reporting user guide - leasehawk: never lose sight of your rental
TRANSCRIPT
Reporting User Guide
LeaseHawk (800) 485-8430
Contents
Introduction ........................................................................................................................................................... 3 What’s New ...................................................................................... .............................................................. 3 Getting Started ................................................................................................................................................ 4
Reporting Commands ........................................................................................................................................... 5 Online Reports ................................................................................................................................................ 6
Exporting to Excel...................................................................................................................................... 7 Scheduled Reports .......................................................................................................................................... 7 Add Scheduled Report .................................................................................................................................... 8 Manage Scheduled Reports............................................................................................................................ 9
Edit Scheduled Report............................................................................................................................... 9 Set Up eMail Notification ............................................................................................................................... .10
E-mail Notification—feature description…………………………………………………………………………11View Account Report..................................................................................................................................... .12 Manage Employee Code............................................................................................................................... .13
Employee Codes—feature description .................................................................................................... .13 Utilization Reporting ...................................................................................................................................... .14
User Details—table.................................................................................................................................. .14 User Summary—table ............................................................................................................................. .15
Online and Scheduled Report Types: Activity Tables.......................................................................................16 Call Details—expanded support for Extension Routing .................................................................................17
MailMaster—feature description.............................................................................................................. .18 Voicemail—feature description................................................................................................................ 19 CallReview—feature description ..............................................................................................................19
Call Information Report…………………………………………………….......................................................... 20 CallStatus……………………………………………………………………………………………………………….. 21 Traffic Snapshot—table..................................................................................................................................22 Number and Feature Summary—table…………………………………............................................................23 Monthly Lead Trending by Ad Source—table ................................................................................................ 24 Call Summary by Date—table ........................................................................................................................ 25 Call Summary by Status—table ..................................................................................................................... 26 Call Summary by Employee—table ............................................................................................................... 27 Calls by Zip Code and Ad Source—table....................................................................................................... 28 Calls by Date and Ad Source—table.............................................................................................................. 28 Caller Names and Addresses (MailMaster)—table—…………………………................................................... 29 Multiple Calls from a Single Location—table..................................................................................................30
Online and Scheduled Bar Chart and Pie Chart Reports .....................................................................................31 Total Leads by Ad Source—bar chart ...............................................................................................................32 Cost Per Lead by Ad Source—bar chart........................................................................................................ 32 Peak Calls By Day—bar chart........................................................................................................................ 33 Peak Calls By Hour—bar chart .......................................................................................................................33 Average Call Duration by Ad Source—bar chart ........................................................................................... 34 Call Trending by Location—bar chart.............................................................................................................. .35 Lead Trending by Location—bar chart ........................................................................................................... 35 Calls by Zip Code—pie chart .........................................................................................................................36 Calls by Area Code—pie chart ....................................................................................................................... 36
Additional Integration Options ..............................................................................................................................37 Daily Lead Sheets ..........................................................................................................................................37 FTP.................................................................................................................................................................38 ADF………………………………………………………………….. ....................................................................38 Formatted Emails for Every Tracked Call ...................................................................................................... 39 XML ................................................................................................................................................................39
For More Information........................................................................................................................................... ..39
Introduction Welcome to CallTrackSM Reporting.
CallTrackSM Reporting is a unique window onto your investment dollars at work in advertising, infrastructure, and
staffing. LeaseHawk provides special-purpose phone numbers which our clients can publish in their advertisements. You
can request toll-free numbers, familiar local area codes, or vanity phone numbers with memorable digits or letters. With
our Geo-Routing feature, calls to a single regional or national phone number can be routed to different locations based on
caller state, region, or area code.
Our system tracks all incoming calls to these phone numbers and stores this information in a database. Call tracking
identifies the phone number of incoming calls—even missed calls—so you can call back promptly or automatically cross-
reference this number with published phone directory and US Census data.
You can mine valuable insight from your growing call-tracking database. CallTrack Reporting gives you the tools to
visualize your call data through secure, real-time, Web-based reports. Our reports help you see at a glance which ad buys
provide the best return on investment, which marketing messages are the most effective, which peak times require extra
call-handling staff, and much more. These reports range from pie charts and executive summaries to detailed tables that
cross-reference callers with US census data and nationwide demographics. Our intuitive customization tools help to
design reports that focus on the most relevant data. You can schedule direct delivery of reports to your email inbox.
• Your reports are available 24x7 through a secure Web login, via FTP downloads, or by email.
• Data integration flexibility enables seamless communication with your CRM (Customer Relationship Management)
system.
• Improved access logs and utilization reports allow managers to see who in their organization is viewing online
reports, listening to call recordings, and receiving email reports—and how often.
What’s New LeaseHawk Reporting has several recent enhancements.
• Geo-Routing Enhancements—LeaseHawk now offers automated routing to the nearest location! This innovation can
route a call based on the caller’s Area Code and Prefix to the nearest client location provisioned in CallTrack. This is
a terrific improvement over prior Geo-Routing provisioning, which had to be done manually, region by region. Now
“Nearest Location” routing can be configured directly in CallTrack Provisioning. This specialty routing feature is an
industry leader, and it fully complements other LeaseHawk products like CallTrack Reporting.
• Number and Feature Summary—this report has new columns for Geo-Routing and Extension Routing.
• Enhanced Caller Names and Address Report—besides each caller’s name and address, this redesigned report now
has columns for each caller’s first call, most recent call, total number of calls, and total duration of all their calls.
• ADF XML Enhancements—CallTrack can post or email an ADF file at the beginning ANDat the end of the call in
different formats. For example, say a call comes into a salesperson. LeaseHawk can send an email to the
salesperson at the beginning of the call, AND route the caller’s information directly to the salesperson’s CRM
(Customer Relationship Management) application by HTTP post. This ability to accommodate different formats is
great for large companies (e.g., auto dealerships) that utilize different CRM’s at different locations.
