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EAS Daily Call Report: 2026-06-08
Scope: all 24 EAS teams, 2026-06-08 00:00 through 24:00 MDT (125 calls). All times below are shop-local (MDT). Call links open the call (with recording and transcript) in the Avoca dashboard. Method: every call's metadata pulled from the Avoca Enterprise API; full transcripts reviewed for every non-booked engaged call, all repeat-caller sequences, and the longer silent calls (103 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 21 |
| Unbooked | 0 |
| Excused | 104 |
| Transferred (any result) | 9 |
| Silent / no-engagement calls | 15 |
Data note: the API recorded zero Unbooked results for this day; all 104 non-booked calls came back Excused. The 06-11 report shows 20 Unbooked from the same field, so the disposition logic appears to have changed between the two days. Worth confirming with Avoca.
Strong booking day: 21 bookings across 12 stores, mostly oil changes and inspections. Highlights: Chatfield booked a same-day 2 PM oil change for a customer leaving on a trip, Davis Repair got a died-over-the-weekend car in for 7 AM next day, Thornton booked a comeback (Ram 1500 leaking from the same spot after a valve-cover reseal) for 7 AM next day, and Expert 4WD completed a booking despite severe audio trouble (Finding 7).
Finding 1: same-day and next-day appointment changes are failing on lookup (5 callers, 4 stores)
Five callers phoned to cancel or move an existing appointment and the agent could not find the appointment on their account. Every one of these was for an appointment today or tomorrow, so each unfound change is a likely no-show or wasted bay on June 9.
- Noah Adams, Total Auto, 1:41 PM. The agent confirmed, then denied, the same appointment within 30 seconds: "I see you have an appointment tomorrow at 8 AM for your Toyota Sienna" followed by "I don't see an upcoming appointment for tomorrow at 8 AM in the system." He asked for a person, was offered only a message, hung up, and redialed at 1:42 PM to dictate his 8:00-to-9:15 change as a voicemail-style message.
- Clara Tracy, 5th Gear, 3:40 PM. Wanted to move tomorrow's 8:30 drop-off to 9:15. Agent: "I don't see an upcoming appointment on file for tomorrow at 8 30." She hung up while the agent was asking for her truck's year, make, and model.
- Ray Davis, 5th Gear, 3:25 PM. Canceling tomorrow's 8:00 visit for his grandson's 2008 Civic: "I don't see an upcoming appointment" again. He explained and hung up; whether the cancel landed depends on the message.
- Maya Burns, Aurora Tower, 6:23 AM. Canceling tomorrow's appointment for a Mazda CX-5. Not found under her number, her name, or Dan Burns. The call ended with no cancel recorded.
- Sarah Ramos, Davis Repair, 8:07 AM. "I have an appointment today" met "I don't see an upcoming appointment listed for today." The agent recovered well, submitting a new drop-off request for Friday June 12 at 9 AM, but the original today-appointment was never located.
Contrast: the lookup worked the same evening at the same store that failed for Maya Burns. Matthew Somsky (Aurora Tower, 5:34 PM) had his Jeep Gladiator oil change found instantly and moved to Tuesday June 16 at 7 AM. Oddity on that call: it logged reason BOOKED_MAINTENANCE with result Excused, so confirming the June 16 slot actually landed is worthwhile.
Finding 2: live transfer works at only 5 of 24 stores; everywhere else "talk to a person" becomes a message
All 9 forwards today happened at five stores: Kipling (8:07 AM, 11:57 AM), Platte (12:07 PM, 1:19 PM), Centennial (1:23 PM, 2:15 PM, 2:16 PM), Ponderosa (1:47 PM), and South Park (2:00 PM). At every other store, business-hours callers asking for a person or a named staffer got the message script: "I'm not able to connect you directly with a specific team member" (5th Gear, 8:20 AM), "I can only take a message at this time" (Antero, 2:20 PM), "I'm not able to connect you directly with Juan or any live team member" (Colorado Springs, 8:11 AM).
