CRM IQ Agent Dashboard

Jessica Greenlee

Oct 15, 2023

123

CRM IQ Dashboard are the HUB of activity , each dashboard identifies action items.

The Agent dashboard is your primary dashboard in CRM IQ and it is the first screen that appears upon login.

You can reach the Agent dashboard by selecting Agent on the Dashboards menu or by clicking the CRM IQ logo.

Use the Agent dashboard to manage leads and other customer activity at your property.

The Agent dashboard includes:

Incoming activity from customers (leads, prospects, and residents) such as web requests, scheduled appointments, and chats.
Activity initiated by the leasing agent, such as follow-ups, ID verifications, and deposit accounting.

The Agent dashboard helps you clearly identify the next step that you need to take with a customer. For example, you can:

Assign a lead to a leasing agent.
Create a new customer record or link a lead to an existing customer record.
Follow up on customer communication.
Record a showing.
Run a screening report.

Additionally, you can initiate the various steps of the prospect, applicant, and resident workflows and remove any invalid leads, such as vendor calls or spam emails, from this dashboard.

New Concept: CRM IQ manages persons through their customer records. When a customer becomes a prospect or a resident at your property, CRM IQ creates a new relationship for the customer at the property. In CRM IQ, prospect and resident are types of relationships that customers can have at your properties and all types of relationships are linked to the customer record. Before a person has a relationship at your property or is linked to a customer, they are considered a lead and do not yet have a customer record.

Agent dashboard filter

You can filter the Agent dashboard by property or property list and leasing agent. You can add multiple leasing agents to the Agent filter.

Field

Description

Property

Property or property list for which you want to view customer activity. You can also limit your property choices to only inactive properties.

NOTE When you first log in, this field shows the default property or property list assigned to your agent user under My Profile.

Agent

Agent or agents for whom you want to view assigned activity. If you want to view activity for all agents at the property, leave this filter blank. The person grid adds an Agent column when filtered by Tasks or Prospects by Stage.

Agent dashboard tiles

Tiles on the Agent dashboard contain general customer activity data for the selected property and leasing agents. The Agent dashboard divides customer activity between the Tasks tile and the dynamic Person tile, while the Calendar tile provides a quick glance at today's appointments, amenity reservations, and property blackouts.

NOTE: The activity data that appear on the Tasks tile are not affected by the type of customer relationship selected on the Person tile.

You can change the date range for activities that appear in the Task and Person tiles. Date ranges can include activity from the past:

7 days
15 days
1 month
2 months

To change the date range, click the Options button in the top-right corner of the tile and select a new date range from the menu. Date ranges do not apply to the resident relationship type.

Tasks tile

The Tasks tile includes unassigned leads, incoming communications, appointments scheduled by the prospect or leasing agent, follow-ups that require action from the leasing agent, and various alerts.

Unassigned Leads

All incoming leads and first activities for prospects that have not yet been assigned to a leasing agent.

Conversations

All incoming communications from customers. These communications include emails, texts, phone calls, chats, and contact us forms. If the same customer has multiple communications going on with the property, CRM IQ groups them together under the same customer record and places the total communication count in parentheses under the Activity column in the person grid.

NOTE You can filter the communications in the tasks person grid further by prospects, applicants, residents, or all.

Appointments

Prospect and resident appointments without recorded showings.

NOTE After you record a showing for a prospect, the appointment appears on the Person tile, under Prospects by Stage, in the Toured stage.

Follow-ups

Follow-ups that require action from the leasing agent, including those that you add manually from the Calendar tile.

NOTE Past due follow-ups appear under the Alerts task.

Alerts

Important alerts for the leasing agent to review. This includes the following types of alerts:

Customers with overdue follow-ups
Prospects or applicants who are pending ID verification
Applicants or residents who are past their move-in date
Residents with past due deposit accounting
Applicants or residents with missing lease charges
Residents who are past their move-out date
Applicants or residents with lease terms that are below the minimum lease term

Person tile

On the Person tile, you can view three different types of customer relationships by their current place in the leasing lifecycle:

Prospects by Stage
Applicants by Stage
Residents by Status

Depending on the customer relationship type you select, different data displays in the person grid.

Additionally, the Chat IQ Bot Engaged field appears on this tile. If you are licensed for Chat IQ, then this field keeps track of the total number of leads that have interacted with the bot. The bot vets new leads for viability and nurtures cold leads to bring them back into the leasing lifecycle. On hover, the Chat IQ Bot Engaged field provides a summary of engagements by communication channel within the date range being filtered for on the Person tile. If you are interested in licensing for Chat IQ, contact your Yardi sales representative.

