The Manager sees everything.

This is your control room. Check it before doing anything else in the CRM — it's built to answer "what needs my attention right now?" in one screen, not to be admired.

Dashboard — "Welcome back"

• 1 Welcome banner — org name, "Team Command", current month, and the one-line team summary (headcount · hot leads · renewals ≤30d · clients under management).
• 2 Hot Leads — leads with a meeting booked, waiting on you or your team.
• 3 Converted — how many of those leads became clients this period.
• 4 Overdue CB — callbacks that were due and haven't happened.
• 5 Pending Bonuses — bonuses waiting on your approval.
• 6 Insurance Clients — total premium on the book.
• 7 Total Clients — every client across the whole team.
• 8 Renewing ≤30D — renewals about to expire. Check this daily; it's covered in full in lesson 13.
• 9 Not Contacted — clients untouched for 30+ days.

Further down the same dashboard, two cards show where deals actually sit and whether the team is trending up or flat.

Dashboard — Team Pipeline Value by Stage + 6-Month Performance Trend

• 1 Team Pipeline Value by Stage — seven cards: New, Contacted, Meeting, Proposal, Follow-up, Closed, Lost. Each shows total € value and lead count sitting in that stage right now.
• 2 6-Month Performance Trend — pick any agent from the dropdown to see their last 6 months of meetings, clients signed, and commission.
• 3 Summary tiles — 6M Meetings, 6M Clients Signed, 6M Commission for the selected agent.
• 4 Measured Monthly Performance chart — left axis is meetings/closes, right axis is premium. Two lines on one chart, month by month.

Full pipeline mechanics — moving a card between stages, marking won/lost, lost reasons — is covered with its own screenshots in lesson 08. This is the dashboard summary view only.

Unlike your own account, your team doesn't self-register. You create every agent and leader login directly from Agents, and hand them the username/password yourself.

Agents — Team Agents

• 1 + Add Agent — top right, opens the form below.
• 2 Role column — Leader or Agent. A Leader gets their own Agents panel to run their line.
• 3 Assigned To — which Leader an Agent reports to. Leave blank and they report straight to you.
• 4 → Leader / → Agent — promote or demote a row in one click without recreating the account.
• 5 Note: call-center logins now live in their own workspace — they won't appear on this table (see lesson 06).

Add Team Member

1. Go to Agents → + Add Agent.
2. Fill in name, choose Sales Agent or Team Leader, set username and password.
3. Tick the consent checkbox confirming they've been informed of the Privacy & Data Policy.
4. Create the account, share the login through a password manager or another secure channel, and ask them to change the password after first login.
5. If they should report to a Leader, set that from the Assigned To dropdown on the Agents table.

Call center users work leads and book meetings for your agents — they live in their own list, separate from Agents, because their job (and their commission logic) is different: they don't sell, they set appointments.

Call Center

• 1 + Add Call Center — creates a new call-center login, same idea as Add Agent.
• 2 Assign Agents — pick exactly which agents' leads this call-center user can see and call. They only see what's assigned.
• 3 Visible Leads / Visible Clients — a live count, so you can see at a glance whether they actually have work assigned.

1. Go to Call Center → + Add Call Center and create the login the same way you created an agent.
2. Click Assign Agents on their row and choose which agents' lead bases they should work.
3. Confirm Visible Leads shows a real number — if it's 0, no leads are assigned yet.

Every new or callback lead lives here before it's worked. As Manager you see every lead across every source; a Leader sees only their line's leads, an Agent only their own — same screen, automatically filtered by who's logged in.

Team Lead Base — Insurance Leads

• 1 Total / Overdue CB / Hot Leads / Converted — the same four counters everyone gets, just scoped to what that user can see.
• 2 Status buttons — No Pickup, Picked Up/Interested, Not Interested. Click straight from the card; no need to open the lead for a quick status update.
• 3 Convert / Add Client — use the action shown for your role when the sale is confirmed. Create one linked client record; do not add the same person again from a second screen.

Once a lead is interested, it graduates from Lead Base to Pipeline — a proper kanban board you drag through stages until it's won or lost.

Team Pipeline — kanban board

• 1 Active Pipeline value — top right, the live € total of everything still open (not won/lost yet).
• 2 Stage dropdown on each card — move a deal forward without opening it; open the card only when you need to log a note or book a meeting.