The costliest cases:
- Time-critical vendor calls hit the wall. Jessica from Wayne's Towing (Antero, 10:12 AM) had a driver standing at the shop dropping off a Ford and needed payment collected; she said "Representative" twice and got the message flow. Jeff Vickers from Factory Motor (Total Auto, 4:23 PM) was coordinating a parts delivery: "I need person"; the call ended mid-flow.
- Reject-agent callers churn. Jamela Brown (Davis Repair, 9:31 AM) asked for a live person five times ("I would like a real person", "I don't like digital"), settled for a message, then redialed at 9:35 AM, asked once more, declined the message, and hung up.
- The agent sometimes promises a connect it cannot make. Jennifer Belo (Aurora Tower, 8:02 AM), calling about a towed-in vehicle, heard "Let me get you connected with one of the team members who can help you directly," followed seconds later by "I'll get that noted for the team so they can follow up." Jesse Trujillo (Antero, 4:18 PM) was physically at the shop for pickup, was told "Please hold one moment" twice, then got the noted-for-the-team line. A Colorado Springs fleet caller (12:25 PM) heard "I can connect you with a team member for more details. Please hold one moment" and then "I can take a message."
Other message-wall examples, all handled politely but ending in callbacks: Charles Berndt asking for the Cooper's manager (see Finding 7), Chris Mills for James at Windsor, Janet Adelphia returning Jackson's call at Thornton, Samantha for Joe at Antero, and Mark Nunn ("I'd like to talk to someone if I could") at Expert 4WD.
Finding 3: forwarded callers at Centennial and Platte redialed within a minute
The transfer-then-redial signature appeared twice, both at stores where transfers ARE wired:
| Store | Window | Calls | Forward destination | Evidence |
|---|---|---|---|---|
| Centennial | 2:15 to 2:17 PM | 3: 1, 2, 3 | (720) 896-4600 | Matt Dane (car-ready check) forwarded at 2:15 PM; 7-second silent redial 43 seconds later; third call at 2:16 PM forwarded again to the same number |
| Platte | 1:19 to 1:21 PM | 2: 1, 2 | (303) 948-2988 | Paul Robinson ("you guys are actually calling me on the other line") forwarded at 1:19 PM; redial 53 seconds later logged 51 seconds of dead air, agent heard nothing |
As on 06-11, the agent behaved correctly; the question is whether the forwarded leg was answered. Smaller footprint than the 06-11 pattern (2 sequences vs 6), but the same stores-side question applies.
Finding 4: quote requests have no path (5 callers, 1 stated defection)
Five callers wanted a price for known work. All five got the no-charge visual inspection pitch instead of a number or a pricing follow-up:
- Tim, Centennial, 10:43 AM: rough estimate for F-150 work; after the pitch ran twice: "I'll just... I'll find somewhere else. Thank you, though." Explicit loss.
- Thomas, 5th Gear, 11:16 AM: alignment price; "I have a set price on alignment"; pitch repeated; call ended on "No."
- Aurora, 11:29 AM: front and rear brakes plus rotors on an Infiniti QX80; pitch; caller gone in 25 seconds.
- Chatfield, 10:00 AM: shocks and struts for an RX 350; "I'll have to talk to my wife. I'll call you back."
- Total Auto, 4:15 PM: coolant flush price asked three times; "the exact price can vary" twice; caller hung up mid-pitch.
Contrast: oil-change pricing is wired and converts. Ronald Tallman (Aurora Mississippi, 7:57 AM) was quoted "eighty four dollars and thirty six cents after taxes" without friction.
Finding 5: bookable demand stalled by availability gaps
Three callers wanted appointments and ended as callbacks because the calendar could not serve their request:
- Ronald Tallman, Aurora Mississippi, 7:57 AM: new customer, oil change, wants to wait at the shop. Agent: "I'm not seeing any available waiter appointment times showing up in the system for the next couple of weeks." Callback noted. Either a real two-week waiter drought or an availability lookup issue; also misclassified as Follow Up Reschedule.
- John Reed, 5th Gear, 1:23 PM: drop-off for his mother's 2001 Civic on or after June 25. Agent: "the earliest available drop-off appointments are currently in mid-June, but I don't see any openings as far out as June twenty-fifth just yet." The booking window appears to end before his requested date, so a 4.5-minute, fully-captured booking became a message.
