Revinate Reservation Sales Suite Terms Glossary

Reservation Sales Suite Terms Glossary:

Revinate Term	Definition
A.T.R.	The "All Things Revinate" Manager is the primary user of the Reservation Sales Suite and is the point person representing a client of the Reservation Sales Suite. This is also the primary person that a Customer Success Manager works with.
(Agent Lead ) Booked Lead Compliance Report	This report allows monitoring of compliance metrics for all booked ELM leads, regardless of contact type. Metrics include booked ELM leads without dates, email addresses, reasons for stay or revenue.
Abandoned Call	An abandoned call occurs when a caller is connected to HUB and in turn hangs up before reaching voicemail or an agent. This may also include callers that reach voicemail but do not record a message, depending on the time of day.
Account Bookings (Booking Method) Report	This report measures bookings as a result of the booking method selected on the confirmation screen when booking a lead in ELM.
Advanced Bookings Pace	This report takes a snapshot of bookings made in the previous month for the previous month and future months.
Agent	Agents are Reservation Sales Suite users that take reservation calls through HUB and manage leads through ELM function in the Reservation Sales Suite.
Agent - Administrator Level	This user level access allows the user to edit, create, and alter data inside of the Reservation Sales Suite as well as view all reports including call scoring and marketing reports.
Agent - Agent Level	Middle user level of access that allows the user to view some reports and often times listen to calls and edit ELM forms and other information.
Agent - Guest Level	This web user is able to log into the Reservation Sales Suite with limited options and does not have the ability to edit areas inside of the Reservation Sales Suite.
Agent Lead Conversion	This report tracks revenue and conversion that originated from agent-created leads.
Agent Productivity Report	This report will provide call center metrics for your reservation sales staff. Based on enhanced HUB statuses, this report tells you, by agent, the amount of time he/she was available for calls, unavailable for calls, and occupied.
Assigned Agent	The agent that a lead is assigned to for follow up.
Benchmark Score	A Benchmark score measures the results of a client's effective use of the Reservation Sales Suite System and its Best Practices.
Best Practices Guide	This "Guide to Success" is the result of Michelle Marquis's documented procedures at Mount Bachelor Village Resort as well as putting into writing what years in the vacation rental management and resort markets taught her. The Benchmark, Revinate University, and the bulk of Reservation Sales Suite documentation posted in the Knowledge Base are all based on Revinate Best Practices.
Blocked Phone Number	This feature is an option to block a phone number that is faxing your reservation number, a phone solicitation or a phone scammer.
Booking Method	The method or manner which resulted in an ELM leads becoming booked.
Bookings	This term refers to a booked reservation. A lead with the status of "booked" is also a booking.
Call Compliance Report	This report allows monitoring of compliance metrics for ELM leads as they relate to phone calls. Metrics include lead calls without ELM leads, ELM leads without dates, email addresses or reasons for stay. Additionally, booked calls are monitored for booked ELM leads with revenue.
Call Filter	A call filter is present when a phone call is connected to the Revinate system. This is the menu played when calling a toll free number linked to HUB that prompts the caller to select the appropriate destination/department for the call.

Call Result	A call result is literally the result of a lead or non-lead phone call routed through HUB. The call result is automatically "popped" at the end of the phone call. Also referred to as "Call Disposition".
Call Result - Booked	A lead type call result; this call result is used when the agent has made a reservation and received initial payment for the booking. A booked ELM lead form is required for this call result.
Call Result - Cancelled Reservation	This call result should be used when a guest calls to cancel a reservation. The agent should cancel the new lead form that automatically pops, locate the booked ELM Lead Form associated with this guest, and cancel to negate revenue for that booking.
Call Result - Edit	This call result is automatically selected when a call does not have a call result selected by an agent. This normally occurs when calls go to voicemail.
Call Result - Existing Reservation	This call result should be used when a caller already has a reservation in property management system. This call result does not need an ELM lead form.
Call Result - Group Inquiry	This call result should be used when a guest is looking to make a group reservation for a wedding, family reunion, etc. It is recommended to fill out an ELM lead form if your company is tracking your group reservations through the Reservation Sales Suite.
Call Result - Hot Lead	A lead type call result; use this call result when the caller is someone that you can follow up with or if you have placed dates on a courtesy hold. Fill out an ELM lead form with as much detail as possible for follow up purposes.
Call Result - Misdial	This call result should be used for dropped calls, hang-ups, and wrong numbers. It is not necessary to fill out an ELM lead form.
Call Result - Not Booked	A lead type call result; this call result should be used when a caller is not booking with you and is not someone that you can follow up with. An ELM lead form should be created for this call with a recorded non-booking reason for marketing purposes.
Call Result - Other Inquiry	This call result should be used when the caller is not a potential guest. An example would be a vendor calling for directions to your office. An ELM lead form is not necessary.
Call Result - Owner Inquiry	Use when an owner calls to block time in their property, ask questions, etc. An ELM lead form is not needed.
Call Result - Property Turndown	Use this call result when you are unable to accommodate the caller's request due to a policy (pet, minimum stay, etc.). Fill out a lead form with a status of "Not Booked" and record a non-booking reason.
Call Result - Transfer Call	Use this call result when you transfer a call or send it to voicemail for another agent/personnel. An ELM lead form is not needed.
Call Scoring	This is the process of listening to reservation calls and providing scores based on the seven non-negotiables.
Call Scoring Module	The Reservation Sales Suite tool available from inbound call tracking that allows the A.T.N. to score calls.
Call Tracking - Inbound	The location in the Reservation Sales Suite  where inbound phone calls are tracked. Calls can be sorted and filtered. Calls can be listened to and scored. Voicemails can be reviewed. Also, ELM leads can be created for calls or viewed/edited.
Call Tracking - Outbound	The location in the Reservation Sales Suite where outbound calls are tracked. Calls can be sorted and filtered. ELM leads can be viewed/edited.
Call Volume Analysis	The total number of inbound phone calls over a specified date range. This tool also shows you the HUB abandon rate.

