Apricot Reporting System User’s Guide:

Table of Contents

Initial Login
Main Menu Overview
Generate Online Reports
  Report Types – Common Uses & Descriptions
    Call Detail
    Options Page within Call Details
    Daily Lead Sheet
    Traffic Snapshot
    Traffic Summary
    Call Summary by Date
    Call Summary by Status
    Monthly Lead Trending by Ad Source
    Calls by Zip Code and Ad Source; Calls by Date and Ad Source
    Caller Name and Addresses
    Multiple Calls from a Single Location
    View Account Information
    Other Business Graphs
Generate Reports to Your Email
  Setup Scheduled Reports
  View Scheduled Reports
SalesTrack
View Site Activity Log
CallReview Enhances Sales Performance
LeaseHawk Daily Lead Sheets

Initial Login
1. Log into the Provisioning site via the URL: http://www.leasehawk.com
2. Click Sign In
3. Enter the Username and Password you were given.

For help with your password or any part of this website, you may also contact LeaseHawk Customer Care at 800-485-8430 or support@leasehawk.com.

Main Menu Overview
From the Main Menu toolbar, choose from the following options

Generate Online: Generates a variety of reports on line for you Generate to Your Email: Allows creation and editing of Scheduled Reports Setup Email Notification: Allows creation and editing of Performance Thresholds and Voicemail Notification. Both of these notifications are via email Contact Us Now Selections: Allows email or phone contact to all of LeaseHawk customer facing departments

Generate Online Reports
View over a dozen different call traffic reports within any date range that you specify

Notes:
• Select from a pull down menu listing: available reports, customers/locations, ad sources, call types, call results, date and time ranges
• Select multiple lines in the filter using the Shift or Ctrl keys on your keyboard
• You see the customer/location field depends on the rights assigned to your username

Experiment with different reports to find invaluable information about your business(s).

Every report header will show you the filters you used to pull that report.

Report Types – Common Uses & Descriptions
Call Detail
Common Uses:
• View missed calls
• Listen to / Save / Delete CallReview or Voicemail files
• View Status (Not called, Called or Sold) of each call
• Link to Journal entries for each call

Report Description:
This detail for all calls to your business
1. Click the audio icons in the first column to listen to CallReview and Voicemail calls. By clicking on ‘Options’, you can save and delete them.
  a. You must subscribe to CallReview and Voicemail to access to these features
  b. Calls you have listened to will automatically show a “Reviewed “ in the ‘Call Status’ column
2. See and modify Call Status and Journal by clicking on ‘Options’ in the ‘Index’ column
  a. All calls are initially listed as ‘Unreviewed’ and change automatically when someone has listened to the call
  b. ‘Not Called’, ‘Called’ or ‘Sale Closed’ are manual statuses that you can select and modify to track your progress for each individual call.
3. See the Date, Day, Time, Location, Ad Source, Call Result, Duration and Caller’s Phone Number for each call
  a. Call Result explanations can be found in the legend at the bottom of every Call Detail Report
4. See Caller Name and Address, when available (optional service), by clicking the Caller’s Phone Number

Options Page within Call Details
Common Uses:
• Add Journal entries to a call detail record
• Save / Email / Delete a CallReview or Voicemail file
• Add/ Edit the Status (‘Called’ or ‘Sold’) of a call
• Add a Journal entry to a particular call

Screen Description:
Audio Options allows you to
1. Hear the CallReview or Voicemail call
2. Email it to one or more email addresses
3. Delete it from the system (as long as your user rights allow for deletion)

Call Status allows you to
1. Change the status of the call to track the progress of your sale. A summary of the statuses by day is available in the Call Summary by Status report

Journal allows you to:
1. Add Notes to this particular call.
2. Reference previously added notes

Daily Lead Sheet
Common Uses:
• View an email report listing of the prior day’s missed and received calls
• Track the unanswered calls that need a follow-up