- Kelli Kremer, 5th Gear, 11:21 AM: responding to an emailed free AC-check offer, wanted same-day; earliest offered was tomorrow 7 AM; message taken for a same-day attempt. Marketing-driven same-day demand the calendar could not see.
Finding 6: customer-record gaps for returning customers
- Jordan Irwin, Davis Repair, 2:43 PM: wanted a Wednesday appointment; account found but no vehicle attached: "How can you guys not pull up my car"; asked for a real person (Finding 2) and the call ended mid-message-flow. Lost bookable customer.
- Becky Burgess, Platte, 5:22 PM: asked for her 2025 recommended-work report on a 2012 Honda; "I don't see any recent appointments or service records for your 2012 Honda on your account here." Message taken, handled gracefully.
- Jamela Brown, Davis Repair, 9:31 AM: wanted to know what was done on her last repair; no service history or vehicles on file (see Finding 2).
- James Eddington, Colorado Springs, 3:26 PM: account and vehicle found, but "I don't have access to the specific oil grade details from your past visit." Record exists, depth doesn't. Message taken.
Finding 7: smaller observations
- The agent does not hang up after goodbye. Three calls looped "I didn't quite catch that. Could you repeat your answer?" after the conversation had clearly ended. Orlo Ellison (5th Gear) finally said "Hang up now." Michael Connell (Antero) asked "Can you hang up for me?" and was told "You can simply end the call when you're ready." Margie Andrews (Platte) said bye at 3:09 and the agent re-prompted for another 55 seconds before timing out.
- Audio-quality cluster at Expert 4WD. Ken Cooper's 4:37 PM call: "I can't hear you with, like, half the stuff, I think it just goes blank." His 4:40 PM redial from "a better connection" still degraded ("is this a common thing, or is it just strictly our phones not working?") but the booking completed. Earlier the same day, two Expert 4WD calls captured no caller audio at all (11:23 AM, 30 s, 11:30 AM, 21 s). Related elsewhere: Johnna Rodales (Ponderosa, 5:02 PM) gave her name, then nothing she said was captured for the remaining 50 seconds; Lakewood's only call of the day (3:49 PM, 58 s) was pure dead air.
- Operationally significant requests live only as messages. Margie Andrews (Platte, 1:15 PM) gave a work authorization ("I want to authorize the work", everything except the cabin filter) over the phone. Art Trevino (Thornton, 11:57 AM) canceled an $800 cylinder job and needs his truck released today. Olivia Bojan (Cooper's, 8:39 AM) requested synthetic oil for a car already in the drop box. All fine if the team reads messages promptly; all time-sensitive today.
- Comeback complaints worth shop follow-up: Carol van Lanningham (Cooper's, 8:35 AM), car undrivable with multiple codes a week after alignment, wheel, and brake work, may need a tow; Charles Berndt (Cooper's, 8:50 AM), drain plug left unscrewed after Friday service, oil across his garage, wants the manager between 11:30 and 12:30 or after 5:30; Robert Brewer (Davis Repair, 6:39 AM), Jeep Liberty running poorly with a check-engine light after recent injector work, said he would come by around 9:00, but the agent only filed a message ("follow up and confirm your spot"), so he may have arrived to no slot. Contrast: Thornton booked its comeback (Ram 1500 oil leak) straight into 7 AM next day.
- A fleet booking evaporated mid-call. Jake from Juggernaut USA (Kipling, 10:36 AM) wanted to drop two trucks for alignment; the call ended during the agent's model-clarification question with nothing captured.
- Inbound robocall. Windsor's 1:02 PM call was an auto-insurance scam recording; correctly left alone, lands in Excused stats.
- Silent calls: 15 of 125. Mostly greeting-then-hang-up misdials; the longer ones are covered in the audio bullet above.
