View your agency's performance score in eCourtDate to understand how effectively your agency is using the platform. The score reflects your activity levels and message delivery success, helping you identify areas for improvement.

### Overview

The agency performance score provides a summary rating based on key metrics such as message delivery rates, platform activity, and feature adoption. The score is calculated automatically and updated periodically, giving your leadership team an objective measure of how well your agency is leveraging eCourtDate.

The performance score is broken down into individual metrics so you can pinpoint exactly where your agency excels and where there is room to improve. Whether you are preparing for a quarterly review, benchmarking against goals, or simply looking to boost delivery rates, the performance score gives you the data you need in one place.

### Prerequisites

Before reviewing your agency performance score, make sure you have:

- An active eCourtDate user account with admin-level access to your agency
- Access to the **Dashboard** or **Settings** area where the performance score is displayed
- An agency that has been active long enough to generate score data (typically after sending your first batch of messages)

### How-To Steps

#### Viewing Your Overall Score

1. Log in to your [eCourtDate agency](https://app.ecourtdate.com).
2. Navigate to the **Dashboard** by clicking **Dashboard** in the top navigation bar.
3. Locate the **Agency Performance Score** section. Your overall score is displayed as a numerical value along with a rating label (such as Excellent, Good, Fair, or Needs Improvement).
4. Note the date and time when the score was last calculated, displayed below the score.

#### Reviewing the Score Breakdown

1. From the **Agency Performance Score** section, review the individual metrics that contribute to your overall score.
2. Each metric displays its own value and a brief explanation of what it measures. Common metrics include:

| Metric | What It Measures |
|--------|-----------------|
| Message Delivery Rate | Percentage of messages successfully delivered to recipients |
| Platform Activity | Frequency of logins, record creation, and feature usage |
| Contact Coverage | Percentage of clients with valid contact information on file |
| Response Rate | Rate at which inbound messages receive a reply |
| Feature Adoption | How many available platform features your agency actively uses |

3. Identify any metrics with lower scores. These represent your best opportunities for improvement.

#### Tracking Score Changes Over Time

1. Check the **Last Calculated** timestamp to see when the score was most recently updated.
2. Make a note of your current score before implementing changes so you can measure progress.
3. After taking action to improve a specific metric (for example, cleaning up invalid phone numbers to improve delivery rates), check back after the next score calculation to see the impact.

### What to Expect

Your performance score updates periodically based on your agency's recent activity and message data. After making improvements, such as adding missing contact information or increasing message volume, you should see your score reflect those changes at the next calculation cycle.

The score is a directional tool, not a pass/fail grade. Use it to guide your agency's ongoing optimization rather than as a one-time benchmark.

### Best Practices

- **Review your score regularly.** Check your performance score at least monthly, or after any significant change in operations, to catch downward trends early.
- **Focus on the lowest-scoring metrics first.** Improving your weakest metric has the greatest impact on your overall score. If contact coverage is low, prioritize adding valid phone numbers and email addresses to client records.
- **Clean up contact data proactively.** Invalid phone numbers and email addresses drag down your delivery rate. Use the [reverse lookup tool](/how-to-run-reverse-lookups) to validate contact information before sending messages.
- **Encourage staff to use the platform daily.** Platform activity contributes to your score. Ensure your team logs in regularly, creates records through the system (rather than external tools), and uses features like auto messages and flows.
- **Document your improvement plan.** Share your score breakdown with stakeholders and create a timeline for addressing each metric. This helps with accountability and demonstrates progress during reviews.

### Frequently Asked Questions

**Q: How often is the performance score recalculated?**
A: The score is recalculated on a regular schedule. The **Last Calculated** timestamp on the score display shows exactly when the most recent calculation occurred. Improvements you make between calculations will be reflected at the next update.

**Q: Can I see performance scores for individual users?**
A: The performance score is calculated at the agency level, not the individual user level. It reflects the combined activity and outcomes of all users in your agency.

**Q: What is considered a good performance score?**
A: Scores vary based on agency size and activity. Generally, a rating of "Good" or "Excellent" indicates your agency is actively using the platform and achieving strong delivery rates. If your rating is "Fair" or "Needs Improvement," review the metric breakdown to identify specific areas to address.

**Q: Does the performance score affect my billing or plan?**
A: No. The performance score is an informational tool. It does not impact your billing, plan, or access to features. It exists to help your agency optimize its use of the platform.

**Q: Why did my score decrease even though I did not change anything?**
A: Score decreases can result from external factors such as carrier filtering that lowers delivery rates, expired phone numbers, or a drop in platform activity. Review the individual metric breakdown to identify the source of the change.

### Troubleshooting

**Issue:** Performance score is not displaying on the **Dashboard**.
**Symptoms:** The **Agency Performance Score** section is blank or missing from your **Dashboard**.
**Solution:**

1. Verify you are logged in with an account that has admin-level access. Non-admin users may not see the performance score.
2. Confirm your agency has been active long enough to generate score data. New agencies may not have a score until after initial messaging activity.
3. Refresh the page and check again.
4. If the score still does not appear, sign in to eCourtDate and create a support ticket by clicking the ticket button in the bottom right corner of the screen.

**Issue:** Score does not reflect recent improvements.
**Symptoms:** You have taken action to improve a specific metric (such as adding contact information), but the score has not changed.
**Solution:**

1. Check the **Last Calculated** timestamp. If the score has not been recalculated since your changes, wait for the next update cycle.
2. Verify that your changes were saved correctly. For example, confirm updated phone numbers are valid and associated with the correct client records.
3. If the score remains unchanged after multiple calculation cycles, contact support for assistance.

### Related Articles

- [How to Create Data Dashboards](/how-to-create-data-dashboards)
- [How to Create Reports](/how-to-create-reports)