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EAS Daily Call Report: 2026-06-12
Scope: all 24 EAS teams, 2026-06-12 00:00 through 24:00 MDT (111 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 13 Unbooked calls, every repeat-caller sequence, and flagged follow-ups (38 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 12 |
| Unbooked | 13 |
| Excused | 86 |
| Transferred (any result) | 36 |
| Silent / no-engagement calls | 21 |
A Friday, lighter than the week's earlier days (107 on 06-10, 99 on 06-11). booking_result behaved normally today: 13 Unbooked carrying specific reason labels, no repeat of the all-Excused skew seen on 06-08, 06-09, and 06-10. Three teams logged zero calls (Chatfield, Colorado Springs, Loveland); RSG Offroad was the busiest at 16.
Bookings that ran end to end in the transcripts reviewed: Lakewood (Bernardo Rodriguez, same-day alignment), 5th Gear (Ellen Cusimano, Sunday night drop for Monday service), Total Auto (William Black, Monday oil change), Platte (Sean Smiddy, same-day check-engine diagnosis), Davis Repair (Steve Jewett, Monday oil change), Aurora Tower (Sheryl Salazar, June 19 oil change; Jason Crain, Monday oil change), Aurora (Daniel Folsom, Wednesday drop-off), Centennial (Joe Diponzio, Monday catalytic converter), Antero (Maria George, free oil change June 16), Expert 4WD (Jonathan Stark, door-handle confirm; Dylan Deewitt, Monday AC recharge).
Finding 1: transferred callers are calling right back (7 sequences, 7 stores)
The dominant pattern again today, consistent with 06-10 (10 sequences) and 06-11 (6). The agent says "please hold while I connect you," 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 |
|---|---|---|---|---|
| Aurora | 2:28 to 2:29 PM | 2: 1, 2 | (720) 870-9910 | Vehicle promised Thursday, still in shop Friday; redial opens "I just talked to you and you tried calling him, there's no answer. So are they open today?" |
| Ponderosa | 5:11 to 5:14 PM | 4 (Ryan, pickup): 1, 2, 3, 4 | (303) 805-2066 | "I just missed a call... can we pick that up?" Forwarded three times in 3 minutes, then a 5-second drop |
| Windsor | 1:47 to 1:49 PM | 3: 1, 2, 3 | (970) 686-2239 | Caller asking for a manager forwarded three times in 2 minutes, each call a fresh "I'd like to speak with the manager" |
| RSG Offroad | 9:03 to 9:08 AM | 4 (for Andy): 1, 2, 3, 4 | (720) 519-3300 | "Is Andy there?" forwarded twice in 40 seconds, then two more short calls (a stray "20-inch lift kit / cancel" and a 14-second cutoff); see Finding 5 |
| Kipling | 3:06 to 3:07 PM | 2 (Curtis): 1, 2 | (720) 306-9977 | Vehicle-status caller forwarded to Curtis, redialed 1 min later: "I was just speaking to you about getting in touch with Curtis" |
| Expert 4WD | 4:13 to 5:23 PM | 4: 1, 2, 3, 4 | (970) 278-9119 | Truck-status caller, one forward bracketed by three sub-10-second silent or dropped attempts from the same number over 70 minutes |
| RSG Offroad | 4:51 to 4:53 PM | 2 (for Andy): 1, 2 | (720) 519-3300 | Different caller for Andy forwarded, redialed 1 min later with no audio captured |
The agent behaved correctly in every case. The Aurora 2:28 PM redial is the sharpest single repro: the caller states plainly that the forward rang with no answer. Most of these are vehicle-status and pickup calls, which the agent is configured to route rather than handle. 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: quote requests still have no path (4 stores)
Four callers wanted ballpark pricing for known work. All four got the no-charge visual inspection pitch instead of a number or a pricing follow-up. Two ended the call mid-pitch, one rejected the agent and was transferred.
- Davis Repair, 1:14 PM: alternator replacement on a 2017 Toyota Corolla. "Could you just quote me over the phone?" twice; pitch repeated, call ended without a booking or message.
- RSG, 1:47 PM: lift kit on a brand-new, stock Land Cruiser. "I just want a quote. I don't need to bring it in," then "I wanna talk to a human if you can't help me." Transferred (see Finding 1, the 1:47 PM RSG redial 1 min later was a silent drop).
- Kipling, 3:00 PM: "over the phone pricing for a specific repair," a bad turbo on a 2010 Ford Flex. Asked to discuss with a team member, transferred.
- Englewood, 8:05 PM: "I need a tire replaced as soon as possible," asking the price for a 215/60/17. The agent answered with the oil-change price ("Oil changes start at eighty four dollars and thirty six cents") then "I understand wanting a price up front" without giving a tire number. No booking.