• XML Integration Enhancements—now allows for Local Number Provisioning
• Extension Routing—now in its second phase—allows up to three levels of extension routing. Example: A caller calls
a published number and is prompted with a custom-recorded voice menu. They select 1 for Western United States
Sales. The caller is then prompted with another menu, and selects 23 for California Sales, and then hears another
menu, and selects 5 for Southern California Sales. Here are additional enhancements.
o Filtering by extension—Online Reports have a new extension filter. o Sorting by extension—Call Detail Report (in both online web and Excel format) has a new Extension column,
which can be used for sorting. o Real-time Extension Routing Activation—new extension routings (or changes to active extension routings) take
effect immediately after provisioning by Customer Care.
o Repeat extension prompt—callers can hear the menu again (at their current extension level) by pressing star (*).
• New Sales Status values are available in Call Details Options Report: Hot Lead, Needs Follow Up, and Prospect.
• DID End Report—this scheduled report shows which tracked phone numbers have reached their campaign end date.
LeaseHawk 3 (800) 485-8430
Getting Started Log in with your username and password.
To help you get started right away, LeaseHawk provides a Reporting username and password as soon as your
LeaseHawk order is finalized.
Here is the URL to log into LeaseHawk Reporting directly. http://www.leasehawk.com/reporting-login/
You may also log in via the LeaseHawk website. (This may not apply to co-branded or private label clients.)
1. Browse to www.leasehawk.com and click Reporting Login.
2. Enter your username. Enter your password. Click Sign In
For help with your password or any part of this website, you may contact LeaseHawk Customer Care at (800) 485-8430
or email [email protected]. If you are unable to log in with a particular username and password, verify with
Customer Care that this username and password have been assigned permission to run Reporting.
For Reporting to work properly, you may need to disable pop-up blocker software or configure it to allow pop-ups
from LeaseHawk.com. In addition, your internet browser should be Microsoft Internet Explorer version 6.0 or
higher.
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Reporting Commands During your Reporting sessions, these commands are on the left menu.
The left menu has the main Reporting commands. They are visible
from login to logout throughout your session. The active command
is in bold yellow. Inactive or unavailable commands are grayed
out.
Online Reports—Create and run reports on demand in a pop-up
window. Choose from around twenty different report types.
Customize these reports using filters for selected customer/sites, ad
sources, dates, and times.
Add Scheduled Report—Create a report to run on a regular
schedule. Every time it runs, it will be emailed automatically to a
list of recipients you provide. These reports may use the same
filters as online reports.
Manage Scheduled Reports—View or edit your list of scheduled
reports. Search for reports by user-entered report name,
customer/site company name, or recipient email address. Select a
report to edit or delete.
Set Up eMail Notification—Create or edit email notification for
missed calls or new LeaseHawk voicemail messages.
View Account Report—Report on all customer/site information
including ad source names, tracking numbers, start dates, end dates
and target numbers.
Utilization Reporting—Generate User Details and User Summary
online reports. These show how often and in what ways users have
utilized CallReview, Provisioning, and Reporting.
Contact Customer Care—Call LeaseHawk Customer Care to
obtain assistance.
LeaseHawk 5 (800) 485-8430
Online Reports See call-tracking reports on demand in a popup window.
Select one of about 20 different report types and set filters
if desired. Click View Report. The report is displayed in a
popup window.
To best visualize your call data, call-tracking reports come
in a variety of different styles: tables, line charts, bar
charts, and pie charts. You can export table-style reports to
Microsoft Excel for integration or further analysis.
Use filters to zoom in on the information most relevant to
your business. Filters can restrict the scope of a report to
one or more selected customer/sites, call results, ad
sources, or extensions. You may also filter calls by
duration, date range, time of day, and weekend versus
weekday.
You can freely experiment with different report types and
filter settings. With practice, you will quickly learn how to
focus on the information which is most valuable to you.
Each report is generated in a new window. To try a report
with new settings, close the window, adjust the report type
or filter settings, and select View Report again.
Here’s how to create an online report.
1. Select the type of report you want. 2. If desired, you can set filters to restrict a report to
selected customers/sites, call results, and ad sources.
(Only customer/sites authorized for your username &
password are displayed for you to select.) To select
multiple items in each of these filters, drag the mouse
or depress the Shift or Ctrl keys while selecting. To
display and select inactive customer/sites or
ad sources, uncheck show only active customer/sites
or show only active ad sources. New!—now you can
filter online reports by extension routing (including
multilevel extensions).
3. If desired, you can set cut-offs for the minimum and
maximum durations of calls to be reported. For
example, to report only calls over 60 seconds in
length, select o from: 60 sec o to: Any
4. Select a date range for calls to report. This may be a
built-in date range, like Today or prior month, or you
may also enter a custom date range. For example, to
include calls from 1st
quarter 2011, select o date range: Custom o from: Jan 1 2011 o to: Mar 31 2011.
5. If desired, you can restrict the report to particular hours of the day or only weekends or weekdays.
When ready, click View Report. The report is displayed in a popup window. The report header shows the report type and
any filter selections you have made.
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Exporting to Excel Export text-based reports in Excel format.
Look for the EXCEL link on the upper right of the report window.
With this feature, you can integrate your LeaseHawk data with Microsoft
Excel or other compatible applications for further business analysis. Text-
based (non-graphical) reports can be exported this way.
Scheduled Reports Generate reports automatically on a regular schedule and send them to a list of email addresses.
Scheduled reports help you manage your business automatically.
• Automate the reports you use most.
• Sent reports to associates who do not run online reports.
Scheduled reports are very similar to online reports, but they run on a regular schedule (or report frequency) which you
arrange. Each scheduled report covers call activity for the time period since the last scheduled report. For example, if you
set up a scheduled report to run at 1:00 AM on the 1st
of the month, it will cover call activity since 1:00 AM on the 1st
day
of the previous month.
Scheduled reports can be customized with the same filters used for online reports. With scheduled reports, you also set
how often and what time of day to run the report.
