Appearance
EAS Daily Call Report: 2026-06-10
Scope: all 24 EAS teams, 2026-06-10 00:00 through 24:00 MDT (107 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 engaged non-booked call, all repeat-caller sequences, and flagged follow-ups (81 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 15 |
| Unbooked | 3 |
| Excused | 89 |
| Transferred (any result) | 37 |
| Silent / no-engagement calls | 10 |
Data note: booking_result recorded only 3 Unbooked today; nearly everything non-booked came back Excused, the same skew seen on 06-08 and 06-09 (06-11 logged 20 Unbooked from the same field). As on 06-08, the dispositioned table below covers every booking-intent call that ended unbooked regardless of label.
Bookings that ran end to end in the transcripts reviewed: Antero (Tina Erickson, re-booked 9 AM waiter oil change), Expert 4WD (Market Escobedo, re-booked 9 AM oil change), Aurora Tower (Chris Goodrow, Friday 7 AM drop-off), Total Auto (Justin Smith, June 25 alignment). Metadata shows 11 more across South Park, Arapahoe Crossing, 5th Gear, Windsor (2), RSG (2), Total Auto (2), Colorado Springs, and Aurora Tower.
Finding 1: transferred callers are calling right back (10 sequences, 8 stores)
The dominant pattern of the day, larger than the 06-11 footprint (10 sequences vs 6). The agent forwards, the call logs as Assistant-Forwarded, and the same number redials within a minute or two. The transcripts say the forwarded leg is not reaching a person.
| Store | Window | Calls | Forward destination | Evidence |
|---|---|---|---|---|
| 5th Gear | 11:17 to 11:19 AM | 3: 1, 2, 3 | (303) 466-6552 | Caller for Caleb forwarded three times in 2 minutes; third call opens "I wanna speak with Caleb, and it keeps going back to you. No one is answering there." |
| Total Auto | 11:07 to 11:08 AM | 2: 1, 2 | (970) 900-6735 | "I was on the phone with Tom, and we got cut off," then on the redial "I was waiting for Tom to pick up in Fort Collins" |
| Total Auto | 11:45 to 11:46 AM | 2: 1, 2 | (970) 900-6735 | Manual-transmission caller redialed: "I was waiting for an agent. You just tried to transfer me. Where is somebody?" Forwarded again |
| Kipling | 11:47 to 11:48 AM | 2: 1, 2 | (720) 306-9977 | Tyler Ring, truck status, already missing a promised callback; redial opens "Didn't I just talk to you?" |
| Arapahoe Crossing | 8:22 to 8:23 AM | 2: 1, 2 | (303) 766-9716 | Honda Accord AC-check status, urgent (other car would not start); redial opens "It's still the same person." |
| Cooper's | 1:37 to 1:39 PM | 3: 1, 2, 3 | (303) 665-3700 | Caller confirming Brandon's inspection report; two forwards a minute apart, then a 2-second third call |
| Davis Repair | 3:00 to 3:01 PM | 2: 1, 2 | (303) 790-4789 | Sergio Castaneda, Acura MDX status; redial: "I called you earlier, and you you said you were gonna route me to the to the team" |
| Expert 4WD | 2:27 PM | 2: 1, 2 | (970) 278-9119 | Ken Cooper returning Dave's call; forwarded, redialed 51 seconds later, settled for a callback message |
| Antero | 9:10 to 9:12 AM | 2: 1, 2 | (303) 708-8855 | Caller for Joe forwarded, redialed 2 minutes later, hit the "are you looking to get your vehicle in" gate twice more and hung up |
| Ponderosa | 2:42 to 2:43 PM | 2: 1, 2 | (303) 805-2066 | Google-reviews vendor; redial: "We just spoke now. You said you hand over to the manager." Forwarded again |
Two longer-horizon re-attempts at Antero point the same direction: the 9:10 AM caller for Joe phoned again at 5:15 PM and was forwarded a third time, and a bookable referral customer (AC dash removal recommended by Carter's Automotive) was forwarded at 1:34 PM after asking "Is this AI talking to me?", then called back at 4:47 PM asking only for "a live person."
