Advanced Reporting Insights metrics for Multifamily admins

With Activate Multifamily, there are multiple in-depth reports that can be pulled by Property Admins, from Adoption to Work Orders. In this article, you will learn how to understand the metrics being pulled by the platform. 

Note: To view the Insights Reports, ensure you are using the Google Chrome Browser as well as allowing third-party cookies.

To learn more about filtering reports, please view our Insight Reports article. 

On this page

• Adoption
• App Engagement
• Content Interaction
• Visitor Management
• Amenities and Reservations
• Work Order Summary
• Work Order Billing
• Package Management
• Perks
• Occupancy

Adoption Insights

Understand your property’s population funnel, adoption metrics, usage trends over time and sign-ins by tenant. This report can be filtered by: Property, Tenant, and Date.

• Population: This chart breaks down the Building Population, Registered Population, Signed In Users, and Monthly Active Users.
  • Building Population: This is an estimate based off of square footage. If you have a population estimate for your building, please contact your Account Manager so they may add the population data to your report. 
  • Registered Population: How many occupants have a Multifamily account for the property.
  • Signed In Users: Shows the number of occupants who have ever logged into their VTS Multifamily account. 
  • Monthly Active Users: How many occupants are active on their Multifamily account on a monthly basis.
• Metrics: 
  • Registered / Building Population: Percentage of users that are registered out of the Building Population.
  • Signed In Users / Building Population: Percentage of users that are signed in to their Multifamily portal out of the Building Population.
• Signed In Users / Registered Population: Percentage of users that are signed in to their VTS Multifamily account out of those registered for an account.
  • MAU / Signed In Users: Percentage of Monthly Active Users (MAU) out of those that are signed in to their Multifamily account. 
  • Signed In / Total Tenants (Units): The number of tenants that have at least one signed in user over the total number of tenants at the property. 
• Percentages v Registered Population: This graph shows the trend of signed in users / building populations, signed in users / registered population, and the registered population over time. This is useful to track how your adoption has changed over time, as well as the total number of users being registered at a property. 
• Signed In v Monthly Active Users: This graph shows Signed In Users and Monthly Active Users to give insight to usage trends over time.
• Not Signed In Users - Days since Welcome Email: Shows how many users have yet to sign in based on when they were last sent the welcome email.
• Not Signed In Users - Days since Created: This shows how many users have not yet logged into Multifamily based on how long ago they were created in the platform. 

App Engagement Insights

The App Engagement Insights dashboard allow you to see the number of screen views and engagement time for the App, based upon the areas of access, operations, and engagement. 

• Average monthly App users: Number of mobile users who have logged into the app in the last 28 days. The graph indicates monthly app users, daily app users, and total engagement time in minutes. 
• Total Screen Views (Access): Indicates the number of views in the last 30 days across the Mobile Access, Visitor Management, Door Access, and QR code pages. The accompanying graph indicates the total time spent on each in minutes. 
• Total Screen Views (Operations): Indicates the number of views in the last 30 days across the Work Order, Packages, Amenity, Payment, Assignment, and Transportation pages. The accompanying graphic indicates the total spent on each in minutes. 
• Total Screen Views (Engagement): Indicates the number of views in the last 30 days across the home page, Features, Notifications, Perks, Newsfeed, Discover, Events, Marketplace, Messaging, Forms, and Polls pages. 

Content Interactions Insights

Viewing the Content Interactions Insights dashboard will provide you with visibility into your news posts, events, and polls activity and engagement. 

• News, Events, and Polls Enablement per property: Indicates whether or not Newsfeed, events, and polls are enabled at a certain property/admin account. 
• News Engagement Activity: Shows the number of newsfeed posts made and how tenants engaged with your newsfeed posts, including a summary, performance over time, and top performing posts. 
• Events Engagement Activity: Shows you the number of events made and how many tenants engaged with your events posts, including a summary, performance over time, and top performing events. 
• Polls Engagement Activity: Show you the number of polls created and how tenants engaged with your polls, including a summary, performance over time, and top performing polls. 
  • Poll Response %: Total number of poll responses for a poll / total number of people eligible to answer the poll. 
    • The denominator is either:
      • The number of people the poll is targeted at if this was set up by the property
      • The total number of signed in users at that point in time that could have answered the poll. 

