See every leasing call. Not just the 5% your regional listens back to.
QueSee scores 100% of leasing, maintenance, complaint, renewal, and move-out calls against the operating standards for that property. Tour-to-lease conversion, renewal risk, fair housing exposure - visible at the property and the portfolio level on Monday morning. After every call, the prospect or resident profile updates. Notes, tasks, and flags push to AppFolio, Buildium, Yardi, RentManager, or Entrata.
Multi-family operators run on partial visibility
The phone is the front door of the leasing office and the maintenance line. Most operators grade 2-5% of calls. The other 95-98% go to nobody.
Tour-to-lease conversion is a blind spot
Sandra at Riverbend converts 38%, Tyler at Oak Hills 11%. Nobody can tell you why. Coaching is generic. New hires copy whoever sat next to them. The variance shows up in NOI three quarters later.
Pattern observed across operator pilots
Renewal risk shows up the day notice is given
Resident sentiment lives in the move-out form. First time the regional sees it is the day notice is given. The renewal is already gone. Six-figure renewal revenue lost in a quarter that nobody attributed back to a phone call.
NMHC market rent benchmarks, 2024
Complaint patterns scatter across buildings
Four noise complaints from the same property last week. The pattern does not surface until the manager raises it on a Friday call. Maintenance tickets get logged from memory, the tech gets dispatched on a half-message, the resident calls back the next day.
Standard QA sampling rate across multi-family operators
Fair housing exposure compounds in silence
A leasing agent says "this neighborhood is mostly families" on a tour callback. Nobody hears it until it lands in a complaint. Average disparate-treatment claim runs $50K-$150K in legal fees and settlement before the policy review even starts.
HUD enforcement settlement averages
Score the call. Update the resident.
One view scores every call against the operator's standards. The other re-scores every prospect and resident after every contact. The asset manager opens the second view first.
Every call, scored against your operating standards
Within minutes of the call ending, QueSee scores it. Each property gets its own configuration - the Class A lease-up next to the Class C value-add. Different scorecards, same dashboard, same audit log. Spanish-language calls scored at parity with English.
- Leasing scripts at the property level, with concession authority enforced - flag when an agent offers a concession outside policy and tally giveaway by property
- Fair housing language flagged for human review
- Maintenance triage rules and emergency keyword routing
- Renewal objection handling and move-out conversation flow
- Spanish-language calls scored at parity with English
- Daily review queue, not quarterly report
Every prospect and resident, re-scored after every contact
After the call ends, the profile updates. Not a static QA score - a living card. This is the part the asset manager and the PE backer want.
Lease conversion likelihood
For prospects. Did the agent qualify on income, move-in date, pets, vehicles, voucher status. Did she present concessions, book the tour, follow up within 24 hours.
Renewal risk score
For residents. Updated on every contact - maintenance, complaint, payment, casual mention of looking at the new build on Highway 9.
Complaint frequency
By category - noise, neighbor, common area, staff, pest. Rolled up by building, surfaced before patterns reach the regional.
Maintenance response satisfaction
Measured against the resident's actual call timestamp, not the ticket close. The SLA the resident experiences.
Payment stress signals
Captured in the resident's own words. Friction flagged before delinquency.
Fair housing flag count
At the agent level and the property level. Compliance protection without claiming to replace legal review.
Tour-to-lease tracking
Per agent, per property, per source. The variance behind Sandra's 38% and Tyler's 11%.
Move-out risk language
Notice intent flagged before formal notice is given when the language appears on a call.
Lifestyle fit
Asked about schools, pets, commute, remote work. Surface what the next person who picks up should know.
Referral likelihood
Based on satisfaction trend and past referrals. Identify residents worth asking before they leave.
Resident cards and the Monday morning rollup, on one screen
The leasing team sees the resident card when she calls in. The regional sees the rollup at 7am, 15 minutes before the ops call. 40 minutes of dashboard hopping becomes one screen.
When the regional opens QueSee at 7am, the first thing she sees is not yesterday's call volume. It is the resident profiles flagged for retention this week, the buildings and agents that need attention, and the cross-property numbers that drive Tuesday's leadership huddle.
- Resident profile cards - lease end, renewal risk, drivers, last contact, lifestyle fit, fair housing flags. The leasing team sees the card when the resident calls in.
- Tour-to-lease across the portfolio - top performer Riverbend at 41%, bottom Oak Hills at 8%, click into the calls
- Properties with complaint spikes - Riverbend 14 noise complaints last week, 11 from building 4, two repeat callers
- Leasing agents below threshold - Sandra at 38% over 92 calls, Tyler at 11% over 43 calls, the three calls to listen to are linked to the coaching task
- Residents at renewal risk - 47 within 90 days of lease end, 11 yellow, 3 red, save tasks assigned to the property manager
- Fair housing flags pending review - reviewer, status, and audit log one click away
- Maintenance response time - measured from the resident's call, not ticket close
40 minutes of dashboard hopping becomes one screen.
