Engagement Report

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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 the report. See the /wiki/spaces/INSPT/pages/981434369 for more details.

Filters

Reports may be retrieved based on selected filters.

Filter by inTouch Campaign(s)

• The Campaign filter contains a list of all inTouch campaigns created and present within all the inTouch paths in the organization.

• Applying this filter displays the inTouch paths that have the selected inTouch campaign as part of their definition.

• A blank Campaign filter implies that no results are filtered by it and all inTouch campaigns are included.

Filter by Property State(s)

• The Property States filter displays a list of all 50 states within the United States and associated territories.

• Applying this filter displays leads that have the selected property state within their lead details.

• The Property State filter can be left blank which would indicate that all property states have been selected.

• Clicking on the icon with a tick will also select all the US states as part of the filter.

Filter by Date/Branch/Sender

• 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.

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.

• The columns of Campaign and Unique Leads are fixed and cannot be hidden from the grid.

• The Campaign column represents the campaigns to which the applications triggered by any inTouch path belong. Only those campaigns that contain applications triggered by inTouch paths are displayed when the report is run and not the entire list of campaigns.

• The Total row at the bottom displays the sum of the counts for the entire column of Unique Leads.

• The Unique Leads column shows the count of De-duped unique leads (applications) that were triggered by an inTouch path and received inTouch action items.

• Clicking on any of the counts displays the Leads Details popup. See the Leads Details - Engagement Report article for more details.

Email Action Results

• Email action results are recorded in four columns:

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

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

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

  • Email Clicked: Displays count of emails that contained a link which 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 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 sum of all the counts in the column and the average percentage of all rows

Webhook Action Results

• Webhook action results are recorded in two columns:

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

  • Webhook Sent: Displays 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