All 14 booking-intent calls that ended unbooked, dispositioned
Zero calls carried an Unbooked result today (see the topline data note), so this table covers the equivalent set: every call with service or quote intent that ended without a booking.
| Time (MDT) | Store | Caller | Verdict |
|---|---|---|---|
| 6:39 AM | Davis Repair | Robert Brewer | Comeback visit filed as message, not appointment; planned a 9 AM arrival (Finding 7) |
| 7:57 AM | Aurora Mississippi | Ronald Tallman | Availability gap: no waiter slots visible for two weeks, callback noted (Finding 5) |
| 8:03 AM | Arapahoe Crossing | (Kia K5, flat tire) | Same-day drop-off intent, call ended while picking a time, no booking on record. Unclear |
| 8:10 AM | 5th Gear | Larry Garlick | Tow-in for son's undrivable Altima, message taken, handled well. Legit |
| 10:00 AM | Chatfield | (Lexus RX 350) | Quote path: shocks and struts, will check with wife (Finding 4) |
| 10:36 AM | Kipling | Jake (Juggernaut USA) | Fleet alignment drop-off, call ended mid-flow, nothing captured (Finding 7) |
| 10:43 AM | Centennial | Tim | Quote path: said he would go elsewhere (Finding 4) |
| 11:16 AM | 5th Gear | Thomas | Quote path: declined the inspection pitch twice (Finding 4) |
| 11:21 AM | 5th Gear | Kelli Kremer | Availability gap: emailed offer, same-day not servable, message (Finding 5) |
| 11:29 AM | Aurora | (Infiniti QX80) | Quote path: brakes and rotors, pitch, gone in 25 s (Finding 4) |
| 1:23 PM | 5th Gear | John Reed (for Ophelia Reed) | Availability gap: booking window ends before requested June 25 date, message (Finding 5) |
| 2:43 PM | Davis Repair | Jordan Irwin | Records gap + reject-agent: wanted Wednesday, ended mid-message-flow (Findings 2, 6) |
| 4:15 PM | Total Auto | (coolant flush) | Quote path: no price given, hung up mid-pitch (Finding 4) |
| 4:37 PM | Expert 4WD | Ken Cooper | Audio failure; recovered, booked on his redial 3 minutes later (Finding 7) |
Recommended actions
Shop-side (EAS):
- Check tomorrow morning's (June 9) books at 5th Gear, Aurora Tower, and Total Auto: the Tracy (8:30), Davis (8:00), Burns, and Adams (8:00 to 9:15) changes from Finding 1 all failed lookup and live only as messages. Sarah Ramos's original Davis Repair appointment for June 8 was never located either.
- Confirm the Charles Berndt manager callback happened inside his requested window, and that Carol van Lanningham got tow-coordination help (both Cooper's).
- Davis Repair: Robert Brewer planned to arrive around 9 AM June 9 with no booked slot.
- Confirm Margie Andrews's authorize-all-but-cabin-filter instruction reached the Platte work order, and that Art Trevino's truck was released same day at Thornton.
- Confirm the Centennial and Platte front-office lines were answered around 2:15 PM and 1:19 PM (Finding 3 redials).
Platform-side (Avoca):
- Investigate appointment lookup for same-day and next-day appointments (five failures in Finding 1). The Noah Adams call is the sharpest repro: the agent confirmed and denied the same appointment within 30 seconds.
- Reconcile transfer configuration across stores: 5 of 24 forwarded today. Either wire transfers at the rest or stop the agent from saying "let me connect you" and "please hold one moment" where no transfer exists (three examples in Finding 2).
- Make the agent end the call after goodbye instead of looping re-prompts (three examples in Finding 7).
- Give quote requests a capture path (price ranges or an explicit pricing-callback offer) before the inspection pitch; alignment, brakes, and coolant-flush callers all stalled while oil-change pricing answered cleanly (Finding 4).
- Verify why booking_result produced zero Unbooked on 06-08 vs 20 on 06-11 (classifier change vs data issue); it affects day-over-day comparability.
- Check the audio path for the Expert 4WD calls in Finding 7 (two degraded Ken Cooper calls plus two zero-caller-audio calls the same day).
