Opscotch — Employee Training Manual

PRE Before You Start Training

📋 Trainer prep checklist

Make sure the trainee has all of the following before the session begins.

Access confirmed for the correct role (Rep, Manager, or Owner) — check with your admin if unsure

A test contact in the system they can practice with (or create one during training)

Screenshots added to this document where placeholders appear

01 What Is Opscotch? 5 min

What to say to the trainee:

"Opscotch is the system that tracks every appointment your sales reps work. Right now, we're rolling this out specifically for the call center leads that get assigned to reps. Every time a rep dispos an appointment — whether it's a no-show, qualified, sold, or anything else — Opscotch sees it and updates the numbers automatically. You don't have to enter data twice. You just dispo, and the system handles the rest."

The one thing they need to understand before anything else

🎯 The Core Concept

Everything flows through the Appointment Dispo dropdown. It's the single most important field in the entire system. When a rep changes it, Opscotch automatically:

Moves the opportunity to the right pipeline stage
Updates all the contact's tags and fields
Marks the appointment status on the calendar
Records the outcome in the dashboard

No other field matters as much as this one.

Appointment Dispo dropdown — all options visible

✅ Knowledge Check

Ask: "If a rep just finished their first sit and the customer qualified — what do they do?"

Go to the opportunity
Change the Appointment Dispo dropdown
Select QD

02 Logging In 5 min

Dashboard URL: login.opscotch.app

Role	What they can see
Rep	Their own leads and their row on the Leaderboard
Manager	Full team funnel, leaderboard, cohorts, and all leads
Owner	Everything + the Setup tab

📸 ADD SCREENSHOT
Dashboard login screen at login.opscotch.app

📸 ADD SCREENSHOT
Dashboard home after login — top nav tabs visible

✅ Knowledge Check

Have the trainee log in themselves
Confirm they land on the correct view for their role

03 Role Training

For trainers

Jump to the section for the trainee's role. If they cover multiple roles, work through them in order.

📞

Call Center Rep

Outbound calling — books pitched prospects onto the calendar on the spot

The one thing you do: book on the Leader Generation - New Lead (Solar) calendar

How CC Reps work

You live on the calendar while making outbound calls. You're not searching contacts or managing opportunities — you're dialing. When someone agrees to an appointment, you book them right then and there on the spot.

As soon as you have a prospect on the line who's ready to book — open the Leader Generation - New Lead (Solar) calendar and schedule the appointment. The system handles everything else automatically.

Get a prospect on the line and pitch them
Open the Leader Generation - New Lead (Solar) calendar
Book the appointment on the spot while they're still on the phone

What happens automatically

The moment you save that appointment, the system:

Creates a new sales opportunity for the contact
Places it in the New Lead stage of the pipeline
Adds it to today's "Leads Set" count on the dashboard

Leader Generation - New Lead (Solar) calendar — booking a prospect on the spot

Pipeline view — New Lead and Assigned stages with booked opportunities

🔁

Lead Assignment

Seth & Laura only — assigning booked leads to the right sales rep

⚠️ Read this carefully before reassigning

Reassigning is handled by Seth and Laura only — not reps. If you reassign to someone who doesn't have availability at that time, GHL will automatically change the appointment time. Always double-check that the time stayed the same after saving.

Open the New Lead appointment on the calendar
Change the calendar from Leader Generation - New Lead (Solar) to Leader Generation - Assigned (Solar)
Change the rep to the correct sales rep
Double-check the time didn't change — if the rep doesn't have that slot available, GHL will silently shift the time
Save

What happens automatically

The opportunity moves to Assigned stage. From here it's entirely on the rep to take it the rest of the way.

