Use the Portfolio dashboard

The Portfolio dashboard rolls up reporting across the enterprises and brands in a portfolio. Select the portfolio workspace, then open Analytics → Dashboard. The dashboard experience depends on the rollout enabled for your portfolio:

• Portfolio KPIs: the standard view shows Responder metrics, a team KPI summary grouped by enterprise, and Responder charts.
• Enterprise Dashboard: the leadership view adds an executive Responder overview with call flow, performance comparisons, trends, capacity impact, unbooked reasons, and minutes by brand.
• Enterprise Dashboard with product analytics: the expanded leadership view also adds a product rollout tracker, Responder configuration checks, Speed-to-Lead, and Outbound.

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Set the reporting population

The dashboard initially shows the most recent 7-day period and all brands and customer types available to you. Before comparing results:

1. Set the date range.
2. Open Filters and choose the brands to include. Brands are grouped by enterprise; teams connected directly to the portfolio appear under Direct Teams.
3. Select one or more customer types: New, Existing, or Unknown.
4. Choose Apply. Use Reset to restore all available brands and customer types.

On the leadership view, the page title states how many brands and enterprise groups are included. Use Refresh dashboard when you need to reload the current population.

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Read Portfolio KPIs

The standard Portfolio KPIs view presents Responder performance for the selected population. It includes:

• Lead Booking Rate, Adjusted Raw Booking Rate, and Raw Booking Rate
• Avoca Containment Rate, Bookable Opportunities, and Silent/Spam Rate
• Call counts, transfer and containment counts, and total duration
• Team KPI Summary, grouped by enterprise, with per-brand call, booking, rescheduling, transfer, and containment results
• Responder charts for the selected date range and filters

Adjusted Raw Booking Rate uses booked calls divided by true interactions. The standard Portfolio view does not include the leadership call-flow, capacity-impact, minutes-by-brand, or cross-product sections.

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Read the leadership Overview

When the leadership dashboard is enabled, Overview rolls up Responder activity for the selected population. It includes:

• Total calls, true interactions, jobs booked, bookable calls, and Avoca-handled minutes
• Raw Booking Rate, Lead Booking Rate, and Transfer Rate
• A Responder Call Flow that can group calls by requested service or show Contained View and AI Bookable Lead View paths through call handling, lead, transfer, direct-booking, and follow-up-booking outcomes
• Responder Performance comparisons for the portfolio overall, by region, or by brand, including call-volume share, bookable leads, lead booking rate, transfer rate, bookability coverage, diagnostic flags, jobs booked, fully recovered contained lead booking rate, and directly attributable revenue
• Product Activity rollout comparisons when product analytics is enabled
• A day-by-day, week-by-week, or month-by-month Booking Performance Trend for Raw Booking Rate, Adjusted Raw Booking Rate, and Fully Recovered Contained Lead Booking Rate, depending on the selected date range
• # Calls Unbooked Due to Time Concern, a requested-service breakdown, capacity-adjusted booking rate, potential uplift, and the leading classified unbooked reasons, with portfolio, region, and brand views
• Responder minutes by brand
• Agent Best Practices checks when product analytics is enabled

When product analytics is enabled, Product Rollout Tracker reports Responder, Speed-to-Lead, Outbound, Coach, QA, and Direct Mail. The Overall and By Region views count brands marked live; By Brand shows Live, Configured, or Not Live, plus the official go-live date when available. When no go-live date exists, the row can show the first observed activity date instead. Unavailable means rollout evidence was not returned for that product and brand, not that the product is off. Agent Best Practices compares canonical Responder configuration checks across the selected brands. Use Overall, By Region, and By Brand to change the aggregation. The current checks can include human callbacks, Dropped Responder, first- and second-line disclosure, and priority overbooking. Enabled or Yes values appear in green; disabled or No values appear in red. Disclosure in First or Second Line? reports whether either of the first two spoken lines identifies the assistant as AI, automated, digital, or virtual. A dash means the check is unavailable for that brand; it is not a failed check.

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Read the Responder Call Flow

Use the tabs above the Sankey diagram to change how the selected call population is organized:

• Requested Service groups the call-collected serviceType into Sales & Estimates, Repair & Diagnostics, Maintenance & Inspections, General Service, Appointment & Account, Other Requests, or No Service Type Captured, then separates each group into Booked, Unbooked, and Not Bookable / Unknown. These are requested-service categories, not CRM job types.
• Call Outcome opens the existing call-outcome flow. Its view toggle changes between Contained View and AI Bookable Lead View.