Caller Type	The type of caller for an inbound call. Includes new caller, previous caller, and previous guest. Provided through enhanced call data and optimized by an active interface to a property management system.
Campaign	A campaign is linked to a toll free number to track marketing effectiveness. Various tools exist for campaigns including keyword tracking, costs, categories, URL links, images, and narratives.
Campaign Analysis	A reporting tool that allows you to track your marketing campaign effectiveness based on revenue, call volume and conversion for a specified date range.
Campaign Category	This allows you to categorize your campaigns for reporting purposes.
Connection Status	Connection status tracks the system status of the call after it is delivered to its intended destination.
Connection Status - Abandoned	A call where the caller hangs up prior to being answered by an agent after being delivered to HUB. This status is also used if a caller hangs up in the voicemail prompt.
Connection Status - Answered	A call that has been answered, either through HUB or regular phone (as is the case with HUB  disabled campaigns).
Connection Status - Busy	A call that has been delivered to a destination phone number which gives Revinate a busy signal.
Connection Status - Hang Up	A call where the caller hangs up prior to being delivered to HUB or, in the case of HUB disabled campaign, the hang up occurs prior to the call being answered.
Connection Status - Revinate Answered	A call that was answered by Revinate RezForce.
Connection Status - Voice Mail	This status denotes that a caller left a message through the  Reservation Sales Suite voicemail system.
Conversion Rate (or Close Ratio)	This is the ratio of the number of booked calls divided by the total number of lead calls taken for an agent or for the team.
HUB	An application that organizes incoming calls/chats allowing agents the opportunity to select particular calls/chats from the on-screen queue. These calls/chats are all routed through Revinate and then sent to the agent that selects to take the calls/chats.
HUB Abandoned Rate	HUB abandoned rate is calculated by: abandoned calls divided by HUB presented calls times 100 (abandoned calls/HUB presented calls*100=HUB Abandoned Rate). Where HUB Presented Calls equals HUB answered plus Abandoned calls excluding Non-Res Agent
HUB Hold Time	This is the time period (45 seconds usually) that a caller waits in HUB before the call is routed either to Rezforce, voicemail, or specific DID.
Demographic Profile	A geo-demographic profile that has been associated with the last 4 digits of a caller's zip code. The profile codes are based on the sociological premise that "birds of a feather flock together," and that people with similar demographic traits tend to behave in the same way in the marketplace.
ELM	Enhanced Lead Management
ELM contact type - Agent	An ELM lead that is manually created by an agent.
ELM contact type - Email	An ELM lead that is generated by inbound emails forwarded into ELM or by information posted to a web services interface, like a contact us page form submission.

