Introduction
This article outlines the metrics available on the Lofty Reporting Page. Here, we will define the metrics included on each default report so you can decide which metrics are important to you. Learn how to navigate the reporting page here: How to Navigate the Reporting Page
Note: Some of the content in this article is being Beta tested. Your Reporting page may or may not reflect this experience.
Summary
- Agent Activity Overview
- Leads Not Acted On
- Follow-up Speed & Effort
- Lead Response Performance
- Call Accountability
- Text Accountability
- Email Accountability
Agent Activity Overview
This report focuses on the activity count for each agent, regardless of whether leads are assigned to them. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| New leads assigned | The number of leads created within the selected timeframe and currently assigned to that agent. |
| Initial leads assigned | The historical number of leads created within the selected timeframe, who were first assigned to that agent. - This metric could be used to complete a lead distribution analysis - that is, track the fairness or balance in lead distribution/routing |
| Current leads assigned | This is the same calculation as the current ‘total leads assigned', but is now renamed to 'current leads assigned’ to provide a distinction between currently assigned leads and initially assigned leads. - That is, this metric provides the number of leads assigned within the selected timeframe that are currently are still assigned to that agent |
| Total leads previously worked | The historical number of leads assigned within the selected timeframe, but may not still be assigned to that agent - This metric could be used to measure the overall workload for agents |
| Contacts made (Manual only) | The sum of all outbound communications, including calls made, texts sent, and emails sent, including logged activity. This metric is only counting manual activity. |
| Contacts made (Include auto) | This metric includes all the data as Contacts made (Manual only) but also includes automated communications, like Smart Plans. |
| Calls made | The number of outbound calls, including logged calls |
| Call connect rate | This metric calculates the percentage of ‘Talked Calls’ from the total number of calls made. This does not include inbound calls. |
| Texts sent (Manual only) | The number of outbound texts sent, including logged texts - This metric only includes manually sent text messages. Automated texts are excluded. |
| Texts sent (Include auto) | This metric includes the number of all texts sent, including automated texts. |
| Emails sent (Manual only) | The number of outbound emails sent, including logged emails - This metric only includes manually sent emails. Automated emails are excluded. |
| Emails sent (Include auto) | This metric includes the number of all emails sent, including automated emails. |
| Tasks completed | The number of tasks completed by the agent during the selected timeframe - This metric includes smart plan tasks that are completed manually by the agent |
| Total appts | The number of appointments created during the selected timeframe that are either owned by the agent or the agent is a participant |
| Appts set | The number of appointments created by that agent during the selected timeframe |
| Appts completed | The number of appointments with the status of 'completed’ |
| No show rate | This metrics is calculated as: (Total appts - Appts completed)/Total appts |
Leads Not Acted On
This report focuses on the number of new leads that have not received any follow-up, regardless of whether the follow-up is done by their assigned agent. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| New leads assigned | The number of leads created within the selected timeframe and currently assigned to that agent. |
| Leads not acted on | The number of ‘New leads assigned’ who have not been contacted in the selected timeframe |
| Leads not called | The number of ‘New leads assigned’ who have not been called in the selected timeframe |
| Leads not texted | The number of ‘New leads assigned’ who have not been texted in the selected timeframe |
| Leads not emailed | The number of ‘New leads assigned’ who have not been emailed in the selected timeframe |
Follow-up Speed & Effort
This report analyzes the follow-up speed and effort of the agents on their new leads. Communications made by team members other than the assigned agent will not be included in this report. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| New leads assigned | The number of leads created within the selected timeframe and currently assigned to that agent. |
| Avg. response time | The average amount of time (in days:hours:minutes) taken from the lead creation to the first contact (call/text/email) by the lead’s assigned agent |
| Avg. speed to first call | The average amount of time (in days:hours:minutes) taken from the lead creation to the first call by the lead’s assigned agent |
| Avg. speed to first text (manual only) | The average amount of time (in days:hours:minutes) taken from the lead creation to the first manual text message sent by the lead’s assigned agent |
| Avg. speed to first email (manual only) | The average amount of time (in days:hours:minutes) taken from the lead creation to the first manual email sent by the lead’s assigned agent |
| Avg. contact attempts | The average number of contacts (calls/texts/emails) to new leads by the lead’s assigned agent |
| Avg. call attempts | The average number of calls to new leads by the lead’s assigned agent |