Within Call Outcome:

• Contained View first groups call-flow paths with no transfer under Contained and every transferred call under Transferred, including calls that booked and also transferred. Each branch then separates AI-bookable leads from calls that were not AI-bookable and shows the applicable booking outcome.
• AI Bookable Lead View first separates AI-bookable leads from calls that were not AI-bookable. Use it to compare booking outcomes across AI-bookable demand whether Avoca contained or transferred the call.

In either view, Non-Actionable includes silent, spam, and excused calls. For contained leads, Booked as Follow-up represents a later booking identified by available recovery data; Not Booked is the remaining contained, unbooked population. Transferred lead outcomes appear separately as Transferred Booked and Transferred Unbooked. The Sankey’s Contained branch is visualization-specific. The broader Contained Calls metric elsewhere in Analytics also includes calls that booked before a later transfer, so do not compare that metric directly with the Sankey branch count.

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Keep the Responder populations distinct

The capacity-adjusted rate is a scenario for isolating appointment-time losses, not a forecast that every removed call would have booked. The Unbooked Call Time Concern Breakdown uses the same requested-service categories as the Sankey and shows each category’s share and count within time-concern calls. The categories add to 100% of the classified breakdown. No Service Type Captured means the call did not record a serviceType; it is not a CRM job-type value. Responder Performance can flag Transfer-first when at least half of calls transferred, Low lead volume when there are fewer than 30 bookable leads, and Low classification coverage when more than 15% of calls lack a bookability value. Treat these as data-quality or volatility warnings, not performance verdicts. Directly attributable revenue includes completed ServiceTitan jobs linked to Avoca bookings. Unavailable means the selected brands do not have complete revenue or recovery enrichment for that metric; do not substitute a zero.

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Compare Speed-to-Lead

When product analytics is enabled for the leadership dashboard, open Speed-to-Lead to review:

• Total leads, jobs booked, and overall conversion
• Leads called and call pickup rate
• Leads texted and text reply rate
• Performance for the portfolio overall, by enterprise, or by brand
• Call and text engagement side by side
• Speed-to-Lead Performance by Lead Source, including total leads, campaigns launched, jobs booked, booked-job revenue, overall conversion, and text reply rate

Overall conversion is booked jobs divided by total leads. Call pickup rate is picked-up calls divided by leads called. Keep those denominators aligned when comparing this rollup with an individual brand. If no eligible Speed-to-Lead data exists for the selected portfolio population, the tab shows that data is unavailable. Use Export CSV in the lead-source section when you need the source-level rows. A source can be a native channel or a mapped lead source. If the page says that one or more brands could not be loaded, the source table and its totals are incomplete for the selected portfolio.

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Compare Outbound

When product analytics is enabled for the leadership dashboard, open Outbound to review:

• Campaign audience, jobs booked, and booking rate
• Calls placed and texts sent
• Text conversations, replies, and response rate
• Performance for the portfolio overall, by enterprise, or by brand
• The relative mix of audience, call, text, and booking activity

Outbound booking rate is booked jobs divided by audience members. Text response rate is replies divided by text conversations. The completed in the last 24 hours details on the call and text cards use that stated 24-hour window; do not treat them as totals for a longer selected date range. If no eligible Outbound data exists for the selected portfolio population, the tab shows that data is unavailable.

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Export the dashboard

Select Export dashboard, choose Last 3 months, Last 6 months, Last 12 months, or Last 24 months, and then select Export. The XLSX export uses the currently selected brands and customer types.

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Troubleshoot missing or unexpected results

1. Confirm that you selected the intended portfolio workspace.
2. Confirm that your membership has View KPIs and includes the expected enterprise or brand scope.
3. Open Filters and restore the expected brands and customer types.
4. Confirm the date range and refresh the dashboard.
5. If leadership sections or product tabs are absent but Responder results load, contact Avoca Support to confirm which Portfolio dashboard rollout is enabled for your organization.
6. Treat No activity as no recorded usage in the selected population, not proof that a product is disabled.
7. If an enabled product tab says data is unavailable, verify that included brands recorded eligible activity during the selected period.
8. When contacting Support, include the portfolio, date range, brand and customer-type filters, metric name, dashboard title, visible tabs, and whether you used the page or an export.