Lead Handling: Performance – Fullpath Help Center

Overview

The Fullpath Lead Handling Agent is a paid Activation Product that uses an AI agent to intake, engage, and qualify incoming leads on behalf of your dealership. The agent reaches out via SMS to internet and incoming phone leads, and via Email when phone numbers are unavailable—with the goal of setting appointments and stopping the clock for immediate quality followup. The Performance Dashboard page is where you track all AI-managed SMS and email interactions with shoppers and analyze the impact of agent engagement over time.

Where to Find It

Navigate to Dashboard > Activation > Lead Handling, or visit directly:

https://dashboard.fullpath.com/lead-handling/performance

Who Has Access

Dashboard users with Edit, Admin, or View permissions may view the Performance Dashboard. Some actions (such as downloading reports as CSV) require Edit or Admin permissions.

Page-Level Controls

Date Range Picker

The top right of the page displays a timeframe picker for quick reference. Use it to filter all sections of the dashboard to the desired date range:

7 days
30 days (default setting)
Month to date
60 days
Year to date
Custom date range

Note: The date range picker applies to all metrics and charts on the page except where otherwise noted in individual section descriptions.

Average Stop the Clock

This metric displays the average duration (in minutes) from when a lead is first submitted to the system to when the Lead Handling Agent first engages with that lead. A breakdown of the percentage of leads responded to in under 10 minutes, under 1 hours, and over 1 hour is also included to give the average time metric more accurate context.

Performance Highlights

The top row of the dashboard displays five key metrics summarizing the SMS interactions the AI agent facilitated during the selected timeframe:

Metric	Definition
Contacted	Shoppers that the Lead Handling Agent has successfully reached out to and initiated contact.
Shoppers Replied	Shoppers actively engaged in conversation with the Lead Handling Agent.
Appointments Set	Shoppers for which a successful appointment has been scheduled at the dealership.
Appointments Shown	Shoppers who showed up for a scheduled appointment at the dealership.
Cars Sold	The total number of shoppers who engaged with the AI agent and subsequently made a car purchase.

Channel Performance

This section breaks down high-level Lead Handling Agent metrics by the channel used to reach shoppers. The dashboard shows performance data for three channel options:

SMS — agent outreach via text message
Email — agent outreach via email (used when phone numbers are unavailable)
Both — combined SMS and Email performance

Each channel row displays the same five metrics as the Performance Highlights section (Contacted, Shoppers Replied, Appointments Set, Appointments Shown, Cars Sold), allowing you to compare channel effectiveness.

How to use this for analysis: Compare SMS and Email performance to understand which channel drives better engagement and conversion for your dealership. If SMS significantly outperforms Email, prioritize ensuring phone numbers are collected on lead intake. If one channel has a low reply rate, work with the Agent on messaging optimization for that channel.

Agent Work Breakdown

This section provides a visual breakdown of the total number of conversations the Lead Handling Agent managed during the selected date range, as well as the types of interactions the agent performed across those conversations. Use this to understand the volume and composition of agent activity.

How to use this for analysis: A high conversation count paired with low reply or appointment rates may indicate messaging issues. If the agent is performing mostly informational or routine interactions but few appointment-setting interactions, consider whether your lead quality or agent instructions are optimized for conversion. Track changes in breakdown composition over time—sudden shifts may signal a need for agent prompt adjustment.

Escalation Breakdown

The Escalation Breakdown section displays the number and type of conversations the Lead Handling Agent flagged as requiring human attention. Categories are assigned automatically by the agent based on the content of the conversation. This chart helps you understand which types of escalations are most common and may reveal patterns in customer intent, concerns, or agent limitations.

How to use this for analysis: Review escalation patterns to identify common customer objections or intents that the agent cannot handle autonomously. A high volume of a specific escalation type (e.g., trade-in or financing questions) indicates an opportunity to improve the agent's capabilities or hand-off process. Monitor whether escalations are being resolved quickly by your team—escalation volume without follow-through delays lead conversion.

Lead Source Performance

This section tracks how different lead sources perform when managed by the Lead Handling Agent. The breakdown includes leads sourced through Fullpath as well as other vendors' leads pulled directly from your dealership's VinSo CRM. Use this to compare source quality and agent effectiveness across different lead streams.

Export: You may download the Lead Source Performance report as a CSV file for further analysis or external use. Only users with Edit or Admin permissions may download the report.

How to use this for analysis: Compare conversion rates and appointment-set rates across lead sources to identify which sources deliver the highest-quality leads. If Fullpath-sourced leads significantly outperform other vendors, increase allocation to Fullpath. If a particular source has high contact and reply rates but low appointment rates, the issue may be lead freshness, inventory mismatch, or messaging fit for that cohort. Use the CSV export to build custom trend analysis or combine this data with your CRM for deeper insights.

UX Functionality Summary

Interactive elements on this page:

Date range picker: Filter all metrics and charts by 7 days, 30 days, month to date, 60 days, year to date, or custom range.
Channel filters: View performance data by SMS, Email, or both channels combined.
CSV export: Download the Lead Source Performance report as a CSV file (Edit or Admin permission required).
No sorting: Dashboard sections display data in a fixed order and cannot be re-sorted or rearranged.

Other Important Notes

All metrics respond to the date range picker at the top of the page, with the exception of Year to Date filters, which always display the full calendar year.
The Appointments Shown metric is populated only when a shopper confirms or the dealership records attendance. If your appointment tracking is not integrated with Fullpath, this metric may be incomplete.
Channel Performance and Lead Source Performance data are refreshed hourly. Real-time updates may have a slight delay.