The visit prior to the visit from the current appointment. ie: If an appointment if booked for April 15, 2011 and the customers shows up the last ro date is April 15, 2011. This field will look back at the last ro date prior to the current visit of April 15, 2011. They are broken out into 6 different categories:
3 Months - Less than or equal to 3 months ago
6 Months - Less than or equal to 6 months ago but greater than 3 months ago.
9 Months - Less than or equal to 9 months ago but greater than 6 months ago.
12 Months - Less than or equal to 12 months ago but greater than 9 months ago.
12+ Months - Greater than 12 months ago.
Never Been Serviced. - Never been in for service prior to the current visit.
For each of the above intervals the appointments are grouped by "InBound" and "OutBound". You will clearly see what the effort is in each of those categories. In other words are they waiting for the phone to ring or are they actively going after the business. If they are going after the business then you will see an Outbound% of 30 or more.
Double click on either Inbound or OutBound to get the detail that makes up the report.