Call IDs for the cited calls
Links open the call in the Avoca dashboard (enterprise 117). IDs shown in full for use with the Enterprise API.
| Caller / event | Team ID | Call ID |
|---|---|---|
| Noah Adams lookup contradiction (Total Auto) | 3073 | b308b9b3-2fb0-4e4b-97eb-99bb89b165a9 |
| Noah Adams redial message (Total Auto) | 3073 | 08eca5b9-d6b7-40bd-9f88-ec22a790d314 |
| Clara Tracy (5th Gear) | 3057 | 8dfae3a0-57f7-489f-a4f0-dbb794c3bfad |
| Ray Davis (5th Gear) | 3057 | e5cd8ae8-fdc8-4131-a90d-99033c785cdd |
| Maya Burns (Aurora Tower) | 3063 | c681418a-4426-4b0f-a404-aca07d3f45c1 |
| Sarah Ramos (Davis Repair) | 3071 | 10d8aa96-7266-428d-af2b-9d8fd214beeb |
| Matthew Somsky reschedule (Aurora Tower) | 3063 | 935667e7-b4df-4444-a9a8-aa9f026e7e3f |
| Kipling forward 1 (Curtis) | 3056 | 117cee79-69c2-468b-83c0-505a7f432185 |
| Kipling forward 2 (Julian for Joel) | 3056 | a273a0ac-139a-4a96-94a1-65c07a60db4e |
| Platte forward (Jimmy) | 2817 | 0b691112-683b-488a-bf52-351d1d5313da |
| Centennial forward (Brian) | 2818 | 19529bde-03d0-4b56-ba42-efbb7cbaa434 |
| Ponderosa forward (Nico) | 2678 | 2231100c-272f-430a-9c33-daf8d7935c07 |
| South Park forward (Victor) | 2819 | be4c8208-391b-46bb-a982-0db351c2097e |
| Matt Dane forward 1 (Centennial) | 2818 | 95668f7f-d2c9-4d5d-b1f5-4466f8439640 |
| Matt Dane silent redial (Centennial) | 2818 | c83d3621-35e9-4bca-855d-d9ad8b9d4b50 |
| Matt Dane forward 2 (Centennial) | 2818 | 06773662-becd-42f7-826e-807ae36fae84 |
| Paul Robinson forward (Platte) | 2817 | a5002453-cae7-4d79-9dfb-bcc0e101883a |
| Paul Robinson dead-air redial (Platte) | 2817 | 9fc51a68-d4e6-454f-a50c-094d235b4c0e |
| Jessica, Wayne's Towing (Antero) | 3058 | 8841f983-d982-419c-b699-a334fb80b9e8 |
| Jeff Vickers, Factory Motor (Total Auto) | 3073 | cb2a6701-0d79-46d6-a67c-89a1d1289496 |
| Jamela Brown (Davis Repair) | 3071 | d4c1e1d1-d17b-4788-8d5e-ce56f40c8972 |
| Jamela Brown redial (Davis Repair) | 3071 | 5338ed93-1823-4156-ba6b-dd505c0d4cc3 |
| Jennifer Belo towed-in (Aurora Tower) | 3063 | 4cec336e-8023-4e71-80ac-9ef9ae886ea9 |
| Jesse Trujillo at-shop pickup (Antero) | 3058 | bbcf770f-6726-4b04-ab47-27639f16093b |
| Fleet towing query (Colorado Springs) | 3064 | 5264736b-3b01-4bb1-9a7b-aa6e65dcde2c |
| Orlo Ellison urgent Sprinter (5th Gear) | 3057 | 1acaf9ba-aa88-46f4-8e60-9a1018a50755 |
| Danny inspection caller (Antero) | 3058 | befdd995-8f3e-47a4-9b58-77bb98669777 |
| Christian, AutoSavvy for Juan (Colorado Springs) | 3064 | 6d137016-27f4-430e-8db7-c527c0239e02 |
| Chris Mills for James (Windsor) | 3069 | 03cd17d5-2731-4a6e-8fc7-49dedd083fbc |
| Janet Adelphia for Jackson (Thornton) | 3068 | 1b07056f-46fe-45ca-950c-65089bc1b627 |