ELM Lead Form	The primary part of the Revinate Enhanced Lead Management system and is the main component for capturing lead data for marketing, follow-up and yield/policy management.
ELM Lead Response Time	How many hours it took for an agent to respond to an email or RezForce lead. A response is either a reply email or a lead status change.
ELM Lead Status	This is the dynamic status of an ELM lead that denotes where the lead is the lead management process.
ELM Lead Status - Auto Complete	Based on the client configured auto-complete time, this status is automatically changed by the system when an ELM lead has not been followed up on, specifically, an outbound call has not been made, an outbound email has not been sent or a note has not been added to the particular ELM lead.
ELM Lead Status - Booked	A booked ELM lead denotes that the particular lead has been booked. A booked ELM lead requires the correct base rent revenue amount, the confirmation number from the PMS and the booking method that resulted in the booking.
ELM Lead Status - Cancelled	A cancelled ELM lead status is used when a previously saved booked ELM reservation is cancelled. This removes associated revenue from both the agent as well as the marketing campaign.
ELM Lead Status - Complete	Complete is used automatically by the system when another lead is created by a second contact from the same guest via an inbound phone call. Complete may also be used to close the status of a non-reservation ELM lead or a RezForce lead that was not related to a new reservation.
ELM Lead Status - Follow Up	Used when you have placed dates on a courtesy hold or when a lead requires further interaction with the caller to resolve.
ELM Lead Status - In Process	Lead status used to monitor leads that require longer than the normal auto complete time to resolve. Furthermore, the system will never change this to complete either if another inbound call comes in from the same caller.
ELM Lead Status - Not Booked	This lead status is used when the lead is not booking and is not someone you can follow up with.
Email Conversion	This report tracks revenue and conversion that originated from email leads.
Energy Sentinel	A system that allows homeowners/ managers to monitor the temperature of a property off sight through a telephone line. Reporting is visible on the Revinate Client Website and alerts are sent to specified destinations as configured by client.
Enhancement Request	Allows Revinate users to make requests to the Revinate Change Board for feature changes, enhancements, etc.
Executive Summary Report	A high-level overview of key metrics relating to the reservation and marketing departments using data gather by the Reservation Sales Suite. This report is designed to be viewed by upper management and compares last month's data to previous month and previous year.
Housekeeping Management System (HMS)	Enables comprehensive management and real-time awareness of the entire housekeeping process, along with improved tracking of your housekeeping personnel.
IM Log	A log of all internal instant messages made through Revinate HUB.
Image Library	Where images such as; pdf/gif/jpeg are uploaded and stored to be used as attachments in outbound emails from ELM.
Inbound Call	A call placed to a toll free number hosted by Revinate and tracked in a client's Reservation Sales Suite account.

Inbound Call Conversion	This report tracks revenue and conversion that originated from inbound calls.
In-Process Leads Report	This report features a bar graph of ageing follow up and in-process leads. It includes the same information available in our Executive Summary reports which are distributed at the end of the month.
Knowledge Base	A valuable source of Revinate Best Practice related documents, help guides, how to's, white papers, guidelines, etc. located digitally in the Reservation Sales Suite.
KPI (Key Performance Indicator) Report	An accountability report that is produced weekly by All Things Revinate managers submitted to top management so that they can continually monitor weekly metrics important to an organization. These metrics include conversion, lost opportunity, follow-up revenue, abandon rate, scoring, coaching and compliance.
Last Contact (Follow-Up) Agent	The most recent agent to contact a guest through an ELM Lead. Contact can include taking an inbound call, making an outbound phone call, sending an email, taking a chat or adding a note to the ELM Lead and saving it.
Lead Call Rate	This is the ratio of calls designated with a lead call result divided by the total number of calls answered through HUB.
List Source	The source of the data that is grouped when assembling a mailing list.
List Source - Caller Profiles	This list is generated from the caller ID and profile information from inbound calls.
List Source - ELM Leads	This is a list generated from ELM Leads in the Reservation Sales Suite system.
List Source - Guest	This list source is comprised of Property Management System guest data available to Revinate through an interface.
List Source - Owners	This list source is comprised of Property Management System owner data available to Revinate through an interface.
Lost Opportunity	The estimated amount of revenue not realized by a particular agent or reservation team. It is calculated by comparing a conversion metric (goal, average, another agent, or RezForce) to the actual conversion and finding the difference based on call volume and the average stay value.
Loyalty Builder	A service that allows guests to call unlimited long distance from their vacation rental to anywhere in the U.S. and 40+ International Countries (except international cell phones.)
Mailing Lists	A feature in the Reservation Sales Suite that allows the user to download data for a mailing list from different list sources to be used for e-blasts, direct mail, or outbound calling strategies.
Maximum Hold Time	The amount of time a call will hold in HUB before following the maximum hold time routing rules.
Maximum Hold Time Routing Rules	Maximum hold time routing rules will send a call to a destination such as RezForce,Reservation Sales Suite voicemail or a 10-digit phone number.
Message Reviewed	This box is checked after a voicemail has been checked or can be used after someone has reviewed call results for accuracy.
Multi Select Mode	An option used in the Reservation Sales Suite filtering screens allowing you to select multiple criteria within a single (or multiple) search field dropdown.
Reservation Sales Suite	The Revinate Reservation Sales Suite combines innovative technologies and proven Best Practices to help your vacation rental management or resort business be more successful.
Revinate Lead Level	Also known as RezForce call results. These are call results for which the RezForce team selects as dispositions for the calls they answer. These dispositions may differ than the Reservation Sales Suite Call Results.

