Calls Report Guide

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

For in-depth metric definitions go here.

Overview

Knock's Calls report is a great way to understand the how your properties are handling their call traffic directly. It includes details around how many people are requesting texts, and call outcomes for any of your properties. One important note here is that the calls that are logged here are those that go through a Knock tracking number.

 

Here are a few questions you can answer using this report: 

 

(1) What day of the week has the most inbound calls during business hours? 

This question is to help assess the performance and staffing of properties on specific days of the week. For busier days, a higher number of calls may be missed and staffing may need to be adjusted to accommodate. 

 

To answer the question, we will look at the month of May and change the Caller Type to 'First and Return Call' to capture all calls from prospects (i.e., excluding calls from residents). Once the report finishes loading, you can select the 'Calls (by Day)' tab in the visualization as shown in the screenshot below. 

 

 

The graph only displays calls that were within business hours for the properties selected. In this case, there are likely fewer properties open on Saturday and Sunday. The key insight, however, is that Wed through Friday have the highest number of inbound calls (and, consequently, the highest number of missed calls). 

 

Given this information, we may want to consider investing in better automated answering systems (such as Knock's AI Voice), increase staffing on these days, or otherwise supplement staffing on properties to answer calls. 

 

(2) What hours are the most problematic for answering calls? 

 

Given our findings in Question 1, we may want to look at a different slice of data to help us with our staffing question. There may be specific times of day where help would be most impactful. To answer this question, all we have to do is select the 'Calls (by Hour)' tab. 

 

 

Using the data in this graph, we can see that the highest number of calls occur between 10 AM and 2 PM. If we wanted to improve our answer rate for Wednesday through Friday, then we would want to consider options that optimize the resources available during these times. 

 

(3) What properties have the most calls occurring outside of business hours? 

 

This question is to help assess whether your property is open at the 'right' hours for your prospects. To answer this question, we'll use the same parameters from Questions 1 & 2, change the 'View By' filter to 'Percentage', and look at the main table for the analysis. 

 

Using the above screenshot of the table, we can see that the last two properties listed have the highest percentage of calls that occur outside business hours. Too high of a percentage may indicate the need for different business hours for these properties. Another way to address the issue is to consider automated systems (such as Knock's AI Voice) that handle calls outside business hours. 

 

Filters

Filter Name	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.
Date Range	You may select one of the preset date ranges available (defaults to Last 7 Days) or you may enter a custom date. Once you complete the date selection the report will automatically reload. The Last 7 Days filter includes the current day.
Caller Type	User may filter down to specific caller types including ‘All’, ‘First Time’, ‘Resident’, ‘Return Call’, and ‘First And Return Call’. First Time: indicates that this is the first incoming call from the prospect (at any time). Resident: indicates that the call was received from a current resident. Return Call: indicates that this prospect has called previously (at any time). First And Return Call: indicates that this is a prospect call and includes both first and return calls.
View By (Count/Percentage)	Allows a user to toggle between showing the data in the report as a percentage or a count.

 

Tiles

 

 

Visualizations

The main data table is aggregated by property. The user will see three distinct graphs above the data table: (1) Calls (by Day), (2) Calls (by Hour), and (3) Answer Rate (by Date).

Each of the graphs will only display calls that occur during the business hours that are set in Admin (i.e., Knock Admin ).

 

If no hours are selected across any days then we will assume 9:00 AM to 5:00 PM.

(1) Calls (by Day)

Represents the total volume of calls answered and missed by day. Calls should be aggregated by the day of the week for the date range selected.

 

For example, if selecting the entire month of June (June 1 - June 30th 2023), then we would expect Monday to include calls that occurred during business hours for those 4 Mondays (5th, 12th, 19th, 26th).

 

Days where the property is closed entirely will not be shown. For example, if the property is closed on Sunday, as in the screenshot above, then Monday through Saturday would show in the graph.

 

(2) Calls (by Hour)

Represents the total volume of calls answered and missed by Hour.

Calls are aggregated to the hour in which they occur for business hours of the property.

For this to occur, over a selected date range, we would want the minimum hour and maximum hour from the properties Doorway hours.

Example: Using the Doorway Hours above and the Last 7 Days filter the user would expect to see 9:00 AM to 6:00 PM on the graph. Calls that occur between 5:00 PM and 6:00 PM will be included in the 5:00 PM slot.

(3) Calls (by Date)

 

Represents the total percentage of calls answered and calls missed by Date.

Calls should be aggregated by the date on which they occur.

 

Data Definitions

Data Point	Definition
Total Calls	The total number of inbound calls received in the selected time range for the Caller Type filter applied. This includes leads marked as ‘Not a Prospect’
Answered	The total number of calls that were answered during business hours. This means the call was picked up before getting to voicemail in the selected time range for the Caller Type filter applied. This includes leads marked as ‘Not a Prospect’.
Missed	The total number of calls that rang through to voicemail but didn't leave a voicemail message during business hours and in the selected time range for the Caller Type filter applied. This includes leads marked as ‘Not a Prospect’
Voicemail	The total number (or percentage) of calls that were missed and resulted in a voicemail during business hours in the selected time range for the Caller Type filter applied. This includes leads marked as ‘Not a Prospect’
Requested Text	The total number (or percentage) of callers that opted into being contacted by SMS in the selected time range for the Caller Type filter applied. This includes leads marked as ‘Not a Prospect’
Off Hours	The total number (or percentage) of calls that occurred outside of business hours as defined in Admin - Doorway Hours for the selected date range for the Caller Type filter applied. This includes leads marked as ‘Not a Prospect’
Raw Data	Granular breakout of the calls report aggregated by date. The dates are those that are selected via the Date filter which could be a default range (e.g., Last 7 Days) or a custom date range. Includes the following columns: Date Total Calls Answered # / % Missed # / % Voicemail # / % Requested Text # / % Off Hours # / % All the above columns use the definitions provided above but are aggregated by the date.