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QBR Deck Metrics

  • Updated

This article outlines the key metrics covered in your Quarterly Business Review (QBR). The QBR provides a comprehensive overview of how your AI Assistants for Leasing, Resident, and Voice are performing at your properties, focusing on the volume of work handled by the AI and the resulting time savings for your on-site leasing teams. By reviewing these metrics, you can assess the efficiency and impact of the AI on your operations.

 

Each metric is taken from a date range that will be included in the QBR deck.


Leasing Performance

  • Total number of leads engaged by your AI Assistant

  • Total number of leasing messages sent by your AI Assistant

  • Total number of follow-ups sent by your AI Assistant

  • Hours saved

    • Calculated by multiplying the number of messages sent by the average time an onsite agent would spend responding to a message (~5 minutes)

  • Total number of foreign language conversations

    • Including a breakdown of specific languages (e.g. 90% Spanish, 5% Mandarin, etc.)

Tours

  • Total number of tours booked

    • Includes all tours booked, including those booked by the onsite team or through online self-schedulers

  • Number of tours booked by your AI Assistant

  • Percentage of shows and no-shows

  • Percentage of "tour status unknown"

    • Status unknown usually indicates that an agent forgot to mark the tour status

After Hours

  • Percentage of leads reaching out after hours (handled by your AI Assistant)

  • Percentage of messages sent by your AI Assistant after hours

  • Number of messages sent after hours

    • Includes both reactive (your AI Assistant responding to incoming messages) and proactive (your AI Assistant sending follow-ups) messages

    • Note that your AI Assistant will not proactively reach out after about 8-9pm

  • Hours saved after hours

    • Your AI Assistant handling messages after hours frees up your team's time the following day

Agent Statistics (Handoffs)

  • Total number of leasing handoffs

  • Total number of leasing handoff resolutions

    • Resolutions are handoffs that have been fully resolved by your onsite team

  • Leasing handoff resolution rate

    • The amount of handoffs resolved can be used to identify engagement concerns for onsite teams

  • Early agent takeover rate

    • The amount of conversations that agents assign to themselves before your AI Assistant hands them off

    • This number should ideally be under 20%

VoiceAI for Leasing

  • Total number of calls answered by your AI Assistant

  • Engagement rate

    • The percentage of callers that engage in conversation with your AI Assistant

    • The remaining percentage includes callers that hang up within 10 seconds, meaning your AI Assistant has answered the call and introduced themselves but likely did not engage in conversation with the caller

  • Abandonment rate

    • The percentage of callers that hang up before the call is answered by either your AI Assistant or a live leasing agent

  • Percentage breakdown of caller types

    • This includes callers for leasing and resident, as well as the percentage of spam/vendor calls

  • Lead to tour conversion

    • Leads that schedule a tour through VoiceAI

  • Lead to show conversion

    • Leads that show up for their tour scheduled through VoiceAI

  • Handoff rate

    • Most VoiceAI handoffs are from callers insisting to speak to a human

  • Handoff missed rate

    • The percentage of handoff calls that are not answered by the onsite team

  • Hours saved

    • Calculated by multiplying the number of calls by the average call duration (45 seconds)

  • Cost saved

    • Based on a 45 second call duration average and the average wage for your onsite team

 

Resident Performance

  • Total number of resident handoffs

  • Total number of resident handoff resolutions

    • Resolutions are handoffs that have been fully resolved by your onsite team

  • Resident handoff resolution rate

    • The amount of handoffs resolved can be used to identify engagement concerns for onsite teams

 

Delinquency Performance

  • Total number of delinquency messages sent by your AI Assistant

  • Hours saved

    • Calculated by multiplying the number of messages sent by the average time an onsite agent would spend responding to a message (~5 minutes)

  • Total amount of money collected from delinquent residents after your AI Assistant sent a payment reminder

    • Does not include amount collected by your onsite team

  • Total number of residents that submitted a payment after the first reminder by your AI Assistant

  • Percentage of conversations taking place via SMS and via email

    • To maximize resident response rates, your AI Assistant will alternate between SMS and email reminders if the resident does not respond

  • Percentage of SMS engagement rate and email engagement rate

    • Typically, email engagement rates will be lower than SMS

 

Maintenance Performance

  • Number of work orders submitted by your AI Assistant

  • Number of Google review links sent

    • Your AI Assistant will only send links to request a Google review if the resident expresses gratitude or satisfaction with the service after a work order has been completed

    • If a resident is unhappy or does not respond following the completion of the work order, your AI Assistant will not send a Google review link

  • Number of emergency maintenance calls

  • Top work order themes

    • For example: Air conditioning, toilet, general in-unit

 

Time and Cost Savings

  • Total hours saved for each product: Leasing, Voice, Resident, Delinquency, and Maintenance

  • Total cost savings

    • Calculated by totaling the cost savings for each product

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