Visitor Management Insights

The Visitor Management Insights dashboard will provide you with visibility into visitor trends at your property to include visitors coming, the time and day of the week they are visiting, and what tenants they are visiting. Additionally, you can see what type of visitor passes are being created and which tenants are creating the most visitor passes. 

• Visitors YTD/in Date Range: The number of unique visitors (on a day) that have come to the property (Example: Visitor scans in three times at your property in one day, the visitor will only count as as one visitor).
• Visitor Passes Created YTD/in Date Range: The number of visitor passes created (Note: These are passes created, not passes used at the property). 
• Visitors Over Time: See the number of unique visitors that are coming to the property. This can help you understand the trend of visitors who are coming to your property. 
• Visitors by Tenant: Allows you to see the number of visitors each tenant is receiving. You can use this to help you understand which tenants are getting the most visitors and using Visitor Passes at the property. 
• Visitors Arrival by Day of Week: This will let you see which days of the week are the most popular for visitors to come to the property. This will give you a further understanding of when most people are coming to your property. 
• Hour of Visitor Scans: What time of the day visitors are accessing the property. This can help you make decisions around staffing your front desk / lobby. 
• Visitor Pass Types Created: Shows the number of different types of visitor passes being created at the property. 
• Passes Start Today / Passes Start Next 7 Days: Counts the number of passes that have a "start at" date in the next day and in the next 7 days. This only counts the daily and specific date visitor passes. 
• Visitor Passes by Tenant: Allows you to see how many visitor passes are being created be a tenant. 

Amenities & Reservations Insights

The Amenities & Reservation Insights report allows properties visibility into usage trends for amenities, tenant utilization, billables generated, and staffing efficiency to make impactful decisions. This report can be filtered by: Property, Tenant, Amenity, Reservation Start At Date, and Granularity of Graphs.

• # of Reservable Amenities: Number of amenity spaces at the property that are able to be reserved.
• # of View Only Amenities: Number of amenity spaces at the property that are not reservable.
• # of Reservations YTD: Number of reservations that have been made in the calendar year to date.
• Total Billables Year to Date: Amount of billables made in the calendar year to date from reservations.
• # of Reservations in Date Range: Number of Reservations made in the designated date range from the filter options.
• Total Billables in Date Range: Amount of billables made in the designated date range from the filter options.
• Confirmed Reservations and Billables Over Time: View the number of reservations and billables over time to see growth or declining usage.
• Confirmed Reservations and Billables by Tenant: See which tenants, or units, are making the most reservations and generating the most billables.
• Confirmed Reservations by Amenity Over Time: View the number of reservations by amenity to see growth or declining usage over time.
• Top Amenities by Confirmed Reservations: See your top amenities by number of reservations, billables, the average reserved hours of a reservation, and total reserved hours.
• Most Popular Reservation Hour Start: See the most popular reservation start time of the day for your amenities.
• All Reservation Requests by Status: View all reservation requests by amenity to see if any have a higher number of cancellations, confirmations, or rejections.
• Hours to Accept/Reject: See your staff efficiency on who is approving/rejecting the most reservation requests, and how long on average it takes to accept or reject.

Work Order Insights

The Work Order Insights Report will provide you with visibility into trends of work order creation/completion, staffing efficiency to start and complete work orders, and which tenants are creating work orders. 

• Work Order Created / Completed: Shows the number of work orders created and completed in the time frame. With this data, you can track if there has been a large increase in work orders being created and track to see if work orders are being completed at the same rate. 
• Average Hours to Start: Shows the number of hours between when a work order is created and when staff begin working on the request. With this data, you can see if it is taking your staff longer to start work orders. If there is an increase in this time, it might indicate that you need more staff to get work orders started more quickly. 
• Average Hours to Complete: Show the number of hours between when a work order is created and when the work is completed. This allows you to see if it is taking longer to complete work orders at your property. If you see an increase in this time, it might signal that work orders are not being finished efficiently. 
• Hours to Start and Hours to Complete Over Time: This is a trend graph to see how these two metrics are changing over the month. This gives you an understanding on if your staff are doing better at starting the work orders quickly and if your staff are completing the work order in an appropriate time frame. 
• Tenant Work Order: Allows you to view which of your tenants are creating the most amount of work orders, how long it takes (on average) to complete a work order for that tenant, and the rating that the tenant gives. With this data, you can see what tenants might be having the most issues with at your property and how they are rating their experience with work orders. 
• Work Orders Completed with Ratings: This shows the number of work orders that were completed that have received a rating. 
• Rating Average: Shows the average of the ratings given by tenants. 

