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.
Why Use Phone Reporting?
This page is designed to 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.
Key Metrics Overview
System Performance
- All Incoming Calls- All calls to EliseAI owned vanity numbers minus spam and vendors
- EliseAI Managed Calls- Calls where the EliseAI product is active (leasing, resident, or both)
- AI Answered Calls- Calls that actually make it to VoiceAI. If AI is capturing overflow and the office picks up or if caller drops off before connecting, these would not appear in this count.
Incoming Call Sources
- Leasing- Calls where the detected caller intent or status was a lead
- Resident- Calls where the detected caller intent or status was a 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, such as hanging up before pressing an IVR menu option
- Leasing Office Answered- Office Answered Calls 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- VoiceAI answered calls during office hours where the initial call handling was set in the Voice Hub to ring the Leasing Office first
- AI Answered: VoiceAI First During Office Hours- VoiceAI answered calls during office hours where the initial call handling was set in the Voice Hub to VoiceAI answers first
- AI Answered: VoiceAI First After Hours- VoiceAI answered calls after hours (VoiceAI picks up first for all after hours calls)
- Office Missed Call Rate- Percentage of calls that went to 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
VoiceAI Answered Performance
- Engagement Rate- Percentage of callers that engaged with the AI, specifically they did not hang up within 10 seconds.
- Approximate Time Saved- Sum of time AI spent engaging with a caller
- Median AI Call Duration- Median call duration of AI answered calls
- Transfer Rate (During Call)- 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
- Transfer Rate (After Call)- 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
Leasing Outcomes
- Leads- The unique number of leasing calls where the first channel was VoiceAI de-duplicated across the portfolio or filtered communities i.e. 1 lead calling 3 times equals 1 lead
- Lead to Tour Rate- tours booked / total leads
- Lead to Attended Rate- tours attended / total leads
- Lead to Applied Rate- leases applied / total leads
- Lead to Signed Rate- leases signed / total leads
Resident Outcomes
- 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 an escalated issue was acknowledged
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: Understand 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.