Just as with online reports, you should feel free to experiment to find the best filter settings and report frequency for your
business. As with online reports, filter settings are near the top of every report. To view, change, or delete scheduled
reports, use Manage Scheduled Reports.
Internet Explorer 6.0 or greater is required to view scheduled reports. If your company has a firewall, spam filter or other
internet access restriction, you may need to contact your IT administrator to ensure that LeaseHawk reports are able to get
through.
Separate scheduled report EXCEL format for Call Details, Traffic Snapshot, and Number And Feature Summary
Some scheduled reports are available in two different formats: HTML format (like online reports) and EXCEL format
(available online with the EXCEL link). Here are the reports offered in both formats.
• Call Details
• Traffic Snapshot
• Number And Feature Summary
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Add Scheduled Report Create a report to run on a regular schedule. Every time it runs,
it will be emailed automatically to a list of recipients you
provide. These reports may use the same filters as online
reports.
Here are the steps to set up a new scheduled report.
1. Enter a name for the report. (You can always change the
report name later, if needed.) Emails with this report will
have subject: LeaseHawk Scheduled Report (<report
name>). This email subject line can be customized for
LeaseHawk private label clients.
2. Select how frequently you want this report to run: every 1-6
days, every 1-3 weeks, or every month on a particular date.
(The frequency will also be the date range covered by the
report.) Select the time of day to begin generating the report
(Pacific time).
3. Select the type of report.
4. Just as for online reports, you may select filters to restrict
the scope of the report to certain customer/sites, call results,
and ad sources. Which sites are shown in the customer/site
field will depend on your assigned permissions. To select
multiple items, drag the mouse or depress Ctrl or Shift while making your selections.
5. You may restrict the report to only calls longer than a
certain duration (or within a range—for instance, calls from 10 sec to 5 min in length).
6. You may restrict the report to a certain range of hours of the
day, or to only weekends or weekdays.
7. You may choose dates to start or stop generating this
particular report. By default, the report will run from now
on. 8. Enter the email addresses of recipients, one per line.
Addresses with an asterisk (*) will not be delivered.
When ready, click Create Report. You may remain on this
screen and use CREATE REPORT for as many requests as
needed.
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Manage Scheduled Reports
View or edit your list of scheduled reports.
Search for reports by user-entered report
name, customer/site company name, or
recipient email address. Select a report to
edit or delete.
• Edit the list of email recipients.
• Edit the filters for each report.
• Verify when the next report will run.
For each scheduled report, Manage
Scheduled Reports shows
• the assigned name
• the report type and frequency
• the customer or customers included in
the report
• the username who created each report
• the start and end date of scheduled runs
• the date or time of the next scheduled run
• the status of the previous run
Note: Last Status shows whether or not a report was successfully sent. It does not show if the report was successfully
delivered or received. A report’s last status may be OK, even if recipients have blocked the email, or if the email has
landed in their spam filters.
Manage Scheduled Reports functions like other Manage… lists in Reporting and Provisioning.
• Enter filter text and click Find to see only matching scheduled reports.
• Click any column heading to re-sort the list by that column.
• Click Recently Accessed to limit the list to recently accessed reports.
To edit or delete a report, select a radio button in the left column, and click Edit or Delete.
Edit Scheduled Report View or modify settings for a scheduled report.
This task looks and functions just like Add Scheduled Report. When editing a scheduled report, all fields except
frequency may be changed. If the frequency of the report needs to be altered, create a new scheduled report and delete the
old one.
LeaseHawk 9 (800) 485-8430
Set Up eMail Notification Receive an email for every new LeaseHawk Voicemail or missed call.
You do not need to check repeatedly for missed calls or new LeaseHawk voicemail. You can set up email notification for
either of these events. On the left menu, select Set Up eMail Notification. Check whichever box applies (or both):
• Activate voicemail notification
• Activate missed call notification.
Any changes to these settings take effect on the following day. If you regularly work with multiple customer/sites,
remember that email notification settings are managed independently for each customer/site.
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E-mail Notification—feature description
Here is a sample of the notification email which can be sent for every new voicemail or missed call. From: csnotify [mailto:[email protected]]
Sent: Saturday, December 24, 2005 5:32 PM
To: <your name>
Subject: LeaseHawk Voicemail Notification
A new voicemail message has arrived for your business (<customer site name>). The caller's
telephone number is (310) 555-1698
The details of the call are as follows:
Date: 12/24/05
Day: Sat
Time: 5:31 PM
Index #: 46123
Customer Location: <customer site name>
Ad Source: <ad source name>
Call Duration: 0:00:19
Caller Number: (310) 555-1698
The voicemail message is provided as either an attached file or as a link displayed at the
end of this email. You are also able to listen to the voicemail message via the LeaseHawk
web-reporting site; you can sign-in at http://reporting.LeaseHawk.com/webreports.
Please forward all questions and comments to [email protected] or call LeaseHawk
Customer Service at (800) 485-8430.
Thank you.
Voicemail Message Link
To hear the new voicemail message for your business (Checklist Company), click on the
following link.
http://reporting.LeaseHawk.com/webreports/audio.jsp?callID=1025556132&mailboxID=555
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View Account Report For every customer/site on the account, list all its advertising campaigns: ad source, tracking phone number, target
phone number, ad cost, cost basis, start date, and end date.
Use this report as a reference whenever a publication needs a tracking number; ad cost information needs to be updated;
or there is a question about the start and end dates of a tracking number.
Ad cost and basis data is available only if provided by the client. This data may be entered by LeaseHawk Customer
Care or in LeaseHawk Provisioning with Add Campaign or Edit Campaign.
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Employee Codes—feature description Track which employees handle incoming calls.
With Employee Codes, whoever answers an incoming, tracked call is asked to enter a numeric code on the telephone
keypad at the end of the call after the caller hangs up. A voice prompt says, Please enter your Employee Code followed
by the pound sign. Typically this is a numeric code identifying that employee. CallTrackSM interprets the tones from the
numeric keypad and stores these digits in the database.
