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The Engagement Report is a metric-based report that shows the rate of communication or engagement between the loan officers and borrowers via Email, SMS, RVM, and Webhook. Specific permission is required to access to the report. See the Permissions Master Document /wiki/spaces/INSPT/pages/981434369 for more details.

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Filters

Reports may be retrieved based on selected filters.

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• The Date filter is used to determine the date range of inTouch results to be displayed in the grid.

• The Branch filter is used to display grid results according to the user branch permission.

• Depending on the branch selected in the filter, the grid displays results for leads that belong to the same branch.

• The Sender filter lists all the active users of the organization who can be the sender of the inTouch action items.

Webhooks

The Engagement Report includes the option to not include webhooks when running the report. Turning the Include Webhooks toggle to Off while running the report significantly improves the speed of loading the report.

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Columns

The main grid contains the results of the filters. The results are displayed in the form of counts of inTouch action items sent out from Insellerate. To view the results, click Run Report after selecting the filter options.

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• Email action results are recorded in four columns:

  • Email Attempted: Displays count of email sends that were attempted by Insellerate

  • Email Delivered: Displays the count of emails that were successfully delivered to the recipient

  • Email Opened: Displays the count of emails that were viewed/opened by the recipient

  • Email Clicked: Displays the count of emails that contained a link which that was clicked on by the recipient

• The Email Delivered, Opened and Clicked columns always contain a percentage along with the count such as 8 (100%), 45 (97.83%). The percentages indicate how much of the previous count is applicable to this count.

• The formulas are:

  • Email Delivered percentage = (Email Attempted/Email Delivered count)*100

  • Email Opened percentage = (Email Opened count/Email Delivered count)*100

  • Email Clicked percentage = (Email Clicked count/Email opened count)*100

• The Totals row for the Delivered, Opened, and Clicked columns displays the sum of all the counts and the average percentage of all rows.

RVM Action Results

• RVM action results are recorded in three columns:

  • RVM Attempted: Displays count of RVM calls that were attempted by Insellerate

  • RVM Sent: Displays count of RVM calls that were successfully made to the application

  • RVM Responded: Displays count of inbound calls that were made by the recipient to the RVM number

• The RVM Sent and Responded columns always contain a percentage along with the count such as 8 (100%), 45 (97.83%). The percentages indicate how much of the previous count is applicable to this count.

• The formulas are:

  • RVM Sent percentage = (RVM sent/RVM attempted count)*100

  • RVM Responded percentage = (RVM responded count/RVM sent count)*100

• The Totals row for the Sent and Responded columns displays the sum of all the counts and the average percentage of all rows.

SMS Action Results

• SMS action results are recorded in three columns:

  • SMS Attempted: Displays count of text messages that were attempted by Insellerate

  • SMS Sent: Displays the count of text messages that were successfully sent to the application

  • SMS Responded: Displays count of text messages that were replied in response to the inTouch SMS by the recipient to the SMS number

• The SMS Sent and Responded columns always contain a percentage along with the count such as 8 (100%), 45 (97.83%). The percentages indicate how much of the previous count is applicable to this count.

• The formulas are:

  • SMS Sent percentage = (SMS sent/SMS attempted count)*100

  • SMS Responded percentage = (SMS responded count/SMS sent count)*100

• The Totals row for the Sent and Responded columns display the sum of all the counts in the column and the average percentage of all rows

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• Webhook action results are recorded in two columns:

  • Webhook Attempted: Displays count of text messages that were attempted by Insellerate

  • Webhook Sent: Displays the count of text messages that were successfully sent to the application

• The Webhook Sent column always contains a percentage along with the count such as 8 (100%), 45 (97.83%). The percentages indicate how much of the previous count is applicable to this count.

• The formula is Webhook Sent percentage = (Webhook sent count/Webhook attempted count)*100

• The Totals row for the Sent columns display sum of all the counts in the column and the average percentage of all rows.

Filter Type of Each Column on the Main Grid