Appointment report
Track how many viewings, valuations and office meetings were booked, held or cancelled with the Appointment Report.
3 min read
The Appointment Report summarises every appointment in your calendars. It shows how many viewings, valuations and office meetings actually happened, how many were cancelled and how many clients didn't turn up. A no-show is an hour of an agent's time on the road and a broken promise to a vendor or landlord.
Because the assistant writes bookings straight into the calendar, appointments made by phone appear in this report too.
Before you start
- Appointments must be booked in calendars in the Calendars module. A viewing agreed verbally and never added to the calendar won't show: Managing appointments.
- Agents must update the status after the appointment (Showed / No-show).
Reading the report
- Open Reporting → Appointment Report. Choose all calendars or one (e.g. "Viewing") from the calendar filter, and set the date range at the top right.
- The status boxes at the top count appointments by status.
- The charts below split appointments by calendar, source, user and day of week.
What the statuses mean
- Booked / New — the appointment was booked by the assistant or an agent.
- Confirmed — the client confirmed (e.g. replied "yes" to the WhatsApp confirmation). For the confirmation automation: Confirmations and reminders.
- Showed / No-show — the viewing happened, or the client didn't turn up. The agent marks this.
Cancelled covers cancelled appointments. The report also shows the busiest calendars and users, the calendars with the most cancellations and reschedules, and the busiest days of the week.
Heads up
Appointments not marked Showed / No-show stay "Booked" or "Confirmed", which makes your show rate look worse than it is. Make it a habit for agents to update each day's appointments every evening.
Two ratios to work out
- Show rate = Showed ÷ (Showed + No-show). If it's low for viewings, review your reminders.
- Viewing to offer = opportunities that reached Offer ÷ viewings done. If this is low, the issue may be qualification: clients are being shown homes that don't match their budget or needs. See Qualifying callers.
Tip
The most effective way to cut no-shows is a WhatsApp reminder 24 hours and 2 hours before, plus a confirmation call from the assistant for appointments that haven't been confirmed. See Reminders and notifications.
Example
In September, Atlas Emlak sees that clients didn't turn up to 6 of 61 viewings that were held or missed (about 10%). The "By day of week" chart shows Saturday is the busiest day — and most no-shows are on Saturday mornings. The office adds an extra confirmation message on Friday evening for Saturday appointments. To keep viewings and valuations in separate calendars: Viewings and valuations.
Common issues
Very few Showed. Agents aren't updating the status after appointments.
A calendar is missing. It may have no appointments in the selected range; widen it.
An appointment the assistant booked isn't showing. Make sure the calendar the assistant books into is selected in the filter. See Booking appointments.
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