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How to Monitor SDR Team Performance in Knock

How to Monitor SDR Team Performance in Knock

How to Monitor SDR Team Performance in Knock

As a sales leader, you need to ensure your SDR team is responding fast, focusing on qualified leads, and consistently driving pipeline. Knock gives you real-time visibility into rep performance and helps you spot when to step in and support.

What You Can Track with Knock

With Knock, SDR managers can:

  • Monitor response times for every lead conversation
  • See if reps are spending time on unqualified leads
  • Drill into specific conversations for quality review
  • Join live chats if a rep needs support
  • Identify which reps are generating the most pipeline and improving over time

How to Monitor SDR Performance Step-by-Step

Step 1: Join the Knock Knock Updates Slack Channel

This is your real-time feed of all incoming lead conversations.

For each new lead, you’ll see:

  • The assigned rep (based on routing rules)
  • Enriched lead data: name, role, company, size, industry, location, and intent score
  • CRM status: is the lead already in your system?
  • The actual message(s) the lead sent to your team

Step 2: Review Response Times and Rep Engagement

You can drill into any conversation thread in Slack to:

  • See how long it took a rep to respond
  • View who responded (multiple reps may join depending on your routing setup)
  • Monitor the quality and tone of the conversation

Step 3: Ensure No Lead Goes Unanswered

Knock automatically flags conversations that go unanswered:

  • If no one responds within 3 minutes, the thread is highlighted in yellow and pinned in the Slack channel bookmarks
  • Once a rep replies, the conversation is automatically un-pinned
  • You can also run /find-lead in Slack to search by lead status, name, company, or rep

Track Rep Performance in the Knock Dashboard

Open the Knock Dashboard and go to the Connections tab.

There, you can:

  • Compare response times across reps
  • View rep performance over time
  • Identify who is converting leads into pipeline most effectively
  • Spot reps who may need coaching or support
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View Rep Data in Your CRM

Knock also updates rep performance fields directly in your CRM (e.g., Salesforce, HubSpot):

  • Knock: Rep Owner – The rep assigned via routing
  • Knock: Responding Rep – The rep who actually replied
  • Knock: Rep Response Time – Time (in minutes) it took to respond
    • Excludes out-of-office hours and bot-handled rejections

This makes it easy to run performance reports inside your CRM or BI tools.

Summary

With Knock, you can:

  • Monitor SDR activity and lead response times in real time
  • Make sure no lead is left unanswered
  • Evaluate conversation quality across your team
  • Identify top performers and coaching opportunities
  • Sync all performance data to your CRM

Stay close to the funnel, ensure quality, and scale your SDR team with confidence.