Prospects By Stage

Prospects By Stage includes any customers with a prospect relationship at the property who have not yet applied and are assigned to one of the agents in the filter. If no agents are selected in the filter, then this tile includes all prospect customers.

NOTE: Customers who appear under Prospects by Stage can also appear on the Tasks tile if the customer activity meets the criteria for a specific type of task, such as a follow-up or a conversation.

Assigned	Prospects that are assigned to a leasing agent but do not meet any of the other prospect stage criteria. NOTE This includes prospects who are assigned to the default agent at your property when not filtered by specific agents.
Engaged	Prospects who have replied to leasing agent correspondence.
Toured	Prospects who have completed a guided, self-guided, or live video tour at your property.
Ready to Apply	Prospects who have a unit selected and their rental terms saved, but have not yet applied.

Applicants By Stage

Applicants By Stage includes any customers with a prospect relationship at the property who are currently applying or have applied and are assigned to one of the agents in the filter. If no agents are selected in the filter, then this tile includes all applicants.

Application in Progress	The applicant is not yet in applied status.
Needs Screening	Screening has not yet been completed.
Needs Evaluation	The applicant needs to be either approved or denied by a leasing agent.
Pending Lease Execution	The applicant has been approved and needs to have their lease executed.

Residents By Status

Residents By Status includes any resident customers at the property who are awaiting some action by a leasing agent. The leasing agents selected in the filter do not affect which residents this tile includes.

Move In	Residents who need to be moved in.
Pending Renewal Proposal	Residents whose leases are expiring within the next 120 days and need a renewal proposal generated.
On Notice	Residents who have given notice and are scheduled to move out.
Move Out	Residents who need to be moved out.
Pending Deposit Accounting	Residents who need deposit accounting completed.

Calendar tile

By default, the Calendar tile displays today's events in the Schedule view. The Day, Week, and Month views allow you to see past and upcoming events outside of the current day's schedule. You can also filter the calendar by the following event types:

Move-ins
Move-outs
Prospect appointments
Resident appointments
Blackouts
Shows
Amenity reservations

TIP: If you are using Concierge, you can add amenity reservations from the Concierge dashboard and review those reservations from the Concierge calendar.

You can expand the calendar view to see more details about upcoming events across a larger part of the screen. Use either the Full-screen Expand button or the Half-screen Expand button

You can add a new calendar event by clicking the Add New button.

Agent dashboard person grid

The person grid contains information about customer activity at the selected property or property list and suggests the next action that the leasing agent can take.

If you only select one agent in the Agent dashboard filter, the Agent column disappears and the dashboard only displays activity assigned to the selected agent, plus any unassigned leads.

The information that displays in the person grid depends on which data points you select in the tiles.

TIP: You can open a quick summary of a customer's relationship with your property from the person grid without leaving the Agent dashboard by clicking the Quick View button next to the customer name. The relationship summary opens in the right part of the screen.

Alternatively, you can go to the prospect or resident relationship directly by clicking the customer's name. You must link a person to a new or existing customer before you can access the relationship summary or go to the prospect or resident relationship for that person.

Tasks person grid

The Tasks person grid displays details for unassigned leads, incoming communications, appointments scheduled by the prospect or leasing agent, follow-ups that require action from the leasing agent, and various alerts.

The columns that appear in the person grid depend on which data point you select in the Tasks tile.

TIP: If you have the Conversations data point selected, you can filter the communications in the tasks person grid further by prospects, applicants, residents, or all.

Field	Description
Activity	The type of customer activity and the date when it occurred. For example, a guided tour, web request, or follow-up.
Agent	(Appears only when the Agent filter is empty or has more than one leasing agent selected.) The leasing agent assigned to the customer relationship.
Preferences	(Does not appear in the Alerts filter.) The customer's leasing preferences. This field shows the customer's preferred number of bedrooms and preferred move-in date. If they have no preferences, this field displays Any.
Source	(Does not appear in the Alerts filter.) The marketing source for the customer relationship, such as the property website or an internet listing service.

Status

(Appears in the Alerts filter only.)

Current status for the customer relationship. The status is determined by the activity type.

