Coverage and frequency reports
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Coverage and frequency reports calculate how many active customers have been contacted or locations have been visited and how frequently over the report period.
Coverage and frequency reports count contacts with active customers or locations only. They do not count any contacts made with customers or locations marked as inactive on the day the report is run. Contact counts may, therefore, vary from those shown on the Activity and Rates report or the Contacts by … reports.
Important: Customer coverage and frequency reports count contacts at their primary location only which may not be the same as the location where the contact occurred (off-territory).
Customers (Territory) and Customers (Territory/Employee) reports show the number of customers seen during contacts (calls and meetings) made over a specified period in an area, how often the customers have been seen during that period and the number of customers not seen. The difference between the two reports is that the latter contains an additional column to show the employee name.
Location (Territory) and Location (Territory/Employee) reports show the number of locations visited (calls and meetings) over a specified period in an area, how often the locations have been visited during that period and the number of locations not visited. The difference between the two reports is that the latter contains an additional column to show the employee name.
| Column | Header Row | Cell contents |
| A | Header | Team, region, territory, brick, etc – depending on report criteria |
| B | Name | Employee name |
| C | Customers OR Locations | Total number of customers/locations defined by header |
| D | Contacts | Total number of customer OR location contacts. Usually face-to-face calls and meetings, but could include other contact types depending on system set-up |
| E | Calls | Number of customer OR location contacts defined as a call made during report period (usually face-to-face, but could include other contact types) |
| F | %Calls | Percentage of contacts which were calls |
| G | Meetings | Number of customers that attended meetings OR number of locations where meetings were held during the report period |
| H | %Meetings | Percentage of contacts which were meetings |
| I | Not Seen | Customers not seen OR locations not visited during report period |
| J | Coverage | Percentage of customers that have been seen OR locations visited |
| K | Frequency | Average contact rate per seen customer OR visited location Number of contacts divided by number of customers seen OR locations visited during calls and meetings |
| L | x01 | Customers seen OR locations visited once |
| M | x02 | Customers seen OR locations visited twice |
| > N | x03, x04, etc | Customers seen OR locations visited multiple times |