Call Source: Non-Sales Call Analysis report
This report gives you the ability to compare call sources and facilities with respect to the following:
• The total number of payments that were submitted.
• The number of incoming calls that storage counselors associated with different Non-Sales call classifications.
NOTE: For more call source report information, including counts and results for calls assigned to the
Sales category, see
Call Source.
Things to know
Scope of the report
Data for this report is obtained from the following items:
• Incoming calls and online Live! Chat sessions that storage counselors handled and associated with a Non Sales designation.
• Automated payments made after the caller chose XpressPay from the IVR options.
Call Source query selections
After you use the report query filters to select a time range and facilities, the Call Source query filter is dynamically updated to list the call sources that were associated with facility contacts that arrived during that time period.
No Call Source category
Calls that are not associated with a specific call source are grouped in the No Call Source category.
Report data
The report table displays data for the following parameters:
Total Non-Sales Contact Notes - Summary count of all Non-Sales contacts that were either handled by storage counselors or resulted in a a payment submittal through XpressPay.
Payment - Calls that resulted in a payment, including payments submitted through XpressPay and payments made with the assistance of a storage counselor.
Balance Inquiry - Tenant balance inquiries.
Rental Assistance - Calls in which a counselor attempted to reserve a unit but encountered an error message or other issue that blocked the reservation process.
Business Message - Calls from parties such as vendors and maintenance personnel that are related to facility business operations, or calls from the facility, such as Live! Megan test calls made from a facility kiosk.
Existing Tenant - Miscellaneous calls made by tenants to ask questions or leave messages.
Existing Customer Gate Code Provided - Calls from tenants who are experiencing gate code issues for reasons other than the existence of an overdue payment balance.
Incident - Calls that involve a report of an incident or issue on the property.
Vacate Information - Tenant calls made to inquire about vacate policies or to provide vacate notice.
Truck Only - Calls related to truck rental inquiries or other communications pertaining to a truck that has been rented.
Auction Information - Calls from parties who wanted information about auctions at the facility.
Non-Storage - Calls that are not related to a rental, a current tenant or the facility business. Applied to calls such as wrong numbers, recorded messages, personal calls for facility staff, and so forth.
No Caller - Calls in which the counselor failed to receive a response from the caller.
Transfer - Calls that ended in an internal transfer. This includes calls sent to an alternate-language queue, the Customer Service queue or a call center manager.
Non-payment XpressPay Calls - General grouping for XpressPay calls that ended without a payment submittal.
Other - General grouping for call classifications not otherwise listed in the report.