🚫 Never Do This

Don't book on the wrong calendar — it must be Leader Generation - New Lead (Solar) or no opportunity is created
Don't manually create opportunities — booking the appointment handles it
Don't reassign leads — that's Seth and Laura's job only
Don't ignore a time change after reassigning — always verify the time stayed the same

✅ Practice Exercise

Have the trainee book a test lead on the Leader Generation - New Lead (Solar) calendar
Confirm the opportunity appears in the pipeline in the New Lead stage

🤝

Sales Rep

Takes leads from CC, attends appointments, dispos every outcome

Step 1 — Accept a new lead

Your lead is already booked

The call center rep books the first sit. Seth or Laura then reassigns it to you on the Leader Generation - Assigned (Solar) calendar. By the time it reaches you, the appointment is already set — just show up and run the appointment.

What you'll see

An opportunity in the Assigned stage with your name on it and an appointment already on your calendar.

Step 2 — Dispo every appointment Most important action

⚡ Rule

After every appointment, go to the opportunity and change the Appointment Dispo dropdown. Do this within a few minutes of the appointment ending.

What happened	Dispo to select
First sit done, credit passed	QD
Deal closed	Sold
You pitched, customer said no	Pitch Miss
Customer didn't show	No Show
Customer cancelled, going back to CC	Cancelled
Credit check failed	Credit Fail
Customer declined before pitch	Rejected By Lead
Bad roof or structure	DQ Structure
Too much shade	DQ Shade
Customer is a renter	DQ Renter

📸 ADD SCREENSHOT
Appointment Dispo dropdown open on an opportunity — all options visible

After you select a dispo, within seconds you'll see

The opportunity move to the matching stage in the pipeline
The appointment on your calendar get the right status (Showed, No Show, etc.)
Your numbers update on the Leaderboard on next refresh

Step 3 — Schedule the second sit (QD leads only)

Important

Don't manually book a second sit on the calendar. Fill in two fields on the opportunity instead — the system creates the appointment automatically.

On the QD opportunity, fill in Second Sit Date
Fill in Second Sit Time
Save

What happens automatically

The system creates a 1-hour appointment on your Follow Up calendar titled "Second Sit — [Contact Name]." The opportunity stays in QD until you dispo the second sit.

📸 ADD SCREENSHOT
Opportunity with Second Sit Date + Time fields filled in

📸 ADD SCREENSHOT
Follow Up calendar showing the auto-created Second Sit appointment

Step 4 — Reschedule an appointment

Open the existing appointment on your Leader Generation - Assigned (Solar) calendar
Change the date or time
Save

What happens automatically

The opportunity moves to Reschedule Set and the Reschedule Count on the contact increments by 1.

⚠️ Important — Reschedule Needed with no date set

If a lead is sitting in Reschedule Needed (no date booked) and you suddenly get a date out of them — don't create a new appointment. Go to their contact page, find the existing cancelled appointment, and update it:

Open the contact page
Find the cancelled appointment under their contact activity
Change the date and time to the new slot
Mark it Confirmed
Save

The opportunity will automatically move to Reschedule Set and you're ready to roll. Do not create a new appointment — always update the existing one.

🚫 Never Do This

Never drag opportunities between pipeline stages manually. Always use the Appointment Dispo dropdown — dragging skips critical background updates.
Never edit "Last Dispo Stage" or "Reschedule Count" yourself — the system manages them and will overwrite any manual changes.
Never delete an opportunity that has history — it breaks the reporting records.

✅ Full Practice Run

Find a test lead in the pipeline
Change the Appointment Dispo to QD — confirm the stage moves
Fill in Second Sit Date and Second Sit Time
Confirm the Follow Up appointment was created automatically

📊

Manager

Reads team numbers, coaches reps, spots problems early

Your role

You don't take rep actions directly. You use the dashboard to see everything happening across the team.

📸 ADD SCREENSHOT
Dashboard top nav — all tabs visible: Funnel, Lead Cohorts, Leaderboard, Leads, Logs & Health, Setup

Tab 1 — Funnel

The big picture for any date range you choose.

📸 ADD SCREENSHOT
Funnel page — KPI cards: Leads Set, Assigned, Showed, QDs, Sold

Card	What it means
Leads Set	New leads booked in the date range
Assigned	Leads handed to a rep
Showed	Leads where the rep actually sat with the customer
QDs	Leads that passed credit and qualified
Sold	Deals closed

⚠️ Date range note

The funnel uses event date, not lead creation date. A lead created yesterday that sold today shows up in today's Sold count — not yesterday's.