Goals are what turn the Reports page (lesson 23) from a wall of numbers into "on track" or "needs help." Set them before the month starts, not after it's half over.

Set Goals — Monthly Goal Settings

• 1 Month & Year selector — goals are set per month; switch here before entering targets, don't retype the month for every agent.
• 2 Calls Target, Meetings Target, Policies Target, Premium Target (€), Training Sessions — five numbers per agent, per month.
• 3 Save Goals — per-agent, saves that one card only.

1. Pick the correct month and year at the top — this is the single most common goals mistake, setting numbers on the wrong month.
2. For each agent, fill in Calls, Meetings, Policies, Premium (€), and Training Sessions.
3. Press Save Goals under that agent's card — it does not save automatically when you move to the next one.

Two things happen here: you define which insurance products your team sells, and you set the commission ceiling for every rate everyone else in the org can be given.

Add Insurance Product

Commission Rates

• 1 Insurance Products & My Rates — add every product your team sells (e.g. Life, Car, House, Health) with your rate on each. This is the ceiling for that product across the whole org.
• 2 Leader Commission Rates — for each Leader, set their rate per product. It must stay at or below your own rate; the gap is your margin on everything they and their agents sell.
• 3 One save flow — edit as many rates as you want on this page, then click Save All Changes once at the top. There's no per-card save here (unlike Goals).

1. Under Insurance Products & My Rates, click + Add Product for each product type you sell — name, family, icon, your rate, premium basis.
2. Scroll to Leader Commission Rates and set each Leader's rate per product — always below yours.
3. Click Save All Changes once at the top right when you're done editing.

A simple ledger for one-off payouts on top of commission — reward a good month, a hard-won client, or a training milestone, with a paper trail.

Bonuses — Bonus Management

• 1 Month & Year — new bonuses save into whichever month/year is selected here, so set it before adding one.
• 2 + Add Bonus — agent, amount, reason, and it lands in the table with a status.
• 3 Status column — pending vs approved; agents see the bonus and its status from their own performance view.

1. Set the correct month/year at the top before adding anything.
2. Click + Add Bonus, choose the agent, enter the amount and a clear reason.
3. Approve it — the agent will see it reflected on their own performance page.

A cross-sale is a second opportunity inside an existing client — say a car-insurance client who also needs life cover. It's a deliberate two-stage flow: book the meeting first, convert it after the meeting actually happens.

Cross-Sales & Upsells — overview

• 1 Meeting Stage — upsell meetings booked, not yet converted.
• 2 Pending Approval — converted, waiting on a manager's final approval.
• 3 Approved — shows commission and your margin on it.
• 4 Paid Out — final commission actually paid.
• 5 Move upseller to… / Move Seller — reassign an upsell meeting or the credited seller without deleting and recreating it.

Upsell Meeting — Stage 1

• 1 Referring Agent — whoever found the opportunity (may not be who runs the meeting).
• 2 Upseller / Meeting Owner — who actually takes the meeting and, later, gets the credit.
• 3 Allow master to reassign seller later — leave this ticked if another closer might take the meeting over.
• 4 Already closed — no meeting needed — tick only if the upsell already happened; skips straight to Stage 2.

Convert Upsell — Stage 2

• 1 Final Product / Package — what actually got sold, which may differ from what was pitched at the meeting.
• 2 Deal / Contract Value (€) — the number commission is calculated on.
• 3 Referrer Split % — Manager only. Leaders and Agents can book the meeting and enter the final product/value, but only a Manager moves this slider and hits Save & Approve — that's what makes it "final approval now."
• 4 Contract Renewal/Expiry — optional, but fill it in if the product renews; it feeds the Renewals board (lesson 13).

1. Spot an opportunity in an existing client → + Upsell Meeting, fill in referring agent, upseller, date/time.
2. After the meeting happens, open it and click Convert.
3. Log the final product and deal value.
4. A Manager sets the Referrer Split % and hits Save & Approve — this is the final step; there's no further review after this.

Every client that came through the pipeline lands here automatically once it has a renewal date — bucketed by urgency so nothing quietly lapses.

Team Renewals — Renewal Alerts Dashboard

• 1 Expired — the only bucket that should worry you. Contact same day.
• 2 ≤30 / 31–60 / 61–90 days — the earlier buckets are your early-warning system; work them in that order so nothing slides into Expired.

