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
PeriodSame tabs, same fields; only the date range changes.
Store detail uses manager-level depth.
As of
Export as CSV
Export as PDF
As of
⋮⋮Key Metrics
⋮⋮Trend 1
⋮⋮Trend 2
⋮⋮Trend 3
⋮⋮Trend 4
⋮⋮Status Distribution
Lead Funnel
⋮⋮Trend 5
⋮⋮Trend 6
⋮⋮Median Response Time
⋮⋮Lead Outreach Compliance
⋮⋮Bad-Timing Reasons
Bad-Timing Reason Breakdown
As of
Member Engagement
Risk Signals
At-Risk Members
(coming soon)
🚧
Win-back
Coming Soon
Track churned member reactivation including Win-back Rate, Re-engagement Campaign effectiveness, and Churned Member return trends.
Not in this iteration. Keep this page as future impact reference; do not treat the detailed value math as V31 ship scope.
Impact Summary
Business value attributed to closed tasks and confirmed outcomes. This is not cash reconciliation unless connected to billing/POS.
Selected period
Attributed impact
—
Estimated value tied to closed tasks and confirmed outcomes.
Potential value
—
Benchmark value if all tracked opportunities converted.
Closed task count
—
Tasks/outcomes contributing to the estimate.
Uncaptured value
—
Estimated gap from open/lost tracked opportunities.
Trust note: show this as attributed/estimated impact in V1. Only label it cash received when the value is reconciled against payment, billing, or POS data.
Top impact categories
Show category math
0 results
NNadia
Steven Chenmember· +1 (862) 301-8477May 26, 11:34a
Declined freeze without permanence probe. Holly saved this exact member 3 months ago — relationship equity wasted.
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."
Lead Tracker shows pipeline health. Use Tasks for actual follow-up work.
Trendvs prior period
Periods
This Week
Last Week
Month to Date
Last Month
Relative
Yesterday
Last 7 Days
Last 14 Days
Last 28 Days
May 2026
Not in this iteration. Keep the email archive concept visible for discussion, but do not scope report rebuild work into this pass.
Studio Email Reports
Email archive and preview. Reports are separated by studio first, then by cadence. Multi-studio owners receive one studio-specific email per studio, not one blended all-store report.
Email archive
StudioSelected studio: Totowa
CadenceDaily = action. Weekly = pattern. Monthly = business review.
Review 3 overdue lead follow-ups before the afternoon traffic window.
One complaint is still open; assign manager follow-up from Tasks.
Call volume is up, but outcome rate is lower than the prior matching day.
Where to click
Use Tasks for the contact list, Lead Tracker for lead status, and Dashboard only if the owner wants more context.
Data note: impact is prompt-attributed business value from supported outcomes and task close results. It is not payment reconciliation.
Weekly Email Archive
Pattern review for one studio.
5 sent
Report
Calls
Outcome rate
Impact
May 5 - 11
Sent Mon 7:30 AM
214
44%
$2.5k
Apr 28 - May 4
Sent Mon 7:30 AM
198
41%
$2.3k
Apr 21 - 27
Sent Mon 7:30 AM
205
39%
$2.1k
Weekly Email Example
Designed to show patterns without overwhelming the owner.
Studio: Totowa
Totowa Weekly Review - May 5 to May 11
Core outcomes held at 44%, task closure was 78%, and attributed impact was $2.5k.
Calls
214
+12% vs prior week
Outcomes
16 / 36
real opportunities
Tasks closed
78%
11 / 14 due tasks
Impact
$2.5k
attributed estimate
This week's pattern
Lead follow-up volume improved, but three overdue tasks carried into the new week.
Cancellation saves were stable; service complaints should stay visible until closed.
Most useful manager action: review task execution and the selected coaching call, not every call.
Recommended owner read
One paragraph summary first, then only three numbers and three action bullets. The full detail stays in Dashboard, Tasks, Lead Tracker, and Coaching.