Call Summary by Employee Code shows call details broken down by employee code.
When Employee Code is active, it is also included as a column in the Call Details report.
LeaseHawk reports will accurately reflect employee codes only if employees consistently enter their code when prompted
at the end of each call.
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Utilization Reporting User Details and User Summary online reports show how your employees use LeaseHawk CallReview, Reporting, and
Provisioning.
• Evaluate productivity of employees using LeaseHawk tools and applications.
• Identify training needs.
• Analyze the LeaseHawk work habits of your most successful employees.
Only users with full, unlimited reporting permission for all customer/sites on the account can run these reports.
User Details—table List LeaseHawk activity details for one or more users you select.
User Details shows the dates and times users activated Reporting and Call Review functions. It also lists details about
these actions, like filter settings and customer/sites, or what phone number the employee called from to check
LeaseHawk voicemail.
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User Summary—table Summarize all the LeaseHawk actions for one or more users you select.
For the users you select, User Summary summarizes Call Review activity, LeaseHawk logins, an itemized table of reports
they ran. It also lists any users from your selected group without any actions for the selected time period.
• Call Review Summary—the number of calls users have reviewed and the number they have deleted.
• Login Summary the number of times users have logged into Reporting and Provisioning.
• Users With No Actions—list of users without any recorded LeaseHawk activity.
• Report Summary –itemized table of all online and scheduled reports run by each user.
• Report Legend—key to Report Summary codes: R01, R02, S01, S02, and so on.
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Online and Scheduled Report Types: Activity Tables
Here are the table-style report types available in Online Reports and Add Scheduled Report. In the pages that follow,
report types are discussed individually.
Activity Reports—tables
• Call Details
o EXCEL: Call Details (listed as separate type for scheduled reports or use EXCEL link in Call Details)
• Traffic Snapshot
o EXCEL: Traffic Snapshot (listed as separate type for scheduled reports; for online reports use EXCEL link.)
• Number and Feature Summary
o EXCEL: Number and Feature Summary (listed as separate type only for scheduled reports, not online
reports)
• Monthly Lead Trending by Ad Source
• Call Summary by Date
• Call Summary by Status
• Call Summary by Employee
• Calls By Zip Code and Ad Source
• Calls By Date and Ad Source
• Caller Names and Addresses
• Multiple Calls from a Single Location
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Call Details—Extension Routing Report on tracked call details in a table, one call per
line. Use active links to manage journal notes, audio
recordings, employee codes, and caller ID info.
Call Details is not only a powerful way to examine
your call-tracking data. It also has active icons and
links to help manage optional LeaseHawk features.
See caller phone numbers and call results, even for
missed calls. When returning missed calls, be sure to
comply with Do Not Call legislation.
The top portion of the report has the dates and times
covered by this Call Details report, as well as any
other filters: by call duration, customer/sites, call
results, or ad sources. Next, a single row has the total
number and average duration of calls on this report.
Call details are listed in a table, one call per row.
Each call listing has columns for Index, Date,
Employee, Day, Time, Location, Ad Source, Result,
Duration, Status, Caller Number and company Target
Number.
Here is an explanation of these columns.
• Index—If present, an index number uniquely
identifies each audio recording in a call mailbox.
Each customer site has a separate mailbox for
every target number it employs. Each mailbox
holds all audio recordings from the previous
thirty days, plus up to thirty (30) recordings
saved indefinitely. The index column may have
duplicates; these are messages in different
mailboxes.
Click a speaker icon to play a CallReview or
LeaseHawk Voicemail recording. Initially
the status column is Unreviewed. Once the
audio has been played back, the Status
column for the call will be Reviewed when
Call Details is run again.
Employee—Click a name link (e.g., Suzie Queue), a number link (e.g., 068), or employee icon to add or update an
employee code associated with the call. Any change will be seen the next time Call Details is run.
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Call Details continued
• Location—Customer/site receiving the call.
• Extension Routing—new!—name and number of extensions entered by the caller (or default): Ext. number: name.
If routed through more than one level of extensions, Ext. number: name > Ext. number: name > Ext. number: name.
• Result—Call routing outcome. Every call will have one of these results.
C The call Connected to a target number, via regular or special routing.
B The call routed to a target number, but it was not connected, because the system received a Busy signal from that
line. LeaseHawk Voicemail, if activated, will answer these calls.
N The call routed to and rang at a target number, but it was not connected, because the system received
No Answer. LeaseHawk Voicemail, if activated, will pick up these calls after a selected number of rings.
A The call was not connected, because it was Abandoned: the caller hung up before two (2) complete rings, and
before anyone answered the phone.
• Special routings—In addition to one of the regular routing results, the call Result column for specially configured
tracking numbers may have one or more of these indicators:
E Extension Routing: After calling the tracking number, the caller was prompted (one or more times) to enter an extension. The call was routed to the preconfigured target number or additional routing (time of day, overflow,
or voicemail) for this extension. To configure target numbers and voice prompts for Extension Routing, please
contact Customer Care.
T Time of Day Routing: Call was directed to an alternate target number based on the time of the call. Time of day
routings (also known as Call Center routings) may be configured by Customer Care. Self-provisioned clients
may use the Provisioning application to configure these numbers.
O Overflow Routing: Call was directed to an alternate target number by an overflow routing (managed in Call
Center Routing), which redirects tracked calls to an overflow target number after a selected number of rings.
• Status—This includes any Sales Status or Call Type Status entered in the Options Report (see below), as well as
audio review status if audio is present.
o If set, Sales Status is Not called, Called, Appointment Set or Sale Closed. o If set, Call Type Status is Vendor, Wrong Number, Second Call, or Current Customer.
o If audio is available for a call, its review status is listed as Reviewed or Unreviewed.
