Information on the Collection Summary Report
Table of Contents
1. Summary
This report will give you insight into the collections calls/texts/emails, within the given date range, that are completed by your facilities. With all reports, you will be able to download the CSV transcript or email it.
2. First two columns
The first two columns will give you insight on the location and it's delinquent tenants. The columns, from left to right, are as follows:
a. Location - This column lists each of the locations on your account. By clicking the locations name, you will be brought to the Collection Detail Report for the selected location
b. # Past Due - This column lists the total number of tenants that are currently past due at each location
3. Next several columns
The next several columns will give you a breakdown on what events were completed for all your tenants. The columns, from left to right, are as follows:
a. Total SMS - The total number of texts sent out to delinquent tenants
b. Total E-mail - The total number of e-mails sent out to delinquent tenants
c. Total Auto Calls - The total number of automatic calls that went out to delinquent tenants
d. Person - The total number of times the customer answered the phone on auto collections calls
e. No Answer - The total number of times the customer did not answer the phone on auto collections calls
f. Total Live Calls - The total number of calls completed by the manager on site
g. Avg Duration - The average duration of the live calls
4. Next several columns (continued)
The next several columns will give you a breakdown on what events were completed and what events were not completed for all your tenants. The columns, from left to right, are as follows:
a. Outstanding Collections - The average number of collections events that still need to be completed by the manager across the month
b. Error - The number of collections events that did not go out due to an error. You can click on the number in this column to view a reason report for these event errors
c. Completed - The total number of collections events that were completed
d. Avg Days - The average number of days from appearing on the list, that it takes the manager for the event to be completed
5. Final columns
The final columns will give you a breakdown on what events were excluded, paid, and enrolled in auto-payment. The columns, from left to right, are as follows:
a. # Excluded - The total number of events that did not go out due to exclusion. By clicking the number in this column, a reason report will pop up that lists excluded events
b. Paid - The total number of payments made through CallPotential
c. $ Collected - The total dollars collected, per location, in the given date range
d. # Collection Calls - The total number of inbound calls as a result of collection actions
e. # Skipped Steps - The total number of steps that were skipped due to "Promise to Pay" delay. By clicking the number in this column, a reason report will pop up that lists all skipped events
f. # of Autopayers - The total number of customers who enrolled in autopay through CallPotential