What Miles Reports: Dealership BDC Metrics Explained
· Relay BDC team
Performance overview
The Performance page covers a date range you choose (the last 30 days by default) and compares each figure with the period of the same length before it.
- Leads
- Leads created in the period.
- Conversations
- Conversations started in the period, on any channel.
- Appointments
- Appointments created in the period, by Miles or your team.
- Show rate
- Of the appointments scheduled in the period that have an outcome, the share that showed: showed ÷ (showed + no-shows).
- Conversion
- Leads created in the period that are now marked sold, as a share of all leads created in the period.
- Average response
- Average time from a lead arriving to the first reply it gets from Miles or your team.
What Miles did
- Conversations handled
- Conversations Miles sent at least one message in, out of all conversations in the period, including ones it later handed to your team.
- Messages sent
- Messages Miles sent in the period.
- Appointments booked
- Appointments Miles booked itself.
- Escalations
- Conversations Miles handled that were then handed to your team. The escalation rate is escalations ÷ conversations handled, and it's the same on every page.
The lead funnel
The funnel follows the leads created in the period and counts each one at every stage it has reached: arrived, first replied to, engaged (wrote back after that first reply), hot, qualified, appointment set, confirmed, showed and sold. Click a stage to see the leads in it and open their conversations.
The Only leads Miles handled switch narrows the funnel to leads with a conversation Miles took part in, so you can compare Miles' leads with the rest.
On the dashboard
- First response (30 days)
- Average time from a customer's first message in a conversation to the first reply from Miles or your team, over the last 30 days.
- Appointments today
- Appointments scheduled for today in your time zone, not counting cancellations and no-shows.
- Miles, last 7 days
- Conversations Miles replied in, appointments it booked, and how many it handed to your team.
What isn't reported yet
- Cost per appointment. Estimate it with the missed-lead calculator.
- An opt-out rate for texts and email. Opt-outs are honoured and recorded on each lead, but not reported as a rate.
Frequently asked questions
- Does a conversation Miles handed off still count as handled by Miles?
- Yes. A conversation counts as handled by Miles once Miles has sent a message in it, including when it later hands the conversation to your team. Those handoffs are what the escalation rate measures.
- Does Relay BDC report cost per appointment?
- Not yet. Use the missed-lead calculator to estimate it from your own spend and appointment numbers.
- Why is my revenue report empty?
- Revenue reports fill in when sale amounts are sent to Relay BDC from your systems. Leads marked sold still count in the funnel and conversion rate without them.