Weekly report should summarize repeated patterns. It should not introduce unsupported fields like usage-risk metrics or SMS staff attribution until backend/prompt support exists.
Monthly Email Archive
Business review for one studio.
4 sent
Report
Calls
Outcome rate
Impact
April 2026
Sent May 1
826
42%
$13.2k
March 2026
Sent Apr 1
792
45%
$16.7k
February 2026
Sent Mar 1
743
39%
$12.1k
Monthly Email Example
Owner-level business review, still studio-specific.
Studio: Totowa
Totowa Monthly Owner Review - April 2026
826 calls, 42% outcome rate, $13.2k attributed impact, and three priorities for May.
Calls
826
full month
Outcome rate
42%
supported outcomes only
Task health
81%
closed due tasks
Impact
$13.2k
attributed estimate
Owner summary
Totowa had healthy activity volume in April, but the highest leverage improvement is still follow-up discipline. Conversion impact and cancel-save impact were the strongest supported categories.
May priorities
Keep lead follow-up task closure above 85%.
Review cancellation-risk calls weekly instead of waiting until month end.
Keep service complaints visible until closed, but do not turn them into staff scorecards.
Monthly report should support owner decisions. Avoid cash-collected wording unless billing/POS reconciliation is connected.
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.
Total Calls
7↓61%
4 in · 3 out
Intro Booked
2↓50%
Membership Closed
1↓67%
Membership Cancellation Calls
1↓50%
Cancel Saved
0—
Service Issue Calls
1—
Service Recovery
1—
Tasks Created Yesterday6
By task reason
Lead Outreach
2
Lead Follow-up
1
Booked Not Converted
1
Upgrade0
Service Recovery
1
Payment Recovery0
Cancellation Risk
1
Freeze Recovery0
Win-back0
Event Promotion0
Special Promotion0
Tasks Closed Yesterday4
By task reason
Lead Outreach
1
Lead Follow-up
1
Booked Not Converted
1
Upgrade0
Service Recovery0
Payment Recovery0
Cancellation Risk
1
Freeze Recovery0
Win-back0
Event Promotion0
Special Promotion0
Tasks Overdue Yesterday3
By task reason
Lead Outreach
1
Lead Follow-up
1
Booked Not Converted0
Upgrade0
Service Recovery0
Payment Recovery
1
Cancellation Risk0
Freeze Recovery0
Win-back0
Event Promotion0
Special Promotion0
Team Work Mix
Activity view: what call types each staff member handled.
Selected period
ColumnsAdd call type
Choose up to 6 call-type columns.
Team Call Activity—Total calls for the selected period; add columns to inspect specific call types.
Staff detail
Selected period
Performance Review
Selected period · compares to previous matching period
Call volume?
218
130 inbound · 88 outbound
↑12% vs last period
Task Outcomes?
16 / 36 44%
completed / created core tasks
Intro booked9 / 15
Membership sold2 / 7
Cancel saved5 / 14
Lead follow-up
Which leads still need outreach?
11 follow-up
Leads that need follow-up.
42leads captured
11need follow-up
Task queue
What work is still open?
18 open
Open and closed work this period.
18open tasks
28closed tasks
Manager review
What needs a closer look?
2 reviews
Calls selected for manager review.
2calls to review
Manager Review Highlights
Confirmed signals only
Uses structured outcomes, open complaint flags, and task close results. Reason breakdowns stay out of Performance until they are structured fields.
Cancellation calls14 calls5 saved · 4 pending
Open service issues2 contacts1 retention task
Resolved work4 tasksissue resolved
Manager action: review pending cancellation and open complaint work; use Tasks or Coaching for the actual contact list.
Cancellation Call Reasons
Selected period
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
Selected period
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.
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
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.
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, Service Recovery, 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
Service Recovery Window
Observation period after complaint resolution — customer must remain active for this period to count toward Service Recovery MRR
days
Complaint Attribution Coefficient
Weight applied to Service Recovery 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.