Understanding the Prospects Dashboard in Gladstone Reporting
Problem
You want to understand what information is available within the Gladstone Reporting Prospects Dashboard and how it can be used to analyse Leads, Prospects, interactions and outcomes.
Resolution
What does the Prospects Dashboard show?
The Prospects Dashboard provides reporting on Contact Records progressing through the prospecting journey, together with the interactions and outcomes recorded as part of that process.
The Dashboard contains reports covering areas such as:
- Leads;
- Prospects;
- New Leads and Prospects;
- Movement between Lead, Prospect and Current Status;
- Calls;
- Appointments;
- Tasks;
- Tours;
- Overdue and unassigned interactions;
- Completed interactions;
- Interaction activity by User;
- Interaction outcomes.
The Dashboard can help organisations monitor prospect activity, identify outstanding interactions and understand the outcomes of Calls and Appointments.
Where supported, select a Widget to access its Drill Down for additional information.
What is a Lead or Prospect?
Lead and Prospect are Contact Status values that can be used to identify Contact Records progressing through an organisation's prospecting process.
The Prospects Dashboard uses these Status values to report on Contact Records identified as Leads or Prospects.
How your organisation uses Lead, Prospect and other Contact Status values depends on your configured business processes.
What is an Interaction?
An Interaction represents an activity recorded against a Contact Record as part of customer or prospect follow-up.
Interaction types can include:
- Calls;
- Appointments;
- Tasks.
Depending on the Interaction, information can include its scheduled date, assigned User, completion status and outcome.
Appointments can also be used to record activities such as Tours.
Which Prospects reports are available?
The Prospects Dashboard includes reports such as:
- Total Leads — shows Contact Records with a Lead Status.
- Total Prospects — shows Contact Records with a Prospect Status.
- New Leads Current Month / Last Month — compares new Leads between the current and previous month.
- Lead to Prospect — reports Contact Records moving from Lead to Prospect.
- New Prospects Current Month / Last Month — compares new Prospects between the current and previous month.
- Lead to Current — reports Contact Records moving from Lead to Current.
- Prospect to Current — reports Contact Records moving from Prospect to Current.
- Contacts allocated Lead or Prospect Status this month by Home Site — analyses Contact Records allocated a Lead or Prospect Status during the current month, grouped by Home Site.
- Leads & Prospects Added Month On Month — provides a longer-term view of Lead and Prospect creation.
- Total Interactions — shows recorded Interactions for the reporting period.
- Total Calls — shows Call Interactions.
- Total Appointments — shows Appointment Interactions.
- Total Tasks — shows Task Interactions.
- Overdue Interactions — identifies Interactions with an Overdue status.
- Unassigned Interactions — identifies Interactions with an Unassigned status.
- Completed Interactions — analyses completed Interactions.
- Total Tours Current Month / Last Month — compares Appointment Tours between the current and previous month.
- Total Tours Completed Current Month / Last Month — compares completed Appointment Tours.
- % Tours Resulting in Joined — provides an indication of completed Appointment Tours resulting in a Joined outcome.
- Total Calls Current Month / Last Month — compares Calls between the current and previous month.
- Total Calls Completed Current Month / Last Month — compares completed Calls.
- % Calls Resulting in Joined — provides an indication of completed Calls resulting in a Joined outcome.
- Completed Tours by User ID — analyses completed Appointment Tours by User.
- Completed Appointment Tours Outcomes — analyses outcomes from completed Appointment Tours.
- Completed Calls by User ID — analyses completed Calls by User.
- Completed Call Outcomes — analyses outcomes from completed Calls.
The reporting periods and filters available vary according to the individual Widget.
How can I monitor the prospect journey?
Use reports such as Total Leads, Total Prospects, Lead to Prospect, Lead to Current and Prospect to Current to understand movement through the prospecting process.
Use Contacts allocated Lead or Prospect Status this month by Home Site to understand where newly identified Leads and Prospects are associated across the organisation.
These reports can help identify Contact Records progressing between the Status values used by the organisation.
Because Contact Status configuration and business processes can vary between organisations, these reports should be interpreted according to how your organisation uses its Lead, Prospect and Current Status values.
How can I identify outstanding prospect activity?
Use Overdue Interactions and Unassigned Interactions to identify follow-up activity that may require attention.
Overdue Interactions can help identify scheduled activity that has not been completed within the expected timeframe.
Unassigned Interactions can help identify activity that does not currently have an assigned User.
Use the associated Drill Downs where additional information about the Contact Record or Interaction is required.
How can I analyse Calls, Appointments and Tours?
Use the Interaction reports to understand the volume and outcomes of prospecting activity.
Reports are available for areas including:
- Calls;
- Appointments;
- Tours;
- Completed activity;
- Activity by User;
- Recorded outcomes.
This can help understand both the amount of prospecting activity being performed and the outcomes recorded against that activity.
How can I analyse prospecting activity by User?
Reports such as Completed Tours by User ID and Completed Calls by User ID can be used to analyse recorded prospecting activity according to User.
These reports describe the activity recorded within Gladstone and should be interpreted alongside your organisation's prospecting processes and responsibilities.
Notes
- Lead, Prospect and Current are Contact Status values whose use can depend on customer configuration and business processes.
- Interaction types, outcomes and processes can vary between organisations.
- A recorded movement between Status values should be interpreted according to the organisation's configured prospecting process.
- Dashboard and Drill Down results can be affected by active filters.
- Available reporting content may vary according to customer configuration and user permissions.