Data & Insights
Reporting & Analytics
Every call, message, lead, and booking generates data. SendSquared turns that data into actionable reports: executive summaries, agent productivity, lead compliance, call abandonment, survey scores, email campaign revenue, and more. Scheduled, exportable, and built for hospitality operators who need answers, not dashboards.
Executive Summary
A single report that tells the full story. Historical revenue with 12-month trends, advanced booking pace for future arrivals, contact center call volume with year-over-year comparison, reservation-to-lead conversion rates, inbound voice conversion rates, call center abandonment (gross and net), top lead sources by revenue, agent performance rankings, top performers, and closed leads by month, all in one view.
- 12-month historical revenue with bookings, ADR, and average stay length
- Advanced booking pace showing future arrival revenue by month
- Call center abandonment rates with gross and net calculations
- Top lead sources ranked by revenue with conversion rates
Agent Productivity
Know exactly how your team spends their time. Agent productivity reports break down every minute by status (active, on-call, wrapup, break, errored, no-answer) with duration and percentage for each. Live and historical views let managers monitor real-time performance alongside trends over time. Dynamic columns adapt to your company's configured agent statuses.
- Time-in-status breakdown with duration and percentage per agent
- Live real-time view alongside historical trend reporting
- Dynamic columns that match your configured agent statuses
- Identify bottlenecks in wrapup, break, and no-answer patterns
Lead Compliance
Hold your team accountable to lead data standards. The lead compliance report flags missing data by agent, including past follow-ups, missing email or mobile, missing opt-in, missing lead source, missing lost reason, won leads without a reservation, missing estimated value, and OTA emails. Spot gaps in data hygiene before they impact reporting and automation accuracy.
- Per-agent compliance scoring across all required lead fields
- Flag missing follow-ups, contact info, opt-ins, and sources
- Identify won leads without linked reservations
- Drive data quality that powers accurate automations and reporting
Call Abandonment
Understand when and why callers hang up. The executive summary includes both gross and net abandonment rates. Net excludes calls under 60 seconds to filter out misdials. Track abandonment month-over-month with year-over-year comparison, total queue calls versus answered, and queue hangup counts. Correlate abandonment spikes with staffing gaps to make scheduling decisions backed by data.
- Gross and net abandonment rates with configurable thresholds
- Month-over-month and year-over-year trend comparison
- Queue calls, queue answered, and queue hangup breakdowns
- Correlate abandonment patterns with staffing and call plans
Call Volume Reports
Three levels of call volume analysis: totals, by day, and by hour. Track inbound, outbound, queue calls, answered rates, failed calls, voicemails, transfers, average answer time, and handle time. Filter by brand for multi-brand operations. By-day reports show trends over weeks and months. By-hour reports pinpoint your busiest call windows for workforce optimization.
- Total, daily, and hourly call volume with answer rates
- Inbound, outbound, queue, voicemail, and transfer breakdowns
- Average answer time and handle time tracking
- Brand-level filtering for multi-brand operations
Call Volume by Agent
See exactly how calls distribute across your team. Per-agent totals for inbound, outbound, queue calls, answered calls, hangups, voicemails, transfers, answer time, and handle time. Compare agents side-by-side to identify top performers, spot agents who need coaching, and balance workload across the team.
- Per-agent call volume with inbound, outbound, and queue splits
- Answer time and handle time comparison across agents
- Queue answered and hangup rates per agent
- Transfer and voicemail counts for workload analysis
Agent Booked Revenue
The metric that matters most: how much revenue each agent generates. Track total booked value and booking count per agent. Connect the dots from phone call to confirmed reservation and see which agents are driving your business. This report turns call center cost into a measurable revenue center.
- Total booked revenue attributed to each agent
- Booking count per agent for conversion tracking
- Direct connection from call activity to PMS reservations
- Turn your call center from a cost center into a revenue engine
Lead Revenue & Source Analytics
Two reports that answer where your best leads come from and who converts them. Lead Revenue breaks down by agent: total leads, open, closed, close time, won percentage, won value, lost percentage, lost value, and average time to win. Lead Revenue Source does the same by lead source and source detail, giving you ROI visibility into every marketing channel.
- Per-agent lead conversion with won/lost value and close time
- Source-level attribution with conversion rate and revenue
- Source detail drill-down for campaign-level analytics
- Won vs lost percentage and value comparison across channels
Lead Lost Reason Report
When leads don't convert, understand why. This report aggregates lost reason data by status, reason, and agent, showing total lead value lost and count. Identify recurring patterns like price sensitivity, date availability, or competitor wins. Use lost reason data to inform pricing strategy, inventory management, and competitive positioning across your portfolio.
- Lost reasons aggregated by status, reason, and agent
- Total value and count of leads lost per reason
- Pattern identification for pricing, availability, and competition
- Actionable insights to reduce lost lead rates over time
Inbound Call Source Totals
Map every inbound phone number to its marketing impact. Track calls per number, lead calls versus non-lead calls, leads generated, leads won and lost, number of reservations, reservation revenue, room revenue, and average call duration. Know exactly which phone numbers, and the campaigns behind them, are driving real bookings.
- Per-number call volume with lead and non-lead breakdown
- Leads generated, won, and lost by phone number
- Reservation count and revenue attributed to each number
- Average call duration for quality and intent analysis
SMS & Email Response Duration
Measure how fast your team responds. Response duration reports track average response time by agent for SMS, email, and Airbnb messages, with separate business-hours calculations that filter out overnight periods. Total response count and business-hours response count give managers a fair view of agent speed when it actually matters.
