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The Collection Summary report provides data related to your Collection Manager services. This data includes communications sent through our system (both auto and manual) and payments received as a result of these communications. Please note that if you are subscribed to our Collection Manager Pro services, this only includes automated events.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Report date ranges that include current or future dates will have incomplete data due to when reports are refreshed. We strongly recommend selecting a date range that only includes past dates.
Collection Summary by Location
(A) Location - The location which all data columns to the right align. Note: Click the 3 rows of lines to filter this column.
(B) SMS - The total number of texts sent out to delinquent tenants.
(C) Email - The total number of emails sent out to delinquent tenants.
(D)Calls - Auto - The total number of automatic calls sent out auto/robo calls made to delinquent tenants.
(E) Person - The number of times the Customer answered the phone on auto collection calls.
(F) No Answer - The total number of times the Customer did not answer the phone on auto collection calls.
(G) Calls - Manual- The total number of calls completed by the site managermanual calls made to delinquent tenants.
(HF) Avg DurationDuration - The The average duration of live calls.
(IG)Avg Outstanding - The The average number of collection Collection events that still need have yet to be completed by the manager across the month.
Data Columns
(Jlocation for the given date range.
(H) Error - The total number of collection events that did not go out due to an error . Click the number in the column to access further details(for example, due to invalid phone #, etc).
(KI) Completed - The total number of collection events that were completed(L) Avg Days - The average number of days it takes the manager to complete the event.
(M) # Excluded - The number of events that did not go out due to an Exclusion. Click the number in the column to access further details.(N) J) Calls-Inbound - The total number of inbound calls as a result of a collection action.
(OK) Skipped Steps Skipped - The total number of steps collection events that were skipped due to a Promise to Pay delay. Click the number in the column to access further details.(P) have been skipped (for example, due to bankruptcy exclusions, text opt-out or promise to pay). Note: the same tenant may have multiple steps skipped.
(L) Total Payments - The total number of payments made for a location (includes all methods; SMS, Email Employee & IVR).
(M) SMS Payments - Number of payments received through the pay link in Collection text messages.
(N) Email Payments - Numbers of payments received through the pay link in Collection email messages.
(O) Employee Payments - Number of payments manually entered in CallPotential by an employee.
(P) Agent Payments - Number of employee payments that were entered by your Call Center agents (only applicable if using DIY Call Center). Note: this is a subgroup of Total Employee Payments
(Q) IVR Payments - Number of payments entered through the automated Pay-by-Phone system.
(R) $ Paid - Total dollars collected, per location, in the given date rangepaid through CallPotential for the specific location.
(RS) Autopay AutoPay - The The total number of Customers who enrolled in Autopay through CallPotential at the time of payment.
Collections Skipped
(T) Location - The location where the skipped collection step occurred. Events can be skipped due to exclusion, such as text opt out or promise to pay.
(U) Communication Type - The type of communication (call, text, email) that was skipped.
(V) Customer Name - The name of the Customer who had the event skipped.
(W) Customer Phone - The phone number of the Customer who had the event skipped.
(X) Customer Email - The email of the Customer who had the event skipped.
(Y)Unit ID - The Customer's unit ID associated with the skipped Collection event.
(Z) Step Nr - The step in the Collection workflow that was skipped.
(AA) Next Collection Dt - The date of the next Collection event for the Customer.
(BB) Is Auto - "1" indicates this was an automatic step in the Collection workflow. "0" indicates this was a manual step in the Collection workflow.
(CC) Exclusion Notes - The note generated from the skipped step.
(DD) Completion Dt - The date this step was supposed to occur.
(EE)View Customer - Click to open a read-only version of the Customer card and view their full record.
Exclusions by Location
(FF) Location - The location associated with the exclusion.
(GG) Date - The date that the exclusion was added.
(HH) Customer - Customer associated with the exclusion.
(II) Bankruptcy - "1" indicates a bankruptcy exclusion has been added for this Customer. "0" indicates this Customer does not have a bankruptcy status.
(JJ) Text Opt Out - The Customer opted out of receiving texts by replying "STOP".
(KK) Full Auto Exclusion - The Customer is removed from all automatic collection events by an employee per Customer request.
(LL) Excluded by Request - An exclusion was added to the phone number(s) on the account by the employee per Customer request.
(MM) Exclusion Notes - The note generated from the exclusion.
(NN) Last Updated By - Indicates the employee who put the exclusion in place. Note: null indicates the exclusion was auto or Customer initiated.
(OO) View Customer - Click to open a read-only version of the Customer card and view their full record.