Total Auto's destination number took 8 forwards from 6 callers today; two of those callers redialed within a minute saying nobody picked up. The agent behaved correctly in every sequence. As on 06-11, the open question is the forwarded leg: rang out, loop-back to the AI line, or unstaffed window.
Finding 2: the quote wall cost two stated defections today (8 quote calls)
Eight callers asked for prices on known work. All eight got the no-charge visual inspection pitch instead of a number or a pricing follow-up, and two said out loud they were leaving:
- Davis Repair, 6:28 AM (7 min 43 s). Front-brake and labor-rate shopper for a 2017 Corolla, pitch repeated through seven exchanges: "That sounds really shady," then "Go over there now" (the shop down the street that quoted him). Explicit loss.
- Antero, 11:22 AM. Son's truck broke down the day after recent Antero service; she has a dealership bid and offered to send a video for an estimate, since choosing Antero means paying for a tow. Pitch; "So I guess we'll have to go with the dealership." A comeback customer lost on the price question.
- Antero, 8:49 AM: brake pads and rotors before a trip, "it'd be easier to just get a quote from you now."
- Total Auto, 8:54 AM: rotor replacement, "I've already had a a tech look at it"; call ended mid-pitch, followed by a 3-second silent redial.
- Davis Repair, 2:24 PM: pads and rotors on a 2019 HR-V, already tested elsewhere; call ended mid-pitch.
- RSG, 2:43 PM: front-end build install with customer-supplied parts on a 2014 2500; "I'm just calling around getting a rough idea of prices."
- Aurora, 5:58 PM: complete AC service price for a returning customer's daughter; "Well, I I was looking for a price, but okay."
- Windsor, 12:24 PM: tire-mounting price match ($30 a tire quoted elsewhere); "I don't have the ability to adjust or match pricing over the phone."
Contrast: oil-change pricing is wired and answers cleanly. The same Davis labor-rate caller was quoted "eighty four dollars and thirty six cents after taxes" instantly, and an Expert 4WD caller at 7:29 AM got the same number without friction.
Finding 3: Aurora Tower has no path to a person; one customer tried three times in 2.5 hours
Aurora Tower logged 9 calls today and zero forwards; every talk-to-a-person request became a message. The sharpest case: the shop left a voicemail asking Kevin (Toyota Highlander in the shop, 9:48 AM) for more information. He called back to give it, asked for Jason, and got a message flow (which also transcribed his callback number wrong until he caught it: "That's the wrong phone number"). At 10:15 AM, a call from the very number he left as his callback asked for Niko, marked urgent, "as soon as possible." At 12:25 PM the same number said only "Representative," four times, ending with "No. Representative now" against "I'm not able to connect you live right now."
Same store, same gap: Chris Goodrow (4:59 PM) picked up his car, got a malfunction warning on the drive home, and asked for John or Jim "now"; message only. He self-recovered, redialing 3 minutes later to book a Friday 7 AM drop-off, but a just-serviced car showing a new warning never reached a human.
Finding 4: appointment and account lookups disagree with what customers (and the shop's own texts) say
- Tina Erickson, Antero, 11:45 AM. She received a reminder text for "tomorrow at eight" but believed her appointment was at nine. Agent: "I don't see an upcoming appointment under your number for tomorrow." It re-booked her for 9 AM. The reminder text proves a record exists somewhere; the shop may now hold 8 AM and 9 AM versions of the same visit.
- Market Escobedo, Expert 4WD, 2:36 PM. Called to ask whether his oil change was Thursday or Friday; no appointment found; re-booked for tomorrow 9 AM. Same double-booking risk.
- Kristen Burwell, Ponderosa, 6:06 PM. Dropped her van off this morning and was returning the shop's missed call; no recent appointments or vehicles under her number. Message taken.
- Steven Jacobsen, Expert 4WD, 5:01 PM. Returning the shop's call about his vehicle in the shop; no vehicles or appointments on his account (he dropped off without an appointment, so the agent's explanation is plausible).