| Avg. text attempts (manual only) | The average number of manual text messages sent to new leads by the lead’s assigned agent |
| Avg. email attempts (manual only) | The average number of manual emails sent to new leads by the lead’s assigned agent |
Lead Response Performance
This report analyzes lead responses to communications initiated by agents. Automated communications are excluded from this report. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| New leads assigned | The number of leads created within the selected timeframe and currently assigned to that agent. |
| Leads contacted | The number of leads contacted by the agent during the selected timeframe |
| Leads responded | The number of leads that have responded to the agent during the selected timeframe |
| Lead response rate | This metric is calculated as Leads responded/Leads contacted |
| Leads called | The number of leads called by the agent during the selected timeframe |
| Leads responding by call | The number of leads who picked up the outbound calls from the agent during the selected timeframe |
| % of leads responding by call | This metric is calculated as Leads responding by call/Leads called |
| Leads texted (manual only) | The number of leads texted manually by the agent during the selected timeframe |
| Leads responding by text | The number of leads sending inbound text message to the agent during the selected timeframe |
| % of leads responding by text | This metric is calculated as Leads responding by text/Leads texted (manual only) |
| Leads emailed (manual only) | The number of leads emailed manually by the agent during the selected timeframe |
| Leads responding by email | The number of leads that have replied to an email from the agent during the selected timeframe |
| % of leads responding by email | This metric is calculated as Leads responding by email/Leads emailed (manual only) |
Call Accountability
This report analyzes the calling data of the agents, teams, and offices for a specified period of time. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| Calls made | The number of outbound calls made, including logged calls, in the selected timeframe |
| Calls received | The number of inbound calls from leads and unknown numbers, excluding missed calls, in the selected timeframe |
| Leads called | The number of unique leads called by the agent in the selected timeframe |
| Talked calls | The number of calls with the call result of 'talked’ in the selected timeframe |
| Convos more than 2 mins | The number of calls with the call result of 'talked’ and the call duration is more than 2 minutes, in the selected timeframe |
| Voicemails | The number of calls with the call result of 'voice message’ in the selected timeframe |
| Bad numbers | The number of calls with the call result of 'bad numbers’ in the selected timeframe |
| No answer | The number of calls with the call result of 'no answer’ in the selected timeframe |
| DNC | The number of calls with the call result of 'DNC’ in the selected timeframe |
| Calls missed | The number of inbound calls missed by the agent in the selected timeframe |
| Total call duration | The total time of talked calls |
Text Accountability
This report analyzes the text messaging data of the agents, teams, and offices for a specified period of time. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| Texts sent | The number of texts sent by the agent during the selected timeframe |
| Leads texted | The number of unique leads sent any text messages during the selected timeframe |
| Texts delivered | The number of texts successfully sent during the selected timeframe |
| Leads delivered | The number of unique leads that have successfully received any text messages in the selected timeframe |
| Texts delivery rate | This metric is calculated as Texts delivered/Texts sent |
| Texts received | The number of inbound text messages that the agent received in the selected timeframe |
| Opt-outs | The number of unique leads that unsubscribed from text messages in the selected timeframe |
| Carrier filtered | The number of texts that have been directly blocked by carriers in the selected timeframe |
| Other errors | The number of text messages failed to be sent by other errors, such as sending to an invalid/landline number. Note: A high number of "Other Errors" can damage your sender reputation with carriers, making it more likely for future messages to be flagged as spam. |
Email Accountability
This report analyzes the emailing data of the agents, teams, and offices for a specified period of time. Here are the metrics available on this report:
| Metric Name | Definition |
|---|---|
| Emails sent | The number of emails sent by the agent during the selected timeframe |
| Leads sent | The number of unique leads sent any emails during the selected timeframe |
| Emails delivered | The number of emails successfully sent during the selected timeframe |
| Leads delivered | The number of unique leads that have successfully received any emails in the selected timeframe |
| Emails opened | The number of emails opened by leads in the selected timeframe |
| Leads opened | The number of unique leads opening emails in the selected timeframe |
| Emails replied to | The number of emails replied to by leads in the selected timeframe |
| Leads replied to | The number of unique leads replying to emails in the selected timeframe |
| Emails bounced | The number of emails bounced in the selected timeframe |
| Leads unsubscribed | The number of unique leads who have unsubscribed from emails in the selected timeframe |
Questions?
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your CRM.
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