Jake Davis and Peter Sperry demo the new bulk-update feature for the Appointment Dashboard, available in day-view only. They cover how bulk-select works, calendar colors, and integrations with VIN Solutions, plus explain the matching logic that connects customers to households.
Questions this video answers
It was rolled out and is live as of a couple of weeks before the recording.
No — bulk-select is available only on the day view (per-day selection).
No — Volley does not receive appointment update statuses from VIN Solutions; VIN Solutions’ API exposes contacts/top-level lead info but not appointments.
Match order: 1) customer-level (person), 2) household-level, 3) VIN-level (if a VIN was assigned to the appointment).
Yes — sales appointments must be explicitly created as sales-type (default is service). If a closed deal appears within the appointment close window, Volley will mark the sales appointment as a sale and shown.
Chapters
Hello everyone. Welcome back for another session of the volley 15 today, joined by Peter and Peter, let's jump right in. What are we going to be talking about today?
We're going to be talking about two things. The first is the Appointment Dashboard, but maybe more importantly, it's your birthday today. Jake, Happy birthday. Thank me to you. Not the first time I wish you a happy birthday, but happy, happy birthday.
I think it's the third so thank you.
Could be.
So beyond that non volley ism, what are we talking about today?
We've got the Appointment Dashboard which many of you know and love and use every single day. But recently we introduced an enhancement to it which in hindsight it seems odd that we just got around to this now. It is the first time we'd ever been asked by a customer and we thought it made a lot of sense and I think it's something that most people who use the Appointment Dashboard religiously will really love. It's bulk updates on the Appointment Dashboard. So it's a very, it's a simple feature. It's pretty exciting. The accounts that we have trained on it, that I've been a part of the training are super stoked that they can now just do it one time.
Yeah, it's, you know, it's something that we've heard about. So you, you want to, you want to show it off?
Yep, I'm ready to roll here. So Appointment Dashboard, no big surprises there. If I wanted to, as many of you do, you have either BDRs or managers or maybe you yourself that go through these every single day to reconcile the appointments that showed or didn't show, all of our appointment logic in the back end for how we mark appointments as showed or not showed or missed, et cetera, that still remains the same and still holds. But in cases where, for example, we have several accounts that get across their entire bdc, literally hundreds of appointments a day and they have to go through and they have to mark each one as shown if we don't catch it or if they're not integrated. But now we allow that same person to go in and bulk update the status. So you'll see this is in our demo account, we have five set appointments here and if I wanted to just mark them all as shown all I do that and I hit confirm update and now all those appointments would be shown. Similarly, if they, if I wanted to mark all of them except one or two as shown, I could do that as well. So it's just a really quick way for you to do the one thing Vis a vis. Click once and do them all and then go back and uncheck them if you want to. For most of you, you have more shown appointments than not, and so it was just an easy way for us to improve your experience on the appointment dashboard. And it's that simple.
Seems easy enough. When is it going to be rolled out?
It is actually live now. We rolled it out a couple of weeks ago. We've done some training with the accounts that we know would be most effective, but this, this is live and ready for you to consume and enjoy today.
Awesome. Well, quick little session here today, Peter.
Oh good.
Got a question. Anything else you want to say while we wait for some questions to come in?
Nope, that's. We, we wanted this to be short and sweet today.
Well, good for dispositions that show an appointment was shown or no show. Will it now update live in the dashboard.
When you use the bulk select? Yes. I don't know if that was the question.
I'm not so sure either. But if not, then let us know or get with your CS rep and we'll make sure that we get that answered. Okay, let's hang on here for another couple minutes here. Wait and see what other questions people have. But if not, Peter, short and sweet little session. Thanks for. Thanks for hopping on here today.
Yeah, okay.
Okay. So will it post if VIN Solutions marks it as shown? Will it update in volley on the appointment dash?
No, no, we don't get appointment update statuses from any of the CRMs.
Yeah, that's not a volley ism, that's a the data that they share. Right?
Correct.
Okay. Okay. Someone's asking where. I assume they're asking about where is the appointment dashboard, but how did you get here?
Question. So in Valley, if you're on the home page here under Dashboards, you have all of these different dashboards depending on your account setup. But every account is set up by default with the appointment dashboard. And so you just zap it in here and here's where you can see all of your appointments in calendar view. If you wanted to search for a specific one. Maybe in list view you can do that here, but it's all calendar and then we've got some filtering on the side. So maybe you want to look for only set appointments or different types of appointments. Maybe you want, you know, you, you. These are the user definable. So you can set these up at your account where you might have service, you might have quick lube, you might have sales, you might have new car, used car, et cetera. But you can do filtering over here. Get out of there for choose your dealer and then any of the campaign types that you have set up that have appointments.
