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Agent Performance FAQ Guide

Get all your questions answered about how LeaseHawk measures agent performance.

Last Update:
January 11, 2024
Agent Performance


Have you ever called a company and heard a greeting that said something along the lines of, “This call may be recorded for quality and training purposes,”? Recording and evaluating phone calls are common in many industries—including the multifamily industry—to develop employee call skills, identify areas of improvement, recognize top talent, and track overall trends.

LeaseHawk records and evaluates phone calls to measure the performance of leasing teams. In the FAQs below, you’ll learn the basics to everything you need know about how we score calls, when calls are scored, and much more.

Frequently Asked Questions

How are calls scored?

LeaseHawk evaluates agent performance using a survey of best practices to score calls. There are two scoring methods that we offer our clients: manual scoring by our expert analysts or scoring powered by Artificial Intelligence (AI).

  • Expert Analysts: If your calls are scored by our expert (human) analysts, a sample of eligible prospect calls are evaluated per month. This scoring method provides greater flexibility in the evaluation process and the ability to use a custom survey. We recommend this scoring method for companies who use their scores for employee awards, rewards, and recognition purposes.
  • AI-Powered: If your calls are being scored using our AI (Artificial Intelligence), you can expect every eligible first-time prospect call, not just a sample, to be scored. We recommend this scoring method for companies who use their scores only for benchmarking overall performance and tracking overall trends.

Which calls are scored?

LeaseHawk makes every attempt to score first-time prospect calls. If either party mentions that the caller has made prior contact, is a resident, employee, vendor, etc., then the call will not be scored.

When are calls scored?

LeaseHawk makes every attempt to score calls evenly throughout the month.

Are all employees scored?

LeaseHawk makes every attempt to score calls evenly amongst your team members. However, we cannot guarantee that all employees are scored as only qualified calls are selected for scoring.

What are employee codes?

An employee code is a unique code that is assigned to each employee to attribute to the call. Employees are encouraged to enter their LeaseHawk employee code on the phone keypad after the caller hangs up to ensure that the proper scores are assigned to the correct leasing agent. This eliminates any confusion where properties have employees with the same first name. Properties using AI-powered scoring typically do not use employee codes.

Why do I see scored calls assigned to “Unknown Employee”?

If an employee does not enter their code and we are unable to assign the call due to no employee name listed or duplicate names, we will score the call and assign it to Unknown Employee. You may make a request for Unknown Employee calls not to be scored, but then it is critical that you submit current leasing agent rosters to LeaseHawk on a regular basis.

For more information, check out this training resource: How to Correct Unknown Employee Records.

How do I request new employee codes?

If you need a new employee code(s), please email us at as soon as possible, please include the following information:

  • First and last name of the new leasing agent
  • The new leasing agent's property assignment

For a complete list of employee codes, you may submit a current leasing agent roster for all sites.

To keep your scoring and employee codes accurate, please notify LeaseHawk of the following:

  • Property assignment changes
  • New leasing employees
  • Resignations/terminations
  • Employees who go by a nickname rather than their legal name
  • Employees who routinely answer the phone, but should not be scored (we will include "DNS" for Do Not Score)

What if I disagree with the score of a call?

If you disagree with your scored call performance, and with manager approval, you may challenge the score by emailing us at Your call challenge must include details of the objection in a written communication and include the following:

  • Company Name
  • Property Name
  • Employee Name
  • Unique Call ID
  • Date of Call
  • Timestamp of challenge within call (e.g. I fulfilled the requirement at 2:08 in the call)
  • Reason

Deadline for call challenges is the 8th of the following month.

When will scored calls be available in LeaseHawk Reporting?

If there are no call challenges, all scored calls will appear in reporting on or before the 10th of the following month.