Reports - BDC Management Report

BDC Management Report

Overview

The BDC Management Report will track appointment actions – such as appointments created, scheduled and showed.

Metrics will only display by appointment takers with the Identify the user as a call center agent permission enabled.

The Reschedule action does not appear on this report.

Resolution

To run the report:

  1. Go to Reports.  
  2. Click on the BDC Management.
  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. Set Group By to Scheduled Date.
  9. The other fields are optional.
  10. 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.

 

NOTE:  Once the permission is added, the appointment taker should start showing the following day,  possibly two days depending on when it was done in the day.

 

NOTE:  The report will always reports on the initial appointment taker.  So, if an appointment is later modified by another appointment taker, the report will still be for the original appointment taker.

Metric Glossary

Appointment Taker Name - The name of the person who originally created the appointment.

Total Created Appointments - Total number of new appointments created during the selected date range by the appointment taker. These appointments may land outside the selected date range.  This column does not include rescheduled or modified appointments.


Avg Time Booking Appt (Mins) - The average time it takes the user to create a new appointment.

Total Cancelled Appointments - Total number of new appointments created during this date range but that were cancelled by the appointment taker or another Xtime user.


Total Scheduled Appointments - Total number of appointments scheduled to occur or land during the selected date range. These appointments may have been created outside of this date range.


Total Showed Appointments - Total number of appointments scheduled to occur during the selected date range that arrived for their appointment.


Total No Show Appointments - Total number of scheduled appointments that did not arrive for their appointment during the selected date range.


Show Rate - Total number of customers that showed for their appointments. This percentage is calculated by dividing Total Showed Appointments by Total Scheduled Appointments for the selected date range.
 

Customer Pay RO Count - Total customer pay RO count for the selected date range.


Customer Pay RO Revenue - Total customer pay RO revenue for the selected date range.


Customer Pay RO Avg Revenue - Average customer pay RO amount for the selected date range.


Warranty RO Count - Number of warranty repair orders during the selected date range.


Warranty RO Revenue - The revenue RO warranty amount during the selected date range.


Warranty Avg Revenue - Average warranty revenue during the selected date range.


CP + W RO Count - Total number of customer pay and warranty repair orders for the selected date range.


CP + W RO Revenue - Total number of customer pay and warranty RO revenue for the selected date range.


CP + W Avg Revenue - Total number of customer pay and warranty average amount for the selected date range.

 

Total RO $ - This dollar amount is equal to the total scheduled dollar amount from the appointment.  It will not reflect the dollar amount from the RO.  

 


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