- Average response time by agent across SMS, email, and Airbnb
- Business hours vs all-hours response time comparison
- Total response count per agent for volume context
- Configurable business hours window for fair measurement
Email Campaign Revenue & Overview
Two reports that measure email campaign effectiveness. Campaign Revenue tracks individual reservations attributed to campaigns, including reservation number, campaign, arrival, departure, open and click rates, and soft-associated revenue. Campaign Overview provides high-level metrics like sends, deliveries, opens, clicks, bounces, unsubscribes, and complaints, with grouping by month, week, or day of week.
- Revenue attribution from email campaigns to PMS reservations
- Open, click, bounce, unsubscribe, and complaint rate tracking
- Group campaign performance by month, week, or day of week
- Room revenue, extra revenue, and total value per campaign
Survey Reports
Measure guest satisfaction with data, not gut feeling. Survey reports show individual responses with NPS scores and completion status. Z-score analysis identifies statistically significant trends in survey question responses, surfacing which properties, agents, or experiences consistently score above or below the norm. Agent alerts fire when scores drop.
- NPS scoring with response-level detail and completion tracking
- Z-score statistical analysis across survey questions
- Identify statistically significant trends by property or agent
- Agent alerts triggered by low satisfaction scores
Daily Snapshot
Start every morning with the full picture. The daily snapshot compares today's bookings, paid bookings, cancellations, total rent, taxes, and revenue against yesterday, last week, this month, last month, same period last year, this quarter, and last quarter. Seventeen comparison time windows show whether you're pacing ahead or behind across every dimension.
- All bookings, paid bookings, cancellations, rent, and tax totals
- 17 comparison periods from today through year-over-year quarterly
- Same-period-last-year benchmarking for seasonal businesses
- Automated delivery for daily executive briefings
Owner Reservation Pacing
Keep property owners informed with pacing data that speaks for itself. Per-owner, per-unit reports show monthly bookings, booking window, total revenue, room revenue, extra revenue, average daily rate, and average stay length. Pacing reports can be emailed directly to owners, giving them performance transparency that drives retention without manual spreadsheet work.
- Per-owner, per-unit monthly pacing with revenue breakdowns
- Booking window, ADR, and average stay length metrics
- Email pacing reports directly to property owners
- Performance transparency that strengthens owner relationships
Automation & IVR Analytics
Measure what your automations and call flows are doing. Automation count reports track workflow sends, deliveries, opens, and clicks over time. IVR menu press reports show which digits callers press and how often, giving you the data to optimize menu structures, eliminate dead-end options, and route calls more efficiently.
- Workflow activity tracking with sends, opens, and clicks
- IVR menu press analytics by digit, option name, and count
- Optimize call routing based on actual caller behavior
- Time-series automation data for trend analysis
Cart Abandonment & Recovery
Track and recover lost booking revenue. The cart abandonment dashboard shows abandoned carts, recovered orders, conversion rates, and recovered revenue across email and SMS recovery channels. Monitor email engagement (open rates, click-through rates, unsubscribe rates) and measure browse abandonment recovery alongside cart recovery for a complete picture of revenue recapture.
- Abandoned cart and recovered order tracking with conversion rates
- Recovered revenue across email and SMS channels
- Browse abandonment recovery separate from cart recovery
- Projected 12-month revenue based on current recovery trends
Scheduled Reports & Export
Reports run on your schedule, not just on demand. Configure any report to run daily, weekly, or monthly and deliver results to your inbox. Every report supports date range filtering, agent filtering, and export for offline analysis. Role-based permissions control who sees what: agents see their own data, managers see the team, and executives see the business.
- Schedule any report for daily, weekly, or monthly delivery
- Date range, agent, and brand filtering across all reports
- Export for offline analysis and stakeholder presentations
- Role-based access control from agent to executive level
Testimonials
What Our Clients Say
“I can definitely attribute a good number of reservations to SendSquared. Between the easy follow-up communication within the system and the CRM pulling up information as a call comes in, our reservations team is being more intentional on their calls, resulting in better conversions.”
Brock Reich
Chief Operating Officer, Orlando Resorts Rental
“My experience with SendSquared has been eye opening. To be honest I didn't think something this good existed. Having all emails, texts, calls, web chat and marketing in one place has given my company and team a huge advantage. SendSquared has saved us both time and money which are very important factors to my small business of 50 luxury homes. The company is amazing to work with and extremely helpful whenever it was needed.”
Jessica Goree
Chief Operations Officer, Beach Reunion
“SendSquared is a game-changer for our resort operation. Its ability to integrate with our reservation software, providing real-time reservation information during phone calls, allows us the opportunity to build off of the rapport we've already created with our repeat guests. We're answering phone calls asking our guests how their kid's baseball season went, instead of asking for their names.”
Tim Oxborough
Reservation Manager, Sugar Lake Lodge
“We manage over 300 properties and SendSquared has been instrumental in streamlining operations. Consolidating all communications into one platform while maintaining personalized guest experiences has been transformative for our team.”
Shawn Montgomery
Director of IT, Collins Vacation Rentals
“SendSquared is an indispensable tool for us! One of their significant standout attributes is its ability to centralize communication channels, offering a one-stop solution for managing various modes of interaction. This consolidation streamlines our workflows, enhancing our efficiency and productivity. What's better is their customer support elevates the user experience. Their responsive team is always ready to assist, going above and beyond to ensure seamless integration and utilization.”
Fred Cercena
CEO & Founder, GetAway Vacations
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