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Analytics & Reports

The Analytics section provides comprehensive reporting capabilities to analyze your marketing performance, call center operations, SMS campaigns, and agent productivity through a variety of pre-built reports.

Accessing Reports​

  1. Navigate to Reports in the main menu
  2. Select a report type from the dropdown
  3. Configure date ranges and filters
  4. Click Run Report to generate results
  5. Download results as CSV if needed

Available Report Types​

Email Campaign Reports​

Email Campaign Revenue​

Track revenue attribution from email campaigns to understand campaign ROI and effectiveness. This report links reservations back to the campaigns that influenced them.

Key Metrics:

  • Reservation #: Booking reference number
  • Campaign ID: Associated email campaign identifier
  • Campaign Name: Human-readable campaign name
  • Revenue Amount: Total revenue generated (formatted as currency)
  • Booking Date: When the reservation was created
  • Arrival Date: Guest check-in date
  • Contact Name: Guest who made the booking
  • Attribution Type: Direct click, soft association, or last touch

Use Cases:

  • Calculate ROI for specific email campaigns
  • Identify highest revenue-generating campaigns
  • Track conversion time from email to booking
  • Analyze seasonal campaign performance

Email Campaign Overview​

Get a comprehensive view of all email campaign performance metrics in one report. Perfect for comparing campaign effectiveness and identifying trends.

Key Metrics:

  • Campaign Name: Email campaign identifier
  • Total Sent: Number of emails delivered
  • Opens: Total unique opens
  • Open Rate: Percentage of recipients who opened
  • Clicks: Total unique clicks
  • Click Rate: Percentage of recipients who clicked
  • Unsubscribes: Number of opt-outs
  • Bounces: Failed deliveries
  • Spam Reports: Complaints received

Use Cases:

  • Compare engagement across campaigns
  • Identify best-performing subject lines
  • Monitor list health through bounce rates
  • Optimize send times based on engagement

Call Center Reports​

Call Volume Stats​

High-level overview of your call center's performance, providing essential metrics for capacity planning and service level monitoring.

Key Metrics:

  • Total Calls: All calls handled in period
  • Failed Calls: Calls that didn't connect
  • Abandoned Calls: Caller hung up before answer
  • Average Wait Time: Mean time before agent pickup
  • Service Level: % answered within threshold
  • Total Talk Time: Aggregate conversation duration
  • Average Handle Time: Mean call duration including wrap-up

Use Cases:

  • Monitor daily call center health
  • Plan staffing requirements
  • Identify service level issues
  • Track operational efficiency

Call Volume by Day​

Analyze call patterns across days to identify trends, plan resources, and understand customer behavior patterns.

Key Metrics:

  • Date: Calendar day
  • Total Calls: All calls for that day
  • Failed Calls: Technical failures
  • Outbound Calls: Agent-initiated calls
  • Inbound Calls: Customer-initiated calls
  • Average Duration: Mean call length
  • Peak Hour: Busiest hour of day
  • Unique Callers: Distinct phone numbers

Use Cases:

  • Identify busiest days of week/month
  • Plan holiday staffing
  • Track growth trends
  • Correlate with marketing campaigns

Call Volume by Hour​

Detailed hourly breakdown helps optimize staffing schedules and identify peak service times.

Key Metrics:

  • Hour: Time period (0-23)
  • Total Calls: Volume for that hour
  • Average Wait: Mean queue time
  • Abandoned Rate: % who hung up waiting
  • Average Duration: Mean call length
  • Agents Available: Staff count
  • Service Level: % answered quickly

Use Cases:

  • Create optimal shift schedules
  • Identify understaffed periods
  • Plan break times effectively
  • Measure lunch hour impact

Call Volume by Agent​

Individual agent performance metrics for coaching, recognition, and workload balancing.

Key Metrics:

  • Agent Name: Staff member identifier
  • Total Calls: Calls handled by agent
  • Inbound Handled: Customer calls answered
  • Outbound Made: Calls initiated
  • Average Talk Time: Mean conversation duration
  • Total Talk Time: Aggregate duration
  • Wrap Time: Post-call work time
  • Status Time: Time in each status

Use Cases:

  • Performance reviews and coaching
  • Identify training needs
  • Balance workload distribution
  • Recognize top performers

Call Stats​

Granular call-level data for detailed analysis and troubleshooting specific interactions.