Report Description:
This report shows call detail information for one day Missed calls are listed first, then Connected calls.
1. Missed calls are highlighted at the top of this report for immediate follow-up
  a. These calls should be compared with the connected calls below to ensure no duplicates exist
2. Add Journal entries or change Call Status by clicking on the ‘Options’ link in the ‘Index’ column

When returning missed calls, always ensure you are in compliance with the Do Not Call Legislation

Traffic Snapshot
Common Uses:
• View a summary of your call and marketing activity
• Understand what percentage of your calls are answered
• Determine which advertising sources are most effective by the cost per lead, average call duration, and number of leads
• View traffic information on advertising sources that have been cancelled
• View a summary of calls by day
• Determine staffing and scheduling via peak call times and days

Report Description:
A summary of all leads (unique callers) and calls to your business.
1. Each row shows:
  a. Number of leads generated by the specified advertising source,
  b. Cost-per-lead
  c. Average Call Duration in minutes and seconds
  d. Percentage of total leads generated by the specified ad source
2. A summary of statistics associated with the calls
  a. Percentage of calls answered at your business
  b. Total Calls, Repeat Calls, No Answer and Busy
3. Note when an advertising source is receiving calls after you’ve cancelled it. You may choose to reinstate the advertising source and recover the leads.
4. ‘Calls per Day’, ‘Peak Calls Received’ and ‘Most Calls Missed’ can help you with staff and schedules.

Number and Feature Summary
Common Uses:
• View a summary of your business’ tracking number assignments
• View a summary of the features added to each tracking number assignment

Report Description:
This summary report shows you the total calls and feature associated to all of your tracking numbers
1. Each line shows the customer name, their ID and tracking number
2. For customers with phone traffic in the specified period the following is shown,
  a. The total calls and minutes per number
  b. The features assigned to each active tracking number
3. A separate section shows customers that do not have any phone traffic for the period selected

Call Summary by Date
Common Uses:
• View a summary of your phone traffic by day
• Schedule staff based on phone traffic

Report Description:
This summary report shows all the call result information.
1. For every date in the range specified, the following is shown:
  a. The number of calls by result
  b. The percentage of calls answered for each day

Call Summary by Status
Common Uses:
• View a summary of how many recorded calls were reviewed to by your personnel
• View a summary of how many missed calls were returned by your personnel
• View a summary of how many sales were closed by your personnel

Report Description:
This summary report shows information by date
1. For every date in the range specified, the following is shown:
  a. The total number of calls received and connected
  b. The total number of calls that were recorded
      i. Note that some calls may have deleted recordings and therefore the counts will not match up to the connected calls
  c. The total number of calls ‘Reviewed’ and ‘Unreviewed’
  d. The total number of calls that are denoted as ‘Called’ or ‘Sale Closed’ in the Options screen of the call details for that date.

Monthly Lead Trending by Ad Source
Common Uses:
• Compare monthly ad response traffic

Report Description:
This summary report shows information by month for each ad source.
1. This report is best when complete months are used in the filters
  a. Partial month requests will show partial month leads for each ad source

Calls by Zip Code and Ad Source; Calls by Date and Ad Source
Common Uses:
• Show zip code/ city reach of each advertising source
• Show 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

Report Description:
This summary report shows information by date

Caller Name and Addresses
Common Uses:
• Create a marketing database of prospective customers
• Follow-up by mail with prospects you are unable to reach by telephone

Report Description:
This report shows all the names and addresses of callers to your business.
1. Report will not included information for callers who have asked their local telephone carriers to keep their information private.
2. Click on Download to Excel Spreadsheet for a mergeable version of this information.

Peak Call and Missed Call Graphs
Common Uses:
• View the times and days when most calls were placed to your business
• View the times and days when most calls were missed at your business

Report Description:
The days and hours filters allow you to change the range of the graphs. Select from any of the following graph types:

• Peak Calls by Day • Peak Calls by Hour

• Missed Calls by Day • Missed Calls by Hour

Multiple Calls from a Single Location
Common Uses:
• View repeat callers
• View total number of calls and their duration generated by repeat callers
• Identify internal business abuse of your tracking numbers

Report Description:
View the number and result of multiple calls from a single phone number.

