ⓘ Click a date to set start, click another to set end
#StoreCallVolumeIntro Booking ⓘIntro Booking (C/T)C = Completed (intro booked). T = Total intro inquiry calls.(C / T)Membership ⓘMembership (C/T)C = Completed (membership sold). T = Total membership inquiry calls.(C / T)Cancel Save ⓘCancel Save (S/T)S = Saved. T = Total cancel risk calls.(S / T)TeamProductivity ⓘTeam ProductivityConversion rate across revenue-impacting calls.(Intro C + Membership C + Save S) / (Intro T + Membership T + Cancel T) × 100
6Queens19 ↑27%5 ↑38%22$4,500 ↑30%44%MTD pace ahead, momentum from new hire continues
7Bronx10 ↓15%1 —11$1,750 ↓10%31%MTD slightly behind, monitor for intervention by mid-month
8Staten Island6 —1 —11$1,300 —33%MTD on prior month pace, stable
—Total109 ↑8%30 ↓5%1914 ↑12%$23,150 ↑8%33%5 stores ahead, 1 flat, 2 behind — net MTD pace ↑8% vs same period last month. Westside / Midtown represent the biggest risk to monthly target; Queens / Totowa are pacing above target.
Dashboard
Last Updated: May 27, 2026, 02:22 AM
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Trend: WoWWeek Before (May 4 – 10)
Periods
Relative
May 2026
ⓘ Click a date to set start, click another to set end
AI Summary: Cancel ↑40% (Schedule conflict is main driver, save rate 20%). Billing complaints ↑20%. Impacted Revenue $3,362 ↑11%.
Activity
Call Volume
87 ↑ 5%
35 out · 52 in
Task Volume
23 ↑ 10%
5 open · 18 closed
Call Outcomes
Intro BookingⓘIntro Booking (C/T)C = Completed (intro booked). T = Total intro inquiry calls.
14 / 87 ↑ 12%
16% conversion
MembershipⓘMembership (C/T)C = Completed (membership sold). T = Total membership inquiry calls.
5 / 45 ↑ 8%
11% conversion
CancellationⓘCancellation (S/T)S = Saved. T = Total cancel risk calls.
6 / 8 ↓ 20%
75% save rate
ComplaintⓘComplaint (R/T)R = Resolved. T = Total complaint calls.
2 / 4 ↓ 8%
50% resolve rate
Productivity
Team ProductivityⓘTeam ProductivityConversion rate across revenue-impacting calls.(Intro C + Membership C + Save S) / (Intro T + Membership T + Cancel T) × 100
Lead asked about personal training pricing twice — Garza deflected both times instead of looping in the PT manager. Lead dropped off without a follow-up booked.
Steven called to cancel due to LA relocation. Nadia offered freeze; Steven declined. Went to confirmation without "is the move permanent?" probe.
01:08
Nadia
"I'm sorry to hear that. Just so you know, we can freeze your membership instead — no fee — if you want to keep your spot."
01:14
Steven (customer)
"Yeah, no, I'm moving to LA, so I'll just cancel."
⚑ Missed probe — did not ask whether the move is permanent or temporary. Could have offered indefinite freeze + locker storage here. Save technique #2 this month at Westside.
01:25
Nadia
"Got it. I'll walk you through the 30-day cancellation — your last billing will be on June 17."
01:38
Steven (customer)
"Okay. Yeah, that works."
⚑ Missed offer — "your spot will be here when you're back" framing skipped. Steven had not yet committed; opportunity to pivot to freeze.
02:05
Nadia
"All set. You'll get a confirmation email. We'll miss having you here."
Trend: WoW
Pipeline Leakage · Breakdown
Daily Reports
7 reports
Period
Calls
Booked
Revenue
May 11Mon · 2026
32
16%
$520
View →
May 10Sun · 2026
7
14%
$180
View →
May 9Sat · 2026
24
17%
$410
View →
May 8Fri · 2026
28
15%
$480
View →
May 7Thu · 2026
22
13%
$360
View →
May 6Wed · 2026
26
15%
$430
View →
May 5Tue · 2026
30
17%
$510
View →
Weekly Reports
5 reports
Period
Calls
Booked
Revenue
May 5 – May 112026
214
15%
$3.4k
View →
Apr 28 – May 42026
198
14%
$3.1k
View →
Apr 21 – Apr 272026
205
13%
$2.9k
View →
Apr 14 – Apr 202026
221
16%
$3.6k
View →
Apr 7 – Apr 132026
187
12%
$2.7k
View →
Monthly Reports
4 reports
Period
Calls
Booked
Revenue
April 2026Apr 1 – 30
826
14%
$13.2k
View →
March 2026Mar 1 – 31
792
14%
$16.7k
View →
February 2026Feb 1 – 28
743
13%
$12.1k
View →
January 2026Jan 1 – 31
705
12%
$11.4k
View →
Quarterly Reports
3 reports
Period
Calls
Booked
Revenue
Q1 2026Jan – Mar
2,240
13%
$40.2k
View →
Q4 2025Oct – Dec
2,180
13%
$38.6k
View →
Q3 2025Jul – Sep
2,015
12%
$35.1k
View →
Daily Digest
Yesterday · May 10
Yesterday's summary: Low call volume (7 vs daily avg 18) — 2 staff out sick. 3 tasks overdue need attention this morning.
