Events pipeline

What is the event pipeline?

The event pipeline report shows you how enquiries progress through your care journey, from initial contact to booking. It tracks five key stages:

• Enquiries - The number of enquiries that were added during the selected period

• Interactions (labelled "Contacted" internally, but shown in the product as "Interactions") - The number of interaction events logged — this includes phone call notes, emails sent, SMS sent, and inbound calls tracked automatically via call tracking (not just phone and email)

• Visits - The number of visit events logged (not available for home care locations)

• Assessments - The number of assessment events logged

• Bookings - For workspaces with the Occupancy module enabled, this counts actual bookings by their start date. For workspaces without Occupancy, this counts "care start" events logged on the enquiry instead. This is determined by whether your workspace has Occupancy enabled — not by which location type (care home vs. home care) you're viewing.

Note: Visits, Assessments, and Bookings count every logged event of that type in the period, regardless of its status — including Pending, Cancelled, and No-show, not just ones "marked as complete." Hovering over these metric cards shows a breakdown by status (Completed / Pending / Cancelled / No-show) so you can see that split.

The report also calculates conversion rates between each stage, helping you identify where enquiries may be dropping off in your process.

How to access the event pipeline

1. Navigate to the Reports tab in Found

2. Under CRM -> choose Event pipeline

3. Select your location type (Care homes tab or Home care tab)

Filtering your data

Time range selector

Use the time range selector to choose which period you want to analyse:

• Select from preset ranges (e.g. last 7 days, last 30 days, last quarter)

• Choose a custom date range

• The report will automatically compare your selected period with the previous period of equal length

Location filter

Filter the report by specific locations:

• Click the location selector to choose one or more locations

• Leave unselected to view data for all locations you have access to

Breakdown options

Use the breakdown selector to group your chart data by different dimensions:

• Care duration - Group by length of care commitment

• Care type - Split by type of care service

• Funding type - Analyse by how care is funded

• Method of contact - See how different contact methods perform

• Attribution source - Track which marketing/referral channels generate enquiries

Note: "Location" isn't one of the breakdown options above — the data table at the bottom of the report always shows a per-location split by default, independent of whatever breakdown you choose for the chart (see "Data table" below).

Reading the report

Metric cards

At the top of the report, you'll see cards for each stage showing:

• The total count for your selected period

• The change from the previous period (shown as a percentage)

• Colour coding (green for increases, red for decreases)

Click on any metric card to update the chart below to show that metric's trend over time. Hovering over a card (other than Enquiries) shows a further breakdown for that metric.

Trend chart

The chart visualises how your selected metric changes over time. When you've applied a breakdown, the chart will show stacked data for each breakdown category.

Data table

The table at the bottom shows:

• Each location (the table is always broken down by location, regardless of the chart breakdown selection above)

• Counts for all five metrics

• Conversion rates between stages (shown as percentages)

• You can sort by any column by clicking the column header

• The table remembers your sorting preference

Exporting data

To export the event pipeline report:

1. Click the "Export" button in the top right corner

2. The report will download as a CSV file containing:

   • Report title and date range

   • Current and previous period metrics with percentage changes

   • Breakdown data showing all metrics for each category

3. The filename will include your location type and the date range (e.g. event-pipeline_care_home-2025-01-01-2025-01-31.csv)

You can open this file in Excel, Google Sheets, or any spreadsheet application for further analysis.