The Staff Communications Report gives you full visibility into your team’s outbound communication so you can track performance and spot trends.
Use it to monitor texts, emails, and calls over time, see who’s engaging most with clients, and review specific interactions for accountability and coaching.
Overview Metrics
At the top of the page, you’ll see metrics like:
- Texts: Total outbound text messages, including back-and-forth conversations
- Emails: Total outbound emails (including automations + blasts)
- Calls: Logged call activity
- Speed to Lead: Your team’s average time from a new lead coming in to their first outreach — lower is better. For a deeper look, see How to Track Speed-to-Lead in Staff Communications.
Each metric updates in real time and reflects the date range you’ve selected (and, for enterprise accounts, the selected location).
Call Breakdown (Call Results)
When your team logs a call, they record a result — whether they reached the client or didn’t, plus a more specific outcome. The report rolls these up so you can see how calls are landing.
- On the Calls tile, click the small breakdown (pie-chart) icon to open the Call breakdown.
- You’ll see total calls split into Reached vs Not reached, each with a count and percentage.
- Below that, outcomes are listed under each group:
- Reached outcomes — like Visit, Purchase, Out of Town, Health/Injury, Not Interested, or Other.
- Not reached outcomes — Voicemail, No Answer, and Wrong Number.
Activity Graph
The visual chart helps you understand outreach trends over time. Hover over any point to see the number of calls, texts, or emails on that day.
Use this to:
- Spot peak days and quiet periods
- Align outreach with lead surges or promotions
- Set team benchmarks
Top Activity Leaderboard
See who’s driving the most engagement across your team.
The table shows each team member’s totals for texts, emails, calls, and their Speed to Lead, scoped to the date range you’ve selected. If your studio uses WhatsApp, the text column is labeled WhatsApp and SMS. Enterprise accounts can toggle the leaderboard between Users and Locations.
Use it to:
- Celebrate top performers
- Coach team members on consistency
- Understand communication gaps by user or location
Detailed Activity Log
Scroll down to see a log of individual interactions. Each row includes:
- User — who completed the action
- Location — for multi-location and enterprise accounts
- Action — Text, Email, or Call
- Detail — for calls, the logged result (e.g., Reached, Voicemail). When a call note was added, a note icon appears here — click it to read the note.
- Client — click the client to open their profile in a new tab
- Client Status — shown when your booking platform provides it
- Date — date and time of the action
Use the date range filter at the top of the report to set the time period. Enterprise accounts can also filter by location.
FAQs
Q: What counts as an “Email” or “Text” in this report?
A: All manually sent emails and texts sent through Loyalsnap are included in the totals.
Q: Are replies from clients included in these numbers?
A: No. The report only reflects outbound communication initiated by your team.
Q: How are “Calls” counted?
A: Only calls that are logged through the platform or click-to-call are counted. Manual call notes added outside of a logged call will not show up.
Q: Can I see who sent a specific message or made a call?
A: Yes. Scroll down to the Detailed Activity Log to see who took each action, whether it was a text, email, or call, the detail/result, which client it involved, and when it happened.
Q: What does the “Detail” column show?
A: For calls, it shows the logged result (like Reached or Voicemail). When a call note was added, a note icon appears next to it — click it to read the full note. For texts and emails, Detail may be blank.
Q: Can I change the date range to view a different timeframe?
A: Yes. Use the date filter in the top right to choose a range — Today, This week, Last 7 days, Last 30 days, Last 60 days, Last 90 days, or Month to date.
Q: Why are some messages or calls not showing up?
A: Make sure your date range covers the period you’re looking at (and, for enterprise accounts, the right location). If you still think something is missing, reach out to support.