Manager Standard Operating Procedure

1. Signing in

1. 1Choose Sign in from the top navigation and use your work email and password.
2. 2Manager navigation appears automatically once you are signed in with manager access.
3. 3If you do not see the Manager menu, ask the portal owner to grant your account manager access.

2. Adding and managing users

Go to Manager then Manager access.

1. 1Use Add a user to create an account: name, work email, a temporary password and the role of agent or manager.
2. 2Send the person their email address and temporary password.
3. 3All existing users appear in the table below with role and last sign-in.
4. 4Promote or demote a user with the role action on their row.
5. 5Use the pencil icon to correct a user's display name. The new name appears everywhere.

Only give manager access to people who should see the whole team. Managers see all agents; agents only ever see themselves.

3. Team overview

Manager then Team Overview has three tabs.

• Progress: every agent's training completion against the assigned steps.
• Leaderboard: points, level, streak, completions and meetings recorded.
• Meetings: every tracked agent's meetings from the last 45 days plus everything upcoming.

4. Reviewing training progress

1. 1Open the Progress tab and look at each agent's completion count.
2. 2Check how each step was confirmed: agent confirmed, recorded by the app, or verified in HubSpot.
3. 3Where a step was not done properly, reset it and give a reason.
4. 4The previous completion is kept in history along with who reset it and when.
5. 5The agent sees the retraining note and must complete the step again.

5. Meetings

• The Close Meetings page shows the whole tracked team's open meetings, with the assigned agent named on each card.
• You can close out a meeting and move a deal stage on an agent's behalf.
• Overdue meetings are listed before upcoming ones so gaps are obvious.

6. Reports

Manager then Reports.

• Activity summary: contacts, emails, calls, meetings and tasks per agent over 7, 30 or 90 days, pulled live from HubSpot.
• Agent performance: meeting closures, outcomes, stage moves, notes, recordings, follow-ups and training progress, with CSV export.
• Deal report: pipeline value and deal counts by stage, shown as summary cards and charts.

Live HubSpot reports take a few seconds to load because they pull every agent's activity.

7. Weekly rhythm

1. 1Monday: review last week's activity summary and the meetings that were never closed out.
2. 2Midweek: check training progress and reset anything that was ticked without being done.
3. 3Friday: review the deal report and the leaderboard, and recognise the week's strongest activity.

8. Who is tracked

• The leaderboard and reports cover the sales agent roster only.
• Managers, partners and vendors are excluded from agent rankings.
• If someone is missing, confirm they have an account and appear on the roster, then tell the portal owner.

9. Data and privacy

• Managers see all agent progress, activity, meetings, recordings and results.
• Agents see only their own data and cannot reach manager pages.
• All HubSpot access happens on the server. Credentials are never exposed in the browser.