How to read the Agent Inbound Conversion report
The Agent Inbound Conversion report helps you decide where inbound call handling is working, which agents need coaching, and how return calls and non-phone channels contribute to appointments.
Before you start
Before you read the Agent Inbound Conversion report:
Open Reports → Agent Inbound Conversion
Set Date Range and any scope filters first so every metric reflects the same period and organizations
Keep Reports → Glossary / Formulas open when a short label needs a plain-language definition
What this report shows
The Agent Inbound Conversion report shows how agents perform on inbound campaigns: inbound calls presented and handled, leads created, appointments set through phone, email, and SMS, return-call outcomes, scheduled appointments, and show results — all at the agent level.
Inbound on this report means activity tied to campaigns with inbound campaign type, not every phone call that happens to ring in.
Definitions
The table below explains the main metrics and columns on the Agent Inbound Conversion report:
Column / metric | Meaning | How to use it |
IB Presented Calls | Inbound calls offered to an agent (excludes instant drops and Save Place in Line) | Volume baseline — how many inbound opportunities reached an agent offer |
IB Handled | Inbound calls the agent accepted | Core handled volume for inbound campaign calls |
IB Handled % | Handled calls divided by presented calls | Service-level style rate for inbound acceptance |
IB New Leads | New leads created from inbound calls on inbound campaigns | Lead creation from live inbound handling |
IB Appts Set | New appointments created during an inbound call on an inbound campaign | Core phone appointment outcome from inbound calls |
IB Appt % | Appointments set on inbound calls divided by handled inbound calls | Inbound phone conversion rate after the agent handles the call |
OB Return Calls | Outbound dials made on an inbound campaign (for example, returning a missed or callback opportunity) | Follow-up outreach volume on inbound campaigns |
OB Return Call Contacts | Return calls where contact was made | Whether return dials are reaching customers |
OB Return Call Appts | New appointments set on those return calls | Appointments recovered through return-call follow-up |
IB Email Appts / IB SMS Appts | New appointments from email or SMS dispositions on an inbound campaign | Non-phone appointment contribution on inbound campaigns |
IB Total Appts | Combined new appointments from inbound calls, return calls, email, and SMS on inbound campaigns | Total appointment production tied to inbound campaigns |
IB Appointment/Lead % | Total inbound-related appointments relative to total inbound-related leads | Lead-to-appointment health across inbound sources on the report |
IB Appts Scheduled | Appointments scheduled on inbound campaigns across the inbound appointment sources on the report | Forward-looking scheduled volume |
IB Show / IB Show % | Appointments originally created by the agent that later show, and the related show rate | Quality check after the appointment is set |
Organization / Store | The dealership location associated with the activity | Use when comparing performance by location |
How to read it
Use these steps to read the Agent Inbound Conversion report:
Set filters so every tile and table row reflects the same date range and scope.
Start with summary tiles — IB Handled % and IB Appt % show whether agents are taking offered calls and converting them to appointments.
Compare agents in the Agent Performance Overview table; look for gaps between presented and handled calls, or between handled calls and appointments.
Review return-call columns (OB Return Calls, OB Return Call Contacts, OB Return Call Appts) when inbound volume is strong but appointments lag — missed opportunities may need follow-up.
Compare IB Appts Set, OB Return Call Appts, IB Email Appts, and IB SMS Appts against IB Total Appts to see channel mix.
Use IB Show % to see whether set appointments are showing up.
Limitations
The Agent Inbound Conversion report has these verified limits:
Metrics are tied to inbound campaigns, not every inbound phone call in the account — use other reports when you need all inbound call volume or outbound-only performance.
Instant drops and Save Place in Line are treated differently from standard presented inbound calls in the reporting definitions.
Some presentation details (summary tiles, charts, filter labels, or download controls) may vary on the live dashboard — treat the live report as the source of truth.
Common questions
How is inbound determined on the Agent Inbound Conversion report?
Inbound on the Agent Inbound Conversion report is determined by campaign type — metrics include activity tied to inbound campaigns, not every phone call that rings into your dealership.
What is Save Place in Line (SPL)?
Save Place in Line is when a caller leaves the queue to receive a callback when an agent is free. SPL is part of inbound activity on inbound campaigns; it is not counted the same way as a standard presented inbound call.
Where can I look up a metric label I do not recognize?
Open Reports → Glossary / Formulas and search for the metric name (for example IB Handled or OB Return Call Appts). Use this article’s definitions table for report-specific labels.
Why doesn't a total match another report I use?
The Agent Inbound Conversion report scopes metrics to inbound campaign activity and specific disposition rules. Another report may include different campaign types, date logic, or channels — compare filter scope and definitions before expecting numbers to match.
What to do next
After you read the Agent Inbound Conversion report, use How to use the Agent Inbound Conversion report for coaching workflows, export the agent table for one-on-ones when download is available, or open Glossary / Formulas before a team meeting to align on definitions.
Related articles
Getting started with the Agent Inbound Conversion report
How to access the Agent Inbound Conversion report
How to use the Agent Inbound Conversion report
Troubleshooting the Agent Inbound Conversion report