Work Order Billing

The Work Order Billing Insights dashboard will provide you with visibility into trends of work order creation/completion, revenue, and top billable problems and tenants. 

Note the difference between complete and closed:

• When a Work Order is marked as completed, the staff or admin still has the ability to make modifications, such as adding material or labor. 
• When a Work Order is marked as closed, no further modifications can be made.

• Total Billables TTM: Indicates the sum of amount due, and the total number of billable work orders over trailing twelve months (TTM).
• $ in Completed / Closed: 
• Created / Started / Completed / Closed WOs: Indicates the number of work orders in each status as a percentage of overall created work orders. 
• Trailing 12 months Billable WOs: This graph shows the last twelve months of work orders comparing the total work order cost per month against the average work order cost that month. 
• % of Billable WOs: Indicates the number of billable work orders out of all work orders done as a percentage. 
• Top 10 Problems by Total Billable: This graph displays the top ten work order types ranked by total billable due. The dot indicates the total number of work orders completed in that category. 
• Top 10 Tenants by Total Billable: This graph indicates the top ten tenants (labeled by either Unit/Suite number or tenant name), ranked by sum of billable work orders. The dot indicates the number of work orders completed for each tenant. 
• Staff WO Completion TTM: This graph indicates staff work order performance, including their total number of completed work orders, total number of reopened work orders, average number of hours to complete each work order, their total sum of billable work orders, and their average sum of billable work orders.  

Package Management

The Package Management Insights dashboard will provide you with data on how many, how often, and when your building tenants are receiving packages. 

• Month/Quarter/Year to Date: Indicates the total number of packages received in each unit of time, with a +/- indicator on the change from the previous month/quarter/year. 
• All Time: Indicates the total number of packages received from when tracking began. 
• Package by carrier: Indicates the total number of packages delivered by merchant/delivery service. 
• Packages by hour of day: This graph indicates how many packages are received per hour of the day. 
• Packages by month: This graph indicates how many packages are received in each month for the past 6 months. 
• Packages by tenant: This graph indicates how many packages are recieved by each tenant, including the tenant name, unit number, and total number of packages. 

Perks Management

The Perks Insights dashboard will provide you with visibility into your Perk vendor

performance as measured by clicks over time.  

• Perks summary: Indicates the number of Perk categories, the total number of perks, and the total number of clicks across all perks. 
• Perks click history: This graph shows the total number of clicks on all perks for the past 6 weeks. 
• List of Perks: This table displays all of your Perks, including their categories and total number of views. The table is automatically sorted to show your highest performing Perks. 

Occupancy Insights

The Occupancy Insights dashboard will provide you with visibility into the occupancy rates of your building over time, including week over week and changes by month. 

• MoM Occupancy Change: This KPI indicates the percentage change in the number of distinct Multifamily daily users physically in the building from the previous month. 
• Occupancy Week over Week: This graph indicates the number of distinct Multifamily users physically in the building each week over the previous year. 
• Occupancy by Data Type Week over Week: This graph compares the numbers of distinct users by Access log, Beacon, Reservations, and Visitor Management (how each user entered the building)
• Occupancy Rolling 4 Week average: This graph indicates the rolling average of distinct users physically in the building over the past four rolling weeks. 
• Occupancy % Change Week over Week: This graph indicates the up/down percentage change of users physically in the building week over week over the previous year. 
• Occupants % Change by Tenant Month over Month: This table displays the physical occupancy by tenant each month, with columns indicating +/- percentage change from each previous month.