Key Metrics:

  • Call ID: Unique identifier
  • Segments: Number of call parts/transfers
  • Total Seconds: Complete duration
  • Billed Seconds: Chargeable time
  • Ring Time: Time before answer
  • Talk Time: Conversation duration
  • Hold Time: Customer on hold
  • Call Status: Outcome (completed, failed, etc.)
  • From Number: Caller phone
  • To Number: Destination
  • Direction: Inbound/Outbound

Use Cases:

  • Investigate specific calls
  • Analyze transfer patterns
  • Calculate telephony costs
  • Quality assurance reviews

Call Type​

Categorize calls by purpose to understand customer needs and optimize service delivery.

Key Metrics:

  • Call Type: Category (sales, support, etc.)
  • Total Count: Number of calls
  • Average Duration: Mean time by type
  • Conversion Rate: Success percentage
  • Transfer Rate: % requiring escalation
  • First Call Resolution: % resolved immediately

Use Cases:

  • Train agents on common issues
  • Identify process improvements
  • Allocate specialized resources
  • Measure resolution effectiveness

Call Inbound Source Totals​

Track which marketing channels and sources drive phone calls to measure campaign effectiveness.

Key Metrics:

  • Source: Marketing channel/campaign
  • Total Calls: Calls from source
  • Unique Callers: Distinct numbers
  • Average Duration: Mean call length
  • Conversion Rate: % resulting in booking
  • Revenue Generated: Total value

Use Cases:

  • Measure marketing ROI
  • Optimize advertising spend
  • Identify best lead sources
  • Track campaign performance

SMS Reports​

SMS Volume Stats​

Overview of SMS messaging performance including delivery rates and engagement metrics.

Key Metrics:

  • Total Messages: SMS sent in period
  • Total Segments: Message parts (160 char segments)
  • Inbound Messages: Replies received
  • Outbound Messages: Messages sent
  • Delivered: Successful delivery
  • Failed: Delivery failures
  • Opt-outs: Unsubscribe requests

Use Cases:

  • Monitor SMS program health
  • Track delivery reliability
  • Calculate messaging costs
  • Measure engagement rates

SMS Volume Stats by Day​

Daily SMS activity patterns to optimize send times and understand customer preferences.

Key Metrics:

  • Date: Calendar day
  • Total Sent: Messages dispatched
  • Delivered: Successful deliveries
  • Failed: Delivery failures
  • Replies: Inbound responses
  • Opt-out Rate: Daily unsubscribes
  • Engagement Rate: Reply percentage

Use Cases:

  • Identify best send days
  • Track campaign performance
  • Monitor list health
  • Plan message scheduling

SMS Volume Stats by Hour​

Hourly SMS metrics to find optimal send times for maximum engagement.

Key Metrics:

  • Hour: Time period
  • Messages Sent: Volume per hour
  • Delivery Rate: Success percentage
  • Response Rate: Reply percentage
  • Response Time: Average reply speed
  • Opt-outs: Hourly unsubscribes

Use Cases:

  • Optimize send times
  • Avoid quiet hours
  • Maximize open rates
  • Improve response rates

Agent Performance Reports​

Accessing Agent Performance Data​

To get comprehensive agent performance data, use two complementary approaches:

  1. Agent Productivity Report (Reports → Agent Productivity)

    • Shows what agents were logged on during the selected period
    • Displays detailed breakdown of agent activities and time utilization

  2. Agent Action Events (Global Settings → Action Events)

    • Located at the bottom of the Global Settings page
    • Select agents, date range, and specific agent to view
    • Outlines all agent events including:
      • Log on times (first pending state)
      • Log out times
      • State changes throughout the day
      • Complete activity timeline

Agent Productivity​

Comprehensive view of agent time utilization across different statuses and activities.

Agent Productivity Report

Key Metrics:

  • Agent Name: Staff identifier
  • Total Time: Hours logged in
  • Available Time: Ready for calls
  • Talk Time: On calls (Duration of time the agent has been on calls)
  • Wrap Time: Post-call work (Should be a lower percentage to ensure agents don't forget they are in wrapup)
  • Break Time: Away from desk (Time assigned for breaks based on company policy)
  • Idle Time: Available but unused
  • Pending Time: Time spent in pending status (No more than 1%, indicates immediate notification when agent logs in)
  • Errored: Calls that errored for the agent or experienced a failed call
  • No Answer: Duration of time agent was in no answer state (Should be low percentage, indicates agent tried ringing but didn't answer)
  • Percentage Breakdown: Time distribution

Important Notes:

  • Agents taking calls without rejecting ensures they are not missing too many calls
  • If an agent is in no answer calls, they can't be routed to them
  • Helps ensure agents are taking calls without rejecting them or ensuring they are not missing too many calls

Use Cases:

  • Optimize agent utilization
  • Identify efficiency opportunities
  • Balance workloads
  • Improve scheduling
  • Monitor agent compliance with break policies
  • Identify training needs based on status patterns

Agent Productivity Live​

Real-time snapshot of current agent status and activities for floor management.

