Video Reports Incorrect
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Evelyn Evans
Our team has identified a logic gap in how video metrics are currently tracked. Currently, the system only credits videos sent by midnight on the day the lead is received instead of by 8:00 pm. This creates a significant reporting error for after-hours and weekend leads; even if a rep responds first thing the next morning, the metric shows a 'miss.'
Proposed Solution: Update the tracking logic to allow for a 'Next Business Day' grace period (e.g., until Close of Business the following day) for any leads received after 8:00 PM or during Sunday. This will ensure our performance data accurately reflects our team's responsiveness.
I have checked the metrics through "Engaged Leads" and those seem to still be incorrect compared to me manually going from lead to lead to verify myself.
Shelby Parker
Thanks for flagging this, Evelyn Evans — and for laying out the logic gap so clearly. I can see how the midnight cutoff (vs. 8:00 PM / next business day) would create misleading “misses,” especially for after-hours and weekend leads. We’re going to dig into the tracking logic and the Engaged Leads reporting you mentioned; if you’re able to share a couple example leads/timestamps where the metric doesn’t match what you’re seeing manually (screenshots are great too), that’ll help us reproduce it and validate the fix.
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Evelyn Evans
Shelby Parker,
Thank you for the quick response! To provide a clear example of the tracking issue, I reviewed Thomas Young’s performance. Out of 29 internet leads, Thomas sent personalized videos to 25 of them. All delivered same-day or the following morning for after-hours inquiries.
I’ve attached four screenshots illustrating the discrepancy:
Screenshots 1-2: Leads where a video was sent on Day 1, yet the system marked them as 'Fumbled' (likely a 'Canned Response' logic error).
Screenshots 3-4: Sunday leads that are incorrectly counting against our metrics despite being handled first thing Monday.
Thomas personalizes every video with the customer's name and vehicle details, so these should not be flagged as automated or missed.