Call Measurement Summary
This report presents summary data for calls to the facility that were either handled at the call center or else went to voicemail. Calls that storage counselors designated as Sales category calls are further partitioned by classification (Lead, Inquiry, Reservation and so forth) and the counts for each classification type are used to calculate Sales Opportunity Conversion Rate values.
Report Data
The report columns are grouped in high level sections, as described below.
Call Volume section
Presented - Count for calls that were placed in queue for at least 20 seconds.
Answered - Count for calls answered by storage counselors.
NOTE: Any difference between Presented and Answered counts are typically due to callers who abandoned while waiting in queue.
Voicemail section
Total - Count for all calls that went to voicemail.
After Hours - Count for calls sent to voicemail because they arrived after regular call center hours.
IVR - Count for calls sent to voicemail because the caller chose the Voicemail option from the facility IVR.
Other - Count for all calls sent to voicemail for all other reasons. This applies to calls that arrived during a call center holiday, calls to facilities that use the OpenTech feature, automated calls whose Call IDs were previously added to the , calls that arrived when no agents were logged in, and so forth.
Call Overview section
Rsvr - Count for Sales calls that resulted in a reservation.
Kiosk - Count for calls in which the storage counselor assisted a kiosk user.
Appt - Count for Sales calls that resulted in an appointment.
Lead - Count for Sales calls that storage counselors classified as leads.
Inquiry - Count for Sales calls that storage counselors classified as inquiries.
Refused - Count for all Sales calls in which the caller declined to provide identifying information.
NOTE: Refused calls are recorded and tracked on the basis of the Caller ID.
Sales Opportunity Conversion Rate section
Sales - Count of all calls designated as Sales contact during the time period specified for the report.
Rsvr - Percentage of all Sales calls classified as Reservations that were subsequently linked to a rental.
Kiosk - Percentage of all calls made by prospects from the facility kiosk that were subsequently linked to a rental.
Appt - Percentage of all Sales calls classified as an Appointment that were subsequently linked to a rental.
Lead - Percentage of all Sales calls classified as a Lead that were subsequently linked to a rental.
Inquiry - Percentage of all Sales calls classified as an Inquiry that were subsequently linked to a rental.
Refused - Percentage of Sales calls in which the caller declined to provide identifying information and were subsequently linked to a rental.