View Account Information
Common Uses:
• View all of the toll-free numbers assigned to your business
• View the start and end date of each toll-free number
• View the address and target number for each toll-free number

Report Description:
1. Depending on Username rights, the password(s) may be shown.
2. View toll-free number, ad cost, and start and end dates for each ad source and each location in the account.

Other Business Graphs
Common Uses:
• Cost-per-lead by advertising source
• Average call duration by advertising source
• Leads generated by advertising source, by number, and percentage of total leads

Report Description:
This information can also be found in text format in the Traffic Snapshot. All legend information is at the top of each page.

Generate Reports to Your Email
Use this feature to automatically receive a custom report via email.

Report can be customized with the same filters available for the Online reporting tool. Additionally, you may customize the frequency and time of day when you receive the report.

Common Uses:
Manage your business automatically:
• Automatically generate reports consistently requested for the same time period
• Automatically alert business personnel that do not normally pull Online reports of their tracking number activity
• View/ Edit the email addresses to whom the reports are generated
• View/ Edit the filters for each report
• Verify when the next report is due to be sent

Experiment with different reports to find invaluable information about your business(s).

Every report header will show you the filters you used to pull that report.

Setup Scheduled Reports

Screen Description:
Setup each Scheduled Report by choosing the appropriate selections
1. Arrows to the right of each window allow you to select from a pull down menu listing: available reports, customers/locations, ad sources, call types, call results, date, ranges and time frames for the reports
2. Report filters with an asterisk next to their name allow you to select multiple lines in the filter using the Shift or Ctrl keys on your keyboard
3. Your ability to see the customer/location field depends on the rights assigned to your username
4. Select the frequency and run time of the report
5. Add and keep all possible report recipients in your account database for future selection.
6. All email addresses will receive an initial automated verification. The recipient must click on the verification link to receive any reports.
7. Click Create Report to finish each request
8. Create as many requests as you like

Validation Email

Email Description:
1. Upon initial email address setup, all recipients receive an email verification.
• They must click on the link in the verification to ensure all future reports are sent to them properly.
• If this verification is not clicked, NO reports will be sent.
2. Status of the verification authorization is seen on the right side of the View Scheduled Reports screen.

Email addresses that have already been verified via previous reports, will not receive another verification request.

View Scheduled Reports
Allows you to view the scheduled reports that have been set up and all information associated with the setup and delivery of each report.

Common Uses:
• Verify a report has been set up properly
• Verify an email recipient has validated his email address and is therefore receiving reports
• View the last time the report was delivered

Screen Description:
All reports that have been set up will appear on this screen.
1. For each report, the report time, when it is run, and filters chosen from the main screen are shown
  a. The last line in the “When Run” column shows the next time the report will generate
2. The emails column shows all the email addresses that are recipients of the report.
  a. If an email address has not been verified, you may resend the verification
3. The status of the report shows whether or not the report has been successfully sent.
4. A report can be edited or deleted from this screen.

When editing an existing report, all but the frequency fields may be changed. If the frequency of the report needs to be altered, create a new scheduled report and delete the existing one. Email addresses that have already been verified via previous reports, will not receive another verification request.

SalesTrack

View Site Activity Log

LeaseHawk Message Retrieval System

Greets Your Prospective Clients When You Can’t!

When your lines are busy or you cannot answer, our advanced voicemail system answers all calls to your tracking numbers.

When your LeaseHawk service is activated,
1. IMMEDIATELY personalize your voicemail greeting specifically for your prospective clients.
2. Change your passwords as LeaseHawk uses a default password for your account.
3. You should change your business answering service to answer after the FOURTH ring; by default, LeaseHawk answers on the third ring.
4. Look for your Welcome Package. It contains cards that explain how to use the system.

