistics (sent, opened, clicked, replied by each agent), Call Metrics (inbound/outbound counts, total talk time, average duration, missed call rates), and Efficiency Metrics (response time averages, task completion rates). Leaderboard ranks team members by Opportunities Generated and Opportunities Won.

Communication spend tracking: Navigate to Agency Settings from agency-level sidebar, click Billing tab, select Wallet & Transactions. Features include Credit Balance Display (current prepaid wallet balance at top), Monthly Spending Summaries (month-over-month trends for last three months by category), Unified Transaction Log (all communication charges across every sub-account, up to one million records), Transaction Drill-Down (click any transaction ID for specific message/call details, costs, and sub-account), and CSV Export (download full transaction history for accounting, note that exported data includes agency-level discounted pricing).

Auto-recharge configuration: Set minimum balance threshold (e.g., $10), set recharge amount (e.g., recharge $20 when balance drops below $10), and the system automatically charges your payment method when balance hits threshold. Keep balance at least 50% of the “when balance is lower than” amount to maintain sending capability. If balance drops too low, SMS and email sending will be paused until funds are added.

Power Features

Custom dashboards: Navigate to Reporting > Dashboards within a sub-account, click Create Dashboard or edit existing, add widgets by clicking Add Widget button, select widget type (pipeline, revenue, appointments, contacts, campaigns), configure widget-specific filters and date ranges, and drag widgets to rearrange layout. Widget types include Pipeline (deal counts, values, stage distribution), Revenue (monetary values of won opportunities), Appointment (booking volume, no-show rates), Contact (growth trends, source attribution), and Campaign (email and SMS campaign performance). Share with team members or clients for role-specific views.

Comparative date range analysis: Agent Reporting supports date range comparison to analyze performance trends over time. Select two date ranges to see how each agent’s metrics changed period-over-period, valuable for tracking improvement after training, measuring process change impact, or comparing seasonal performance.

White-label reporting for clients: Scheduled email reports use sender information configured in agency settings. Custom dashboards can be shared via links without exposing underlying platform branding. Pair with white-label feature (available on Pro Plan) to ensure all client-facing touchpoints carry your agency identity. Do not share raw CSV exports from Wallet & Transactions page as they reveal agency-level pricing.

Leaderboard for team meetings: Agent performance data drives productive conversations. Share leaderboard results in team meetings to celebrate wins and identify coaching opportunities, creating healthy competition and recognizing top performers.

Revenue tracking nuances: Revenue displayed in dashboards represents sum of monetary values from opportunities marked as “Won.” This is not the same as actual payments received through payment processors. If a deal moves back from “Won” to another status, revenue figure adjusts to reflect current state. It is not a historical ledger.

Pro Tips

• Review rolled-up reports weekly. A weekly cadence keeps you informed about trends without overwhelming your schedule. Set aside 15 to 20 minutes each Monday to scan for anomalies and identify underperforming accounts before they churn.
• Automate client reporting. Use the Report Scheduler to send weekly or monthly reports to every client automatically. This reduces manual work and ensures consistent communication that demonstrates ongoing value.
• Monitor communication spend closely. Set auto-recharge thresholds that provide at least a two-day buffer based on your average daily spend. Running out of credits pauses all outbound messaging and disrupts client campaigns.
• Customize columns for your business model. Tailor the rolled-up view to metrics that directly connect to services you sell. Appointment-setting services prioritize appointment and contact columns. Reputation management prioritizes review columns.
• Set up scheduled reports before client onboarding completes. Activate automated reporting as part of your onboarding workflow so clients receive their first performance summary within the first week, setting expectations for consistent communication.

Common Questions

What plan do I need for agency reporting?

Rolled-up sub-account reporting, agent reporting, and scheduled reports require the Pro Plan ($497/month) or higher. Lower-tier plans provide sub-account-level dashboards but do not include the cross-account agency view.

How many columns can I display in the rolled-up report?

You can select up to eight metric columns at a time. You can change your column selection at any point without affecting the stored data, allowing you to tailor the view for different use cases.

Can I schedule reports for all sub-accounts at once?

Yes. Enable the Auto-create scheduled reports for new sub-accounts toggle to automatically generate a default schedule when new accounts are added. For existing accounts, set up schedules individually, but use the Pause All toggle to control them in bulk.

What timezone do scheduled reports use?

Scheduled reports use the timezone configured in each sub-account’s Settings > Business Info page. If a report arrives at an unexpected time, check the sub-account’s timezone setting first to ensure it matches the intended delivery window.

Why does my revenue figure keep changing?

Revenue in dashboards represents the monetary value of opportunities marked as “Won.” If an opportunity’s status changes from Won to another stage, or if the monetary value is edited, the revenue total adjusts to reflect the current state. It is not a historical ledger of closed deals.

What is the difference between Call Reporting and Agent Reporting?

Call Reporting tracks activity by phone number. Agent Reporting tracks activity by team member. A call assigned to one agent but answered by another may appear differently in each report. Use both views together for a complete picture of call performance and team activity.