Key Metrics:

  • Agent Name: Staff identifier
  • Current Status: Available, On Call, Break, etc.
  • Status Duration: Time in current state
  • Calls Today: Daily count
  • Average Handle Time: Today's average
  • Current Call Duration: If on call
  • Queue Calls Waiting: System backlog

Use Cases:

  • Real-time floor management
  • Immediate resource allocation
  • Break coordination
  • Service level management

Agent Booked Revenue​

Link agent performance directly to revenue generation for commission and recognition.

Key Metrics:

  • Agent Name: Staff identifier
  • Total Bookings: Reservations created
  • Revenue Generated: Total value
  • Average Booking Value: Mean transaction
  • Conversion Rate: Leads to bookings
  • Commission Earned: If applicable
  • Period Total: Sum for date range

Use Cases:

  • Calculate commissions
  • Recognize top performers
  • Set revenue goals
  • Track sales effectiveness

Agent Action Events​

Detailed timeline view of all agent activities and state changes accessible through Global Settings.

Access Path: Global Settings → Action Events (bottom of page)

Agent Action Events Timeline

Configuration Options:

  • Agent Selection: Choose specific agents or all agents
  • Date Range: Select start and end dates for the report period
  • Action Filters: Filter by specific action types (Agents, Triggers, Connectors, Actions)

Event Data Captured:

  • Event ID: Unique identifier for each action
  • Date/Time: Precise timestamp of each event
  • State: Current agent state (active, away, busy)
  • Status: Specific status detail (active, logout, on_call, wrapup, pending)
  • User: Agent name associated with the event
  • Related ID: Associated record or call ID when applicable

Common Agent States:

  • Active: Agent is available and ready for calls
  • Away: Agent is logged in but temporarily unavailable
  • Busy: Agent is handling a call or in wrap-up
  • Pending: Initial state when agent first logs in
  • Logout: Agent has ended their session

Use Cases:

  • Track exact login/logout times for payroll
  • Monitor state changes throughout the day
  • Identify patterns in agent behavior
  • Audit agent activity for compliance
  • Investigate specific incidents or time periods
  • Calculate actual working hours vs scheduled hours

Lead & Revenue Reports​

Lead Revenue​

Comprehensive lead-to-revenue tracking showing the complete journey from inquiry to booking.

Key Metrics:

  • Agent: Assigned staff member
  • Total Leads: All inquiries
  • Closed Leads: Converted to bookings
  • Lost Leads: Did not convert
  • Close Rate: Conversion percentage
  • Total Revenue: From closed leads
  • Average Lead Value: Revenue per lead
  • Time to Close: Average days to convert

Use Cases:

  • Measure sales effectiveness
  • Calculate lead value
  • Optimize follow-up timing
  • Identify top closers

Lead Revenue Source​

Understand which marketing channels generate the most valuable leads.

Key Metrics:

  • Lead Source: Origin channel
  • Total Leads: Volume from source
  • Conversion Rate: % that book
  • Revenue Generated: Total value
  • Average Value: Per lead revenue
  • Cost per Lead: If tracked
  • ROI: Return on investment

Use Cases:

  • Optimize marketing spend
  • Focus on best sources
  • Calculate channel ROI
  • Plan budget allocation

Lead Lost Reason​

Analyze why leads don't convert to identify improvement opportunities.

Key Metrics:

  • Lead Status: Current state
  • Lost Reason: Why not converted
  • Agent: Who handled lead
  • Total Value: Potential revenue lost
  • Count: Number of leads
  • Percentage: Of total lost
  • Average Days Open: Before closing

Use Cases:

  • Identify common objections
  • Improve sales training
  • Address pricing issues
  • Enhance property offerings

Business Performance Reports​

Daily Snapshot​

Executive summary of key business metrics for quick daily performance review.

Key Metrics:

  • Metric Type: Category of measurement
  • All Bookings: Total reservations
  • Paid Bookings: Confirmed with payment
  • Cancellations: Bookings cancelled
  • Total Revenue: Daily income
  • Occupancy Rate: If applicable
  • Lead Count: New inquiries
  • Conversion Rate: Leads to bookings

Use Cases:

  • Morning management review
  • Track against goals
  • Identify issues quickly
  • Celebrate successes

Automation Count​

Monitor the performance and execution of your automated workflows and campaigns.

