How do I compare reps fairly when they get different lead sources and shifts?

Blended booking rates measure the queue, not the person

Lead sources convert at very different rates. Service calls from a repeat customer convert at one rate, calls from a broad-match paid search campaign at another, calls from a coupon offer at a third. Give two identical reps different mixes and their blended numbers will differ substantially with no difference in skill.

Shift compounds it. Early morning calls and evening calls carry different urgency and different caller types. So does day of week. Any single blended number quietly encodes all of that.

Mix-adjust with the team mix, not the rep mix

The standard fix is to compute booking rate inside each cell for each rep, then recombine using a common set of weights: the whole team's call mix. That answers the question you actually care about, which is how each rep would perform on an average queue.

The formula is simple enough to run in a spreadsheet. For each rep, multiply their booking rate in each cell by the team's share of calls in that cell, then sum. Reps whose ranking changes a lot between raw and adjusted numbers are the ones whose queue was doing the work.

Cells get small fast, and that is the real constraint

Splitting by source, daypart and call type multiplies quickly, and with sampled QA most cells end up with too few calls to mean anything. That is why mix adjustment is usually discussed and rarely done.

Full-coverage scoring is what makes it practical, because every call lands in a cell instead of a sample of calls landing in a few. Start with the coarsest split that matters in your business, usually lead source alone, and only add dimensions when the cells stay large enough to be stable. Getting source, call and job data into one place first is the integration step that makes any of this possible.

Some mix differences are decisions, not accidents

Routing is often deliberate. Senior reps get the harder calls, new reps get the easy ones, and a specific person handles commercial inquiries. Adjusting that away entirely can hide a real staffing problem.

Report both: the raw number, which reflects what the business actually got from that seat, and the adjusted number, which reflects handling skill. The gap between them is itself a finding about how you route calls, and it belongs in the operations view of your source-level reporting rather than in a coaching conversation.