Track churned member reactivation including Win-back Rate, Re-engagement Campaign effectiveness, and Churned Member return trends.
Date Rangeto
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Influenced Revenue
Date Rangeto
Performance Overview
Metrics for the selected period
Intro Booking Calls ⓘ
(payment captured)
0
Inbound Calls:0
Outbound Calls:0
Total Intro Booking Calls
All Attempts:34
Inbound Calls Total:3
Outbound Calls Total:31
New Memberships Sold ⓘ
2
Inbound Calls:0
Outbound Calls:2
Total Sales Calls
All Attempts:53
Inbound Calls Total:3
Outbound Calls Total:50
Membership Cancellations ⓘ
0Retained
Total Membership Cancellation Calls:3
Membership Status Changes ⓘ
7
Upgrades:0
Downgrades:0
Freezes:7
Total Calls
176
Live Conversations:52
Voicemail:87
Inbound Calls:57
Outbound Calls:119
Types of Calls
See what call categories your studio receives
Most Common Call Reasons
What people are calling about, from most to least frequent
Where Your Calls Lead
See how phone calls turn into revenue for your studio
Your Performance Trends
Mar 30 – Apr 5, 2026
Total Calls176
All Intro-Booking Calls34
New Members Sales Calls53
Total Cancellation Calls3
Membership Upgrades0
Membership Freezes7
Membership Downgrades0
Staff Performance
Call statistics for individual staff
AI AssistantDashboard context
Lead Tracker
Communication Log
AI AssistantLead Tracker context
Contacts
Communication Log
Rules
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
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 Influenced 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:
Tasks
🔍
Communication Log
AI AssistantTasks context
Close Task
Lead OutreachedTried to contact but didn't connect