A good Activity Index for a dealer platform must do three things at once:

1. Be fair (no gaming, no “click inflation”)

2. Be actionable for the boss

3. Encourage the right behavior without micromanagement

First: what the Activity Index is (and is not)

It is NOT:

• Time spent logged in

• Number of clicks

• Number of messages sent

• “Busyness”

It IS:

A weighted signal of how reliably and quickly a person removes friction between a buyer and a sold car.

Core principle: “Time-to-Resolution beats Volume”

Everything you listed shares one common property:

A problem appears → someone resolves it

Our index is be based on resolution velocity and consistency, not raw counts.

The four measurable activity domains

We have defined four domains, each scored independently, then combined.

Domain A — Customer Response (MOST IMPORTANT)

Weight: 45–50%

Why? Because this directly impacts sales.

Metric:
⏱️ Median First Response Time (not average)

Why median?

• Prevents gaming

• One bad day doesn’t kill the score

• Dealers intuitively accept it

Scoring example:

Optional bonus:

• +5 points if responses happen outside business hours

• +5 points if follow-up happens within 24h

Domain B — Data Conflict Resolution

Weight: 15–20%

Conflicts slow visibility → slow sales.

Metric:
⏱️ Average Resolution Time per Conflict
Only count conflicts that were assigned to this person.

Score logic (example):

Important:

• No penalty if there were no conflicts

• Neutral score (e.g. 70) if none occurred

Domain C — Duplicate Resolution

Weight: 10–15%

Duplicates hurt trust and ranking, but are less frequent.

Same structure as conflicts, slightly lower expectations.

Domain D — “Actions Required Today”

Weight: 15–20%

This is your platform discipline metric.

Metric:
✅ Completion Rate within SLA

Define an SLA, e.g.:

• “Today” = before end of business day

Let’s translate the numbers in “human language”:

• 90–100% → excellent

• 70–89% → good

• 50–69% → weak

• <50% → critical

Final Activity Index

“Activity Index: 82 – Very Active”

• 85–100 → Excellent

• 70–84 → Solid

• 50–69 → Needs attention

• <50 → At risk

Out anti-gaming protections

We adhere to:

• Ignore message length (no “ok” spam)

• Only count first response, not total messages

• Cap daily scores (no 200% days)

• Use rolling 14–30 day windows