• Caller Number* / Target Number—Click bold underlined caller numbers to run MailMaster.
MailMaster—feature description Look up the name and address associated with the calling phone number, if available, and cross-reference this address
with demographic data from the US census.
MailMaster feature looks up the name and address listed for the calling phone numbers, whenever this information is
available. It also cross-references ZIP codes with U.S. census data. This can help to show how well your company’s
advertising reaches the most desirable markets in your area. When this information is available, the caller number is
displayed in bold underline as a link (e.g. (310) 555-1233). To MailMaster data, click this phone number link.
Local ordinances and telephone company policies will determine the availability of caller names and addresses. Name and
address lookup may not be possible in cases where callers have requested an unlisted phone number or when they have
made other special privacy arrangements. Across the US, MailMaster has 40% to 50% lookup success rate; however this
rate varies widely by locality.
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Voicemail—feature description When your lines are busy or you cannot answer, LeaseHawk Voicemail is available to answer calls to your tracking
numbers. LeaseHawk Voicemail is included in many LeaseHawk feature packages.
LeaseHawk Voicemail is a fully integrated part of the LeaseHawk call-tracking and reporting system. It can be
configured to record incoming messages from your potential consumers whenever your team does not answer calls
directly.
• When your company phone is busy
• After your normal business hours
• Whenever there is no answer at your company phone number
LeaseHawk Voicemail messages and recordings are tracked and numbered. Your company’s employees can listen to
LeaseHawk Voicemail recordings using Call Details report. Other reports show how many incoming calls went to
LeaseHawk Voicemail. Utilization reporting displays how employees at your company are listening to LeaseHawk
Voicemail and CallReview recordings. Since caller phone numbers are tracked for LeaseHawk Voicemail calls just as for
calls answered in person, you can use MailMaster to cross-reference these phone numbers with names and addresses and
nationwide demographic information from the US census data. Here are some important guidelines for LeaseHawk Voicemail subscribers. These steps should be performed as soon as
possible after activating this service.
• Make sure to personalize your greeting. Contact Customer Care for assistance with recording your initial greeting.
• Disable any other voicemail system, or configure it to answer after the fourth ring. LeaseHawk Voicemail will
answer on the third ring by default. LeaseHawk cannot properly track or report calls picked up by non-LeaseHawk
voicemail.
Unless saved, messages are automatically discarded from the LeaseHawk system after thirty (30) days. You may save up
to thirty (30) messages, per customer site, per target number. Saved messages are stored indefinitely in the LeaseHawk
system for later retrieval. You may also use CallShare to email Voicemail recordings as attachments to 1–5 recipients.
You may save unlimited Voicemail recordings with CallShare by emailing them to your own address and saving the
attachments on your computer.
CallReview—feature description CallReview is an optional service which records every incoming, answered call to a tracking number. Callers hear a
polite message notifying them that the call is recorded. CallReview is included as part of many LeaseHawk packages.
CallReview recordings allow sales professionals to hear themselves as prospective customers hear them. CallReview can
also be an invaluable record of previous conversations to prepare for the next meeting. (Only calls to your tracking
numbers are recorded, not calls to your regular number.)
At the end of each call, LeaseHawk assigns an index number and states the actual phone number from which the call was
made. You should add this index number to your phone log for future reference. This number allows you to quickly find
and review the call, either by calling the Message Retrieval System, or by using the Call Details report.
Callers to your tracking numbers will hear a polite message notifying them that the call is recorded. This message can be
stated in English or Spanish. Notify your LeaseHawk representative if you wish to use the Spanish language version.
Because the CallReview disclaimer must satisfy legal requirements, it cannot be customized like the consumer-side
greeting, and it will not be delivered by the same voice.
With LeaseHawk, your data is secure and fully password protected. As part of this protection, CallReview message-
retrieval system is set up with a system of access permissions. Users with so-called limited reporting permission cannot
delete or change the reviewed status of CallReview calls. This way your organization can differentiate between regular
call reviewers and LeaseHawk users in a management or oversight capacity.
Unless saved or deleted, calls stay in the system for 30 days and then are erased.
Burn CallReview Calls to a CD
CallReview files are saved in the .asf format. These files may be burned to CD using Windows Media Player or other
multimedia software.
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Call Information Report Perform operations with a call audio recording: play it, email it, save it, or delete it. In this area you can enter sales
status and call-type status. See manage journal notes.
To open the Call Information Report, run Call Details report, go to the Index (leftmost) column, and click the admin link.
The top section summarizes important
information about this tracked call.
This includes Extension Routing, if any.
(Extension Routing is configured by Customer
Care. See Provisioning User Guide.)
Here is an example.
Ext. 1: Western U.S. > Ext. 21: Calif. > Ext. 901:
Westlake.
Audio Options
Options to email, save or delete audio
recordings are normally available to LeaseHawk
CallReview subscribers for thirty (30) days after
each recorded call. After this period, audio
recordings are deleted unless saved by the
customer in one of the following ways.
Email It: Click this link to open Report and arrange
to send the .asf audio file as an attachment to up to
five (5) recipients. You can also save as many
calls as you like on your own computer: email
them to yourself, then download and save the .asf
attachments.
Save It: Save the audio recording indefinitely in
this mailbox in the LeaseHawk database.
Recordings saved in this way will not be discarded
after the usual thirty (30) days. Each customer or
site has a separate LeaseHawk mailbox for every
target number. Each of these mailboxes can hold
up to thirty (30) saved audio recordings, in
addition to the audio for all recorded call traffic
from the previous 30 days.
Delete It: Erase the audio file from the LeaseHawk database immediately after it has been reviewed. Voicemail
recordings may be deleted by Reporting users with any level of permission. CallReview recordings may be deleted only
by users with full Reporting permission, typically supervisors or administrators.
Since audio recordings are normally discarded by the LeaseHawk system after 30 days, there is no need to delete each call
manually.
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Call Status
Enter sales-related or call-type status details.