| Samantha for Joe (Antero) | 3058 | 76a07919-7b94-4f36-a2a8-e011a7eaf3ca |
| Mark Nunn progress check (Expert 4WD) | 3070 | a181344c-e651-496f-a738-048a766eac6c |
| Tim F-150 estimate (Centennial) | 2818 | aa2ad767-f182-473e-b993-30e466a1a8a1 |
| Thomas alignment price (5th Gear) | 3057 | 6b5980c0-eb8f-4ff7-8170-08d9c5b9a0da |
| Infiniti QX80 brakes quote (Aurora) | 3061 | df099c0c-08ba-41b9-ad26-5e3dc30f3bf4 |
| RX 350 shocks and struts quote (Chatfield) | 2815 | e4b68936-dcbd-4868-86af-b18d2b80b326 |
| Coolant flush price (Total Auto) | 3073 | 15f8b5a6-40bf-466e-b0a5-974535ab5138 |
| Ronald Tallman waiter gap (Aurora Mississippi) | 3062 | a52cdfb4-6f5c-48b2-b76e-41dee42650da |
| John Reed June 25 booking (5th Gear) | 3057 | 4d344e7f-7044-4086-b5d1-ba7bb7320b18 |
| Kelli Kremer same-day AC check (5th Gear) | 3057 | dc2f418c-54e3-4ec4-a35e-fe1d0d68a8bf |
| Jordan Irwin records gap (Davis Repair) | 3071 | 1c7120fc-5074-4713-8870-a93bc89bff4a |
| Becky Burgess 2025 report (Platte) | 2817 | c087face-c8aa-4a77-8ed0-f04e3f59464a |
| James Eddington oil grade (Colorado Springs) | 3064 | 4bfec145-9075-41e7-b40f-658fcc7067d6 |
| Michael Connell hang-up loop (Antero) | 3058 | ceaaf402-0ea9-44a6-8787-dcdc06c231c0 |
| Margie Andrews work authorization (Platte) | 2817 | c21db3ee-bdd5-407c-a028-0f8c25f4dea4 |
| Ken Cooper audio failure (Expert 4WD) | 3070 | 635203af-8e66-4d00-bafe-2a59a6a5cb22 |
| Ken Cooper booked redial (Expert 4WD) | 3070 | 2e7148d9-931e-4c8c-b0d6-bc0aedf2fb97 |
| No-caller-audio call 1 (Expert 4WD) | 3070 | faeef771-cf6f-41fe-a6ef-bdf95932b825 |
| No-caller-audio call 2 (Expert 4WD) | 3070 | 6cdee98b-260f-4ee2-bdb2-a79c41ae70d6 |
| Johnna Rodales audio loss (Ponderosa) | 2678 | 0c734177-3aab-47f4-b132-0a18baf14955 |
| Lakewood dead-air call | 3067 | 674275c1-4f0a-439a-b945-ba7fdc829a4d |
| Art Trevino cancel and pickup (Thornton) | 3068 | ce1bcf34-cef1-4376-b7fa-42be5772a4e6 |
| Olivia Bojan synthetic oil note (Cooper's) | 3059 | 342392dd-cb69-4fe1-b526-0bebb10cf188 |
| Carol van Lanningham comeback (Cooper's) | 3059 | d3bd05b7-3806-4c9b-b45e-b520576c8fb0 |
| Charles Berndt drain plug complaint (Cooper's) | 3059 | 2fd2f2e5-a440-4acd-b892-b83e38d23d48 |
| Robert Brewer comeback (Davis Repair) | 3071 | ce4cb8bb-569d-41af-aa53-a0d8b3f11173 |
| Thornton booked comeback (Ram 1500) | 3068 | c5170f95-a1e9-4286-9e83-cc7e89e49ae6 |
| Jake, Juggernaut USA fleet (Kipling) | 3056 | eef79056-5ef6-404e-baf6-53f5f32ff1e9 |
| Kia K5 flat tire (Arapahoe Crossing) | 3060 | 2239294a-1b3e-470d-ad9f-6bcd34d38bee |
| Larry Garlick tow-in (5th Gear) | 3057 | 9e8c7b12-2193-4283-a4e3-9dab39d55f21 |
| Insurance robocall (Windsor) | 3069 | a598e679-719b-4afa-b2b9-3aa1ea648df4 |