Release Notes | September 19, 2017

Pulse Report Updates

New Call Diagram Report

The new Call Diagram was created to show the flow of a call from the stage at which it enters the system up to the stage it is completed.  We are in the process of updating all Pulse reports to reflect the new Call Definitions so that any column reported on that is at the same stage as shown in the diagram will match.

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PULSE BASIC UPDATES

Queue Abandonment (Calls):

  • Query Update - Ensures that the total amount of abandoned calls equals the abandoned call stage in the Call Diagram.
  • Chart Update - Changed the series name from Number of Calls to Abandoned Calls.

Queue Abandonment (Chats):

  • Query Update - Uses the same query structure that was updated in the calls portion.  Since this relates to chats there is nothing to compare against the Call Diagram for this report.
  • Chart Update - Changed the series name from Number of Chats to Abandoned Chats.

Call Volume Aggregation:

  • Query Update - Ensures that the Total Calls listed matches the total stage in the Call Diagram.

Exception [Non Lead]-Detail:

  • Query Update - Ensures that the amount of rows in this report referring to non lead calls match with the non lead stage in the Call Diagram.
  • Filter Update - Added a Direction filter to allow the user to view All Calls, Inbound, or Outbound.
  • Table Update - Fixed the table presentation by updating formatting and sorting.

Exception [Non Lead]-Summary:

  • Query Update - Ensures that the total amount of dispositioned calls in this report match with the dispositioned stage in the Call Diagram and that the res|lead and non lead calls match their corresponding stage in the Call Diagram as well.
  • Filter Update - Added a Direction filter to allow the user to view All Calls, Inbound, or Outbound.
  • Table Update - Changed the name of the Answered column to Dispositioned.
  • CSV Export Update - Changed the name of the Answered column to Dispositioned.

Calls/Leads Lost:

  • Query Update - We updated this query to ensure that it STARTS with calls already filtered down to the lost stage of the Call Diagram.  In most cases this number will match but it could be a couple of calls off because we add an additional filter to only include calls that match the lead lost reason.

PULSE CAMPAIGN UPDATES

Campaign Revenue:

  • Chart Update - Moved the Campaign Statistics Revenue Pie Diagram to here.

Campaign Statistics:

  • Query Update - Updated the underlying query to match the Call Diagram.  The data is a portion of campaign so it will not match entirely as calls not associated to a campaign will not be included.
  • Chart Update - Chart has been removed and is now in the Campaign Revenue report.
  • Table Update - Removed revenue and sales related fields which are now calculated in the campaign revenue.  This report now focuses on Call, Chat, and E-mail counts.

Conversation Campaign Statistics:

  • Report Removed (Duplicate of Campaign Statistics).


New Agent Call Diagram Report

The new Agent Call Diagram was created to show the flow of a call from the stage at which it is made or assigned to an Agent up to the stage it is completed.  All Agent related reports should go through the Agent Call Diagram flow.  This differs from the Call Diagram in that a call can be answered by more than 1 Agent, so this flow recognizes the difference in Agents who have answered a call.  The Agent Call Diagram will match the Call Diagram from Dispositioned forward.

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PULSE AGENT UPDATES

Agent Conversation Results:

  • Query Update - This report will now be based off of Dispositioned Calls.  
  • Filter Update - I have added Conversation Type (Call, Chat, Both) and Call DIrection (Inbound, Outbound, Both) filters.
  • Table Removed - Conversation Results (Duplicate of this one) is now removed.

Agent Conversation Productivity:

  • Query Update - This report is now based off of Handled Calls and will also show Dispositioned.
  • Filter Update - I have added Conversation Type (Call, Chat, Both) and Call DIrection (Inbound, Outbound, Both) filters.
  • Table Removed - All Agent Handle Reports are now removed.
  • Table Update - I have added in 2 columns for Handle Time (Total and Average) that used to only be available in the Agent Handle Reports.
  • Table Update - Sortability now works for all of the columns.
  • Table Update - Each Agent is now listed as a link.  When clicked on you will be brought to the an executed version of the Agent Conversation Productivity Details report with all of the corresponding filters filled in.  This allows the user to see a breakdown of each conversation handled by that particular agent.

