BDC Agent Success Report

The BDC Agent Success Report shows the overall success of the campaign (i.e. scheduling or confirming appointments). It reports on the number of customer contacts by the dealership's Appointment Coordinators, appointments scheduled and appointments shown or missed.

The report generated includes the following data for each campaign:

  • Campaign Name.
  • # Tasks: The total number of tasks assigned during the selected dates, whether still active or not.
  • # Calls Made: The number of calls made including attempts.
    • Each attempt to reach a single customer is counted as a separate call.
  • # Customers Contacted: The individual number of customers contacted.
    • Multiple attempts to reach the same customer is counted as one customer contact.
  • # Tasks Closed With Assumed Appt: The total number of tasks closed with a disposition of Appointment Scheduled. Tasks closed as Appointment Scheduled for the same customer/VIN in other campaigns are included in the total.
  • # Unique Appointments: The total number of appointments actually scheduled by the Appointment Coordinator for the reporting period.
    • For a campaign that confirms existing appointments, this would be the number of appointments actually confirmed during the time frame.
  • Outbound Ratio: Compares the # Unique Appointments column to the # Calls Made column, in order to show how successful the campaign or Appointment Coordinator is at booking appointments. If # Calls Made is 0, the Outbound Ratio will be 'N/A'.
  • # Appt Shown: The number of appointments that were scheduled or confirmed by the dealership that resulted in the appointment being actually shown during the dates entered.
  • Show Ratio: Compares the # Appt Shown column to the # Unique Appointments column in order to show the success in converting booked appointment to shown appointments. If # Unique Appointments is 0, the Show Ratio will be 'N/A'.
  • # Appt Missed: The number of appointments scheduled or confirmed by the dealership where the customer did not show up between the dates entered.
  • # Appt Future: The number of appointments scheduled to occur after the reporting period.
    • If End date is blank, the number will always be '0'.
  • # Appt Rescheduled: The number of appointments rescheduled when the Appointment Coordinator called to confirm their appointment. (Only applies to appointment confirmation campaign types.)
  • # Appt Cancelled: The number of appointments that were cancelled and not rescheduled when the Appointment Coordinator called to confirm their appointment. (Only applies to appointment confirmation campaign types.)

 

Select a row (campaign) to see the details for that campaign by Appointment Coordinator, as described in BDC Agent Success Report - By Appointment Coordinator.