Each of these changes how the numbers are calculated, not just what they are called.
Timezone is a display choice. Whether a follow-up was on time, late or missed is always judged on the underlying Eastern values, so switching the view can never change a verdict.
Grading & timing rules
The logic this board actually runs, not a description of it.
Follow-up timing
Only phone follow-ups are tracked as called / not called. Email, text and general follow-ups are marked Not tracked.
Called within 20 minutes of the due time → On time. Later the same day → Late, with the overshoot in minutes.
No call yet, due time passed → Missed. While the day is still running this is provisional: it flips to Late the moment a call lands, and only hardens once the day is complete.
Follow-ups set for a general part of day use windows: Morning 09:00–11:00, Afternoon 11:00–14:00, Evening 14:00–18:00 ET. On time = inside the window; after it = late.
Reschedules and cancellations
A reschedule never creates a new appointment row. It walks back to the original setter call — however many weeks ago — rewrites the day and time, and adds an RS badge with a count. Every prior time stays in the row's history.
Cancellations are picked up from a call, a CRM appointment-status change, or an inbound email, and the source is recorded. The setter call is relabelled, not deleted.
What gets graded
Full set call — every section is graded. A section the SDR never attempted on a call that reached a booking is a 1/5, not an N/A.
Disqualified — the SDR is not graded at all, however long the call ran. Breaking process after finding a hard disqualifier is correct behaviour. The prospect is still graded.
FU Set — only the sections the SDR actually reached are graded; the rest are N/A, because their job is to reach them on the follow-up.
On the follow-up call — sections already covered are N/A again, so the SDR isn't double-graded. But if the follow-up ends in a booking and a section was never covered across either call, it is forced to 1/5 and flagged missed completely between calls.
The SDR grade is the mean of graded sections only; N/A sections don't dilute it. It sits in front of the section scores.
Show and close detection
A booked sales call is marked Showed when a Fathom transcript lands on the CRM record within the meeting window. No transcript by the end of the window → No show. The tell varies by client; this one uses the recording upload.