You can select Sales Status and Call Type
Status details to track the progress of a call
within your business. These values are user
entered, not system generated. They may be
saved in the LeaseHawk database for your
recordkeeping, but they do not affect
LeaseHawk operations. You are free to use
them according to your company policies and
practices.
Sales Status—Not Called, Called Back,
Appointment Set, and new values: Sale
Closed, Hot Lead, Needs Follow-up, Prospect,
Lost Prospect.
Call Type Status—Vendor, Wrong Number,
Second Call, or Current Customer.
Journal
View or add journal notes and comments to a call.
To add new comments, click in the lower box and
begin typing. When finished, click Save Changes.
Calls with journal entries will be flagged with a journal icon in Call Details.
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Traffic Snapshot—table Show which advertising sources are most effective at generating leads. Catch lapsed or cancelled ad sources that still
receive calls. See call routing outcomes overall and by day of the week.
• See how many calls were connected, missed, or busy—for the entire report period, and also broken down by day of
the week.
• Determine staffing and scheduling for peak
call times and days.
• Identify peak days and times for all calls,
and for missed calls in particular.
This report may be exported to Microsoft Excel
for integration or further analysis.
For each ad source Traffic Snapshot has
o the number of leads generated,
o the calculated cost per lead,
o the average call duration, and o the percentage of the total leads
generated by this ad source alone.
A summary of call traffic for the entire report
period shows
o the percentage of calls answered at the
site;
o call total and counts of repeat calls, no answer outcomes & busy outcomes.
Traffic snapshot also lists inactive ad sources.
These might refer to advertising campaigns
which have ended, been cancelled or are in call
referral period. If inactive campaigns are still
receiving enough calls, you may choose to
renew the advertising source and recover these
potential leads.
Peak Calls Received and Most Calls Missed by
Day and by Hour help determine staffing needs.
Review this information quarterly to see if
staffing and scheduling reflect consumer
calling patterns.
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Number and Feature Summary—table—now with Geo-Routing data! List tracking number assignments and their active features.
This report may be exported to Microsoft Excel for integration or further analysis.
The top portion of the report shows any filters used to pull the report (Dates & Times, Call Duration…).
Summary shows start and end dates for this report, total number of connected calls, total duration of these calls, and total
number of active tracking number assignments.
Number Summary
• The total count of connected calls and cumulative duration of these calls taken together
• The total of active tracking-number assignments, and how many of these have no traffic
Feature Summary
• The count of tracking numbers on the account each feature active.
• The features assigned to each active tracking number
Each tracking number listing has customer code, customer name, tracking number, days active, call count, total call
duration, and on/off status of these features: MailMaster, CallReview, Whisper greeting, LeaseHawk Voicemail, Number
of Rings before No Answer (RNA), Consumer Greeting, Extension Routing, Geo-Routing, Call Center Routing, and ADF
XML.
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Monthly Lead Trending by Ad Source—table See monthly ad response traffic, month by month. Identify ad sources with no calls.
This report may be exported to Microsoft Excel for integration or further analysis.
For this report, we recommend you use report periods beginning on the first day and ending on the last day of a month.
This will avoid misleading call counts for partial first or last months in the report period.
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Call Summary by Date—table See table of call-routing outcomes, one line per day.
• This report helps you schedule call-
handling staff based on phone traffic
history.
For every date in the range you specify,
Call Summary by Date has the total number
of tracked calls, together with a breakdown
of how these call routings turned out:
connected, busy, no answer, forwarded by
time-of-day or overflow, or voicemail. The
final column shows the percentage of
tracked calls that were answered. This
report may be exported to Microsoft Excel
for integration or further analysis.
Here is more detailed information.
The Connect and % Answered columns are
important, since they give you an idea of
how many tracked calls were handled by a
person. % Answered is computed by
dividing Connect / Total Calls, expressing
this ratio as a percentage.
The Busy and No Answer columns refer to what the LeaseHawk system finds on your company target numbers, not what
the caller hears. If Overflow routing or LeaseHawk Voicemail is active, Busy and No Answer calls can be forwarded to an
overflow target number, or they can be picked up and recorded by LeaseHawk Voicemail. Your potential customers need
never hear a busy signal or endless ringing.
The Time of Day column has the number of calls directed to alternate target numbers by time of day routing. This special,
optional routing configuration directs incoming calls for a single tracking number to different target numbers, based on
the times when calls are made.
When active, LeaseHawk Voicemail will pick up any calls which ring busy or no answer on your target phone
number. The Voicemail column can be computed by adding Busy + No Answer. The Voicemail column is the number of
calls picked up by LeaseHawk Voicemail, not by any other voicemail system. Any calls picked up by a different
voicemail system will not be counted correctly and instead will show up in the Connected column.
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Call Summary by Status—table See table of day-to-day call-status totals, one line per day. See how many calls were connected, recorded, and reviewed.
• Most of these tracked call-status values are user-entered. (See Call Details—Options Report)
• This report may be exported to Microsoft Excel for integration or further analysis.
The top portion of the report shows the date range of the report and any additional filters—Call Duration, Customer Sites,
Call Results, or Ad Sources. Each line in the day-to-day call-status table shows the date and call total followed by call
counts for connected and recorded calls. This recorded call count will include CallReview and LeaseHawk Voicemail
calls, followed by a breakdown of how many of these recorded calls are unreviewed or reviewed. The rest of the columns
are call counts for user-entered status values: called, appointment set, sale closed, wrong number, second call, and current
customer.
Show All
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Call Summary by Employee—table See how many calls each employee handles. See how these totals break down into call status categories.
• How often do employees return or follow up on missed, answered, or recorded calls?
• How does call handling translate into sales?
This report is available to users with full, unlimited reporting permission for LeaseHawk customer/sites which subscribe
to the Employee Code feature. Contact your LeaseHawk sales representative if you would like to take advantage of
Employee Codes. Call Summary by Employee Code may also be exported to Microsoft Excel for integration or further
analysis.