Tab 2 — Lead Cohorts

Answers: "Out of the leads we got on [date], what happened to them?" Groups leads by creation date. Best tab for measuring true conversion rates over time.

📸 ADD SCREENSHOT
Lead Cohorts page — cohort table with contact names, stages, and days

Tab 3 — Leaderboard

Per-rep scoreboard: Leads, Sits, QDs, Sold, and conversion rates between each stage.

💡 Pro tip

Click any rep's row to expand it and see every lead assigned to them — contact names, current stage, days since assigned, and last activity. Click a contact name to open them directly.

📸 ADD SCREENSHOT
Leaderboard — per-team tables, 👑 leader badges, one row expanded showing leads

Tab 4 — Leads

Search any contact by name or email. Click a row to see their full history — every stage change, every dispo, in order.

📸 ADD SCREENSHOT
Leads page — search box, contact list, one contact's timeline drawer open

Tab 5 — Logs & Health

If something looks broken or a number seems off, check here first. Shows webhook processing status and any drift between the system and the underlying data.

✅ Knowledge Check

Find today's Sold count on the Funnel
Find which rep has the highest QD→Sold rate on the Leaderboard
Click a rep's row and open one of their leads

🏢

Owner

Everything Managers have + Teams and Setup

Teams (Leaderboard page)

📸 ADD SCREENSHOT
Teams modal — Main Company section + 2 teams with rep pills

Click 👥 Teams at the top right of the Leaderboard
Click + New Team, give it a name, save
Drag rep pills from Main Company into the team
Set one rep as team leader — they get the 👑 badge

What happens automatically

The Leaderboard immediately re-renders with per-team tables. Unassigned reps stay under Main Company.

Setup tab

📸 ADD SCREENSHOT
Setup page — four sub-tabs visible: Pipelines, Calendars, Fields, Reps

Sub-tab	What it does
Pipelines	View your Sales and DQ pipelines
Calendars	Link calendars to roles (Leader Generation - New Lead (Solar), Leader Generation - Assigned (Solar), Second Sit)
Fields	Read-only view of all mapped custom fields
Reps	Read-only list of all users, synced daily

04 Full Example Walkthrough 10 min

Walk the trainee through this end-to-end scenario. It covers every major action in one story.

The lead

Contact: Amelia Bailey — a real solar prospect going all the way from first call to closed deal.

📞

9:00 AM

CC books the lead

Call center rep takes Amelia's call and books her on the Leader Generation - New Lead (Solar) calendar.

Opportunity created — stage: New Lead
Funnel: Leads Set +1

📅

10:15 AM

Seth assigns the lead to Jake

Seth opens the New Lead appointment on the calendar, switches it to Leader Generation - Assigned (Solar), and assigns it to Jake. He double-checks the time didn't change after saving.

Opportunity moves to Assigned
Jake set as assigned rep
Appointment now on Jake's calendar — he just shows up

✅

2:45 PM

Jake disposes as QD

First sit done. Credit passed. Jake changes Appointment Dispo → QD.

Opportunity moves to QD
2:00 PM appointment marked Showed
Leaderboard: Jake's QDs +1

🗓️

2:47 PM

Jake schedules the second sit

Jake fills in Second Sit Date (tomorrow) and Second Sit Time (6:00 PM) on the opportunity.

System auto-creates 1-hour Follow Up appointment
Opportunity stays in QD

🏆

Next day, 7:15 PM

Jake disposes as Sold

Second sit done. Deal closed. Jake changes Appointment Dispo → Sold.

