Understanding Your Agent Reporting Dashboard – EliseAI

The AI Portal's Agent Reporting dashboard tracks individual agent performance in booking tours, answering calls, and other key tasks.

Use your Agent Reporting dashboard to:

Assess individual agent and user group performance.
Track task completion rates.
Pinpoint opportunities for team improvement.

To access your Agent Reporting dashboard, click Reports in your AI Portal's left sidebar, then click Agent Reporting in the Reports dropdown menu.

Navigate to each section of this article with the links below:

Require Agent Login
Agent-Assisted Metrics
Call Escalation
Open Tasks
Resolved Tasks

Require Agent Login

Organization Admins can access the Require Agents to Login to CRM switch at the top right of your Agent Reporting dashboard.

Enable this switch to require your agents to log in before using the EliseAI Portal. This allows EliseAI to attribute all activities in the AI Portal to individual agents. As a result, you will see:

An increase in event data attributed to agents.
A decrease in event data attributed to "anonymous."
NOTE: If we sync events (e.g. tours booked) from your external PMS, enabling the require login switch will not completely eliminate anonymous data.

Agent-Assisted Metrics

The Agent-Assisted Metrics tab displays a detailed breakdown of agent activities, including resolved tasks, messages sent, and tours booked.

Click on a column header to sort your table by that column's data, either in descending or ascending order.

Use the dropdown menus at the top of the page to filter your data by:

Date Range
Community
Individual Agent
User Groups, if applicable

Click the Group By... dropdown to sort your data by user, community, or community group.

Click the Columns button to open a Columns menu. Use this menu to add various types columns to your data display. Click Apply Changes at the top of the menu to save your selection.

Call Escalation

The Call Escalation tab tracks the percentage of answered vs missed calls escalated by your VoiceAI Assistant.

The table tracks calls by number of transfers: Layer 1, Layer 2, and so on.

Use the menus at the top of the page to filter your call data by date range or community.

Click the Group By... dropdown to sort your call data by community or by Voice Hub team.

Open Tasks

The Open Tasks tab tracks your team's unresolved tasks by domain, task type, and community. This data draws from your AI Portal's Tasks Page. See the Tasks in the AI Portal article for more details.

The tab contains the following panels:

Open Tasks by Domain: Tracks open tasks by individual domain - Leasing, Renewals/Maintenance, or Delinquency.
Open Tasks by Task Type: Tracks open tasks by type - Needs Reply, Tour Follow Up, and so on.
All Open Tasks: Lists all open tasks with their community, domain, and creation date.
- Click a task's View link on the panel's right side to open the task within a prospect or resident conversation. (You may need to scroll right to find this.)
Open Tasks by Community: Tracks open tasks by individual community.

Use the dropdown menus at the top of the page to filter your data by community, domain, or task type.

Enable the Group by Conversation switch on the top right to group individual tasks into whole conversations, when applicable. (You may need to scroll right to find the switch.)

When Enabled, the page groups multiple linked tasks within one prospect or resident conversation as a single data point.

For instance, a prospect sends a message that your AI Assistant hands off. This creates a Needs Reply task.
Then, the same prospect calls your leasing office and asks to speak with a live agent. This creates a Call Back task.
When the Group by Conversation switch is enabled, your page tracks this task pair (Needs Reply + Call Back) as a single conversation task.
This view reflects your Tasks Page more closely than the disabled view.

When Disabled, your page breaks out ALL tasks, including multiple linked tasks within one prospect or resident conversation, as individual data points.

Resolved Tasks

The Resolved Tasks tab tracks your team's resolved tasks by domain, task type, and community. This data draws from your AI Portal's Tasks Page. See the Tasks in the AI Portal article for more details.