Managing a team in Shape involves more than looking at sales results. Managers often need to understand whether users are logging in, receiving leads, making calls, responding to opportunities, participating in Shark Tanks, and staying available for the work being assigned to them.
Shape includes several user and activity reports that give managers visibility into different parts of that picture.
Depending on what you need to investigate, you can use Shape reporting to answer questions such as:
- When did a user last log in?
- Which users are actively using Shape?
- How many leads has each user received?
- How were those leads assigned?
- Who is claiming opportunities from Shark Tank?
- How many calls, texts, and emails are users completing?
- How much time are users spending on calls?
- Is a user available for lead distribution or inbound calls?
- Which user was originally assigned to a record?
- How long did it take for someone to first contact a lead?
- Which users are active or deactivated?
- What licenses or state eligibility does a user have?
- What user profile information is configured across different branches?
Rather than relying on a single activity metric, managers can use these reports together to understand adoption, workload, availability, distribution, and performance.
Choosing the Right User Report
Shape has several reports that look at users from different perspectives.
The right report depends on the question you’re trying to answer.
| If you want to understand… | Start with… |
|---|---|
| User profile information across branches | User Profile Details |
| When users last logged in | User Profile Details or User Access & Availability |
| Overall user activity | User Activity Tracking |
| Whether users can receive leads or inbound calls | User Access & Availability |
| How users are performing in Shark Tank | User Shark Tank Performance |
| How individual records were assigned | Contact Assignment & Distribution |
| Individual login sessions | Login Session History |
| Licensing information | Agent State Licensing |
| User data across branches | User Export |
User Profile Details Report
The User Profile Details Report gives managers and administrators a consolidated view of user profile information.
One of its biggest advantages for organizations with multiple branches is that the report can provide user information across branches rather than requiring an administrator to review each branch individually.
Depending on your configuration, profile information available in this report can include:
- Full Name
- Branch Name
- CRM ID
- Branch Code
- Company Name
- City
- State
- ZIP Code
- Created Date
- Modified Date
- Deactivation Date
- User Status
- User Role
- Department
- Job Title
- Mobile Phone
- License or NMLS information
- Division
- User License Cost
- Last Login Date
- Additional profile fields configured for your organization
Because Shape systems can contain custom user fields, the exact information available may vary.
Tracking Last Login Date
The Last Login Date gives managers a simple way to see the most recent time a user successfully logged into Shape.
This can be particularly useful during onboarding and adoption reviews.
For example, after rolling Shape out to 100 users, a manager can use Last Login Date to identify users who have not recently accessed the system rather than relying on users to report whether they completed onboarding.
Last Login Date can also be filtered and sorted, making it easier to identify users based on recent activity.
Reviewing Active and Deactivated Users
The User Profile Details Report includes user status and deactivation information.
Managers can filter the report when they want to focus only on active users or review users who have been deactivated.
This can be useful when auditing user access, reviewing staffing changes, or confirming that user records reflect the current organization.
Cross-Branch User Reporting
For organizations with multiple Shape branches, it is important to understand the difference between branch-level and cross-branch reporting.
The User Profile Details Report and User Export can provide information across branches.
Many other user reports are specific to the Shape system or branch being viewed.
The Manage Users page also provides useful user information, including Last Login Date, but it is intended for managing users within the current system rather than providing the same cross-branch reporting view.
For corporate administrators overseeing multiple branches, User Profile Details is often a better starting point when the question involves the organization as a whole.
User Activity Tracking Report
The User Activity Tracking Report provides a more operational view of what users are actually doing in Shape.
Instead of focusing on profile information, it brings together activity across lead assignment, communication, calling, and system usage.
Available information includes:
- User Name
- Last Login
- Last Logout
- Phone Preference
- New Leads Assigned
- Manually Assigned Leads
- Leads Claimed From Shark Tank
- Automation Assigned Leads
- Total Assigned Records
- Inbound Calls Accepted
- Total Talk Time
- Outbound Calls
- Texts Sent
- Emails Sent
This makes it one of the most useful reports for managers who want a broad view of team activity.
Measuring CRM Adoption
Activity volume can help managers understand whether users are actually working within Shape.
For example, a manager might see that a user has been assigned a significant number of new leads but has very little corresponding call, text, or email activity.
That doesn’t automatically mean the user is doing something wrong. There may be a legitimate reason for the difference.
But it gives the manager a specific situation to investigate.
Similarly, Last Login and Last Logout can provide useful context when activity appears unusually low.
The goal is not to evaluate a user from one metric. It’s to give managers enough information to ask better questions.
Understanding How Leads Are Being Assigned
The User Activity Tracking Report also breaks out several types of lead assignment, including:
- New Leads Assigned
- Manually Assigned Leads
- Leads Claimed From Shark Tank
- Automation Assigned Leads
This helps managers understand not only how much work users are receiving, but also where that work is coming from.
