Outbound calls report

Overview

The Outbound calls report provides insights into your organisation's calling performance when contacting enquiries through the Lottie integration. This report helps you understand how effectively your locations are reaching out to potential residents and their families.

The report displays five key metrics with visual trend charts, plus a detailed breakdown by location. You can track total calls made, answer rates, how quickly your team responds to enquiries, call duration, and identify enquiries that haven't been contacted yet.

How to access the report

1. Navigate to Reports in the main navigation menu

2. Select Lottie Insights from the secondary navigation

3. Click on Outbound calls

Note: You'll need the appropriate permissions to view this report. If you don't see this option, contact your system administrator.

What the report shows

Summary metrics

Each metric includes a total value and a trend chart showing performance over your selected time period:

• Total calls - The total number of outbound calls made to contacts

• Answer rate % - The percentage of calls that were answered by the contact

• Speed to call - The median time between when an enquiry was created and when your team first attempted to call them

• Call duration - The median duration of calls that were answered

• Uncalled enquiries % - The percentage of enquiries that haven't been called yet

Location breakdown table

Below the summary metrics, you'll find a table showing performance for each of your locations. The table displays:

• Location name

• Total calls made

• Uncalled enquiries rate (%)

• Median speed to call

• Median call duration

• Answer rate (%)

You can sort the table by clicking on column headers, and customise which columns are visible using the table settings.

How to use the report

Filtering your data

Time period selection

Use the timeframe selector to choose your date range:

• Select from preset options (last 7 days, last 30 days, etc.)

• Choose a custom date range using the calendar picker

• Data is available from 1st April 2025 onwards

Location filtering

Use the location filter to focus on specific locations:

• Select one or multiple locations from the dropdown

• Leave empty to view all locations you have access to

• Only locations with Lottie integration enabled will appear

Chart grouping

Choose how to group your trend data:

• Day - View daily performance trends

• Week - View weekly aggregated trends (default)

• Month - View monthly aggregated trends

Analysing the data

Understanding answer rates

A higher answer rate indicates your team is successfully connecting with contacts. If you notice low answer rates at certain locations or time periods, consider:

• Whether calls are being made at optimal times

• If follow-up attempts are being made for unanswered calls

Monitoring speed to call

The speed to call metric shows how quickly your team responds to new enquiries. Faster response times typically lead to better conversion rates. Use this metric to:

• Identify locations that may need additional resources

• Compare performance across different time periods

• Set benchmarks for your team

Identifying uncalled enquiries

The uncalled enquiries percentage highlights opportunities that may be falling through the cracks. Regular monitoring helps ensure:

• All enquiries receive timely follow-up

• Your team has adequate capacity to handle incoming enquiries

• Processes are in place to prioritise urgent contacts

Exporting data

Click the export button above the locations table to download the data for further analysis or reporting.