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EAS Daily Call Report: 2026-06-09
Scope: all 24 EAS teams, 2026-06-09 00:00 through 24:00 MDT (172 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 the day's 1 Unbooked call, every repeat-caller sequence, and all flagged anomalies (83 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 25 |
| Unbooked | 1 |
| Excused | 146 |
| Transferred (any result) | 43 |
| Silent / no-engagement calls | 34 |
A caveat on the Unbooked count: the day's classifier put nearly everything into Excused, including the lost-opportunity calls dispositioned in Findings 4 and 5, and the single Unbooked call actually ended in a booking (Finding 6). Read the Topline with that in mind.
Bookings completed cleanly where the flow ran end to end: 25 across 12 stores, including Chatfield (two Subaru oil changes on one call), RSG Offroad (Tacoma alignment, FJ Cruiser oil change, Sprinter hitch check, comeback brake-noise drop-off), Antero (Equinox ball joints and belts, Acura maintenance light), Aurora (Telluride brake inspection, Tesla flat-tire slot), Total Auto (4Runner pre-purchase inspection), and Ponderosa (same-day Tahoe alignment at 6:03 AM).
Finding 1: transferred callers are calling right back (6+ stores)
Same signature as 06-11, and today a customer said it out loud. The agent forwards the call, the caller redials within 1 to 2 minutes, often more than once, and several gave up on dead air.
| Store | Window | Calls | Forward destination | Evidence |
|---|---|---|---|---|
| Total Auto | 2:02 to 2:03 PM | 3: 1, 2, 3 | (970) 900-6735 | John Conway, needing his Park Avenue to pick up his wife "in about ten or fifteen minutes," transferred twice; third call: "You keep sending me over there, but they don't answer" |
| RSG Offroad | 12:09 to 12:13 PM | 4: 1, 2, 3, 4 | (720) 519-3300 | Caller for Justin transferred twice in 4 minutes; the redial in between collapses into "Oh my god." at the gating question |
| Davis Repair | 3:09 to 3:13 PM | 5 in 4 min: 1, 2, 3, 4, 5 | (303) 790-4789 | Same caller, same opener ("calling to check up on the status of my car"), transferred three times, never reached anyone |
| Expert 4WD | 4:03 to 4:04 PM | 3: 1, 2, 3 | (970) 278-9119 | Debbie Lobato transferred three times in under 2 minutes on a Toyota status check |
| 5th Gear | 2:15 to 2:17 PM | 3: 1, 2, 3 | (303) 466-6552 | Judy from Classic Collision trying to pay an invoice, transferred twice; third call is 12 seconds of dead air |
| Colorado Springs | 3:06 to 5:38 PM | 6 (3 callers): 1, 2, 3, 4, 5, 6 | (719) 999-4210 | Three separate transfer-then-short-redial pairs across the afternoon (Juan status check, vehicle update, quote follow-up) |
Smaller two-call pairs with the same shape: Davis Repair repair-approval caller at 11:40 and 11:41 AM, Aurora Mississippi ride-pickup caller at 5:21 and 5:22 PM, Englewood vacuum-repair caller at 12:34 and 12:35 PM, Platte marketing caller at 8:35 and 8:36 AM, and a 5th Gear recommendations caller at 4:48, 4:49, and 4:57 PM.
The agent behaved correctly in each case. The Conway quote is the first direct customer statement on record that the forwarded leg goes unanswered; revenue-bearing calls (invoice payment, repair approval, same-day pickups) are inside this loop. Same ask as 06-11: confirm what happens after the forward.
Finding 2: the message/callback path shows cracks
Jamie Rodriguez, RSG Offroad. At 12:02 PM he returned Andy's call and was transferred. He redialed at 12:03 PM ("you were trying to put me through to the service shop") and left a callback message instead. At 5:31 PM he was still waiting: "I was supposed to pick it up today... they didn't call me. They said it would be ready today... and now I don't have a ride. And I'm just sitting here," then "Is there someone there right now, or is this just an answering service?" The shop closes at 5:30; his two further attempts at 5:35 and 5:38 PM reached only the greeting.
The 12:03 PM message call has empty post-call metadata: no call reason, caller name "Unknown", summary "Unknown", despite a complete 2-minute transcript with name, number, and vehicle captured. The same failure hit Annette Rogers, Windsor, 10:06 AM, also a clean message call (2009 Murano status update, callback number captured), also reason-less and "Unknown" in metadata. Both failed-processing calls today were message calls; if shop notification depends on that post-call pipeline, neither message may have been delivered. Jamie's stranded evening is consistent with that hypothesis. Needs platform verification.
