Activity Report Guide

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

For in-depth metric definitions go here.

Overview

Knock’s Activity Report was developed to help customers understand the volumes and types of outbound communications and activities performed by leasing agents. It is the most detailed communications report we offer that details total and average volumes of communication types sent by property and by agent.

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

(1) How much 'work' is a property/agent having to handle over a 2 week period?   

This question is to help gauge the workload that any given property/agent is managing. With the Activity report, you can view the total number of follow-ups completed, visits given, and leases completed in any given time range by both property and agent. To get to agent level detail, you will click on the carrot next to the property name. 

To answer the question, we will want to leverage the 'Event' tab of this report and select any 2 week period. 

In the above screenshot, we can see that the 'QA Apartment Homes' property had 7 leads and 7 prospects who had an 'activity' during this time range. Of these leads and prospects, we can see that the majority of these leads/prospects were being worked (i.e., had follow-ups completed by, visits given by, and leases submitted by, etc.) by the agent 'QA User'. 

(2) How many follow-ups are properties/agents sending over a 2 week period? Are properties/agents using each communication channel?

You may want to use the Activity report to get a sense of agent followup behavior. Some customers love to see their agents using a mix of channels to communicate with prospects and others have a requirement for how many followups to complete.

Using the screenshot from Question 1 for the same 2 week period, we can see that 'QA User' completed 2 followups during this time range. When you click the right carrot the column for Followups can be expanded to show the channel of those communications. 

The two followups that were completed were made via Email and Text. Using this data, you can determine the mix of channels across properties/agents. 

One important note is that when you click on one of the hyperlinks to view the prospect list you will see a different number than displayed for the metric. This is because you may send multiple followups to a single prospect.

(3) For leads created in the month of April, how many of those ended up visits and leased? 

A third use case for the Activity report is to gain a better understanding of the work generated by leads generated during a given time and the effectiveness of agents in moving prospects along the funnel. 

To get to this insight, we will want to navigate to the 'Created' tab of this report. All of the metrics are the same but will focus on only those leads created during the selected time range. 

Using the above screenshot, we can see that 'QA RealPage Apartment Homes' generated 10 new leads and prospects. Of those 10, we can learn the following: agents completed 0 followups for these leads, guided 5 visits, and submitted 1 lease. The visits and followups may be associated with 1 or more of these leads (i.e., a lead may visit more than once).

This insight can help managers staff appropriately and better understand what work will be generated from various marketing activities.  

Filters

This report can be filtered on Date Range and Property as described below.
 
Filter Description
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 does not include the current day.

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

 

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

Event

This view shows all the events that happened in the time range regardless of when the lead/prospect was created.

Example: if you have your date range set to the month of August and a lease or visit was generated in that time range by a lead/prospect who submitted their information to you in July, that will be reflected in this view. This is the way to see all the activity - or events - at your property. This is a good default view.

Created

This view shows only shows the events that happened for leads/prospects that were created in the date range.

Example: if you have your date range set to the month of August and a lease or visit was generated in that time range by a lead/prospect who submitted their information to you in July, that will not be reflected in this view. This is a good way to understand the outcomes of leads generated in a certain time and more useful for deep dives into your data than a default view.

 

Graphs

The visualization included in this report shows the number of follow-ups per prospect in percentage. This provides insight into the distribution of channels that are being used by agents to engage with prospects. 
 
followups.png
 

 

Data Definitions

Event Tab

 

Data Point Definition
Leads

The number of leads that had any activity type in the selected time range on this tab.

This data includes leads marked as Not a Prospect.

Activity Type includes: 

    • Outbound Follow-ups:  Call Events, Text Events, Email Events, Bulk Email Events, and Facebook Message Events
    • Referral Events
    • Lease Events 
    • Visit Events - Includes Walk-ins and Appointments
Prospects

The number of prospects that had any activity type in the selected time range on this tab.

This data does not include leads marked as Not a Prospect.

Activity Type includes: 

    • Outbound Follow-ups:  Call Events, Text Events, Email Events, Bulk Email Events, and Facebook Message Events
    • Referral Events
    • Lease Events 
    • Visit Events - Includes Walk-ins and Appointments
Follow-Ups

The number of outbound Follow-ups across all communication channels sent to any prospects in the selected time range on this tab.

This does not include Follow-ups sent to prospects outside of the selected time range, calls with a call duration of 0, or automated messages.

Visits

The number of visits that took place in the selected time range on this tab.

This number includes those marked as Not a Prospect.

Visits in this report captures all individual visits (i.e. a lead or prospect can visit multiple times and/or in multiple ways and each time will count as its own visit)

Leases

The number of lease events that took place in the selected time range.

This number includes those marked as Not a Prospect.

Referrals

The number of referral events (via cross-sell) that took place in the selected time range.

This does not include any leads marked as Not a Prospect.

Qualification

The number of “prospects” divided by the number of “leads” in the selected time range on this tab.

This number is a measure of lead quality, where the closer it is to 100% the better.

Follow-Ups per Prospect The number of “Follow-ups” divided by the number of “prospects” in the selected time range on this tab.
Show per Visit

This is the total number of “Shows” divided by the number of “Visits” on this tab.

Shows is the number of units shown in the selected time range and includes Not a Prospect.

Referrals per Prospect This is the number of “Referrals” on this tab from our cross-sell feature divided by the number of prospects on this tab.

 

Created Tab

Data Point Definition
Leads

The number of leads created in the selected time range on this tab.

This data includes leads marked as Not a Prospect.

Prospects

The number of prospects created in the selected time range on this tab.

This data does not include leads marked as Not a Prospect

Follow-Ups

The number of outbound Follow-ups across all communication channels sent to the prospects created in the selected time range on this tab.

This does not include Follow-ups sent to prospects outside of the selected time range, calls with a call duration of 0, or automated messages.

Visits

The number of visits associated with the leads created in the selected time range on this tab. This number includes those marked as Not a Prospect. 

Visits in this report captures all individual visits (i.e. a lead or prospect can visit multiple times and/or in multiple ways and each time will count as its own visit)

Leases

The number of lease events that took place in the selected time range.

This number includes those marked as Not a Prospect.

Referrals

The number of referral events (via cross-sell) associated with the prospects created in the selected time range.

This does not include referrals associated with prospects created outside of the selected time range.

Qualification

The number of “prospects” divided by the number of “leads” in the selected time range on this tab.

This number is a measure of lead quality, where the closer it is to 100% the better.

Follow-Ups per Prospect The number of “Follow-ups” divided by the number of “prospects” in the selected time range on this tab.
Show per Visit

This is the total number of “Shows” divided by the number of “Visits” on this tab.

Shows is the number of units shown in the selected time range and includes Not a Prospect.

Referrals per Prospect This is the number of “Referrals” on this tab from our cross-sell feature divided by the number of prospects on this tab.

 

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