What so back on the calendar view, what do the colors indicate?
Those are just appointment types. I'll go back here and show you default. If you look in here other this has no type of but if you look to I think maybe there was a different day that had lots of colors. I think orange and I'm going to call it dark blue. Maybe it's black. But yeah, those are just the appointment types and those are just randomly assigned. They don't have any other significance.
Yeah, it's really good dummy dumb data in our demo portal here.
Yes.
Okay, if we mark an appointment as shown and a disposition outcome in volley, will it update on the dashboard?
It should, I think maybe that was the first question just clarified. So if an agent is on the phone with the customer and marks the appointment. Yes, it should show in the dashboard.
Okay, well, okay, I think that, So this one's on VIN too. I, I, I know that we're, we're limited with the, with the data that they send, but someone's asking is there, you know, could Vali look at the, the VIN from the DMS and market as shown. Okay, so that's not vin. I read VIN solutions and red vin. My wires got crossed there. But you know what I'm asking.
So today the way that the appointment matching algorithm works in terms of updating the status is we look first primarily at the customer level. So at the single human level. So the Jake Davis or Peter Sperry, if Peter Sperry had an appointment and then three days later we see a closed RO for Peter Sperry, we consider that a show and we will automatically match that. The second thing that we look at is household. So perhaps my wife brought our car in for the appointment that I set that was under my name and maybe, you know, she would have the repair order, but the appointment was under my name. If we match at the household level, we would mark that as shown and then the third one is at the VIN level. So if, when the agent set the appointment, if they selected a vehicle and that vehicle had a vin, when the, when the vehicle comes in for service, then we would look at the VIN of that repair order and we would mark it as shown.
Okay. Okay. Now we're getting a lot of questions coming in. We might make 15 minutes. After all, Peter, is the bulk select by day or can we go by week or by month as well?
Just for the day. So it Will only show up. Oops, wrong one. It will only show up when you're on the day view the calendar view. You won't see the bulk status update. By design, we don't want you accidentally marking every point at end the shown.
Okay. Can the appointment dashboard data be exported?
Oh, that's a good question. Today it cannot in our new reporting platform which will be starting to roll out late this year. Beginning of next year we will get all of our existing reports converted. You will be able to do an export of the appointment dash.
Okay.
Okay, well I got, I got backseat drivers here, so I'm yes to the question. The dashboard itself cannot be exported, but there we do have an export data export template that's already built out. That's a scheduled appointment export.
Okay, so we can get that data.
Yeah, so I it, this, this there's no expert functionality here, but if you go into your data exports you can, you'll. There's a, there's an export that's specifically called out.
Okay. Okay. Will the appointment status change now reflect in reporting such as the Agent Efficiency Report?
Yes.
Okay. I'm not sure, Honestly I'm not sure what this one means and I'll ask it to Peter, but you may need to clarify because I mean it's, I mean you're creating appointments but they're asking show me how it works for sales specifically. So I guess to ask the question, is there any difference to how you'd update these appointments if it's a sales or a service appointment?
Sales matching is a little bit, it's a little bit different when we see a sales appointment in the system. First of all, it has to be set up as a sales appointment. We don't. We. The default behavior in Bali is that if there's no appointment type scheduled, we assume it's a service appointment. So on a sales appointment it has to be specifically created as an appointment of that type of. Then when we see that, if we see a closed deal for that customer, then you know, within the appointment close window then we do mark a sale as well as shown when we see the deal.
Okay. If we make notes, will these notes show in data export templates like scheduled appointments document?
I don't know the answer to that, but I have to take that one offline.
Okay. And so then this one was the. Relating to. Relating to the VIN solutions. But everything is. We need to update it manually because we don't get that data from vintage.
Correct. Okay.
Yeah.
Vin. VIN does not have, I guess in programming speak they don't have an appointment that we can access through their API. And so we don't know anything about appointments or notes or any of the activities. On a lead in, to use VIN Solutions nomenclature, all we see are the contacts and the top level lead information which does not include appointments.
Okay, well that one question that Peter needs to table and get back to you on, I've grabbed that and sent him the name, so we'll get with you on that. For anyone else, thank you so much for tuning in. We hope that you're excited by this update, and we definitely don't take for granted the time that you're spending with us today. Please reach out to Peter or myself or definitely your CS rep if you have any questions on this or anything else. And we hope you have a fantastic day.
