Call Source Report – Zr Ware®

Report Overview

The Call Source Report is an operational report that provides a detailed log of changes made to a booking during an interaction with a Customer Service Representative (CSR) or through the online booking system.

Unlike a marketing attribution report, its primary purpose is to serve as an audit trail, showing what changes were made, who made them, and when. The report includes all actions that occurred within the selected date range that generated a "call record."

How a Call Record is Created

A row is generated in this report whenever a call record is created. This doesn't always require an actual phone call; it's the system's way of tracking an interaction that modifies a booking.

Examples of actions that create a call record:

Accepts or intercepts an incoming call via the integrated Zr Ware® call center.
Presses the New Call button in Zr Ware®, even if the action is canceled.
Clicks the "Edit Booking" button from the Client History screen.
Converts a previous booking or estimate into a new booking.
A technician converts an on-site estimate into a revenue job.
Changes a booking's appointment date or cancels an appointment (from either the booking or schedule card view).
Clicks the "Update" button on the main booking screen.
Creates a Lost Sale.
Creates a booking or lost sale from a partial online reservation request.

Note: In general, most updates made from the detailed Booking Screen will create a call record, while updates made from the high-level Schedule or Map views (like confirming appointments or updating dispatch notes) will not.

Understanding Online Reservations

Rows in the report where the User/CSR Name is listed as "Online Booker" represent bookings made directly by customers through your online scheduler. These rows function differently from records created by your staff.

CSR-Generated Records: These are a snapshot in time. The data (Amount, Source, etc.) reflects the state of the booking at the moment the call record was created and will not change.
Online Booker Records: These are dynamic. The data reflects the booking's current state at the time you run the report. The Parent Source, Source, and Amount values may change over time if the booking is modified after its initial creation.

Summary Metrics Explained

The report includes a summary section to provide a quick overview of the data.

Original Booked Revenue: The total value of all bookings in "Booked" status.
Average Booking: The average value of a "Booked" appointment.
Total Actions: The total number of rows (i.e., call records) in the report.
Total Booked: The total count of rows with a "Booked" status.
Online Booked Count: The number of bookings made via the online scheduler.
Lost Sale Count: The number of interactions that resulted in a "Lost Sale."
Cancel Count: The number of bookings that were canceled.
Online Booked New Customers: The number of online bookings made by first-time customers.
Online Booked % New: The percentage of online bookings that were from new customers.
- Calculated as: The total rows where the CSR name is "Online Booker" / The total rows where the CSR name is "Online Booker" and the customer status is "New Customer".

Report Columns

💡 Ideas on How to Use This Report

This report is best used for operational management, performance coaching, and maintaining data integrity.

CSR Performance and Training:
- Action: Filter the report by a specific CSR Name and review their activity. Are they frequently creating "Lost Sale" records? Are there notes in the Comment field that indicate a need for more training on overcoming objections? This provides concrete examples for coaching sessions.
Audit Booking Changes and Resolve Disputes:
- Action: A customer claims their appointment was canceled without their consent. Filter by the Client Name or Service Phone Number to see the exact date, time, and CSR who processed the cancellation, providing a clear audit trail to resolve the issue.
Analyze Cancellation and Lost Sale Reasons:
- Action: Filter the Booking Status to "Cancel" or "Lost Sale." Analyze the Reason and Source columns. You might discover that leads from a specific marketing campaign are frequently lost due to pricing issues, indicating a mismatch between the ad's promise and your actual offer.
Compare Online vs. Offline Customer Behavior:
- Action: Use the summary metrics to compare channels. Is the Average Booking amount higher for jobs booked by CSRs versus the "Online Booker"? Use the "Online Booked % New" to see how effective your online scheduler is at attracting new customers versus serving existing ones.