Employee codes require a little training, practice, and light maintenance to use most effectively. Employee codes will be
recorded properly in your call database only if employees remember to enter the correct code at the end of the call. It is
easy to use Call Details Report to correct missing or erroneous Employee Code entries.
Adding missing employee codes
• To fill in any gaps in the call record, missing codes may be added later in Call Details Report. All Reporting users
with access to the affected customer/site may add missing employee codes, even users with limited access
permission.
Modifying saved employee codes
• To correct erroneous employee codes in the database, employee codes may be changed in Call Details Report. Only
Reporting users with full (unlimited) access permission for the affected customer/site may change a recorded
employee code.
The upper part of the report shows filter settings (Dates & Times, Call Duration, et al).
A single TOTALS row has overall call totals for all employees, plus a breakdown for each call status category:
• Called, Sale Closed, Appointment Set, Vendor, Wrong Number, Second Call, and Current Customer .
The Employee Code table has one row for every employee code. Each row has
• Employee name if available, otherwise employee code number;
• Totals of all calls, connected calls, and CallReview recorded calls handled by this employee;
• The number of CallReview recordings Unreviewed and Reviewed.
• The number of calls under each call status category: Called, Sale Closed, Appointment Set, Vendor, Wrong Number,
Second Call, and Current Customer.
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Calls by Zip Code and Ad Source—table
Calls by Date and Ad Source—table See zip code/city reach of each advertising source. See dates that each ad source generated calls.
• Compare advertising campaign dates to the dates calls were actually generated
• Compare advertising campaign target markets to the actual markets that generated calls
Calls by Zip Code and Ad Source report may be exported to Microsoft Excel for integration or further analysis. Zip codes
are based on the central office of the caller’s local phone carrier. City names are based on the default name used by the
US Postal Service. Many zip codes may have other city names which are also valid but are not shown here.
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Caller Names and Addresses (MailMaster)—table—now with call history! See caller names and addresses wherever available. New enhancement—a breakdown of caller history for each caller:
date and ad source of their first call, most recent call, and the total duration and number of all calls from that caller.
• Create a marketing database of prospective customers
• Follow-up by mail with prospects who could not be reached by telephone
Caller Names and Addresses may be exported to Microsoft Excel for integration or further analysis.
This report is available to MailMaster subscribers. Local telephone companies determine the availability of caller names
and addresses. Name and address lookup may not be possible when callers have requested an unlisted phone number or
made other special privacy arrangements with their local phone company. MailMaster averages 40% to 50% success
across the USA; however this rate varies widely by locality.
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Multiple Calls from a Single Location—table See call counts for phone numbers with multiple calls to your tracked phone numbers.
• Highlight repeat callers—how often they called and how long those calls lasted.
• Identify internal business abuse of tracking numbers.
• Track the business results—good or bad—from multiple calls.
• Improve your company’s phone-policy training.
• Flag personal phone calls being made to toll-free numbers.
Training issues
Do most people call more than once? Are employees answering callers’ questions? At the end of a call, do callers have all
the information they need?
Personal Phone calls
Look for high total duration. For a benchmark total duration, estimate the average, appropriate call length and multiply it
times the number of calls made by that caller. For example, say the average call length should be 2 minutes and one caller
generated 4 phone calls. Then the total duration for that caller number should be around 8 minutes.
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Online and Scheduled Bar Chart and Pie Chart Reports Here are the bar chart and pie chart report types available in Online Reports and Add Scheduled Report. In the pages
that follow, these charts are discussed individually.
Bar Charts
• Total Leads by Ad Source—bar chart
• Cost per Lead by Ad Source—bar chart
• Missed Calls by Day—bar chart
• Missed Calls by Hour—bar chart
• Peak Calls by Day—bar chart
• Peak Calls by Hour—bar chart
• Average Call Duration by Ad Source—bar chart
• Call Trending by Location—bar chart
• Lead Trending by Location—bar chart
Pie Charts
• Calls by Zip Code—pie chart
• Calls by Area Code—pie chart
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Total Leads by Ad Source—bar chart See how many leads each advertising source brings in. Display this info in a table and a bar chart.
In CallTrackSM, a lead is any connected call over 10 seconds in length.
Cost Per Lead by Ad Source—bar chart
For each advertising source listed on the account, see the dollar cost per lead in a table and a bar chart.
These reports can help you maximize your advertising dollars, or renegotiate advertising contracts to more accurately
reflect the utility provided by a particular campaign. This information may also be found in table format in the Traffic
Snapshot. Legend information is at the top of each page.
These computations rely on previously entered values for advertising cost and basis. These can be entered online in
LeaseHawk Provisioning, using Add Campaign or Edit Campaign. Ad cost and ad basis can also be added or modified in
the LeaseHawk database by contacting LeaseHawk Customer Care.
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Peak Calls By Day—bar chart
Peak Calls By Hour—bar chart Track call volume by day of the week or hour of the day.
Like the missed-call bar charts, these reports can help you manage your call-handling staff.
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Average Call Duration by Ad Source—bar chart See which advertising sources generate longer or shorter calls, on average.
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Call Trending by Location—bar chart
Lead Trending by Location—bar chart See graphs and data tables about how calls and trends are changing month to month, with a different color for each
customer site.
The EXCEL link exports only the numbers in these tables, not the graphs.
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Calls by Zip Code—pie chart
Calls by Area Code—pie chart Evaluate ad penetration by area code or zip code.
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Additional Integration Options Besides our newly enhanced, web-based Reporting application, LeaseHawk also supports these other ways to integrate
call-tracking data with your business.
Daily Lead Sheets See all callers from the previous day, whether their calls were connected or not.
When this option is activated, Daily Lead Sheet emails are sent to a list of recipients whenever your tracking numbers
have any incoming calls. Self-provisioning clients can manage this feature—including the recipient list—in LeaseHawk
Provisioning (See Add Customer and Edit Customer in LeaseHawk Provisioning User Guide). Other clients can contact
Customer Care to manage Daily Lead Sheets. Daily Lead Sheet emails are not sent when there are no tracked calls.
