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Table of Contents
1. Summary
This report gives you a look into the payments that have been processed through the call center, and provides a break down of how those were takenprovides a breakdown of payment information and Call Center Agent, call and lead creation activity. You will be able to filter by date range, as well as location. You also have the ability to filter the report by Agent vs location to get a breakdown of activity specific to each call center agent. With all of our reports, You you will be able to download the report in several different formats by clicking the Download button (1) at the top right corner of the page.
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1. Total - This column totals all payments that have come through the location through the CallPotential System
2. SMS - This column shows the total payments received through the pay link in collection text messages
3. Email - This column shows the total payments received through the pay link in collection email messages
4. Phone: Employee - This column shows the total payments entered through the ThinClientCallPotential, by an employeeany employee (Note: payments entered directly in your management software are not tracked in CP reporting)
5. Phone: Agent - This column shows the total payments entered through the Call Center, by an agent (Note: this is a subgroup of the employee payment column - this total is already included as part of the total employee group)
6. IVR - This column shows the total payments entered through the Pay by Phone system
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Calls Columns
The next set of columns is the Leads Calls columns. These columns will give insight on the Lead Call activity per location. Each sub-column is as follows:
1. Total - This column refers to the total number of leads created, per calls placed to the location
2. Inquiry Lead - This column refers to the total number of the leads created, and marked as an Inquirycalls marked as a Lead that were placed to the location
3. Reservation Neighbor - This column refers to the total number of leads created, and marked as a ReservationLead calls that were Neighbored to a different location
4. Rented Customer - This column refers to the total number of leads calls that were marked as rentedExisting Customer
5. Cancelled Other - This column refers to the total number of leads calls that were marked as cancelledOther
6. Active Outbound - This column refers to the total number of outbound calls completed for the location
7. Unprocessed - This column refers to the total number of leads calls that are still activeunprocessed for the location
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Leads Columns
The next set of columns is the Calls Leads columns. These columns will give insight on the Call Lead activity per location. Each sub-column is as follows:
1. Total - This column refers to the total number of calls placed to the leads created, per location
2. Lead Inquiry - This column refers to the total number of calls marked as a Lead that were placed to the locationthe leads created, and marked as an Inquiry
3. Neighbor Reservation - This column refers to the total number of Lead calls that were Neighbored to a different locationleads created, and marked as a Reservation
4. Customer Rented - This column refers to the total number of calls leads that were marked as Existing Customerrented
5. Other Cancelled - This column refers to the total number of calls leads that were marked as Othercancelled
6. Outbound Active - This column refers to the total number of outbound calls completed for the location
7. Unprocessed - This column refers to the total number of calls leads that are still unprocessed for the locationactive