Key Metrics:

  • Automation Name: Workflow identifier
  • Execution Count: Times triggered
  • Success Rate: Completed successfully
  • Failed Executions: Errors encountered
  • Recipients Affected: Contacts processed
  • Messages Sent: Emails/SMS delivered
  • Average Duration: Processing time

Use Cases:

  • Monitor automation health
  • Identify failing workflows
  • Track automation usage
  • Optimize performance

Report Features​

Date Range Selection​

  • Single Date: For daily reports
  • Date Range: For period analysis
  • Preset Ranges:
    • This month
    • This year
    • Past year
    • Custom ranges

Filtering Options​

Reports support various filters based on type:

  • Timezone: Adjust for local time analysis (Eastern, Central, Mountain, Pacific)
  • Workflow: Filter by specific automations
  • Agent: Individual agent performance
  • Lead Types: Filter by lead categories (if multiple configured)
  • Campaign: Specific campaign analysis
  • Reservation Types: For property-specific reports
  • Group By: Month, Week, Day of Week (where applicable)
  • Time Filters: Specific hour ranges for granular analysis

Data Visualization​

Table Display​

  • Sortable columns (click headers)
  • Color-coded metrics (green/yellow/red for performance)
  • Expandable rows for details
  • Footer totals for summable columns

Column Types​

  • Currency: Financial values ($X,XXX.XX)
  • Percentage: Rates and ratios (XX.XX%)
  • Duration: Time-based metrics (HH:MM:SS or Xd HH:MM:SS)
  • Numbers: Count metrics with thousand separators
  • Dates: Formatted timestamps in local timezone
  • Agent Names: Staff identification with full names

Export Functionality​

CSV Download​

  1. Run your report with desired filters
  2. Click Download button
  3. Enter custom filename
  4. Confirm download
  5. File downloads with all visible data

Export Features​

  • Custom filename support
  • All visible columns included
  • Formatted values (currencies, percentages maintained)
  • Date/time stamped with report run time
  • Compatible with Excel, Google Sheets, etc.

Report Formatting​

Data Types​

Reports automatically format data based on type:

  • Currency: $X,XXX.XX format with proper rounding
  • Percentages: XX.XX% format with two decimal places
  • Duration: HH:MM:SS or Xd HH:MM:SS for longer periods
  • Phone Numbers: Formatted with standard display
  • Dates: Locale-specific formatting based on timezone

Color Coding​

Some reports use color indicators:

  • Green: Good performance or positive trends
  • Yellow: Warning level or needs attention
  • Red: Poor performance or urgent issues

Performance Optimization​

Best Practices​

  • Use specific date ranges to reduce load time (avoid year+ ranges)
  • Apply filters to focus on relevant data
  • Export large datasets for offline analysis
  • Schedule reports during off-peak hours (early morning)

Report Limits​

  • Maximum 10,000 rows displayed in browser
  • Larger datasets available via export
  • Some reports may timeout with 1+ year ranges
  • Filter to improve performance

Common Use Cases​

Daily Operations​

  • Run Daily Snapshot each morning
  • Check Agent Productivity Live throughout day
  • Monitor Call Volume Stats for service levels
  • Review SMS Volume Stats for delivery issues

Weekly Analysis​

  • Compare week-over-week with Call Volume by Day
  • Review Email Campaign Overview for engagement
  • Analyze Lead Revenue for sales performance
  • Check Agent Productivity for coaching needs

Monthly Reporting​

  • Email Campaign Revenue for ROI analysis
  • Lead Revenue Source for marketing decisions
  • Agent Booked Revenue for commissions
  • Lead Lost Reason for process improvements

Strategic Planning​

  • Use Call Volume by Hour for staffing models
  • Analyze Call Inbound Source for budget allocation
  • Review Automation Count for workflow optimization
  • Study SMS Volume by Hour for send time optimization

Tips for Success​

Regular Monitoring​

  • Schedule daily reports for consistency
  • Set up weekly performance reviews
  • Create monthly executive summaries
  • Track trends, not just snapshots

Data Analysis​

  • Compare similar time periods (week vs week)
  • Look for patterns and anomalies
  • Combine reports for deeper insights
  • Act on data, don't just collect it

Report Scheduling​

  • Run heavy reports overnight
  • Export monthly archives
  • Share reports with stakeholders
  • Document insights and actions taken