Productivity % = (Intro Booking Calls + Memberships Sold Calls + Cancel Saved) ÷ Total Calls
Cancellation Call Reasons
Last Week · May 4 – 10
Where we're bleeding: Schedule conflict is the #1 cancel reason (5 calls) and we save only 20% — fix the scheduling-objection script. Price objections we handle well (67% saved). Moved-away (0%) is uncontrollable — don't over-invest there.
Cancellation Reason
Cancel Calls
Saved
Save Rate
Schedule conflict
5
1
20%
Price
3
2
67%
Moved away
2
0
— uncontrollable
Unhappy with staff / service
2
1
50%
Injury / health
1
1
100%
Unclear / multi-reason
1
0
—
Total
14
5
36%
Complaint Call Reasons
Last Week · May 4 – 10
Where trust is slipping: Billing disputes are the #1 complaint (2 calls) and we resolve only 50% — tighten the billing-explanation script. Equipment, staff and class complaints we close 100%. One case is unclear — improve complaint tagging.
MTD summary: MTD significantly behind — needs immediate staffing intervention. Projected month-end revenue: $4,500 vs $7,800 target (gap of $3,300).
Total Calls
305↑5%
182 in · 123 out
Intro Booking Calls
11↓35%
Memberships Sold Calls
2↓50%
Membership Cancellation Calls
3↑20%
Cancel Saved
1↓25%
Complaint Calls
4↑33%
Complaint Retention
2↓20%
Impacted Revenue
$4,873↑12%
Staff Performance
Month to Date · May 1 – 10
Team Avg Productivity—
Staff
Calls
In / Out
Intro Booking Calls
Memberships Sold Calls
Cancel Saved
Tasks
Coaching Flags
Productivity %
Productivity % = (Intro Booking Calls + Memberships Sold Calls + Cancel Saved) ÷ Total Calls
Cancellation Call Reasons
Month to Date · May 1 – 10
AI Insight — Where we're bleeding: Only 3 cancel calls in the first 10 days — too thin for firm patterns. Schedule conflict and Moved-away each lost one; Price was the lone save (100%). Watch whether schedule-conflict cancels accelerate as the month fills in.
Cancellation Reason
Cancel Calls
Saved
Save Rate
Schedule conflict
1
0
0%
Price
1
1
100%
Moved away
1
0
— uncontrollable
Total
3
1
33%
Complaint Call Reasons
Month to Date · May 1 – 10
AI Insight — Where trust is slipping: Only 4 complaint calls in the first 10 days — too thin for firm patterns. Billing led (50% resolved); facility cleanliness was fully resolved. Watch whether billing complaints accelerate as the month fills in.
Month summary: April closed at $16,720 impacted revenue — 3.5% above March and 96% of the $17,400 monthly target. Conversion and cancel-save both improved month-over-month; recommend holding current staffing.
Total Calls
1,040↑7%
620 in · 420 out
Intro Booking Calls
38↑6%
Memberships Sold Calls
9↑12%
Membership Cancellation Calls
14↓8%
Cancel Saved
6↑15%
Complaint Calls
19↑6%
Complaint Retention
12↑9%
Impacted Revenue
$16,720↑3.5%
Staff Performance
Last Month · Apr 1 – 30
Team Avg Productivity—
Staff
Calls
In / Out
Intro Booking Calls
Memberships Sold Calls
Cancel Saved
Tasks
Coaching Flags
Productivity %
Productivity % = (Intro Booking Calls + Memberships Sold Calls + Cancel Saved) ÷ Total Calls
Cancellation Call Reasons
Last Month · Apr 1 – 30
Where we're bleeding: Schedule conflict is April's #1 cancel reason (5 calls) and the save rate climbed to 40% — the scheduling-objection script is starting to work. Price objections we handle well (67% saved). Moved-away (0%) is uncontrollable — don't over-invest there.
Cancellation Reason
Cancel Calls
Saved
Save Rate
Schedule conflict
5
2
40%
Price
3
2
67%
Moved away
2
0
— uncontrollable
Unhappy with staff / service
2
1
50%
Injury / health
1
1
100%
Unclear / multi-reason
1
0
—
Total
14
6
43%
Complaint Call Reasons
Last Month · Apr 1 – 30
Where trust is slipping: Billing disputes are April's #1 complaint (6 calls) at just 50% resolved — the billing-explanation script needs work. Facility, equipment and staff complaints we close 67–100%. Unclear cases need better tagging.