- Kinanah Alqatli, Aurora Tower, 7:59 AM. Returning customer wanting a Friday oil change, "it's a vehicle I brought you before," but no vehicle on file; the call ended 41 seconds in while the agent re-asked for year, make, and model. No booking, no message.
- Related: Joshua Triplett's same-day 11 AM cancel (Aurora, 7:03 AM) was handled well conversationally but closed with "The team will follow up to confirm the cancellation," so the cancel itself lives as a note.
Finding 5: waiter availability gaps, and walk-ins promised on trust
- Steve Hageman, RSG, 4:57 PM. Returning customer, waiter oil change, no ride home: "I'm not seeing any available wait-while-you-wait oil change appointments through the next two weeks." He took a call-me-if-something-opens note. Echoes the two-week waiter drought seen at Aurora Mississippi on 06-08; either real capacity or an availability-lookup issue.
- Bradford Parker, Kipling, 3:36 PM. Wanted his own Freon put in the AC today; soonest drop-off offered was "next Wednesday at 7 AM." The agent then improvised: bring the Jeep today "and the team will work it in as soon as they can," and extended the same to his mom's Kia Sorento (AC, wipers, door lock). The call logged Excused with no booking; two same-day walk-ins now exist only in this transcript.
- A scripted test call (John Smith, Centennial, 3:14 PM) probed the same seam: oil-change waiter request, told drop-off only, "I'd rather wait, so I'll call somewhere else."
Finding 6: smaller observations
- Comeback worth shop follow-up. Mona Walker (RSG, 6:41 AM): 2012 Toyota FJ smoking and down on power after a tuner RSG installed, possibly not drivable; called pre-open, callback message taken, any time. Confirming this callback happened matters.
- Work authorization living as a message. Jay Correa (Ponderosa, 12:03 PM) approved recommended work over the phone ("you guys are okay to proceed") and asked for the diagnostics follow-up; fine if the team reads it promptly.
- Mid-booking handoff at Englewood's only call of the day. Christine Taylor (12:29 PM), mailer free oil change, was deep in the booking flow for Monday when she asked for an operator and was forwarded. No redial; whether the Monday booking landed depends on the forwarded leg.
- AI-to-AI call. A Google automated agent (Antero, 11:43 AM) shopping F-150 repairs for a customer was correctly given the earliest slot (June 15, 8 AM) and correctly refused a ballpark estimate three times. Lands in Excused stats.
- After a failed forward, the agent read out a direct line. The RSG military-discount caller's redial (10:31 AM) asked for "the phone number so I can talk to them" and was given (303) 232-0709, a different number than the (720) 519-3300 the platform forwards to. Worth confirming which is right.
- Silent calls: 10 of 107, nine of them 9 seconds or less. The one long one, Aurora 11:34 PM, 57 s, captured no caller audio at all before the agent timed out.
