Reports - Appointment Confirmation Summary Report

Appointment Confirmation Summary Report

Overview

The Appointment Confirmation Summary report will provide a summary of appointment actions by appointment taker including actions such as created, scheduled, and showed appointments.


Dealers should run this report on a weekly and monthly basis, as it will give them not only a week-by-week glimpse, but also an overall view of the totals for each appointment taker.

Resolution

To run the report:

  1. Go to Reports.  
  2. Click on the Appointment Confirmation Summary.
  3. You will then be taken to the Xtime User Portal.  As an Xtime user, you have access to multiple versions of each report based on hierarchy. Please select the dashboard and hierarchy you are looking for.  Note:  Most dealerships only have access to the Manufacturer Hierarchy version of the report.  So, using this one will prevent confusion.
  4. Set the Start Date.
  5. Set the End Date.
  6. Set the Manufacturer Division.
  7. Set the Manufacturer Dealer Name.
  8. The other fields are optional.
  9. Click Apply.

 

Note:  The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.

Metric Glossary

Original Appointment Taker Name - The name of the person who originally created the appointment.  The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.


Appointments Created - Number of new appointments created by the Original Appointment Taker during the designated date range. The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.

Appointments Scheduled - Number of appointments that were created by the appointment taker and that were scheduled to arrive during the designated date range.  The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.


# Unknown Number of appointments that have the "Unknown" Status during the selected date range. Unknown appointments are future scheduled appointments that have not arrived, therefore the status is still set to “Unknown”. The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.

# No Show - Number of appointments that were created by the appointment taker that did not show for their appointment during the selected time period. The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.

 

Show Rate % - Total number of appointments that showed for their appointment during the selected date range.  The show percentage is calculated by taking the showed appointments and dividing by the total number of Scheduled Appointments for the appointment taker during the date range.  The appointment taker will need to have the permission “Identify the user as a call center agent” added to their role for their name to be listed here.  A healthy Show percentage is 85% or higher, which is an average of 6 percentage points higher than appointments scheduled in the DMS.


Web Appointment Taker - Number of appointments created by customers using the online or mobile scheduling for the selected date range.


Unknown Appointment Taker - Number of appointments created by Xtime users that do not have the Identify the User as Call Center Agent permission added to their user role.


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