Every converted lead lands here as a client, with a running renewal history attached — this is the record that survives an agent leaving.

Clients

• 1 Health column — a quick-glance status per client (contacted recently, at risk, etc.), separate from the renewal date itself.
• 2 Renewed Clients — every time a client is marked Renewed (from the Pipeline tracker or the Renewal board), they land here with full history: what changed, when, and what the note said.

One calendar, filtered by who's looking at it. As Manager you can view Me, My Team, or every visible meeting; a Leader's "My Team" is just their own agents; Call Center gets a read-only view so they can see when an agent is free before booking a meeting for them.

Team Calendar

• 1 Me / My Team / All Visible — this is the same toggle that scopes everything: a Leader's "My Team" only ever includes their assigned agents.
• 2 Google Setup — one-way sync out to your personal Google Calendar; the CRM stays the source of truth for assignment.

One search box that reaches into leads and clients at once, with a full filter row when you need to narrow it down.

Team Search

• 1 Search reaches leads, pipeline, and clients at once — no need to know which one you're looking for first.
• 2 Stack filters (module, stage, source, follow-up, user) to narrow a long list fast, same pattern as everywhere else in the CRM.

A short check-in submitted weekly by anyone doing the calling or selling — this is your early-warning system between monthly Reports.

Weekly Reports

• 1 Filter by person or by month — as Manager you default to All Team Reports; a Leader's dropdown only lists their own agents.

Private coaching notes, one thread per person. Each person only ever sees feedback written to them — nobody browses anyone else's.

Team Feedback

• 1 + Add Note — the same coaching-note box appears for Leaders and for each of your Agents, further down the page.

Team-wide messages — the one broadcast channel everyone sees regardless of role.

Announcements

Push a training, call, or meeting straight onto an agent's dashboard — the assignment side of Chapter Library.

Schedule & Assign

Back on the dashboard, this is where every rate you set in lesson 10 turns into real numbers — who earned what, and what you personally keep as margin.

Dashboard — Team Commissions + Agent Performance

• 1 Per-person row — clients, meetings, their commission, and your margin on their sales, side by side.
• 2 Totals row — splits My own commission from Team pays (what you owe the team) and shows My Total — your personal take, own sales plus margin.
• 3 Agent Performance cards — one card per agent with their module, goal status, and quick links to View Detail / Set Goals.

Same page every role gets, but what feeds it changes: a Manager or Leader sees three income streams add up automatically; an Agent (Chapter 3) only ever sees the first one, because they have no one under them.

My Performance

• 1 My Own Commissions — clients you personally closed, at your own rate.
• 2 Margin From Agent Sales — the rate gap from lesson 10, rolled up across everything your line sold this month. Zero here means either no sales yet, or a rate that still needs setting.
• 3 Cross-Sale & Upsell Earnings — approved cross-sales (lesson 12) where you were seller or referrer.
• 4 Total — the three numbers above, added automatically. You never calculate this yourself.

This is where Goals (lesson 09) becomes a verdict. Every agent gets a row and an overall status — only if a goal was set for them that month.

Reports — Monthly Report

• 1 Each column shows result / target (%) — e.g. calls made vs. calls target.
• 2 Overall badge — On Track (≥100% of goal), Developing (70–99%), Needs Help (<70%).
• 3 "No Goals" badge — means exactly that: nobody set a target for that agent that month, so there's nothing to measure against. Fix at the source, in Set Goals.
• 4 Export Weekly Reports — top right, downloads the underlying data.

A weekly, two-minute habit: back up your data and let the CRM flag its own problems before they become "where did my client go."

System Center

• 1 Team Users / Health Issues / Duplicate Groups / Audit Entries — four vitals at a glance.
• 2 Download Backup / Restore From File — a full JSON snapshot of your CRM copy. Do this before any big import, cleanup, or deployment step.
• 3 System Health — flags real problems (e.g. invalid call-center access links) with a one-click Safe Repair where it's safe to auto-fix.
• 4 Hidden Team Recovery — surfaces any team member who's technically linked to the org but not showing up in your normal team views.

1. Click Backup Now before any major change — new imports, bulk edits, deploys.
2. Check the System Health list weekly. Run Safe Repairs on anything it flags as auto-fixable.
3. If a team member seems to have vanished from Agents or Call Center, check Hidden Team Recovery before recreating their account.