All 20 booking-intent calls that ended unbooked, dispositioned
Only 3 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 |
|---|---|---|---|
| 6:28 AM | Davis Repair | (labor-rate shopper) | Quote path: "Go over there now," defected to competitor (Finding 2) |
| 7:03 AM | Davis Repair | Collin Subera | Brake-fluid leak, offered next-day slots, will call back. Legit |
| 7:29 AM | Expert 4WD | (oil price) | Price answered cleanly, will call back. Legit |
| 7:59 AM | Aurora Tower | Kinanah Alqatli | Records gap: returning customer, no vehicle on file, call ended mid-recapture (Finding 4) |
| 8:49 AM | Antero | (brakes before trip) | Quote path (Finding 2) |
| 8:54 AM | Total Auto | (4Runner rotors) | Quote path, ended mid-pitch, 3 s silent redial (Finding 2) |
| 10:02 AM | 5th Gear | (Friday oil change) | Checking schedule, will call back. Legit |
| 11:22 AM | Antero | (broke-down truck) | Quote path + comeback: defected to dealership (Finding 2) |
| 11:43 AM | Antero | Google automated agent | Availability check answered accurately, estimate refused (Finding 6) |
| 12:24 PM | Windsor | Joey | Quote path: price match declined, no fallback captured (Finding 2) |
| 12:29 PM | Englewood | Christine Taylor | Transferred mid-booking on operator request; Monday booking outcome unknown (Finding 6) |
| 1:34 PM | Antero | (AC dash referral) | Reject-agent, transferred; called back 3 h later still asking for a live person (Finding 1) |
| 1:55 PM | Total Auto | Justin Smith | Alignment availability check; booked June 25 on his 4:19 PM redial. Legit |
| 2:24 PM | Davis Repair | (HR-V brakes) | Quote path, ended mid-pitch (Finding 2) |
| 2:43 PM | RSG | (front-end build) | Quote path, customer-supplied parts install (Finding 2) |
| 3:36 PM | Kipling | Bradford Parker | Availability gap: same-day AC need vs next-Wednesday slot; verbal walk-in promise, nothing booked (Finding 5) |
| 4:57 PM | RSG | Steve Hageman | Availability gap: no waiter slots for two weeks, callback note (Finding 5) |
| 5:02 PM | Expert 4WD | Smallwoods | Trying the battery first, will call if needed. Legit |
| 5:37 PM | Ponderosa | (Fiat 500X tires) | Inventory gap: no tire-stock answer available, caller hung up on learning it was AI |
| 5:58 PM | Aurora | (AC service price) | Quote path (Finding 2) |
Recommended actions
Shop-side (EAS):
- Confirm the forwarded lines in Finding 1 ring through and were staffed: Total Auto's (970) 900-6735 took 8 forwards today with two callers saying nobody picked up; same check for 5th Gear, Kipling, Cooper's, Davis, Arapahoe, Antero, and Ponderosa in their listed windows.
- Aurora Tower: confirm Jason (or anyone) called Kevin back about the Highlander; he tried three times over 2.5 hours after the shop itself requested information. Also confirm John or Jim spoke with Chris Goodrow about the malfunction warning before his Friday drop-off.
- Kipling: Bradford Parker and his mom were told to walk in today (Jeep Cherokee Freon recharge; Kia Sorento AC, wipers, door lock) with nothing on the books.
- Antero: reconcile Tina Erickson's appointment (reminder text says 8 AM, new request says 9 AM, June 11). Expert 4WD: same check for Market Escobedo's re-booked oil change.
- Confirm the Mona Walker (RSG smoking FJ comeback) and Kristen Burwell (Ponderosa van) callbacks happened, Jay Correa's go-ahead reached the Ponderosa work order, and Joshua Triplett's same-day 11 AM cancel was processed at Aurora.
Platform-side (Avoca):
- Pull transfer-leg outcomes for the Finding 1 calls to separate rang-out from answered-then-redialed; Total Auto is the sharpest repro (one destination, 8 forwards, 2 same-minute redials with explicit "nobody answered" statements).
- Give quote requests a capture path (price ranges or a pricing-callback offer) before the inspection pitch; today it cost two stated defections, one of them a comeback customer. Oil-change pricing already proves the wired-price pattern works.
- Investigate appointment lookup misses: the Tina Erickson call is the sharpest repro (the platform's own reminder text references an appointment the lookup cannot find).
- Review the transfer gate: one clarifying question maximum when a caller names a person, and skip it entirely on a redial within minutes (the 5th Gear Caleb caller and Antero Joe caller answered the same gate three times each).
- Wire a transfer or escalation path at Aurora Tower (zero forwards across 9 calls) for callers with vehicles physically in the shop, or set a callback SLA the agent can state.
- Verify why booking_result produced 3 Unbooked today vs 20 on 06-11 (same skew as 06-08 and 06-09); it affects day-over-day comparability.
- Walk-in promises ("the team will work it in") should produce a booking artifact or task, not just transcript text (Bradford Parker, Finding 5).
