Your main Vitals scoreboard allows you to view your top metrics at a glance. Using the data points provided, you can improve your client engagement and interactions by identifying data points that are applicable to specific contacts.
Total Vital Score
Your Total Vital Score is determined by the following factors:
Poor: 0-60%
At Risk: 61%-69%
Great: 80% - 100%
The Total Score will show a 30 day snapshot by default; however, you can change this timeframe at any time by clicking on one of the dropdown options on the far right of the Vitals scoreboard.
How is the Total Score Calculated?
Within Vitals, the data points from each unique data set are averaged to display your total score.
Awaiting Response - Reply Rate
Awaiting Response - Response Time Rate
New & Needs Contact - Reply Rate
New & Needs Contact - Response Time Rate
Have Past Due Tasks - Completion Rate
Not on Campaigns - On Campaigns Rate
Active on Website - Attempt Rate
Not on any Automated Listing Alerts - Percentage on Listing Automation
Vitals Data Breakdown
There are six unique data sets that appear on the main Vitals page. Each one contains data specific to a particular group of contacts, and can be used to identify areas of improvement with client engagement.
Clicking into any of these datasets will automatically redirect you to the Smart CRM, where a filter will be applied for all contacts related to the dataset you clicked on. For example, clicking on the Awaiting Response tile will direct you to the CRM with a filter applied for all active contacts who are awaiting a response within the selected timeframe.
Awaiting Response
Leads included in this report are based on whether or not they submitted one of the following forms or reached out via email or text in the given time period:
Asked Agent a Question
Requested a Showing
Performed a Valuation
Contact Agent Form
Valuation form
Email Agent Form
Chat from Core Home
Asked a Question from Core Home
Lead Responded to a text after 24 hours of inactivity (without agent reply / dismiss)
Lead Responded to an email after 24 hours of inactivity (without agent reply / dismiss)
Leads Responded to a chat after 24 hours of inactivity (without agent reply / dismiss)
Leads must also have a valid phone number or email address to be included.
New & Needs Contact
All leads will be included in this report, except for bulk imported leads. Auto-imported leads, as well as manually created leads, will also be counted. Additional factors include:
All leads in this report are assigned to an agent.
Leads from every contact status are considered for the total lead number.
Leads must have a valid phone or email to be included.
Have Past Due Tasks
This report will include all Tasks assigned to an Agent within the past 30 days, along with the following factors:
Contacts with Tasks Past Due Scheduled in the previous 30 days
The task's due date is older than the current date (to ensure it is past due).
The task's scheduled date is within the last 30 days from the current date.
The task has not been marked as completed.
Not on Campaigns
This section includes the total number of leads that are not on an active Smart Campaign.
Active (Active, New, Sphere, Client, Prospect) contacts not on a Campaign: Leads within the filtered timeframe that don’t have an active Campaign running. This excludes Leads without a valid phone number AND email address.
If a lead already completed a campaign and is now no longer on one, they will not appear in this report, as they have already completed a campaign.
Active on Website & Needs Contact
This report includes all leads who completed one of the following actions:
Favorited (Saved) a property
Viewed a listing multiple times
Contact Saved an Email Alert
Printed Flyer,
or emailed a listing
Lead re-Visited after 14 days
Lead visits the site 5 times in the last week
Lead viewed 5 properties in the last 5 days
Lead viewed 10 properties in the last week
Lead viewed the property 3 times
Lead favorites a property
Lead Responded to a text (without an agent reply or dismiss)
Lead Responded to an email (without an agent reply or dismiss)
Lead Called your phone number and left a voicemail (without an agent reply or dismiss)
OR within the time period (30 days)…
It looks at unique leads, so a lead can perform multiple actions in the 4 weeks, but will only be counted once in this report.
It does include bulk imported leads.
It excludes leads who do not have a good phone or email.
It excludes leads in the Contract, Closed, and Archive Status.
It excludes seller-only leads.
Note: Behavioral Responses will count as contacted leads.
Not on any Automated Listing Alerts
This report includes leads that are not on any automated Smart Campaigns. This will include the total contacts in your database in the active status (Active, New, Sphere, Client, Prospect) minus those with invalid email addresses.
Vitals Scope and Trends
Admins can adjust the Scope of the main Vitals scoreboard by selecting from the dropdown at the top right. This provides a way to drill down into individual metrics for specific Offices, the overall Company, or specific Agents.
Depending on which Scope is selected, the chart will also display a comparison trend.
Company Scope: Does not display a trend, but provides overall company data.
Team & Office Scope: Compared with Company scope.
Agent Scope: Compared with the Team or Office scope.
Response Rate and Performance Metrics
Hovering over any of the data points on the main Vitals chart will display a month-by-month breakdown of your Response Rate and Response Time.
Admins can view the Top Performer and Worst Performer for these metrics when either the Company or Office scope is selected.