Unless you save them, messages are automatically erased after 14 days. You may save up to 30 messages indefinitely.

CallReview Enhances Sales Performance

What is CallReview?
CallReview records the first 10 minutes of each call your business receives on a tracked number. Only calls to your tracking numbers are recorded, never calls to your regular number.

CallReview is included as part of many LeaseHawk packages.

Why should I use CallReview?
Recording calls allows sales professionals to hear themselves as prospective customers hear them. Calls can also be reviewed just before an appointment…as an “audio guest card.” LeaseHawk encourages all personnel to review their own calls with CallReview on a periodic basis.

CallReview is invaluable if one person at the office speaks to a potential client but will not be in on the day of the client visit. Another sales consultant can review the call and be better prepared to help the potential client.

CallReview Confirms Recorded Conversations.
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 write this index number on your phone log for future reference. This number allows you to quickly find and review the call, either by calling into the Message Retrieval System, or by visiting your LeaseHawk account on the Internet. Callers hear a polite message notifying them that the call is recorded.

Only users with specific access rights can delete CallReview calls.
Unless saved or deleted, calls stay in the system for 14 days and then are erased. You may save up to 30 calls in the system indefinitely.

LeaseHawk Daily Lead Sheets
Daily Lead Sheets report the phone number of Every caller to your business.

What is a Daily Lead Sheet?

• Daily Lead Sheets are emailed or faxed to your business each day and can also be accessed on the LeaseHawk website.

• Daily Lead Sheets report the telephone number of every caller to your toll free numbers from the previous day. Platinum service subscribers also automatically receive names and addresses whenever they can be matched to the caller’s phone number.

• Daily Lead Sheets identify missed calls, allowing you to make callbacks while prospects are still hot.

What do I do with the Daily Lead Sheet?

Return Calls to the people you missed. This will help you to sell more. These are all motivated prospective clients. Even if they were too impatient to leave a voicemail message, LeaseHawk captures their telephone number and the time they called. Ever forget to get a caller’s number? Just match the index number of the call to the number on the Daily Lead Sheet. LeaseHawk gives you every* caller’s telephone number! (* Caller phone numbers may not be available to clients in Canada and subscribers tracking local numbers)

I’m very busy. Why should I take the time to call?

Returning missed calls shows you really care about those future clients. LeaseHawk clients report a closing ratio up to twice as high on returned calls as inbound calls.

How do I use the Daily Lead Sheet?

Use the Daily Lead Sheet as a missed traffic log. Promptly return all calls that were not answered at your business. Statistics prove that people appreciate the all back and are more likely to buy from you!

How can I return calls when I don’t know the caller’s name?

When you return a call, identify yourself and explain you are calling back to see if they have found the service or product they were seeking. If they say, “no”, say, “Well, I’m glad I called you back then! Can we talk about some of your particular needs and see if we an find you the perfect ….?” If someone asks where you got their phone number, Thank them for the question and say your company subscribes to a service that captures all of its incoming caller’s phone numbers – even the missed ones. You call your customers back because you value their time and want to help them.

View Account Info: Allows you to see vital up-to-date information about your account. You can view your tracking numbers; the ad sources they are assigned to and whether or not LeaseHawk has received ad cost information from your company for each ad source.

Notification Setup

From here you can set your LeaseHawk Message Retrieval System email when you have a message. This gives you freedom from checking Voicemail all the time.

You can also set the LeaseHawk system to automatically email you when your business reaches certain thresholds of activity. So when your missed calls go above or if your average call duration or total number of calls fall below the threshold you set, you will be emailed immediately!

SalesTrack
SalesTrack allows you to track a prospect by their phone number from their initial call to the sale. Why is this valuable? Now you know not only which advertising sources are generating the most traffic, but also you can determine which sources send you QUALIFIED TRAFFIC!

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