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 |
|---|---|---|
| Caleb redial 1 (5th Gear) | 3057 | c2d8ddce-0033-4ce0-804a-63b0c8c4989d |
| Caleb redial 2 (5th Gear) | 3057 | ba6e7453-116b-4ed0-a3e8-f0769275aea8 |
| Caleb redial 3 (5th Gear) | 3057 | 95ba20d5-4762-4c92-a602-1f01b259a964 |
| Tom cut off 1 (Total Auto) | 3073 | 842b8603-9252-47ad-a863-84d587d35af6 |
| Tom cut off 2 (Total Auto) | 3073 | bc13b128-0c13-4bd8-b8c1-87c3ecd6211f |
| Manual transmission 1 (Total Auto) | 3073 | 64c795e6-4940-408f-ac36-9e5b4839b382 |
| Manual transmission 2 (Total Auto) | 3073 | 911c08ae-23ce-471f-b013-6b4d90dc8272 |
| Tyler Ring 1 (Kipling) | 3056 | 80a5a4d9-441c-4dc8-aca8-2189ec35f7d4 |
| Tyler Ring 2 (Kipling) | 3056 | fb66c13a-c8c4-44f3-985a-cdfb57c1ba22 |
| Honda Accord status 1 (Arapahoe Crossing) | 3060 | 0f098902-09ff-4d76-ab35-7a6cce8d5fc2 |
| Honda Accord status 2 (Arapahoe Crossing) | 3060 | d4280f66-70fe-4ebe-8663-367655d970ad |
| Brandon report 1 (Cooper's) | 3059 | bbe10bbb-2ee7-47fe-9aba-a5b435aac70c |
| Brandon report 2 (Cooper's) | 3059 | e98c2669-b17c-40db-9d5f-872a49d3cd02 |
| Brandon report 3, 2 s (Cooper's) | 3059 | 5a521ad6-bc75-4c6c-8342-ddd006058d01 |
| Sergio Castaneda 1 (Davis Repair) | 3071 | 1392afa4-b10d-4b98-9279-9d7b539d9c2e |
| Sergio Castaneda 2 (Davis Repair) | 3071 | b63ca577-8b11-433a-8cee-6d48ca99d891 |
| Ken Cooper forward (Expert 4WD) | 3070 | a9a9fcae-d787-4fd0-b5c5-65ea74cb9f1c |
| Ken Cooper redial message (Expert 4WD) | 3070 | e1276c17-754f-4c1f-9902-0605f548be0f |
| Joe caller 1 (Antero) | 3058 | 9ac20359-744b-4109-9f04-a6fdc92d05bc |
| Joe caller 2 (Antero) | 3058 | 45d304b5-6538-4878-9058-03ba1c6fc3f4 |
| Joe caller 3, 5:15 PM (Antero) | 3058 | 1bbe4a03-814c-4e45-987a-109168c768aa |
| Google-reviews vendor 1 (Ponderosa) | 2678 | 2bb25929-e3c2-4b65-a1a1-9199e6c33714 |
| Google-reviews vendor 2 (Ponderosa) | 2678 | 196eaafd-7d50-4e48-8749-aac842329bbf |
| AC dash referral (Antero) | 3058 | dd504f47-14bc-486e-b72f-571b61aa5d72 |
| AC dash referral re-attempt (Antero) | 3058 | ccb0a59e-02ca-40d5-afcc-abda93d090b1 |
| Labor-rate shopper (Davis Repair) | 3071 | 82d20594-8087-424b-9f46-c1745a9d4bdd |
| Broke-down truck estimate (Antero) | 3058 | b00466ab-01aa-4592-9a68-8b814743013a |
| Brakes-before-trip quote (Antero) | 3058 | e82c2894-0d6e-4197-938c-d8d019684dfa |
| 4Runner rotors quote (Total Auto) | 3073 | de176784-751c-4145-8afc-ee74a8a18132 |
| 4Runner silent redial (Total Auto) | 3073 | 16c22bd2-a4fb-48ff-825f-792f45d25e2a |
| HR-V brakes quote (Davis Repair) | 3071 | 1228af3a-827e-4f03-b27c-597859b8d1f8 |