For example, two users may have similar total assigned-record counts while receiving those opportunities in very different ways.
One may receive most of their opportunities automatically, while another is actively claiming leads from Shark Tank.
That distinction can be important when evaluating workload and user behavior.
User Shark Tank Performance
For organizations using Shape’s Shark Tank functionality, the User Shark Tank Performance report provides a more focused view of individual user activity.
Information includes:
- User Name
- Total Assigned Leads
- Average Weekly Assigned Leads
- Total Lost to Shark Tank
- Total Claimed in Shark Tank
This can help managers understand how Shark Tank fits into each user’s overall lead flow.
For example, you can compare how many opportunities a user receives with how actively they claim additional opportunities from Shark Tank.
You can also identify leads lost back to Shark Tank, which may help managers evaluate follow-up behavior and lead-management processes.
Contact Assignment & Distribution Report
Sometimes the question isn’t “What is this user doing?” It’s “What happened to this particular lead?”
The Contact Assignment & Distribution Report provides record-level information about assignment and subsequent activity.
Available information includes:
- Lead ID
- Lead Name
- Source
- Created Date
- First User Assigned
- Current User Assigned
- Last Distribution Method
- Last Distribution Date & Time
- First Contact Date & Time
- Last Call Attempt
- Total Calls
- Last Status
This can be particularly helpful when investigating lead distribution, reassignment, speed to contact, and ownership.
Understanding Last Distribution Method
The Last Distribution Method helps explain how the record most recently reached its assigned user.
Depending on the workflow and configuration, this may identify methods such as manual assignment, bulk activity, Shark Tank, or a specific distribution process.
When a record was distributed through a named Shark Tank or distribution rule, Shape may display the applicable name to provide managers with more useful context about where the assignment originated.
The field is also available in supported list views, allowing managers to filter records based on distribution method.
Tracking Speed to First Contact
The Contact Assignment & Distribution Report includes First Contact Date & Time, which can help managers evaluate how quickly assigned opportunities are being worked.
Shape also supports a First Outbound Call date/time field in supported list and reporting views.
First Outbound Call specifically stamps the date and time of the first outbound call made through Shape and does not continually update with subsequent calls.
This is useful when a manager wants to measure “How quickly did we actually make the first outbound call?” rather than relying on a broader contact metric that may include other types of activity.
User Access & Availability Report
Sometimes low activity or missing assignments are caused by configuration rather than user behavior.
The User Access & Availability Report helps managers understand how users are currently configured for calling and lead distribution.
Available information includes:
- User Name
- Team
- Call Monitoring
- Lead Distribution Availability
- Inbound Call Availability
- Local Presence
- Caller ID
- Call Mode
- Last Login Date
- Last Password Reset Date
This report can be especially helpful when troubleshooting questions such as “Why isn’t this person receiving leads?” or “Why aren’t inbound calls reaching this user?”
Before assuming there is a problem with a distribution rule or inbound call route, check the user’s availability and calling configuration.
Lead and Call Availability
Shape allows users to control applicable lead and call availability settings.
Administrators can also manage these settings from Manage Users.
Because availability directly affects workflows such as lead distribution and inbound calling, managers should review these settings when activity does not match expectations.
For detailed instructions on configuring availability, refer to the dedicated Shape guide for User Lead and Call Availability.
Login Session History
For more detailed login activity, Shape also provides Login Session History.
Available information includes:
- User ID
- Name
- Sessions
- Phone
- Status
- Action
This is useful when you need more detailed session information than simply knowing a user’s most recent login date.
For general adoption reviews, Last Login Date is usually the simpler metric.
For more specific login questions, Login Session History provides additional detail.
Agent State Licensing Report
Organizations operating across multiple states may also need visibility into user licensing.
The Agent State Licensing Report provides licensing and user information such as:
- Full Name
- License Number
- State License
- Title
- Company
- Branch
- Team Name
- Mobile Phone
- City
- State
- Website
This gives managers and administrators a centralized place to review state licensing information stored in Shape.
User Export
The User Export provides another cross-branch option for reviewing user information.
Depending on your configuration, exported information can include:
- First Name
- Last Name
- Full Name
- Title
- Work Phone
- Mobile Phone
- License Number
- Company Name
- Website URL
- Alternate Application Link
- Booking Link
- LOS or integration identifiers
- Branch Name
- CRM ID
- Address
- City
- State
- ZIP Code
- State Eligibility
- Department
- User Status
This can be useful when administrators need to review user configuration outside of Shape or reconcile user information across a larger organization.
Manage Users vs. User Reports
The Manage Users page and user reports serve different purposes.