Agent Conversation Productivity Details:

  • Query Update - This report is now based off of Handled Calls and will also show Dispositioned.
  • Filter Update - I have added Conversation Type (Call, Chat, Both) and Call DIrection (Inbound, Outbound, Both) filters.
  • Chart Update - This chart shows each conversation or wrap-up that has occurred in the given time range broken out by hour of day.  You can see the duration for each conversation or wrap-up that occurred over the time range and find out specific details about the point.
  • Table Removed - All Agent Handle Reports are now removed.
  • Table Update - This report can be used as a standalone report or accessed via click of the Agent’s name link in the Agent Conversation Productivity report.

Audited Conversion Rate:

  • Query Update - This report is now based off of Dispositioned calls and you can also see the Total Res|Leads and Conversions here as well.
  • Filter Update - I have added the Call Direction (Inbound, Outbound, Both) filter.

Call Conversions:

  • Query Update - This report is now based off of Dispositioned calls and you can also see the Total Res|Leads and Conversions here as well.
  • Filter Update - I have added the Call DIrection (Inbound, Outbound, Both) filter.
  • Table Update - Fixed the table presentation by updating formatting and sorting.

Chat Conversions:

  • Table Update - Fixed the table presentation by updating formatting and sorting.

One Call Resolution:

  • Query Update - This report is now based off of Dispositioned calls and you can also see the Total Res|Leads.  Call Conversions are smaller as they are filtered down to those that were one call resolution only.
  • Filter Update - I have added the Call DIrection (Inbound, Outbound, Both) filter.

PMS Report Updates

The Unit Management Revenue Report was updated to fix a couple of issues.  We were notified in ticket that when running this report for a unit YTD it was timing out. That issue has now been fixed. While discussing this report we also noticed issues with the Res Guest Charges where certain Voids were getting calculated into the total as well as an issue with the Misc Guest Charges where the value was being multiplied by the number of reservations.  All of these issues have now been fixed. 

We created a second report titled 'Unit Management Revenue By Transaction' that will be available this release. The original report lets you choose 'Check In', 'Check Out', and 'Reservation Created At' date for the Start and End Date filters.  This new report will utilize the Transaction Date for its Start and End Date filters.

Unit Management Revenue Report (By Transaction)

These two report retrieve the total amount of revenue that was generated for the management company over a specified period of time against the check-in date, check-out date, reservation created date, or the transaction date (if Unit Management Revenue By Transaction report is used).

The Unit Management Revenue By Transaction report will contain all of the same columns as the Unit Management Revenue report with the exception of Reservations and Nights.

Description of the columns in these reports is in the table below:

Column Name

Data Type

Description

Example

Unit Name

String

The name of the Unit that is being report on.

Track Cabin 1

Max Occupancy

Number

The maximum occupancy of the unit.

10

Bedrooms

Number

The number of rooms contained in this unit.

4

Reservations

Number

A count of total reservations for this unit over the selected time period.

2

Nights

Number

A total number of nights calculated against all the counted reservations for this unit over the selected time period.

10

Total Rent

Currency

The total value of the rent that was charged on this unit.

$1025.00

Net Rent

Currency

The value of the rent minus travel agent commission charged on this unit.

$925.00

Comm

Currency

The total amount of commission that was earned on rent of this unit for the Management company.

$185.00

Comm Pct

Percent

The Commission Pct that was charged for this Unit (Commission / Net Rent).

20%

Res Guest Charges

Currency

The total folio and reservation charges that were charged to the guest.

$475.00

Res Owner Charges

Currency

The total amount of reservation charges that have been charged to the owner on this unit over the selected time period.

$125.00

Misc Owner Charges

Currency

Additional miscellaneous charges that have been set against the owner of this unit over the selected time period.

$25.00

Total Revenue

Currency

The total amount of Management Revenue realized on this Unit (Comm + Res Guest Charges + Res Owner Charges + Misc Owner Charges)

$810.00

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