Engagement Report

Knock's Engagement report is a terrific way to understand how your leasing teams are doing at responding to traffic at your properties. The Engagement score takes the entire population of prospects and categorizes them as red or green prospects. Those prospects that fall into the red category need attention from Agents while those with a green status have either completed their lifecycle or have already been engaged with by an Agent. 

 

Definitions and Calculations 

 

Recent Score: 

 

  1. The Recent Score is the most recently calculated Engagement score within Analytics. Business hours are not considered. The date filter does not affect this column.  

  1. The score is captured every even hour between 4 AM PST and 8 PM PST and loaded into the Engagement Report every subsequent odd hour between 5 AM PST and 9 PM PST.  

 

NOTE: When Red and Green prospects are 0, then the score will default to 100%.  

 

Avg. Score:  

 

  1. Total # of Green Prospects / Total # of Green and Red Prospects; the average score is calculated by taking the sum of the number of green prospects over the date range divided by the sum of the green and red prospects across the date range.  

  1. The closing score is an estimation of the Engagement Score at the time a given property closes. The business hours used are those set in Doorway.  

 

NOTE: When Red and Green prospects are 0, then the score will default to 100%.  

 

Green: 

 

  1. The total number of prospects with a green status. These are all the prospects that are not marked as lost. 

 

Red:  

 

  1. The number of Active Red Prospects for the row. These are all the prospects that are not marked as lost and therefore need to be followed up with but have not been. 

 

Avg. Follow-Up:  

 

  1. The total number of follow-ups to prospects completed during the date range selected is divided by the number of prospects with any activity during the date range selected (excluding those marked as NAP).   

  1. Total number of follow-ups is calculated using the business logic of message type per prospect per day.  

 

Raw Data:  

 

  1. The raw data modal drill down will provide additional snapshots of data for the Engagement score: Opening, 9 AM, 11 AM, 1 PM, 3 PM, 6 PM, and closing 

  1. Opening and Closing scores are estimates of the Engagement Score at the time a given property opens and closes. The business hours used are those set in Doorway.  

  1. For every other snapshot, we take the last calculated score within business hours for that time slot. We refresh our data every even hour between 4 AM PST and 8 PM PST. If a score within business hours is not possible then we display N/A.  

  1. EXAMPLE: If the property is located on the east coast and closes at 6 PM EST then the closest calculated score within business hours would be 5 PM EST / 2 PM PST 

 

NOTE: When Red and Green prospects are 0, then the score will default to 100%.  

 

Filters & Data View Options:

Screenshot 2023-12-11 at 2.05.52 PM.png

Report filters let you manage what data is shown to make it even more precise for your business needs. These filters can help you identify trends and drill-down into key performance metrics at the property or agent level, amongst others. You can tailor your reports even further by adding multiple filters to a report. 

Filter-types in the Activity Report include: 

  • Property
  • Agent
  • Date Range
  • Custom Attribute (if defined by Customer in Attributes page of Admin) 

Data View Option

  • Group By

The Group By filter functions entirely differently than the other four. When changing the Group By option, you will change how the data is aggregated. 

The default view is Group By: Property but you may choose Agent, Source, Contact, or a Custom Attribute (as defined on the Attributes page in Admin). 

 

Fields:Screenshot 2023-12-12 at 2.53.55 PM.png

Property/Agent: The property or agent for which the engagement score is calculated. Agents will show when property dropdown is selected.

Recent Score: The engagement score for the row as calculated recently (live). You can click on this value and it will expand out to engagement scores by time and day for further inspection.

Avg Score: The average engagement score for the row. This is the average based on your office hours set in Admin > Knockbot. 

Green: The number of Active Green Prospects for the row. This is all the prospects that are not Lost, Leased, or Waitlisted but have been followed up with appropriately.

Red: The number of Active Red Prospects for the row. This is all prospects that are not Lost, Leased, or Waitlisted, and therefore need to be followed up with but have not been.

Avg Followup: The average follow-up for the row. This is calculated the same as the Conversions report. Knock counts one follow-up type per day. Meaning if you email a prospect five times in one day that counts as one follow-up. If you email once, call twice that would count as two, as there are two different types of communication being made.

Raw Data: This report includes Daily and Hourly Live Scores set by the Date Range filter.

 

 

 

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