Contrast: oil-change pricing is wired and answered cleanly twice today, the same $84.36 figure quoted at Crestline (6:07 PM) and Englewood (8:05 PM). The gap is everything that is not an oil change: tires, alternators, lift kits, turbos.
Finding 3: availability lookup failed mid-booking on two ready-to-book customers
Two callers were captured, gave full details, and asked to book a specific time, then the agent could not reach the live schedule and downgraded the booking to a follow-up request.
- Marcella Ayala, Arapahoe Crossing, 3:58 PM (7 min 24 s). Oil change on a 2018 Honda, wanted to wait at the shop, asked repeatedly "do you have for today?" Agent: "I'm having trouble accessing our live schedule right now, so I can't confirm a 4 30 appointment at this moment... I can take your details and submit your request." Logged Unbooked (UNBOOKED_TIME_CONCERN). The customer agreed to a 4:30 PM slot that exists only as a request.
- Neil Mata, Arapahoe Crossing, 5:31 PM (3 min). Returning customer rescheduling a tire-changeover on a 1985 Buick Regal; "I had one last week, I had to change it." Agent: "I don't see any upcoming appointments currently on file." It quoted live waiter slots, then submitted the agreed 3 PM drop-off as a request (UNBOOKED_PENDING_COORDINATION). Same downgrade: a confirmed-sounding "you're all set" that is actually a follow-up task, not a booking.
Both lived on the same store (Arapahoe Crossing) within 90 minutes. Whether this is a transient schedule-API outage or store-specific config is worth a platform check.
Finding 4: customer-record lookups failing for returning customers
Three returning customers had no vehicles or history on file, two of them explicit about prior work.
- Ellen Cusimano, 5th Gear, 10:35 AM (6 min 9 s). Loyal customer, brakes, AC, and tires done "last year," "spent thousands of dollars," receives the shop's marketing emails. No records under her work number; under her personal number the account exists but "I don't see any vehicles listed." "I'm concerned as why I don't have anything on file." The agent attributed it to a system update ("recorded before our recent system update") even though she insists the work was last year. Booked anyway for a Sunday night drop, concern noted for the team.
- Jacob Dreyer, Davis Repair, 6:13 PM (2 min 24 s). "I just got my truck back from you guys," u-joint whistling after recent service on a 1999 Dodge Ram 1500. The agent's confirmation read him back as a first-timer: "you're not a regular customer here and this was your first visit with us, correct?" He had also called 9:37 AM about the same truck (status check, transferred). Comeback complaint, callback message taken, Monday follow-up.
- Penny Escobell, Aurora, 6:33 AM. Says she rescheduled by text for that day; agent finds the account and the 2015 Lexus RX 350 but "there aren't any upcoming appointments showing for today." "Just as soon as they get this message, so I can take the car in." If the reschedule went through the SMS flow, it may not have synced (same pattern flagged 06-11). Time-sensitive callback.
Finding 5: smaller observations
- Repeat asks for a named person with no live answer. Centennial caller for Hannah ("we've been in discussion about my vehicle") was forwarded at 11:24 AM, called back asking for Hannah again at 12:59 PM and was forwarded again, then a 6-second silent call at 1:02 PM. Worth confirming Hannah connected.
- Transfer gate re-asks on clear status calls. Several status and pickup callers got "Are you looking to get your vehicle in for service?" before the forward, including Aurora Tower Carlos (1:53 PM), who said "He died or get a real person?" and was re-asked the gate; the call ended there without a forward. The same gate repeats with no memory across the redial loops in Finding 1.
- Likely prank or test on RSG. The number behind two of the morning "for Andy" forwards also produced a stray "I need a 20-inch lift kit on a 2001 Toyota Camry" that immediately flipped to "cancel the appointment," and a 14-second cutoff repeating the same line. A 20-inch lift on a Camry is not a real RSG job; flagged so it is not read as lost business.
- Self-recovered transfer. A Platte F-150 status caller (4:20 PM) was forwarded, redialed 2 min later, and the agent notes "the customer found the information they needed." One of the few redials that resolved.
- Comeback complaints worth shop follow-up: Jacob Dreyer (Davis, u-joint whistle after service, Finding 4) and Ellen Cusimano (5th Gear, missing-records concern, Finding 4). Both captured as messages or notes; confirming the follow-ups happened matters more than usual here. Note both Davis and 5th Gear referenced being closed for the weekend, so these land Monday.
- Silent / no-engagement: 21 of 111 (15 EXCUSED_SILENT_CALL plus 6 sub-12-second no-reason calls). Many are the tail of a transfer-redial loop (Ponderosa, RSG, Centennial, South Park). Back-to-back 36-second dead-air pairs at Antero (6:44 and 6:48 AM) and a 57-second 5th Gear call (5:34 PM) captured no caller audio at all.