Configure contact, reminder, SMS, and alert strategies for Orangetheory Fitness
Lead Temperature Time Windows
Configure how long each temperature phase lasts before auto-downgrade
Hot Duration
Duration of Hot phase from lead entry — full effort outreach window
day
1
3 days
Warm Duration
Duration of Warm phase after Hot ends — continued follow-up window
days
2
14 days
Speed to Lead Buckets
Time thresholds defining the Speed to Lead distribution buckets shown in Lead Tracker (≤Fast / Fast–Medium / Medium–Slow / >Slow)
Fast threshold
Upper bound of the fastest bucket — also the speed-to-lead target
min
Medium threshold
Upper bound of the second bucket
min
Slow threshold
Upper bound of the third bucket — anything beyond falls in the slowest bucket
min
Coaching Flag Rate
Manager core metric — SA flags ÷ SA coaching-worthy calls = flag rate %. The 5 coaching categories are fixed (Booking Ask / Objection Handling / Retention Technique / Rapport Building / Information Accuracy) and not configurable. Trend tracked by SA × category.
Min call duration
Calls shorter than this are excluded from coaching-worthy (also skips voicemail / brief inquiry / wrong number / robocall)
sec
Rolling window
Flag rate trend computed over this rolling window, per SA × category
weeks
Lead Thresholds
Thresholds that control when a lead's status transitions to implicit exit states
Stall Threshold
Number of successful connections without advancing to the next stage. Triggers implicit exit: bad_timing (no rejection signal) or not_interested (negative sentiment).
connections
2
10
Attempt Threshold
Number of contact attempts without connecting. Triggers: lost_contact (previously connected then silent), unreachable (never connected, cold), or identifies neglected (fewer attempts than this, never connected, cold).
attempts
2
10
Lead First Response Time
Maximum wait time for the first contact attempt after a lead enters the system
Lead Outreach Deadline
Lead must be contacted within this time window. Quiet Hours are automatically excluded from the countdown.
min
1
30 min
Lead Outreach Due Soon
How far in advance to show "Due Soon" warning before SLA deadline
min
1
5 min
Task Deadline by Priority
Deadline windows for AI-generated tasks (10 categories incl. Lead Follow-up, Booked Not Converted, Cancellation Risk, Retention, etc.), by priority level. Lead Outreach is excluded — its deadline is set in Lead First Response Time (5 min, no priority split).
High Priority Deadline
Default deadline for high priority tasks (e.g. post-trial close, cancellation risk)
hr
1
24 hr
Medium Priority Deadline
Default deadline for medium priority tasks (e.g. no-show re-book, post-connect follow-up)
hr
12
72 hr
Low Priority Deadline
Default deadline for low priority tasks (e.g. voicemail follow-up, "call me next week")
hr
48
168 hr
Task Due Soon
Advance warning before task deadline (tasks are hours-critical)
hr
0.5
4 hr
Quiet Hours
When outreach is blocked — TCPA federal hours plus your custom restrictions
TCPA NighttimeREQUIRED
TCPA federal law 47 U.S.C. § 227(b)(1) — violations carry $500–$1,500 per occurrence
9:00 PM ~ 8:00 AM
Every day · recipient's local time
Custom Restrictions · Optional
Add additional quiet hours on top of TCPA Mandatory — for state-specific rules, local customer expectations, or operational preferences. Custom rules can only further restrict outreach, never allow it during TCPA hours.
~
⚠️
State-level compliance is your responsibility
retaintive enforces TCPA federal quiet hours (9 PM ~ 8 AM in the recipient's local time zone) automatically. Other state-level requirements are not enforced by the system and must be managed by your store, including but not limited to:
State-level Do Not Call registrations (e.g., NY GBL § 399-pp)
Mandatory opening disclosures (e.g., NY GBL § 399-z requires identifying yourself + the marketing purpose within 5 seconds)
Sunday outreach restrictions in some states (FL, AL, MS, LA, SD, UT)
Prior express written consent requirements for extended hours (managed per-contact, not store-wide)
Please consult your legal counsel based on your state and customer distribution. This notice does not constitute legal advice.
