Analytics Glossary

Boxscore

Created: Date the prospect was created in Knock (Note: If they were imported from your PMS, this = PMS creation date)

 

Play Button: Call recording available for prospect 

 

FollowUp: Follow-ups sent within the date range. (Note: Only counts one contact type per day (e.g. If you send 5 texts and 3 emails to the prospect in one day, that would count as 2 followups) 

 

First Contact: 1 means their first contact took place during this time range. 0 means their first contact was prior to this period

 

Walk-in: Walk-in event took place. This included self guided tours.

 

Appt: Appointment event took place. This includes live video tours.

 

Return: Walk-in or Appointment took place that was not the first visit

 

Show: Show event(s) took place. Multiple units shown will display here as 1 show event 

 

Lease: Lease sign event that took place (Lease must be fully executed except for RealPage where this is Gross Leases) 

 

Agent: Leasing agent who owns the prospect 

 

Source: Primary lead tracking source 

 

Contact Type: How the prospect first contacted the property 

 

PMS ID: ID of corresponding Guestcard in your Property Management System (e.g. Yardi, RealPage, ASMI, Entrata, Resman) 

 

Ad Spend 

Event: This report will include all events that occurred within the date range, regardless of prospect creation date. For example, if a lease occurred within the date range but prospect was created outside of the date range, the lease would be counted in this resport

 

Created: This report will include all events associated with prospects created during this date range, regardless of when the events took place. For example, this report will include leases that took place outside of this date range, if the prospect was created within the range. Alternatively, leases signed will only show in this report if the prospect was also created during this date range

 

Type: Indicated the cost type. If multiple properties have different types, it will display Multiple until you filter to a single property 

 

Leads: Leads created in Knock within the date range

 

Prospects: Prospects created in Knock within th date range. Excludes leads marked as “Not a Prospect” by the leasing team 

 

Visits: Prospects that visited within the date range. Visits include both Walk-ins and Appointments. We also include self guided and live video tours.

 

Leases: New leases signed during the date range. This does not include renewals, only new leases

 

Total Cost: Total cost associated with the date range. For time ranges that represent partial month, the total cost pro-rate monthly costs. So if your monthly cost is $100, and the report is for 45 days, the total cost will be $150 (1.5 months)

 

Cost / Prospect: Total Cost / Total Prospects

 

Cost / Visit: Total Cost / Total Visits

 

Cost / Lease: Total Cost / Total Leases 

 

Response Times

Immediate: 

 

Immediate means either:

  1. Prospect self - scheduled an appointment 

  2. A prospect’s first call was answered 

  3. A prospect’s first message was responded to in under 1 minute (wow!)

<5m: Responded to prospect in under 5 minutes. Auto-responses are excluded

 

<30m: Responded to prospect in under 30 minutes. Auto-responses are excluded

 

<1h: Responded to prospect in under 1 hour. Auto-responses are excluded

 

<6h: Responded to prospect in under 6 hours. Auto-responses are excluded

 

<24h: Responded to prospect in under 24 hours. Auto-responses are excluded

 

24+: Responded to prospect after 24 hours. Auto-responses are excluded

 

Waiting: There has been no response to the prospect (excluding auto-response), but the prospect’s first inquiry was within the last day. The clock is ticking! 

 

Never: There has been no response to the prospect (excluding auto-response), and it’s been more than 48 hrs since they first contacted the property

 

Total: Total prospects included in this report

 

N/A: Calculation is not applicable. This is because the prospect was either added manually (walk-in), or it was imported via integration 

 

Traffic

Week Beginning: Business week (Monday - Sunday) beginning on the first Monday of the date range. Regardless of dates chosen, it will include Monday to Sunday

 

Leads: Leads created during this period

 

Visits: Visits that took place during this period. We also include self guided and live video tours.

 

Leases: New leases signed during this date range. This does not include renewals, only new leases

 

Conversions

Lead: Leads created in Knock within the date range

 

Prospect: Prospects created in Knock within th date range. Excludes leads marked as “Not a Prospect” by the leasing team 

 

Visits: Prospects that visited within the date range. Visits include both walk ins, appointments, live video tours, and self guided.

 

Lease: New leases signed during the date range. This does not include renewals, only new leases

 

Prospect > Visit: Total Visits / Total Prospects 

 

Visit > Leases: Total Leases / Total Visits 

 

Prospect > Lease: Total Leases / Total Prospects 

 

Avg Followup: Average number of followups to each prospect. Each contact type counts once per day per prospect (e.g. If you send 5 texts and 3 emails to the prospect in one day, that would count as 2 followups) 

 

Engagement

Live Score: Percentage of active prospects (not lost/least) that are “green” (i.e. team has followed up within the last 48 hours or has a future followup scheduled). Once every active prospect is green, the score will be 100%

 

Avg Score: The average engagement score at the end of the day. This only includes days that the site is open. 

 

% Leased: The number of current available units being marketed divided by total unit count 

 

Total Units: Total units at this property

 

Availability: The number of current available units being marketed. This number will not include on notice (occupied) units

 

Red: Active prospects who are past due for a followup. Active prospects exclude Lost, Leased or Waitlist 

 

Green: Active prospects who have been followed up within the last 48 hours, or have a future followup set. Active prospects exclude are Lost, Lease or Waitlist 

 

Expected Leases: Active prospects multiplied by 60-day Prospect-to-Lease conversion rate. This is a very rough estimate of new leases that will be signed in the next 60 days

 

Calls

Total: Total calls received within the date range

 

Request Text: Prospects who calls and opted-in to receiving text messages 

 

Hung Up: Calls that hung up the phone before connecting to the leasing team

 

Connected: Calls that were connected to the leasing team. Connected = Answered + Missed + Voicemail 

 

Answered: Calls that were answered (i.e. picked up) by the leasing team

 

Missed: Calls that were connected but not, and caller did not leave a voicemail 

 

Voicemail: Calls that were connected, but no answered, and caller left a voicemail 

 

Call Log

Name: The name of the guest card the number is tied to

 

Type: Whether the call was a resident, first, or return call

 

Date/Time: The day and time the call came in

 

Recording: Select this to listen to the incoming call

 

Craigslist

Posts: Total Craigslist posts within the date range. Does not count re-posts

 

Prospects: Prospects from Craigslist created within the selected date range 

 

Calls: Prospects who called the Craigslist tracking number as first contact

 

Emails: Prospects who emailed the Craigslist tracking email as first contact

 

Texts: Prospects who texted the Craigslist tracking number as first contact

 

Chats: Prospects from Craigslist who chatted as first contact 

 

Schedules: Prospects from Craigslist who self scheduled as first contact 

 

Walk-ins: Prospects from Craigslist whos first contact is Walk-in 

 

Leads / Post: Total Craigslist leads divided by total Craigslist posts 

 

Loss

Loss Reason: The loss reason selected when the team closes a lead

 

Count: How many times it was selected

 

Percentage: The percentage of how many times that one reason was selected

 

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