All 13 Unbooked calls, dispositioned
booking_result behaved normally today (13 Unbooked with specific reason labels, no all-Excused skew), so this table is the labeled set.
| Time (MDT) | Store | Caller | Verdict |
|---|---|---|---|
| 7:16 AM | Cooper's | Lindsay | Flow gap: waiter-only request on a noisy 2006 CR-V, drop-off only offered, no fallback captured; friendly close, nothing booked |
| 11:51 AM | Aurora Mississippi | (used-tire ask) | Info-only: shop sells new tires only, caller satisfied. Legit |
| 1:14 PM | Davis Repair | (alternator quote) | Quote path: asked twice for a phone quote, got the inspection pitch (Finding 2) |
| 1:47 PM | RSG | (Land Cruiser lift) | Quote path, reject-agent, transferred; silent redial 1 min later (Findings 1, 2) |
| 1:53 PM | Aurora Tower | Carlos | Flow gap: brake-service caller asked for a person, hit the gate re-ask, hung up; no transfer (Finding 5) |
| 3:00 PM | Kipling | (turbo quote) | Quote path, transferred (Finding 2) |
| 3:16 PM | Windsor | Alex | Flow gap: mailer oil change, dropped mid-flow while agent re-asked new-vs-returning |
| 3:18 PM | Windsor | (oil change) | Flow gap: same caller redial, dropped 18 s in |
| 3:58 PM | Arapahoe Crossing | Marcella Ayala | Availability gap: ready to book 4:30 PM, schedule unreachable, downgraded to a request (Finding 3) |
| 5:31 PM | Arapahoe Crossing | Neil Mata | Availability gap + records gap: reschedule not found, 3 PM drop-off submitted as a request (Finding 3) |
| 6:07 PM | Crestline | Ken Flowers | Records request: oil-change price answered, repair-order copy request taken as a message. Legit |
| 6:13 PM | Davis Repair | Jacob Dreyer | Records gap: comeback after service read back as first-timer, callback taken (Finding 4) |
| 8:05 PM | Englewood | (tire ASAP) | Quote path: tire price unavailable, answered with oil-change price, no booking (Finding 2) |
Recommended actions
Shop-side (EAS):
- Confirm the forwarded lines in Finding 1 ring through and were staffed during the windows: Aurora (720) 870-9910, Ponderosa (303) 805-2066, Windsor (970) 686-2239, RSG (720) 519-3300, Kipling (720) 306-9977, Expert 4WD (970) 278-9119. The Aurora 2:28 PM caller stated outright the forward rang with no answer.
- Confirm the Hannah callback happened at Centennial (caller tried twice over 1.5 hours) and that Andy connected for the two RSG morning callers.
- Verify the Jacob Dreyer (Davis, u-joint after service) and Ellen Cusimano (5th Gear, missing-records concern) follow-ups land Monday; both shops are closed for the weekend.
- Reconcile the two Arapahoe Crossing requests that did not book: Marcella Ayala's 4:30 PM oil change and Neil Mata's 3 PM drop-off (Finding 3) exist only as follow-up tasks.
- Follow up with Penny Escobell (Aurora) on her appointment status; she is waiting on a callback to bring the car in.
Platform-side (Avoca):
- Pull transfer-leg outcomes for the Finding 1 calls to separate "rang out" from "answered then redialed anyway." Aurora (one destination, explicit "no answer" on the redial) and Ponderosa (3 forwards in 3 minutes) are the sharpest repros.
- Investigate the Arapahoe Crossing availability-lookup failures (Finding 3): two ready-to-book customers within 90 minutes both got "I'm having trouble accessing our live schedule" and were downgraded to requests. Check whether this is a transient schedule-API outage or store config.
- Give quote requests a capture path (price ranges or a pricing-callback offer) before the inspection pitch; today it spanned alternators, lift kits, turbos, and tires. Oil-change pricing already proves the wired-price pattern works ($84.36 quoted cleanly twice).
- Investigate the record-lookup misses for returning customers (Finding 4): Ellen Cusimano had work done "last year" yet shows no vehicles; Jacob Dreyer's just-serviced truck reads as a first visit. The "recorded before our recent system update" explanation does not fit work this recent.
- Review the transfer gate: one clarifying question maximum when a caller names a person or states a status/pickup intent, and skip it entirely on a redial within minutes (the Aurora Tower Carlos call lost a brake-service customer to the gate re-ask, and the redial loops re-ask with no memory).
- Confirm submitted-request downgrades (Finding 3) produce a booking artifact or task the shop sees, not just transcript text; the agent says "you're all set" while the appointment is unconfirmed.
- Check the SMS reschedule path for the Penny Escobell appointment (sync gap, recurring from 06-11).
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.