Analytics: Lead Engagement
Give franchise development leaders a clear view of how consistently their teams follow up with prospects. Lead Engagement organizes activity across calls, emails, SMS, tasks, and remarks, making it easier to identify slow response times, uneven follow-up, and opportunities for more focused coaching.
What’s New
- See engagement by channel: Review calls, Outlook emails, campaign emails, SMS messages, tasks, and remarks in one channel-based scorecard.
- Monitor speed to lead: Track time to first manual contact and see how leads are distributed across response-time ranges.
- Identify follow-up gaps: Analyze engagement and response times by user or lead to see where activity is consistent and where prospects may be waiting.
- Understand engagement coverage: See which channels teams use and when outreach occurs across each day of the week.
- Track changes over time: Compare month-to-date activity with the previous month and analyze weekly, monthly, quarterly, or yearly trends.
Get Started
- Open Lead Engagement from Analytics and select the relevant reporting period.
- Review the channel KPIs to understand overall franchise development activity.
- Use Speed to Lead, response-time, user, and lead views to identify specific follow-up and coaching opportunities.
Brand Consistency: Connect Corrective Tasks to Audit Questions
Turn visit findings into clearly defined, trackable action. Field Business Consultants and owners can create tasks from individual audit questions, ensuring each follow-up action retains the context needed for clear ownership, productive coaching, and accountable completion.
What’s New
- Capture action during the visit: Select Add Task beside a question to create one or more related tasks on web or mobile.
- Give assignees complete context: Each task retains the related question, form tab, and section so the recipient understands what was observed and where.
- Associate tasks created later: Select the franchise and visit, then find the relevant question in a searchable list organized by form section.
- Carry context through follow-up: Question details appear in action plans, visit summaries, task details, notifications, PDF reports, and Excel exports.
- Review related actions efficiently: Filter or sort tasks by question, configure the Question column, and retain the criteria in saved views.
Question, tab, and section details are also supported in workflow email templates and task API responses.
Get Started
- During a visit, open the Visit tab and select Add Task beside the relevant question. Enter the task details and save.
- When creating a task outside a visit, select the franchise and visit before choosing the related question from the Question field.
- Use the Question filter on the task list to review actions connected to a particular audit area.
The value is not the new role setting itself. It is giving authorized corporate teams scalable access to the user experience so they can troubleshoot issues, verify access, and support the network more efficiently.
Administration: Scalable User Impersonation Access
Help Corporate support teams resolve user issues faster by experiencing FranConnect from the user's perspective. Impersonation makes it easier to verify role and location access, reproduce reported issues, and provide more informed support. Role-based provisioning extends this capability consistently as the franchise network grows.
What's New
- Support users in context: Access the same experience as the user to better understand and resolve reported issues.
- Verify access and visibility: Confirm that users can see the correct locations, information, and functionality for their responsibilities.
- Extend impersonation by role: Enable Can Manage Impersonation to make all users assigned to a selected role available for impersonation.
- Extend beyond Corp selectively: Available on Divisional, Regional, or Franchise roles as well, though Corp remains the primary intended use case.
- Include new users automatically: Users added to the role become available for impersonation as soon as the role is assigned.
- Scale coverage as you grow: Maintain consistent impersonation access as users and locations are added across the network.
Note for WMI customers: Account Custom Permissions is no longer available for emulation. Users who had emulation access granted through it have automatically been granted the Can Manage Impersonation Access role permission, so they can continue to impersonate without interruption.
Get Started
- Navigate to Admin → Roles → Role Privileges and select the role you want to configure.
- Enable Can Manage Impersonation and save the role.
- All current and future users assigned to that role will automatically be available for impersonation.
Other Updates
Candidate Coach: Local-Time Delivery for Automated Messages
Deliver automated candidate communications at appropriate local times without manually adjusting schedules across time zones.
Candidate Coach uses each candidate’s local time when sending automated follow-ups and appointment reminders. Follow-ups scheduled outside the 8:00 a.m. to 9:00 p.m. delivery window move to the next available sending time.
Appointment reminders scheduled outside the window are sent at the next eligible time only when they can still provide at least 15 minutes’ notice. Otherwise, they are not sent.
The candidate timeline records any timing adjustment and its reason.
No configuration is required, and the controls apply to automated messages only.
Global Search: Simplified Quick Filters
We've refreshed the Global Search experience to make it easier to access and use. Quick filters are now displayed as compact options directly below the search bar, reducing visual clutter and making it easier to narrow your search to areas such as Store Summary, Owner, Sales Leads, and Library.
You can also press Ctrl + K on Windows or Cmd + K on Mac to quickly open Global Search, and press Esc to close it.
These updates simplify how users access and interact with search, while the underlying search functionality remains unchanged.
FranConnect Mobile App: Performance & Experience Improvements
We’ve upgraded the FranConnect Mobile app with a faster, more reliable foundation. This release completes a comprehensive set of improvements across the app, enhancing performance and enabling faster feature delivery going forward.
You may notice minor UI updates, including standardized calendar formats, improved table alignment, and other consistency enhancements.
A new checkbox is now available on the login screen, allowing you to switch between the classic and new app experience during this transition.
The checkbox will be selected by default for all customers. Your selection will be retained when you log out and log back in and will remain unchanged until you manually update it.