Also in this bucket: Andrew Garlic, 5th Gear, 7:41 AM needed to approve work on his Altima and asked for a callback "as soon as possible." He re-called at 8:08 AM still asking for a team member, then hung up on a 5-second attempt at 8:27 AM. Approval-blocked work sat waiting on that callback.
Finding 3: the agent cannot see appointments that demonstrably exist (4 callers)
- Lu Yu, Cooper's, 9:00 AM: "I just got a text message reminding me of my appointment tomorrow. The text message says ten o'clock. I thought my appointment is for nine." The agent found his account but no appointment under his name, number, or vehicle, and submitted a new 8 AM drop-off. The reminder text proves an appointment exists somewhere; there are now potentially two records and three times (8, 9, 10) in play.
- Caroline Somers, Cooper's, 5:50 PM: booked in person at the shop days earlier; agent: "there aren't any upcoming appointments showing for you right now." A new Friday 8 AM request was submitted; if the in-person Thursday booking exists, it is now duplicated.
- Emma Mcdonald, Antero, 12:24 PM: called to confirm her June 22nd request; "I don't see any upcoming appointments under your name for June 22nd or any other date." Rebooked for June 22nd at 8 AM.
- Joy Koch, 5th Gear, 12:27 PM: her car was dropped off that morning, yet "I don't see any upcoming appointments or vehicles listed under your account right now." Transferred, then redialed at 12:29 PM: "I'll try the shop later."
The agent's recovery (submit a new appointment request) keeps the customer, but at the cost of probable duplicate appointments on the shop board. Whether this is sync lag, lookup keying, or unconfirmed "requests" never landing needs a platform answer.
Finding 4: quote requests still have no path
The same deflection fired near-verbatim on at least five pricing calls: "I totally understand wanting an idea upfront. The safest way to avoid guessing is to have an EAS certified tech look at it first," followed by the no-charge visual inspection pitch.
- Jan Biotron, 5th Gear, 4:57 PM (3 min 49 s): Bilstein B6 struts for his Volvo XC70. The shop has already inspected the car and recommended the shocks: "They've already been there. They said need shocks... So will they just go ahead and give me a quote?" Settled for a callback message.
- RSG, 11:56 AM: upper ball joints estimate "for some work that you guys did before." The pitch prompted "are you a robot?" then "Representative."
- Trent Arthur, RSG, 9:04 AM: cracked headers replacement estimate; asked for a representative "over the phone," got a message.
- Aurora Mississippi, 5:22 PM (Durango head gaskets), Ponderosa, 5:37 PM (Mercedes brakes, explicitly asked for "a ballpark figure"), and Aurora Tower, 8:57 AM (transmission flush) all got the identical pitch; the Tower caller switched to asking for "customer service."
- Adjacent: Russell Agnew, 5th Gear, 11:22 AM only wanted an existing quote re-emailed; Tim Lathan, Total Auto, 10:09 AM wanted to review the quote Dylan had just sent him. Both became callback messages.
Contrast: wired-in pricing works. RSG quoted "oil changes start at eighty four dollars and thirty six cents after taxes" at 7:24 AM and cleanly captured a Friday-morning waitlist follow-up when no slots showed.
Finding 5: bookable customers lost
- Colorado Springs, 4:46 PM: "Is this an AI?... I need to speak to one... I'm not sure if I'm gonna do business with you now because I can't seem to get a hold of one... I'm gonna try some other business." The agent asked the service-gating question twice and never offered a transfer in the 66-second call. Stated loss to a competitor.
- Jason Hill, Colorado Springs, 3:21 PM: first-time customer with a flat tire on a 1973 Dodge Dart, wanted to wait with the car. "This location handles them as drop-off appointments rather than waiters." His close: "Yeah. Never mind. I'm not leaving my vehicle." Same waiter-only gap as the Lindsay call in the 06-11 report.
- Davis Repair, 6:20 PM: comeback complaint ("I just picked up my car, and it has a check engine light"), same number as the 3:09 to 3:13 PM redial loop in Finding 1. The agent said "We're open until 6 PM today" on a 6:20 PM call, and the caller left with no message captured: "It's okay. I'll just call back tomorrow."
Finding 6: the day's disposition labels are unreliable
- The day's only Unbooked call (Richard Flores, Windsor, 11:16 AM, labeled UNBOOKED_PRICE_CONCERN) actually ended in a booking: "I'll get this appointment request submitted for your 2014 Buick Encore drop-off in about fifteen minutes."
- A successful Crestline reschedule (J Vinay, 6:19 PM, oil change moved to Friday 2 PM) is labeled UNBOOKED_TIME_CONCERN / Excused.