Multi-Family Operator Dashboard
Tuesday, 7:02 AM - rolled up by property, team, agent
Resident card - Maria Hernandez, Riverbend unit 4B
Lease ends 9/15. Renewal risk: yellow. Drivers: 3 maintenance calls in 60 days, named a competitor on her last call, payment-stress language in February. Last contact: 4 days ago, parking complaint. Fair housing flags: zero.
Resident card - James Carter, Oak Hills unit 12A
Lease ends 10/3. Renewal risk: green. Drivers: zero maintenance issues in 90 days, referred one neighbor in 2024, asked about a 2-bedroom on his last call. Last contact: 11 days ago, payment confirmation.
Tour-to-lease across the portfolio
This week 22%, down 3% week-over-week. Riverbend 41%, Oak Hills 8%.
Complaint spikes by building
Riverbend 14 noise complaints, up from 3. 11 came from building 4.
Coaching list this week
Sandra at Riverbend 38%, 92 calls. Tyler at Oak Hills 11%, 43 calls. Tyler needs a coaching call by Friday. Three calls linked.
Residents at renewal risk
47 within 90 days of lease end. 11 yellow, 3 red. Save tasks assigned to the property manager.
Fair housing flags pending review
Three open this week. Reviewer, status, audit log one click away.
Maintenance response time
Average 4.2 hours from call to ticket creation. Cedar Pines at 9.1 hours.
What lands in AppFolio, Buildium, Yardi, RentManager, or Entrata after the call
Leasing inquiry
- Prospect record created with name, phone, move-in date, unit type, budget, pets, vehicles, voucher status
- Tour-to-lease likelihood score on the card
- Follow-up task assigned to the agent who took the call
- Source attribution captured automatically
Tour follow-up
- Tour outcome captured (interested, not interested, applied)
- Objection captured (price, location, unit features, commute)
- Next-step task with date assigned
Maintenance request
- Ticket created with unit number, issue category, urgency in the resident's words
- Call summary and key quotes attached to the ticket
- Emergency keywords (water leak, no heat, lockout) escalate routing
- Detected severity flags the right tech queue
Complaint
- Linked to the resident record with type, severity, action item
- Manager review flag if a fair housing pattern is detected
- Pattern tagged across multiple contacts at the same property
Renewal conversation
- Resident card updated with renewal interest signal
- Blockers captured (rent increase, maintenance grievance, competitor named)
- Retention task created if the risk score moved
Move-out notice
- Notice intent flagged before formal notice when move-out language appears
- Reason captured, exit interview scheduled
- Last-chance retention task pushed to the regional if risk crossed yellow in the last 30 days
What the asset management view gets you
Asset managers and PE backers do not buy happier residents. They buy operational data flowing into NOI projections. Tour-to-lease delta per property, renewal trend, maintenance SLA against the resident's call timestamp, complaint volume as a leading indicator three quarters out, fair housing exposure as a portfolio risk metric. Same data the regional sees, scoped to the portfolio. Forwardable in one click.
Complaint volume per property feeds CapEx planning three quarters out. Fair housing exposure count turns the quarterly compliance review from a fire drill into an audit log export. Asset managers see the same audit log the regional sees, scoped to the portfolio.
100% of calls scored instead of 2% sampled. Anchor reference is broadband. Multi-family pilots in flight now.
360Broadband - 20,000+ subscribers, 25+ agents
“You created a system who can do my job in five seconds.”
Every phone system. Every PMS. 140+ pre-built connectors.
RingCentral, Vonage, 8x8
Same day setupPre-built connectors for the phone systems leasing offices already run. Audio in, structured intelligence out. Webhooks fire flagged calls to the right queue. After-hours emergency keywords route to the on-call tech the same morning.
View RingCentral, Vonage, 8x8 IntegrationKnock by RealPage, Leasehawk
5-10 working daysNative integrations for the leasing-specific phone stack. Call data flows through the same pipeline. Tour-to-lease attribution maps back to the source system without manual reconciliation.
View Knock by RealPage, Leasehawk IntegrationAppFolio, Buildium, Yardi, RentManager, Entrata
5-10 working daysNotes, tasks, and flags written into the PMS. Prospect record, follow-up task, maintenance ticket with the resident's exact words attached, retention task when the risk score moves. The PMS stays the system of record.
View AppFolio, Buildium, Yardi, RentManager, Entrata IntegrationResMan, MRI, RentCafe Connect
5-10 working daysMid-market and enterprise PMS coverage through the same write-back model. Spec goes to your PMS team in writing before any code touches your environment. Leasing agents see no difference in their workflow on day one.
View ResMan, MRI, RentCafe Connect IntegrationCommon questions from multi-family operators
See every leasing call, not just the 5% your regional listens back to.
A QA manager runs $75K-$90K loaded and reviews 5% of calls. QueSee scores 100% at $70 per agent per month. A 40-agent portfolio runs about $2,800/month for full coverage. Save one renewal per quarter at $1,800 monthly rent and recover $21K of annual revenue. Cost recovered in the first save. 11-day setup. 14-day free trial - no credit card.