Use Manage Users when you need to review or modify individual users within the current Shape system.
Depending on your permissions, administrators can manage settings such as user information and lead or call availability from this area.
Use user reports when you want to analyze users, compare activity, review historical information, or gain broader visibility.
For organizations with multiple branches, reports such as User Profile Details can also provide cross-branch visibility that isn’t available from an individual branch’s Manage Users page.
How Managers Can Use Shape’s User Reports Together
The reports become much more useful when you use them to investigate a question rather than treating each one as an isolated dashboard.
For example, suppose a manager notices that an LO has received plenty of leads but has very little activity.
Start with User Activity Tracking. You confirm that the user has received new leads but has few outbound calls, texts, or emails.
Next, check Last Login Date. If they haven’t logged in recently, you may have an adoption or onboarding issue.
If they have been logging in, review User Access & Availability. Perhaps Lead Distribution Availability or their calling configuration isn’t set as expected.
If the question is about specific leads, move to Contact Assignment & Distribution to review when those records were assigned, how they were distributed, who originally received them, and when first contact occurred.
Instead of relying on assumptions, each report adds another piece of context.
Best Practices for Manager Reporting
Start With the Question You’re Trying to Answer
Don’t try to monitor every metric at once.
If you’re reviewing CRM adoption, start with login and activity data.
If you’re troubleshooting lead flow, start with assignment and availability.
If you’re reviewing Shark Tank participation, use the dedicated Shark Tank performance data.
Look at Activity in Context
Calls, texts, emails, assignments, and login activity tell different parts of the story.
Avoid evaluating performance from a single number.
A user’s role, assigned volume, workflow, and responsibilities can all affect what normal activity looks like.
Review Availability When Distribution Looks Wrong
If someone isn’t receiving expected leads or inbound calls, check their availability settings before assuming there is a problem with the distribution rule or call route.
Use Cross-Branch Reporting for Organization-Wide Reviews
If you manage multiple branches, use User Profile Details or User Export when you need a broader view rather than reviewing each branch separately.
Review New Users After Onboarding
Last Login Date is a simple way to confirm whether newly onboarded users have actually accessed Shape.
Pair that with User Activity Tracking to see whether they’re beginning to use the system after logging in.
Frequently Asked Questions
How Can I See When a User Last Logged Into Shape?+
Last Login Date is available in areas including the User Profile Details Report, User Access & Availability Report, and Manage Users.
For organizations with multiple branches, User Profile Details can provide a broader cross-branch view.
How Can I Track User Activity in Shape?+
Use the User Activity Tracking Report.
It includes activity such as assigned leads, Shark Tank claims, inbound calls, talk time, outbound calls, texts, emails, and login information.
Can I See User Activity Across Multiple Branches?+
Some reports are system-specific, while others provide cross-branch visibility.
The User Profile Details Report and User Export support cross-branch user information.
How Can I Tell Why Someone Isn’t Receiving Leads?+
Review the User Access & Availability Report and the user’s settings in Manage Users.
Check Lead Distribution Availability and other applicable configuration before troubleshooting the distribution rule itself.
How Can I Tell Why Someone Isn’t Receiving Inbound Calls?+
Review Inbound Call Availability and the user’s calling configuration in User Access & Availability.
You can then investigate the inbound route itself if the user’s settings appear correct.
Can I See How a Lead Was Assigned?+
Yes. The Contact Assignment & Distribution Report includes the Last Distribution Method, Last Distribution Date & Time, first assigned user, and current assigned user.
Can I See Which Shark Tank Assigned a Lead?+
When applicable, Last Distribution Method should display the specific Shark Tank associated with the distribution rather than only a generic Shark Tank designation.
Can I Measure Speed to First Call?+
Shape supports a First Outbound Call date/time field in supported list and reporting views.
This records the first outbound call made through Shape, giving managers a specific timestamp for measuring speed to first outbound call.
Can I See Which Users Are Active or Deactivated?+
Yes. The User Profile Details Report includes user status and deactivation information and can be filtered when you want to focus on a particular user status.
Can Managers Change User Availability?+
Administrators with the appropriate access can manage applicable lead and call availability settings through Manage Users.
Users may also be able to control their own availability based on your configuration.
Get a Clearer Picture of How Your Team Uses Shape
No single activity number tells you whether a team is using a CRM effectively.
Shape’s manager reporting gives you several ways to look at the same operation: who is logging in, who is receiving opportunities, how those opportunities are being distributed, how users are communicating, whether they’re available for new work, and what happens after a lead reaches them.
Use the reports individually when you have a specific question, or combine them when you need to understand the bigger picture.
That gives managers a much more useful view of adoption, accountability, workload, and day-to-day activity without having to rely on guesswork.