- Two completed message calls have null reason and "Unknown" summaries (Finding 2).
- Net effect: 146 of 172 calls landed in Excused, and the genuine misses of the day (Findings 4 and 5) all carry Excused labels. Dashboard booking stats for 06-09 under-report lost opportunities.
Finding 7: smaller observations
- Locked doors at opening, Thornton. Marissa Cornella, 7:14 AM was outside for a drop-off: "they told me at seven o'clock" but the doors were locked and the agent said the shop opens at 7:30. She had to be at work by 7:30; the agent took a you-have-a-customer-waiting message.
- Stale or incomplete availability. Windsor offered Richard Flores "8 AM" as the earliest morning slot at 11:16 AM ("It's already eleven," he replied). Crestline listed Friday openings as "8 AM, 9 AM, 10 AM, and 12 PM," then agreed 2 PM was available the moment the caller asked for it.
- Transfer vs message handling flips within a minute. George Parra, Expert 4WD was transferred on a status check at 4:12 PM; his 4:13 PM redial of the same question got "I can't access live vehicle status updates" and a message flow. Same split at Total Auto between John Conway (transferred, Finding 1) and Tim Lathan ("I can't connect you directly with Dylan").
- Reschedule saved, but "next week" was 2 days out. Brady Sugui, Aurora Mississippi called at 7:31 PM to cancel the inspection he had booked at 5:06 PM for the next morning ("It will not be ready"). The agent's keep-the-appointment move worked, but when Brady asked for "next week" it offered "Thursday, June 11th," two days out, as next week. Re-cancel risk.
- Connection drops before a call sticks. A Total Auto caller needed four dials: three sub-5-second drops between 1:52 and 2:03 PM before a completed 2:07 PM call about getting same-day repairs on his Silverado.
- Silent calls: 34 of 172 (27 labeled silent plus 7 sub-10-second hangups with no reason code). At least a dozen sit inside the Finding 1 and 2 redial sequences, so the misdial read undercounts real customers failing to engage.
The day's 1 Unbooked call, dispositioned
| Time (MDT) | Store | Caller | Verdict |
|---|---|---|---|
| 11:16 AM | Windsor | Richard Flores | Mislabel: same-day inspection drop-off was booked in-call; the price question got the inspection pitch instead of a number (Findings 4, 6) |
The day's real lost-opportunity calls were labeled Excused; they are dispositioned in Findings 4 and 5 above.
Recommended actions
Shop-side (EAS):
- Confirm front-office lines rang through and were staffed during the Finding 1 windows at Total Auto, RSG, Davis Repair, Expert 4WD, 5th Gear, and Colorado Springs. John Conway's "You keep sending me over there, but they don't answer" is a direct customer report.
- Check that Jamie Rodriguez (RSG) got his 4Runner pickup resolved; at 5:31 PM he was stranded without a ride and had been waiting on a callback since noon.
- Work today's callback queue: Andrew Garlic work approval (5th Gear, asked ASAP at 7:41 AM), Jan Biotron struts quote, Trent Arthur headers quote, Tim Lathan quote review, and Judy at Classic Collision's invoice payment.
- Cooper's: dedupe Lu Yu (reminder text says 10:00, new 8 AM request submitted) and Caroline Somers (in-person booking plus new Friday request) before tomorrow morning.
- Thornton: reconcile the 7:00 vs 7:30 AM drop-off opening; Marissa Cornella says she was told 7:00.
Platform-side (Avoca):
- Pull transfer-leg outcomes for the Finding 1 calls to separate "rang out" from "answered then redialed anyway."
- Investigate the two calls with empty post-call metadata (null reason, "Unknown" summary) and confirm their messages reached the shops; both were message calls (Jamie Rodriguez 12:03 PM, Annette Rogers 10:06 AM).
- Appointment lookup (Finding 3): four callers had appointments the agent could not see (reminder text, in-person booking, June 22nd request, same-day drop-off). Determine whether this is sync lag, lookup keying, or unconfirmed requests, and rein in the duplicate-booking workaround.
- Quote path: same ask as 06-11. The inspection-pitch deflection fired near-verbatim on five pricing calls and triggered two are-you-a-robot rejections.
- Disposition QA: the 06-09 Unbooked/Excused labels do not survive transcript review (Finding 6); consider re-running classification for the day and sampling adjacent days.
- Review what gates transfer vs message: identical requests one minute apart got opposite handling at Expert 4WD, and the agent claimed "open until 6 PM" on a 6:20 PM call at Davis Repair.
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.