No Data-Dip Phone Numbers	A configurable option in the Reservation Sales Suite that allows the user to define certain telephone numbers to not display phone number caller data in HUB or ELM. Frequently, a no data-dip phone number will be a local call forwarded phone number.
Non Booking Reasons	A configurable list of reasons for which an agent assigns to not booked ELM leads after an attempt is made to get them to book. These reasons are collected aggregately and are used by management for yield management and making policy decisions. Non Booking Reasons may also be referred to as "Regrets".
Non-Compliant Call	An inbound Reservation Sales Suite call marked with a lead type call result (booked, hot lead, or not booked) that is missing a corresponding ELM lead form.
Non-Compliant Lead	An ELM lead form that is missing required information that includes one or more of the following: dates of stay, reason for stay, email address and revenue on bookings.
Non-Reservation Call Result	Several types of scenarios will produce a Non-Reservation type call result: A call transferred from RezForce to a client's direct number, calls routed through Revinate that are not routed through HUB, afterhours calls that goes through HUB but are not routed to RezForce, afterhours calls for clients that do not subscribe to RezForce, and calls routed through HUB where the caller pressed a non-reservation option.
Revinate University	A feature in the Reservation Sales Suite that allows the user to access eLearning and videos that detail many of the Best Practices for using the Reservation Sales Suite as well as the use of certain  Reservation Sales Suite features and reports.
Originating Agent	The agent that had the first contact with a potential guest through various inbound ELM contact types. This is referenced in an ELM lead form.
Outbound Call	A call placed to a potential guest that is tracked through the Reservation Sales Suite for lead follow-up or outbound calling campaigns. Outbound calls should be made using the Outbound calling feature in ELM.
Outbound Call Conversion	This report tracks revenue and conversion that originated from outbound calls.
Pulse	This software consolidates numerous key business metrics onto one screen and displays that information real time for at-a-glance monitoring of the health of your vacation rental or resort business.
Push2Chat	This is a feature available through Revinate where a link is placed on a client's website that allows the guest to chat with a reservation agent through a Revinate designed instant messaging feature.
Push2Talk	This is a feature available through Revinate where a link is placed on a client's website that allows the guest to instantly talk with a reservation agent. The guest enters their phone number and the Revinate system connects the guest with a HUB user.
Reason for Stay	These are the outlined reasons of why the caller is booking at the property. Examples include golf, family vacation, honeymoon, etc.
Reservation Lead Call	Includes all calls that relate directly to the process of booking a reservation and include hot lead, not booked, and booked call types.
RezForce	Revinate team of vacation planners that can be utilized when your reservations office is closed or for overflow calls. RezForce sends leads to your reservation staff through Reservation Sales Suite leads.
RezForce Lead Analysis	This report includes RezForce conversion as well as how your team converted the leads that were sent to you by RezForce.

RezForce Tracker	This is a communication system between you and the Revinate RezForce staff for reporting changes, discrepancies, cancellations, or longer/shorter stays.
Scoreboard Report	This report provides information that you will want to post on your daily scoreboard. It provides conversion metrics, lead revenue, and compliance information.
Smart Agent Routing	A Reservation Sales Suite feature that allows calls to be routed to the last agent caller spoke with, the highest closer or longest idle agent.
Support Request	A request for technical support that is filled out online through the Reservation Sales Suite.
Support Tracker	This is a communication system for reporting support requests to our technical support team.
RezGuide	The RezForce RezGuide document is used by our RezForce team when they are researching your policies and procedures for booking reservation calls.
RezForce RezGuide Change Request	This change request is submitted for approval to the Revinate RezGuide Specialist and is then updated on the Revinate website.
Unhandled Lead	An ELM lead that has not been changed or saved by a Reservation Sales Suite user. If a Reservation Sales Suite user views a lead but does not save changes then the lead will remain "unhandled".
Unreviewed Call	An unreviewed call is any call that does not have the "message reviewed" box checked.
Web User	A web user can log on to the Revinate website and use the products associated with their user ID.
Webchat Conversion	This report tracks revenue and conversion that originated from Push2Chat.