The Phone Reporting page in AI Portal provides an in-depth view of your phone performance, offering critical insights into how your team and your AI Assistant are handling incoming calls. This tool empowers you to identify trends, optimize workflows, and improve overall efficiency, whether you're managing leasing calls or supporting residents.
To access your phone reporting page, click Reports in your AI Portal's left sidebar, then click Phone in the Reports dropdown menu.
Navigate to each section of this article with the links below:
- Why Use Phone Reporting?
- Set Your Phone Reporting View
- Key Metrics Overview
- How This Helps Your Team
Why Use Phone Reporting?
This phone reporting page can help you:
- Track system performance: Understand how incoming calls are managed and how VoiceAI contributes to your operations.
- Optimize resource allocation: See where your team and AI Assistant can work together most effectively.
- Improve customer experience: Identify opportunities to reduce missed calls and increase engagement with callers.
- Measure success: Monitor key metrics to evaluate the outcomes of leasing and resident support calls.
Set Your Phone Reporting View
Use the settings on the right side of your phone reporting page to configure your view.
Set your reporting timeframe by choosing Start and End Dates
Select a Community or Community Group to view its specific phone data. Or, select (All) to view phone data for your entire organization.
Key Metrics Overview
The following sections describe the metrics listed on your phone reporting page.
System Performance
- All Incoming Calls: All calls to EliseAI owned vanity numbers minus spam and vendors
- EliseAI Managed Calls: Calls on which the EliseAI product is active (leasing, resident, or both)
- AI Answered Calls: EliseAI managed calls handled by VoiceAI. If your AI is capturing overflow and the office picks up or if caller drops off before connecting, these calls would not appear in this count.
Incoming Call Sources
- Leasing: Calls where the detected caller intent or status was prospect/lead.
- Resident: Calls where the detected caller intent or status was resident.
EliseAI Managed Call Details
- Hung Up Before VoiceAI Activated: Calls where the caller dialed the EliseAI owned number. but hung up before the Voice System was activated. For instance, the caller hung up before pressing an IVR menu option
- Leasing Office Answered: Calls your office answered on the initial inbound call. Does not include calls that the AI has transferred. Includes repeated transfer calls (#), which skip the AI if a caller has been transferred and calls back within 2 days.
- AI Answered: Overflow from Leasing Office Missed: Calls VoiceAI answered during office hours where the initial call handling was set to ring the Leasing Office first.
- AI Answered: VoiceAI First During Office Hours: Calls VoiceAI answered during office hours where the initial call handling was set to VoiceAI answers first.
- AI Answered: VoiceAI First After Hours: Calls VoiceAI answered after hours (VoiceAI picks up first for all after hours calls).
- Office Missed Call Rate: Percentage of calls that went to your office first and were missed.
- Abandonment Rate: Calls where the caller hung up before the Voice System was activated i.e. Hung up Before Voice System Activated over EliseAI Managed calls
- After Hours Rate: Percentage of EliseAI managed calls received after business hours
VoiceAI Answered Performance
- Approximate Time Saved: Sum of time VoiceAI spent engaging with callers
- Median AI Call Duration: Median call duration of VoiceAI-answered calls
- Transfer Rate: Percentage of engaged calls where the AI could not answer a question and had to hand-off to an agent or take a message during the call
- Engagement Rate: Percentage of callers that engaged with the AI. In this case, Engagement means that the caller stayed on the line for at least 10 seconds.
Transfer Reasons
Click the *View Transfer Reasons link at the bottom of the VoiceAI Answered Performance section to view a detailed breakdown of reasons why your VoiceAI transfers calls.
This page displays the following items:
- A list of transfer reasons and their percentage breakdown
- A bar chart that ranks each transfer reason from most frequent to least frequent
- A Transfer Rate Over Time graph that shows how your transfer rate has changed over time.
Transfer reasons include categories such as:
- Representative: The caller asks to speak with a live agent
- Maintenance: The caller needs to speak with a member of your maintenance team
- Missing / Incomplete Knowledge: The caller asks a question and VoiceAI does not know the answer.
Leasing Outcomes
The Leasing Outcomes section displays how well your VoiceAI drove outcomes for your leads.
- Leads: The number of unique leasing calls to VoiceAI de-duplicated across your portfolio or filtered communities (e.g. One lead calling three times equals one lead)
- Lead to Tour Rate: Tours Booked / Total Leads
- Lead to Attended Rate: Tours Attended / Total Leads
- Lead to Applied Rate: Leads Applied / Total Leads
- Lead to Signed Rate: Leases Signed / Total Leads
Resident Outcomes
The Resident Outcomes section displays how your team resolves calls escalated by VoiceAI.
- Escalated Calls: Number of calls where the “Escalation: Sequential Dial” option was selected in the Voice Hub settings page
- Resolution Rate: Number of escalated calls accepted by the on-call staff by pressing 1 to accept or acknowledging the issue via text message over Total number of Escalated Calls. Does not include work order resolution.
- Median Time to Resolution: Median amount of time before it took for your team to acknowledge and escalation.
How This Helps Your Team
The Phone Reporting page gives you actionable insights into:
- AI effectiveness: Evaluate how well VoiceAI supports your operations; saving time and improving engagement.
- Team performance: Identify missed call patterns and escalation handling efficiency.
- Leasing and resident outcomes: Assess the impact of calls on leads, leases, and resident satisfaction.
With these metrics, you can make informed decisions to enhance operations, reduce missed opportunities, and create a seamless experience for both leads and residents.