Daily Lead Sheets report the caller phone number for every call to your tracking numbers during the previous day.
• Only calls to LeaseHawk tracking numbers are logged, not calls to your regular phone numbers.
• In some cases, caller phone numbers may not be available for clients in Canada or for calls to tracking numbers with
local area codes (also called local routings). This is one of the tradeoffs to consider when deciding between tracking
numbers with local or toll-free area codes.
• For subscribers to the MailMaster service Daily Lead Sheet will also include caller names and addresses whenever
these are available.
Daily Lead Sheets show call details for one day: connected calls; missed calls (no answer or busy).
• Leads by date, time, call duration of call, caller ID and ad source. Received calls should be compared with the missed
calls below to ensure no duplicates exist.
• After reviewing the email, you can run Call Detail report. There you can add Journal entries or change Call Status by
clicking on the options link in the Audio column.
To: LeaseHawk Customer
Sent: Sun <date> 12:50 AM
To: Your Name or Company Name
Subject: Re: Daily Toll Free Phone Lead Recap
Re: Daily Toll Free Phone Lead Recap
Apartment Pro <sample ad source name>
Toll-Free Number: 8665553588
Ring-To Number: 8185554774
Dealer Marketing Mag <another ad source name>
Toll-Free Number: 8885554433
Ring-To Number: 8185554758
Date: 06/14/2004
Total Phone Leads: 3
The following calls were answered at your site:
--Date-- --Time (PST) Duration CallerID Ad source----
06/14/2004 09:24:18AM 00:32 (818)555-4725 Apartment Pro
06/14/2004 11:25:14AM 01:54 (213)555-5913 Apartment Pro
06/14/2004 03:27:50PM 01:05 (714)555-9632 Dealer Marketing Mag
These calls were missed, due to "N" no answer or "B" all lines busy:
--Date-- --Time (PST) Duration CallerID Ad source----
06/14/2004 12:15: 14PM 00:42 (213)555-4910 Apartment Pro
06/14/2004 12:27: 50PM 00:57 (714)555-4710 Apartment Pro
Average Call Duration: 01:10 (excludes "N", no answer and "B", busy calls)
Total Call Duration: 03:31 (includes All calls)
Ensure your toll free number is ringing to its proper destination.
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FTP With FTP integration, LeaseHawk automatically transfers call-tracking data to your FTP server.
Before you can use FTP to integrate LeaseHawk data with your local system, you need to supply some information about
your local FTP server. You may also wish to include additional information to enhance FTP integration. Contact
LeaseHawk Customer Care for more information.
Required FTP Information
Optional Fields in FTP
FTP URL Central Office longitude/latitude/ZIP Code Username MailMaster Address—When provided in current contract Password Customer/site Name
Document Path—if different from home directory Audio File Name—When CallReview is active
Audio Directory—if audio files are to be sent and
placed in a different directory
Cell phone designation
Name of Target Phone Number Time Zone
Campaign Name
Ad Source Name
Send all CDR info in GMT or Target Time Zone
Include Calls under 10 seconds
• You can allow LeaseHawk to pass call details directly to your CRM application.
• You may log into LeaseHawk Reporting online to view ongoing call-tracking data.
• You can export online reports using EXCEL link, or set up scheduled reports in Excel format.
• New—You can have leads sent automatically as HTTP post to a regular or secure website in ADF format.
For full CRM integration, automotive clients should consult their CRM application provider about how to present
LeaseHawk data to their CRM application.
ADF XML
Before you can activate ADF XML, here are some basic housekeeping tasks to perform first.
• Provide LeaseHawk Customer Care with the email address or URL of the CRM software, and specify whether call
data will be integrated with the CRM software by email, HTTP post, or both. Also specify whether call data is to be
sent at the beginning or end of each tracked incoming call.
• Provide Customer Care with a list of any tracking numbers where ADF XML should be activated. Alternatively,
please inform Customer Care if ADF XML is to be applied to all tracking numbers on the account.
LeaseHawk sends additional information in the comments section the ADF XML email or HTTP post.
o Call duration
o Link to CallReview audio file
LeaseHawk can send this information in standard XML with a CDATA delimiter or with & delimiters.
If using the latter and the CRM application is not properly receiving the data, LeaseHawk can change
formats.
CallReview recordings are retained in the LeaseHawk system for 30 days; the link in the comments
section will only be valid for this time.
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Formatted Emails for Every Tracked Call Clients from any industry may request formatted emails. Just like to ADF XML emails, these friendly, human-readable
emails are sent for every tracked call. Ask Customer Care to add formatted ADF emails to the account.
XML LeaseHawk can provide call-tracking data in XML format for integration via custom or in-house software applications.
If you wish to use XML for provisioning or reporting, please request the LeaseHawk XML Specification from
LeaseHawk Customer Care. Your development team should use this specification to implement the software interface
between the LeaseHawk XML data stream and your business application. LeaseHawk Engineering is available to answer
questions during implementation.
For More Information Learn more about LeaseHawk Reporting and solve any problems that may arise.
Here are some additional resources to learn more about LeaseHawk Reporting and our full line of call-tracking
technology products and services.
• LeaseHawk Training gives your team the skills to take full advantage of LeaseHawk technology.
• LeaseHawk Provisioning User Guide has information about our powerful, web-based provisioning application.
• Help Center is a searchable knowledge base with frequently asked questions and help with common issues.
• http://www.LeaseHawk.com has examples and suggestions for integrating LeaseHawk technology with your business.
•
•Feel free to get in touch with your individual LeaseHawk representative.
Contact our highly trained LeaseHawk Customer Care team. We look forward to hearing from you:
o email [email protected] telephone: (800) 485-8430
LeaseHawk 39 (800) 485-8430