Opportunity moves to Sold
Both appointments marked Showed
Funnel: Sold +1, all rates update
Leaderboard: Jake's Sold +1

What the dashboard shows

View	What you see
Funnel (today)	1 Lead Set · 1 Assigned · 1 Showed · 1 QD · 1 Sold
Lead Cohorts	Amelia in today's cohort, outcome = Sold, 0 days
Leaderboard	Jake +1 across every column — all rates 100%
Leads page	Amelia's timeline: 4 events (New Lead → Assigned → QD → Sold)

05 Common Problems & Fixes

Share this section with trainees so they can self-serve before contacting the admin.

"I dispo'd but the stage didn't move"

Wait 30 seconds — the system can take that long
Refresh the page
If still stuck, contact your admin

"The dashboard number doesn't match what I see"

Check your date range filter. The dashboard uses event date. A lead created yesterday that sold today shows in today's numbers, not yesterday's. Lead Cohorts uses creation date — the other tabs use event date.

"My Second Sit didn't auto-book"

Are BOTH Second Sit Date AND Second Sit Time filled in? Both fields are required.
Is the opportunity in the QD stage?
Wait 10 seconds, then refresh the calendar.

"Appointment still says Confirmed after I disposed Sold"

By design — the system only marks an appointment as Showed if the start time has already passed. In real production use, reps dispo after the appointment ends, so this won't be an issue.

"Reschedule count jumped by 2 instead of 1"

This was a known bug that has been fixed. Refresh your page. If it keeps happening, contact your admin.

"I disposed as DQ Structure but it's still in the Sales pipeline"

DQ dispos move the opportunity to a separate DQ Pipeline, not the Sales pipeline. Check that pipeline. If it's not there, contact your admin to verify the Setup tab.

"Wrong rep is showing as assigned on the Leaderboard"

The assigned rep is whoever was in the Assigned To field at the time each event fired. If a lead was transferred, events before the transfer credit the original rep; events after credit the new rep. This is by design — it reflects who actually worked the lead.

"My Sold number shows 0 on the Leaderboard"

Check the date range. If you sold yesterday and the filter is set to Today, you won't see it. Switch to 7d to confirm.

"I set the Appointment Dispo but it reverted back"

An automation in the account might be overwriting the field. Check your workflows.
If you changed it twice within 5 minutes, the system's dedup bucket may have skipped the second write. Wait 5+ minutes and try again.

"A lead is stuck in 'received' on the Health page"

The system started processing a webhook but didn't finish. Contact your admin — it usually resolves on its own within 5 minutes via the automatic retry.

06 Glossary

Term	Meaning
Opp / Opportunity	A sales record tied to a contact. One contact can have multiple opps over time.
Dispo / Disposition	The outcome of an appointment — QD, Sold, Pitch Miss, etc.
Sit	An appointment where the rep meets the customer
First Sit	The initial sales conversation, booked on Leader Generation - Assigned (Solar)
Second Sit	The follow-up after a QD, auto-booked on the Follow Up calendar
QD	Qualified — first sit complete, credit passed
DQ	Disqualified — lead is not viable (structure, shade, or renter)
Pipeline	A series of stages an opportunity moves through
Stage	A single step in the pipeline (New Lead, Assigned, QD, Sold…)
Dispo event	A recorded log of every stage change — this is what powers the dashboard
Window / Date range	The time period selected on the dashboard filter bar
Cohort	A group of leads organized by the date they were created

Opscotch Employee Training Manual

PRE Before You Start Training

01 What Is Opscotch? 5 min

The one thing they need to understand before anything else

02 Logging In 5 min

03 Role Training

The one thing you do: book on the Leader Generation - New Lead (Solar) calendar

Step 1 — Accept a new lead

Step 2 — Dispo every appointment Most important action

Step 3 — Schedule the second sit (QD leads only)

Step 4 — Reschedule an appointment

Tab 1 — Funnel

Tab 2 — Lead Cohorts

Tab 3 — Leaderboard

Tab 4 — Leads

Tab 5 — Logs & Health

Teams (Leaderboard page)

Setup tab

04 Full Example Walkthrough 10 min

What the dashboard shows

05 Common Problems & Fixes

06 Glossary

✓ Trainer Sign-Off Checklist