This guide explains every figure on the Reporting page, so you can understand how Sandra is performing for your dealership(s) and how your team is following up on calls.
Where to find it?
Click Reporting in the top menu bar, then select Inbound Calls.
The page is split into three tabs: Overview, Appointments and Team.
Tip: hover over the ⓘ icon next to any figure to see its definition directly in the platform.
Filters: always check them first
Every figure on the page depends on the filters at the top. If a number looks wrong, check these before anything else.
Date range: pick a preset (Today, Yesterday, This Week, Last Week, This Month, Last Month), a number of days up to today, or any custom dates on the calendar.
Dealerships: by default, all dealerships you have access to are included. Tick one or more dealerships to narrow the view.
Ticket Type (Team tab only): show tickets created by Sandra, Manual tickets, or both.
Click Reset to go back to the default filters.
The Last updated time next to the page title tells you when the data was last refreshed.
1. Overview (global view)
The Overview tab gives you the big picture for the selected period.
Key figures
Total Calls: total number of calls received in the selected period, across all dealerships in scope.
Total Leads: tickets created in the selected period. Each ticket is a potential lead.
Tickets with User Interaction: tickets where a team member spoke or typed during at least one call, meaning a human stepped in.
Tickets Handled by AI: tickets fully resolved by Sandra, without any human intervention.
Calls Forwarded: calls Sandra transferred to a human or another destination during the call.
Time Saved: total time Sandra spent on the phone in this period, which is time your team didn't have to spend.
Trends & breakdowns
Call Volume Trends: number of calls received each day. Use it to spot busy days and unusual drops.
Hourly Call Distribution: average number of calls received in each hour of the day. Useful to plan team availability at peak hours.
Dealership Performance Comparison: calls, leads and appointments for each dealership in scope. Click Export Data to download the table.
Average Call Duration: average length of calls received each day.
2. Appointments
The Appointments tab shows how appointment requests are handled, from booking to modification and cancellation.
Appointments overview
Total Appointments: appointments booked in the selected period, whether by Sandra or manually.
Sandra Booked: appointments Sandra booked directly during the call.
Manually Booked: appointments a team member booked manually, outside of the call.
Appointment booking
The header shows the number of booking calls and the share of them that were resolved.
Call counts
Total Calls: all calls handled for appointment booking during the period.
Eligible Calls: calls that met the criteria to go through the appointment booking flow. The badge shows their share of total calls.
Completed (Eligible): eligible calls where an appointment was successfully booked. The conv. badge is the conversion rate (completed ÷ eligible).
Not Eligible: calls that did not qualify for the booking flow. The badge shows their share of total calls.
Leads Captured: non-eligible calls where a lead was still captured for follow-up. The conv. badge is the share of non-eligible calls that became a lead.
Median duration
Median, Appt Booked: median call duration for eligible calls that ended with a booked appointment.
Total Time for Booked Appointments: estimated total phone time spent on booked appointments (completed eligible calls × median booked duration).
Median, Lead Captured: median call duration for non-eligible calls where a lead was captured.
Appointment modification and cancellation
Each block shows the same three figures:
Total Calls: all calls related to modifying (or cancelling) an appointment.
Completed Calls: those calls that were completed successfully.
Avg Duration: average duration of the completed calls.
Appointment trends
Appointment Management Rate shows the share of appointment calls where the booking, modification or cancellation was actually recorded in the dealership's software. Bars show the number of automated calls; the line shows the percentage of automated calls.
Appointments by dealership
Appointments, leads and calls for each dealership in scope over the selected period.
3. Team
The Team tab shows how your team follows up on the tickets Sandra creates.
Team activity
Total Leads: tickets created in the selected period.
Leads Handled: tickets that have been processed and closed.
Open Tickets: tickets still waiting to be handled.
Median Resolution Time: median time between a ticket being created and being closed.
Activity per user
The table shows one row per user. Click any column header to sort.
Assigned to User: tickets assigned to this user.
Assignments Made: tickets this user assigned.
Status Changes: number of times this user changed a ticket's status.
Closed by User: tickets this user closed, split into Closed with Appointment and Closed without Appointment.
Comments Added: comments this user wrote on tickets.
Median Resolution Time: median time this user took to close their tickets.
Last Activity: the last time this user took an action on a ticket. A dash (—) means no activity in the period.
4. Transfers (Answer rate)
Found in the Team tab, this section shows how often your transfer contacts pick up when Sandra tries to put a caller through.
It only applies where warm transfer is enabled.
Calls Transferred: calls where Sandra tried to reach this contact. Several attempts to the same contact during one call count as one call.
Pickups:calls where the contact picked up. One answered attempt is enough, even if an earlier attempt in the same call went unanswered.
Answer Rate: share of transferred calls the contact answered (pickups ÷ calls transferred).
The table below gives these three figures for each Transfer Contact.
A low answer rate for a contact is a sign to review their availability or the transfer settings.
5. Email notifications overview
Also in the Team tab, this section shows the tickets sent by each email notification (for example Sales new, Sales used, Workshop, Appointments), per dealership:
Total Tickets, Open Tickets and Closed Tickets for each notification.
Average Duration: average time taken to close those tickets.
A second table gives the same totals per dealership, with the Median Resolution Time.
Tips for reading your reports
Compare periods of the same length (for example this week vs last week) to get meaningful trends.
On short periods or low volumes, percentages can move a lot from a single call. Look at the raw numbers too.
Many open tickets with a long median resolution time usually means leads are waiting for follow-up: check the Team tab to see who is handling them.