Response Time Report

Knock's Response Time report is a great way to better understand the speed at which your properties respond to prospects when they are created. It includes details around how quickly as well as if a response is even needed (sometimes Knock does the heavy lifting for you!). Here is a glossary for all the data points in the report. We'll also outline below what all the filters and options will do to the report to make sure everything is crystal clear!

Report Fields

Response Time Fields: The next fields will simply show you the number of prospects that were responded to in that bucket, excluding earlier times. 

• Prospects - The number of prospects in that time frame.
• Immediate - includes prospects that were responded to in < 1 minute, those that self-scheduled tours or the prospect's first call was answered.
• Waiting - The prospect is waiting for a reply from the property. 
• Never - No follow-up has been completed or the first follow-up happened more than 48 hours after the ticket creation
• <1h - Prospects that were responded to in less than an hour.
• <2h - Prospects that were responded to in less than 2 hours.
• <6h - Prospects that were responded to in less than 6 hours.

Report Options

Filters:

• Properties: This is a multi-select for what properties you'd like data for. You can also quickly select all properties by clicking the "Select all" link above the box.
• Date range: The date range for the report.
• Agents: This will allow you to audit individual teammates' response times.
• Sources: This is a multi-select field where you can select sources to trim your results.

- Group By: This is the real power of the report. By default, the report is grouped by Property. (We have Standard and Custom Attributes) However, you have the following items that you can group it by to get a different perspective on your traffic and outcomes:

• Property - The default setting, this will group your results by the property.

• Source - This will group the results by the marketing source. This is super powerful, as you can look across multiple properties to understand how a particular marketing source is being responded to.

• Contact -  This will group the report by the method in which the lead was created. This could be things like Email, Call, SMS, etc. This will help you understand whether a certain lead medium is getting responded to more quickly than others.

• Agent - This will group by leasing agent so that you can diagnose which agent may have issues responding promptly.

• Custom Attributes: Some custom options that can be added on your behalf, such as Property Manager, Property Type, Region, and more. Reach out to your CSM if you'd like to set this up!

• View As: You can view the report under the Count or Percentage type format.

By Custom Attributes: If you select all properties you'll see a link that says "By attributes". Clicking that will change the dropdown to reflect any custom attributes you've assigned to your properties. This could be attributes like Regional Manager or State. If you would like to set these up but don't have them already be sure to reach out to your Customer Success Manager.

Get training on this report