Appointments Report Guide

For a walkthrough of the Appointments Report watch this Video Overview.

For in-depth metric definitions go here.

Overview

Knock's Appointments report is a great way to better understand the outcomes of the appointments made in Knock for your properties. The report is divided into two tabs: Past and Scheduled. The 'Past' tab will show appointments that were scheduled to be completed during the date range selected. The 'Scheduled' tab will reflect upcoming appointments. Since this report captures outcomes related to appointments it does not include walk-in visits

 

Here is a few question you can answer using this report: 
 
(1) Are agent scheduled or self scheduled appointments converting at higher rates? 
 
This question is to evaluate whether agent or self scheduled appointments end up with a higher rate of visits. The answer to this question may lead to changes in operations and workflows. To answer this question, we will set our report to the month of May with all other filters set to their default state. 
 
The below screenshot shows the Self Scheduled and Agent Scheduled tiles which breaks down the outcomes for each of these booked appointments. 
 
 
Based on the above screenshot, we can see that prospects who self-schedule are more likely to 'No Show' (68% of all 'No Show' statuses) or 'Cancel' (82% of all 'Cancel' statuses). More impressively, appointments scheduled by agents account for 63% of the appointments that were marked with a visited status. 
 
The findings suggest that when prospects work with an agent to schedule an appointment they are far more likely to complete a visit.
 
 

Filters

appt_filt.png
Filter Description
Properties This is a multi-select for what properties you'd like data for. User can select all properties by clicking the "All" option. After selecting the properties, you must select ‘Apply’ in order for the report to reload.

Past Date Range

(Only available on Past tab)

This is a multi-select for what properties you'd like data for. User can select all properties by clicking the "All" checkbox. User may also search for properties to select.

Future Date Range
(Only available on Scheduled tab)
This is a multi-select for what properties you'd like data for. User can select all properties by clicking the "All" option. After selecting the properties, you must select ‘Apply’ in order for the report to reload.

Agents

This is a multi select field that you can filter down to specific agent(s) conversion results. User may also search for agents to select.

Source

This is a multi select field that you can select sources to trim your results. For example, if you wanted to see all your properties' conversion rates for Property Website, you can select property website in this field to get that view.

Group By

You may change the way the data is aggregated with this filter. The current options include: Agent, Contact, Property, Source, and Custom Attributes (if available).

Custom Attributes are defined by the customer in the Admin → Attributes page. This will not show if not appropriately set up on this page.

 

The report has two tabs that change the logic for aggregating the various metrics. Each of the tabs and how it changes the metrics are defined in the table below. 

Tab Description

Past

This is a tab of the report that will show the total number of booked appointments (by type: self-scheduled or agent-scheduled) and the result of that appointment over the time range selected in the Past Date Range filter.

Scheduled

This is a tab of the report that will show the total number of appointments scheduled over the time range selected in the Future Date Range filter.

Visualizations

appt_vis.png

The visual shows a summary of the metrics found in the main table and the comparison to the previous period. Incomplete + No Show + Cancelled + Visited = Booked.

Tiles

app_tile1.png
appt_tile2.png
Tile Name Description
Self Scheduled

This represents the total number (and percentage) of appointments that were self-scheduled for the selected time range.

When the Past tab is selected, this will be broken out based on the following statuses: “Booked”, “Incomplete”, “No Show”, “Cancelled”, and “Visited”.

When the Scheduled tab is selected, this will be broken out based on the following statuses: “Booked” and “Cancelled”.

Agent Scheduled

This represents the total number (and percentage) of appointments that were agent-scheduled for the selected time range.

When the Past tab is selected, this will be broken out based on the following statuses: “Booked”, “Incomplete”, “No Show”, “Cancelled”, and “Visited”.

When the Scheduled tab is selected, this will be broken out based on the following statuses: “Booked” and “Cancelled”.

Data Definitions

Past Tab

Data Point Definition
Booked

The total number of appointments that were scheduled to occur during the selected time range for the filters applied.

Data includes “Not a Prospect”

Incomplete

The subset of appointments that were scheduled to occur during the selected time range for the filters applied that are ‘incomplete’ (status of confirmed, pending, proposed).

Data includes “Not a Prospect”

No Show

The subset of appointments that were scheduled to occur during the selected time range for the filters applied that have a status of ‘no-show'.

Data includes “Not a Prospect”

Canceled

The subset of appointments that were scheduled to occur during the selected time range for the filters applied that were cancelled.

Data includes “Not a Prospect”

Visited

The subset of appointments that were scheduled to occur in the selected time range for the filters applied that have a status of ‘visited’.

Data includes “Not a Prospect”

 

Scheduled Tab

Data Point Definition
Booked

The total number of appointments that are scheduled to occur during the selected time range for the filters applied.

Data includes “Not a Prospect”

Incomplete

he subset of appointments that are scheduled to occur during the selected time range for the filters applied that are ‘incomplete’ (status of confirmed, pending, proposed).

Data includes “Not a Prospect”

No Show

The subset of appointments that are scheduled to occur during the selected time range for the filters applied that have a status of ‘no-show'.

Data includes “Not a Prospect”

Canceled

The subset of appointments that are scheduled to occur during the selected time range for the filters applied that were cancelled.

Data includes “Not a Prospect”

Visited

The subset of appointments that were scheduled to occur in the selected time range for the filters applied that have a status of ‘visited’.

Data includes “Not a Prospect”

 
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