Revenue Benchmarks
Average revenue values used to estimate Impacted Revenue from task close results
Customer Avg. Price
Average monthly revenue per customer — used for all recurring MRR calculations (Conversion, Win-back, Cancel Save, Complaint Retention, Payment Recovery, Freeze Recovery)
$/ mo / person
Promotion Avg. Price
Average monthly price per promotion member (for Promotion Revenue)
$/ mo / person
Upgrade Avg. Incremental Price
Average incremental monthly revenue from a plan upgrade (for Upgrade MRR)
$/ mo / person
Event Avg. Registration Fee
Average fee per challenge/event registration (for Event Revenue)
$/ person · one-time
Complaint Retention Window
Observation period after complaint resolution — customer must remain active for this period to count toward Complaint Retention MRR
days
Complaint Attribution Coefficient
Weight applied to Complaint Retention MRR (complaint ≠ guaranteed retention)
Freeze Recovery Attribution Coefficient
Weight applied to Freeze Recovery MRR (auto-reactivation discounted)
Payment Recovery Attribution Coefficient
Weight applied to Payment Recovery MRR (auto-retry self-resolution discounted)
Add Revenue Benchmark
$
R
Reta
Business Hours — Missed Calls Only
AI front desk ENESZH
Date Rangeto
R
Reta
AI Front Desk
Languages Active
ENESZH
Contacts
89
people contacted
SMS
156
Auto-replies + follow-ups
Calls
34
Missed calls handled
Leads Captured
42
After-hours leads qualified
Bookings
14
Booked by Reta
Response Time
8s
Avg first response
Recent Conversations
Maria Garcia9:15 PM
Te reservo un lugar?
Active
John Smith8:42 PM
Booked intro class
Booked
Wei Zhang8:17 PM
Asked about pricing
Escalated
Sarah Lee7:33 PM
Class schedule inquiry
Done
Mike Brown6:48 PM
No reply yet
Pending
Maria Garcia
+1 (555) 234-5678 · SMS · Spanish
Missed Call — 9:12 PM
Hola Maria! Vimos que intentaste llamarnos. Estamos fuera de horario, pero puedo ayudarte. En que podemos asistirte? 😊
9:12 PM · Reta (auto-detected: Spanish)
Hola! Quiero saber sobre clases de prueba
9:13 PM
Genial! Ofrecemos una clase de prueba gratuita para que conozcas la experiencia OTF. Tenemos clases disponibles manana. Que horario te funciona mejor?
9:13 PM · Reta
Manana por la tarde seria ideal
9:14 PM
Perfecto! Tenemos una clase a las 5:30 PM manana. Te reservo un lugar?
9:14 PM · Reta
Si por favor!
9:15 PM
Listo! Tu clase de prueba esta reservada para manana a las 5:30 PM. Llega 15 minutos antes para registrarte. Te esperamos! 💪
9:15 PM · Reta
Lead created: Maria Garcia · Status: Hot 🔥 · Appointment: Tomorrow 5:30 PM
🤖 Reta Settings
Trigger Rules
1. Missed Call Auto-SMS
When a call is missed — during or outside business hours — Reta automatically sends an SMS within 30 seconds.
Default Message (auto-translated per language):
Hi {name}! Sorry we missed your call at {store_name}. How can we help you today? 😊
2. AI Coverage Modes
Reta works in three modes depending on the situation.
After Hours — Full Autonomous
Business Hours — Auto (always on)
Business Hours — Full Assist (staff activates)
3. Lead Qualification Flow
Reta asks qualifying questions before booking an appointment.
Questions (in order):
1What type of class are you interested in?
2Have you worked out at OTF before?
3What time works best for you?
Escalation Rules
Auto-Escalate to Human
Reta hands off to a human when it detects these situations:
Notify via: SMS to on-duty manager + Dashboard alert
Language Settings
Supported Languages
Reta auto-detects the customer's language and responds accordingly.
EnglishEspanol中文FrancaisPortugues한국어日本語Tieng Viet
Detection method:
Calls
Last Updated: May 26, 2026, 02:22 AM
🔍
Showing 287 calls · filters applied: Last 7 days
Today · Mon May 26Total 42+8Missed 3+1Coach Flags 6+2
↘N
Steven Chen· +1 (862) 301-8477
Cancel: relocating to LA. Nadia offered freeze, declined; no permanence probe.
Nadia · 11:34a⚑Cancelled2:27
↘K
Ashton Park· +1 (501) 259-2091
CC update for autopay, shoulder strain follow-up scheduled.
Kiki · 9:20aCC captured4:17
↘G
Jackie Pruitt· +1 (718) 801-2503
Asked about High Rocks pricing — intro not booked.
Garza · 9:14aAttempted6:03
↘E
Lilia (Beech St)· +1 (646) 259-5182
Prospect: pricing q. unanswered, no intro booked.
Ezi · 9:02aAttempted0:52
↘N
Katie Jones· +1 (706) 892-4661
Cancel: moved to Spain, geographic waiver applied.
Nadia · 10:48aCancelled3:58
Yesterday · Sun May 25Total 38Missed 4Cancellations 4
↗A
Maria Lopes· +1 (845) 219-2264
Cancel confirmed without freeze/downgrade/partner options surfaced.