How to read the Pulse Organization Report
You will interpret organization-level Pulse call metrics on the Pulse Organization Report so you can compare store handling, appointment outcomes, and quality signals.
Before you start
Before you read the Pulse Organization Report:
Open the report from Reports → Pulse → Pulse Organization Report and set Date Range plus any organization filters first
For plain-language metric definitions, use Reports → Glossary / Formulas
What this report shows
The Pulse Organization Report shows inbound and outbound call activity on eligible organization tracking lines, plus Pulse AI insights—handled calls, appointment opportunities, appointments set, missed and after-hours signals, and quality flags—rolled up by organization (store).
Definitions
The table below explains the main columns and metrics on the Pulse Organization Report:
Column / metric | Meaning | How to use it |
IB Calls | Total inbound-direction calls in scope for the report | Start with volume before judging handling or conversion rates |
AI IB Handled | Inbound calls Pulse identified as answered or handled by the employee or organization | Compare to IB Calls to see whether inbound demand is being picked up |
AI IB Handled % | AI IB Handled divided by IB Calls | Spot stores with low inbound answer or handling rates |
AI IB Opp | Inbound calls where Pulse identified an appointment opportunity | Review opportunity volume before judging appointment set rate |
AI IB Appt Set | Inbound calls where Pulse identified an appointment was set | Compare to AI IB Opp to see inbound conversion |
OB Calls | Total outbound-direction calls in scope | Review outbound volume alongside contact and appointment results |
AI OB Contacts | Outbound calls where Pulse identified the customer answered | Compare to OB Calls to see outbound reach |
AI OB Leads | Outbound calls where Pulse identified an appointment opportunity | Review outbound opportunity volume |
AI OB Appts Set | Outbound calls where Pulse identified an appointment was set | See whether outbound follow-up is producing appointments |
AI Total Opps | AI IB Opp plus AI OB Leads | Compare total opportunity volume across stores |
AI Total Appt Set | AI IB Appt Set plus AI OB Appts Set | Compare total appointments set across stores |
AI Appt Set/Opp % | AI Total Appt Set divided by AI Total Opps | Judge appointment conversion from identified opportunities |
IB Missed Calls | Inbound calls that result in a missed call being queued (for example voicemail, menu drop, or queue drop) | Flag stores where inbound demand may not be captured during open hours |
IB Voicemail | Inbound calls where the customer left a voicemail | Review alongside IB Missed Calls for follow-up gaps |
IB After Hours | Inbound calls where the customer called after hours | See whether after-hours demand needs staffing or routing changes |
AI Negative Sentiment | Calls where Pulse identified negative sentiment | Prioritize coaching or escalation follow-up |
AI Escalated Customers | Calls where Pulse identified an escalated customer | Focus quality review and manager follow-up |
AI Flagged by Pulse | Calls Pulse flagged for review | Use as a coaching queue alongside other quality tiles |
AI Promises Made | Calls where Pulse identified a promise was made | Confirm follow-through on customer commitments |
AI Suspicious | Calls where Pulse identified suspicious behavior | Escalate or review per your dealership policy |
IB Avg Call Dur / OB Avg Call Duration | Average live conference time for inbound or outbound calls, in seconds | Compare handle time patterns across stores (inbound includes ringing and hold; outbound includes ringing) |
Total Unique Cust Call IB / OB | Unique customers who called inbound or were dialed outbound | Distinguish repeat callers from unique customer volume |
How to read it
Use these steps to read the Pulse Organization Report:
Set Date Range and Organization / Store filters so the report matches the stores you are reviewing.
Start with IB Calls, AI IB Handled, and AI IB Handled % to see inbound volume versus handling.
Review AI IB Opp, AI IB Appt Set, AI Total Opps, AI Total Appt Set, and AI Appt Set/Opp % for appointment opportunity conversion.
Check OB Calls, AI OB Contacts, AI OB Leads, and AI OB Appts Set for outbound follow-through.
Scan IB Missed Calls, IB Voicemail, and IB After Hours for operational gaps.
Review quality tiles such as AI Negative Sentiment, AI Escalated Customers, AI Flagged by Pulse, AI Promises Made, and AI Suspicious for coaching or escalation follow-up.
Use the organization performance table to compare stores side by side for the selected period.
Limitations
The Pulse Organization Report has these verified limits:
Metrics that start with AI are based on Pulse analysis of eligible calls—they are not the same as agent conversion campaign metrics on other reports.
The report focuses on organization-associated call tracking lead lines and call tracking lines, not every phone number on the account.
Metric labels use short forms (for example AI IB Handled). Use Glossary / Formulas on the Reports page for authoritative definitions.
Common questions
Why is AI IB Handled % low on the Pulse Organization Report?
AI IB Handled % is AI IB Handled divided by IB Calls on the Pulse Organization Report. A low value usually means fewer inbound calls are being answered or handled relative to inbound volume—review IB Calls and AI IB Handled together, and check missed-call tiles for the same store.
Why doesn't AI Total Appt Set match AI Total Opps on the Pulse Organization Report?
AI Total Opps counts calls where Pulse identified an appointment opportunity, while AI Total Appt Set counts calls where Pulse identified an appointment was set. Use AI Appt Set/Opp % to see conversion between those measures.
What phone lines are included on the Pulse Organization Report?
The Pulse Organization Report includes organization-associated call tracking lead lines and call tracking lines. It does not include every phone number on the account.
What to do next
After you read the Pulse Organization Report, export the organization table for leadership review, coach stores on handling or conversion gaps, or open Glossary / Formulas if a metric label needs clarification.
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