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EAS Daily Call Report: 2026-06-11
Scope: all 24 EAS teams, 2026-06-11 00:00 through 24:00 MDT (94 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 all 19 Unbooked calls, all repeat-caller sequences, and flagged follow-ups (33 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 7 |
| Unbooked | 19 |
| Excused | 68 |
| Transferred (any result) | 25 |
| Silent / no-engagement calls | 12 |
Bookings completed cleanly where the flow ran end to end: Lakewood (mailer oil change), Englewood (brakes + check-engine), Windsor (Mustang AC, Ram oil change), Davis Repair (Acura A16), Thornton (tire warranty), Aurora (C-Max multi-item).
Finding 1: transferred callers are calling right back (5+ stores)
The strongest pattern of the day. The agent says "please hold while I connect you," the call logs as Assistant-Forwarded, and the same customer redials within 1 to 2 minutes. On the dashboard each of these looks like a successful transfer. The transcripts say otherwise: callers are not reaching a person on the forwarded leg.
| Store | Window | Calls | Forward destination | Evidence |
|---|---|---|---|---|
| Englewood | 1:37 to 1:41 PM | 5 in 5 min: 1, 2, 3, 4, 5 | (303) 788-1758 | Same caller (vehicle-status check, limited English) transferred five consecutive times, never reached anyone |
| Windsor | 2:09 to 2:10 PM | 2: 1, 2 | (970) 686-2239 | Nan Saxel, urgent (sick pet, needs car back): second call opens "I just went round the circle. Should I call the other number that I have?" |
| RSG Offroad | 12:00 to 12:04 PM | 5 (3 callers): 1, 2, 3 | (720) 519-3300 | Michael Bravobank transferred, redialed 1 min later: "I seem to only be getting an AI service," settled for leaving a message |
| Aurora | 9:32 to 10:11 AM | 3: 1, 2, 3 | (720) 870-9910 | Same caller (vehicle in shop, wants the staffer he spoke with) transferred three times in 40 minutes |
| Ponderosa | 4:11 to 4:13 PM | 2: 1, 2 | (303) 805-2066 | Mid-booking coolant flush handed off for towing coordination; caller back 2 min later, transferred again |
| Aurora Mississippi | 12:16 to 12:18 PM | 2: 1, 2 | (303) 743-9800 | Quote caller asked for a human, was transferred, redialed 2 min later and gave up after 6 seconds |
The agent behaved correctly in every case. The open question is what happens after the forward: line not answered, ring-back loop, or staff unavailable in those windows. Needs confirmation from the telephony side and from the shops.
Finding 2: bookable customers lost to flow gaps
These two callers wanted appointments and left without one or a follow-up.
Jones Benoit, Aurora, 5:39 PM (3 min 53 s). Check-engine light plus squealing noise on a 2019 Volvo S90. Gave name, number, vehicle, symptoms, preferred mornings. The agent never offered a time. Instead: "I'll need to take a message so the team can follow up and help you schedule," and separately admitted "sometimes I need to have the in-shop team follow up... when the system can't book a slot right away." The customer got suspicious ("so this is not the shop that I called? Is this like a call center?"), declined the callback, and hung up. He redialed at 5:43 PM for 7 seconds, then called once more at 6:11 PM to ask about diagnostic fees. Likely lost.
Saul Rodriguez, Cooper's Automotive, 7:36 PM (1 min 5 s). First-time customer scheduling an oil change. Mid-flow he asked "is there any availability for tomorrow?" The agent refused to answer until it had year, make, and model. He hung up.
Finding 3: quote requests have no path
Three callers wanted ballpark pricing for known work. All three received the "no-charge visual inspection" pitch instead of a number or a pricing follow-up.
- RSG, 12:00 PM: full hunting-rig build quote (lift, tires, bumpers, winch) on a 2018 Tacoma. Call ended without booking or message.
- RSG, 4:15 PM: suspension and lift kit quote on a Sienna, referred by Cooper's. Asked to talk to a person, transferred.
- Aurora Mississippi, 12:16 PM: already-diagnosed timing cover reseal and oil pan gasket on a Mazda CX-5. Asked "are you AI? Can I talk to a person?", transferred (see Finding 1).
For RSG specifically, custom-build estimates are the shop's core sales motion. Contrast: oil-change pricing IS wired up (5th Gear quoted $84.36 plus same-day availability accurately at 11:19 AM).
Finding 4: customer-record lookups failing for returning customers
- DD Haeg, Lakewood, 6:35 PM: prior AC inspection months ago, no vehicles or history found under her number or alternate name (Marcy Haeg). Possibly pre-acquisition (Merrell) records. Message taken, handled gracefully.