| Front-end build quote (RSG) | 3072 | 5f5b037b-6b03-4365-8bce-6fa9efeacff1 |
| AC service price (Aurora) | 3061 | 5789d212-578a-421a-bb61-dd8fd932eb02 |
| Joey tire price match (Windsor) | 3069 | fecf5ee0-9218-4b33-aedc-73647b6738d4 |
| Oil price answered (Expert 4WD) | 3070 | 8c00e5d5-3f72-4c0c-a7dc-609921d113d1 |
| Kevin Highlander callback (Aurora Tower) | 3063 | f50d22f5-05cb-4683-94b7-357c4412a7a1 |
| Niko urgent message (Aurora Tower) | 3063 | fc87e395-8000-4ded-a84d-267ed874fa2c |
| "Representative now" (Aurora Tower) | 3063 | 4af1cdae-dd88-4caf-8298-00e949d864ce |
| Chris Goodrow malfunction warning (Aurora Tower) | 3063 | 0fc9f0d0-17c4-4a92-88e6-3d19dee25346 |
| Chris Goodrow booked redial (Aurora Tower) | 3063 | 932e4147-d09a-44a5-9543-5b7cbb46ba49 |
| Tina Erickson reminder mismatch (Antero) | 3058 | 75568822-967c-497d-b27e-73841552d05d |
| Market Escobedo re-book (Expert 4WD) | 3070 | 4b43fa53-3530-47d2-8eb3-2b67d871eeda |
| Kristen Burwell van lookup (Ponderosa) | 2678 | 6a517fd2-8d2e-4bc0-9440-bb51c225bded |
| Steven Jacobsen lookup (Expert 4WD) | 3070 | 67bdce39-5b40-41c3-8788-d9ff44f814e7 |
| Kinanah Alqatli records gap (Aurora Tower) | 3063 | f48a5c5d-61b9-45cd-9cd9-b7843acbfb2d |
| Joshua Triplett same-day cancel (Aurora) | 3061 | c5f100c0-17d9-4470-a74b-43193258557d |
| Steve Hageman waiter gap (RSG) | 3072 | ed75b1eb-84e0-4ac5-b3af-62437408d252 |
| Bradford Parker walk-in promise (Kipling) | 3056 | 756cfb2d-5883-4ddd-a6b4-0fd5521ba779 |
| Waiter test call (Centennial) | 2818 | 2c6b3cc4-9564-407e-9313-2b068d84a2b9 |
| Mona Walker FJ comeback (RSG) | 3072 | a95e0158-5a73-4c51-b280-82c80644f416 |
| Jay Correa work authorization (Ponderosa) | 2678 | fef16d30-e5a3-4f5e-bcb6-aac07898223d |
| Christine Taylor mid-booking transfer (Englewood) | 3065 | 3e3dfdcb-b183-4b24-8fd1-014753412a4d |
| Google automated agent (Antero) | 3058 | d8abd56b-7d8c-466e-9715-0f1336085b76 |
| RSG direct-number giveaway | 3072 | ececd34a-0ad0-403c-83ca-e4aeee11e7d2 |
| 57 s dead-air call (Aurora) | 3061 | 2aa2d62e-6061-4010-a8a6-337db44b59fc |
| Fiat 500X tire stock (Ponderosa) | 2678 | 04791118-83ee-45e4-8b64-1290c7d7a5f5 |
| Collin Subera brake-fluid leak (Davis Repair) | 3071 | f3a30abc-9198-409e-b4a5-7fdeb19020c8 |
| Friday oil-change callback (5th Gear) | 3057 | 2c7cdc3b-60d2-4ff9-91ad-fa4e442d7328 |
| Justin Smith availability check (Total Auto) | 3073 | 92ad201f-55fd-4b04-9807-4b9704c59d45 |
| Justin Smith booked redial (Total Auto) | 3073 | e3a495c8-308d-4fbf-807a-d45d34e21b82 |
| Smallwoods battery-first (Expert 4WD) | 3070 | 3fab4247-3e2b-4224-a5e2-12b5032f62b2 |