Next Step

Provides a link to the recommended next step for the lead. You can perform any of the following next steps from a customer relationship, depending on the task data point you have selected:

Assign Assign the lead to an agent. If the Assign button displays a person with a check mark , then the lead is already linked to a customer record. If the Assign button displays a person with a pencil , then the lead is not linked to a customer record and you must either select an existing record or create a new one before assigning the lead to an agent.
Reply Opens the Comm Hub to the customer without selecting a communication channel.
Record Showing Records a show event for the appointment.
Email Opens the Comm Hub to the customer with the email communication channel selected.
Text Opens the Comm Hub to the customer with the text communication channel selected.
Verify ID Goes to the prospect relationship record.
Lease Charges Goes to the resident relationship record with the Manage step selected.

Actions

Shows more actions you can perform for the lead. You can perform any of the following additional actions from a customer relationship, depending on the task filter you have selected:

Find Person Opens a customer search window for leads without prospect relationship records.
Mark Invalid Marks the lead invalid and cancels the prospect relationship.
Contact Customer Opens the Comm Hub to the customer with their preferred contact method selected.
Dismiss Dismisses the conversation.
Edit Appointment Opens the appointment in a pop-up window for editing.
Edit Follow-up Opens the follow-up in a pop-up window for editing.
Prospect Record Goes to the prospect relationship record.

Prospects by Stage person grid

The Prospects person grid can display details for customers who are assigned to or engaged with leasing agents at your property, but who have not yet begun their applications.

NOTE: Currently, this also includes prospects assigned to the default agent.

All prospect stage data points display the same columns in the person grid.

Field	Description
Agent	(Appears only when the Agent filter is empty or has more than one leasing agent selected.) The leasing agent assigned to the prospect relationship.
Preferences	The customer's leasing preferences. This field shows the customer's preferred number of bedrooms and preferred move-in date. If they have no preferences, this field displays Any.
Last Activity	The last activity that was performed for the customer.
Next Step	Provides a link to the recommended next step for the prospect. You can perform any of the following next steps from a customer relationship, depending on the prospect data point you have selected: Contact Opens the Comm Hub to the customer with their preferred contact method selected. Schedule Tour Opens the Appointment screen, where you can create a new appointment. Start Tour Starts a live video tour. Record Showing Records a show event for the appointment. Select Unit Goes to the prospect relationship record with the Select Units step selected. Add Email Address Goes to the prospect relationship record. Invite to RentCafe Sends a RentCafe registration email invitation to the customer. View Application Goes to the prospect relationship record with the Application Form step selected.
Actions	Shows more actions you can perform for the prospect. You can perform any of the following additional actions from a customer relationship, depending on the prospect data point you have selected: Contact Customer Opens the Comm Hub to the customer with their preferred contact method selected. Generate Quote Generates a basic quote sheet for the prospect. Mark Inactive Inactivates the prospect relationship record and removes it from the Agent dashboard. Prospect Record Goes to the prospect relationship record.

Applicants by Stage person grid

The Applicants person grid can display details for customers who are currently applying or have applied to your property.

The columns that appear in the person grid depend on which data point you select in the Person tile.

Field	Description
Screening Result	(Appears in the Needs Evaluation filter only.) The prospect's screening results.
Roommates Ready for Screening	(Appears in the Needs Screening filter only.) Additional roommates on the prospect's application and their application completion status. NOTE When there are two or fewer roommates, they are listed by name. Otherwise, this field displays the total number of roommates on the application instead.
Roommates	(Does not appear in the Needs Screening filter.) Any additional roommates added to the prospect's application.
Last Activity	(Appears in the Application in Progress filter only.) The last activity that was performed for the customer.
Next Step	Provides a link to the recommended next step for the applicant. You can perform any of the following next steps from a customer relationship, depending on the applicant data point you have selected: Open Application Goes to the prospect relationship record with the Application Form step selected. Screen Goes to the prospect relationship record with the Screening & Approval step selected. Evaluate Goes to the prospect relationship record with the Screening & Approval step selected. Manage Goes to the prospect relationship record with the Manage Lease step selected.
Actions	Shows more actions you can perform for the applicant. You can perform any of the following additional actions from a customer relationship, depending on the applicant data point you have selected: Contact Customer Opens the Comm Hub to the customer with their preferred contact method selected. Generate Quote Generates a basic quote sheet for the prospect. Mark Inactive Inactivates the prospect relationship record and removes it from the Agent dashboard. Prospect Record Goes to the prospect relationship record.

Residents by Status person grid

The Residents person grid can display details for customers who live at your property and are awaiting some action by a leasing agent.