- David Sailer, Windsor, 2:41 PM: Sequoia "was actually just in there," yet no vehicles on file. That gap plus "I don't have live staffing details" pushed him to ask for James and reject the agent.
Finding 5: status-check handling is inconsistent across stores
Most stores transfer vehicle-status calls to the front office. Aurora Tower instead says "I'm not able to see live updates" and starts a message flow; Michael Shippee (4:30 PM) hung up partway through it.
Finding 6: smaller observations
- Transfer gating friction. When a caller asks for a person by name, the agent asks "are you looking to get your vehicle in for service?" and often re-asks after a clear answer. One Aurora caller got six clarifying questions over 1 min 52 s before the transfer; an RSG caller asked for Andy three times. The question also repeats across the redial loops in Finding 1 with no memory of the prior call.
- Comeback complaints worth shop follow-up: Barry Durham, 5th Gear, 10:38 PM (Jeep died again a month after major work, overnight drop-off, wants a morning call); Michael Bravobank, RSG (brake and suspension noise after recent service, asked for a callback between 2:30 and 3:30 that day). Both were captured as messages; confirming the callbacks happened matters more than usual here.
- Add-on work taken on trust. Zachary Carroll (RSG, 2:07 PM) added cab-mount bushings to Monday's appointment; the agent said "you're all set" but this lives as a message, not an appointment change. Fine if the team sees it before Monday.
- AI-to-AI call. The 5th Gear price check at 11:19 AM was a Google automated agent calling on behalf of a customer. The agent handled it correctly; it lands in Unbooked stats.
- Silent calls: 12 of 94, including back-to-back pairs at Kipling and Total Auto. Most look like misdials; the RSG 12:01 PM one was a real customer whose audio was never captured.
All 19 Unbooked calls, dispositioned
| Time (MDT) | Store | Caller | Verdict |
|---|---|---|---|
| 8:28 AM | Aurora Mississippi | Kay (fleet truck) | Offered same-day slot, checking with driver. Legit |
| 11:19 AM | 5th Gear | Google automated agent | Price check, answered accurately |
| 12:00 PM | RSG | Landon Miller | Quote path (Finding 3) |
| 12:03 PM | RSG | Michael Bravobank | Reject-agent, transfer apparently failed (Finding 1) |
| 12:03 PM | RSG | (for Andy) | Wanted a person re: estimate, transferred |
| 12:04 PM | RSG | Michael Bravobank | Callback message after failed transfer (Finding 1) |
| 12:16 PM | Aurora Mississippi | (Mazda CX-5) | Quote path, transferred, redial suggests transfer failed (Findings 1, 3) |
| 2:41 PM | Windsor | David Sailer | Reject-agent, aggravated by missing records (Finding 4) |
| 3:45 PM | Englewood | Dennis | Mailer oil change, checking vehicle specs first. Legit |
| 3:48 PM | Englewood | (mailer caller) | Hung up mid-flow while giving phone number. Unclear |
| 4:11 PM | Ponderosa | (coolant flush) | Tow coordination handoff mid-booking (Finding 1) |
| 4:15 PM | RSG | Kevin | Quote path, transferred (Finding 3) |
| 5:39 PM | Aurora | Jones Benoit | Flow gap: no slot offered, callback declined (Finding 2) |
| 6:04 PM | Total Auto | (hitch inquiry) | Confused caller never offered a transfer, hung up unserved |
| 6:11 PM | Aurora | (diag fee) | Fee question answered with inspection pitch, caller left |
| 6:23 PM | Arapahoe Crossing | Reuel Hunt | Tow needed, message taken, handled well |
| 6:35 PM | Lakewood | DD Haeg | Records gap, message taken, handled well (Finding 4) |
| 7:36 PM | Cooper's | Saul Rodriguez | Flow gap: rigid slot-filling order (Finding 2) |
| 10:38 PM | 5th Gear | Barry Durham | Overnight drop-off comeback, handled well |
Recommended actions
Shop-side (EAS):
- Confirm front-office lines at Englewood, Windsor, RSG, Aurora, and Ponderosa ring through and were staffed during the windows in Finding 1.
- Verify the Bravobank (RSG) and Durham (5th Gear) comeback complaints got their callbacks.
- Confirm Zachary Carroll's bushing add-on reached Monday's work order.
Platform-side (Avoca):
- Pull transfer-leg outcomes for the Finding 1 calls to separate "rang out" from "answered then redialed anyway."
- Investigate why Aurora offered no availability for the Jones Benoit diagnostic visit (service-type config vs availability lookup failure).
- Consider letting the agent answer generic availability questions before vehicle capture, and always capture a fallback (message or callback) when a requested visit type is unavailable.
- Review the transfer gate: one clarifying question maximum when a caller names a person, and skip it when the same caller redials within minutes.
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.