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EAS Daily Call Report: 2026-06-13 (Saturday)
Scope: all 24 EAS teams, 2026-06-13 00:00 through 24:00 MDT (119 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 26 Unbooked calls, all repeat-caller sequences, the reschedule/cancel/complaint calls, and flagged follow-ups (69 transcripts total).
Topline
| Result | Count |
|---|---|
| Booked | 11 |
| Unbooked | 26 |
| Excused | 82 |
| Transferred (any result) | 22 |
| Silent / no-engagement calls | 17 |
Saturday context: this was a light, weekend-shaped day. Three teams logged zero calls (Colorado Springs, Kipling, Loveland). The call mix skewed heavily toward vehicle-status checks (23 FOLLOW_UP_ETA) and after-hours or closed-shop handling. Most EAS stores are closed Saturdays and the agent correctly routed those callers to future weekday slots or messages. A handful of stores are open Saturday and booked same-day: Crestline stated and booked a today slot, and Thornton ("open every day until 5 30 PM"), Aurora Tower ("Monday through Sunday, 7 AM to 6 PM"), Antero, and Cooper's took live calls all day.
Data note: unlike 06-08/09/10 (which logged almost no Unbooked, folding everything non-booked into Excused), booking_result behaved normally today: 26 Unbooked from the field, matching the engaged-but-unbooked set in the transcripts. No label-skew correction was needed.
Bookings that ran end to end in the transcripts reviewed: Antero (Sal Cirone, Wednesday 8 AM gas-line tow-in), Aurora Tower (Kevin Beecher, Friday 7 AM oil change), Centennial (Taresh Aperdsh, Tuesday 10 AM oil change), Cooper's (Jeff Berlin, next-day 8 AM tires), Crestline (Ryan Graham, same-day 8 AM squealing-belt drop-off), Lakewood (Hadleigh Tyler, Monday 7 30 AM, dropping Sunday night), Arapahoe Crossing (Mark Lindstone, Friday June 20 oil change), Thornton (Francis Zacek, repair).
Finding 1: the agent booked a same-day Saturday drop-off at a store it then confirmed was closed
The sharpest issue of the day, and a data-integrity problem, not just a missed booking. Tracy called Centennial with a flat tire she needed handled now.
- Tracy, Centennial, 12:53 PM (2 min 46 s). Full-tread puncture, putting the spare on, wanted to come straight in. The agent set her up: "Since you want to come by as soon as possible, I can set you up for a drop-off right away... I'll note that you'll be here in about an hour... Safe travels, and we'll see you soon!"
- Tracy redial, Centennial, 12:56 PM (2 min 45 s). Three minutes later: "Your app says that you're closed today. Are you actually open?" The agent reversed: "We are actually closed today... since today is Saturday and we're closed, we wouldn't be able to take your vehicle in until we're open again on Monday." She is now waiting on a Monday callback for a flat she has today.
Two consecutive calls to the same store gave opposite answers on whether it is open. The same-store inconsistency, not the closure itself, is the bug: the availability/booking path offered a same-day Saturday slot the hours config does not support. A customer with an active flat tire was told to come in, then told not to.
Finding 2: transferred callers are calling right back (5 sequences, 4 stores)
The recurring forward-then-redial pattern from prior days persisted, smaller on a weekend. 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. These are status-check callers whose cars are physically in the shop, so the forwarded leg matters.
| Store | Window | Calls | Evidence |
|---|---|---|---|
| Aurora | 11:18 to 11:35 AM | 4: 1, 2, 3, 4 | Same caller (2016 Ford Edge in the shop, returning a callback) forwarded four times in 17 minutes; by call 3 just repeating "Representative, please" and "The vehicle's already there" |
| Thornton | 8:26 to 8:28 AM | 3: 1, 2, 3 | Juan (Subaru Legacy status) forwarded three times in under 2 minutes, each call starting over from the greeting |
| Thornton | 3:10 to 3:11 PM | 2: 1, 2 | Oil-change status; redial opens "You said you were routing me to the store?" |
| Cooper's | 7:05 to 7:46 AM | 3 (status + 2 forwards): 1, 2, 3 | Caller whose oil-change appointment could not be found, redialed twice asking only to "Talk to technician," forwarded both times |
| Cooper's | 3:21 to 3:24 PM | 4: 1, 2, 3, 4 | Garrett (Buick Park Avenue status) forwarded, redialed, ended up just saying "Representative" twice |
The agent behaved correctly in every case. The open question is the forwarded leg: rang out, looped back to the AI line, or unstaffed window. Needs confirmation from the telephony side and from the shops.
Finding 3: missed-callback follow-ups for cars already in the shop
Two callers were chasing promised callbacks the shop had not delivered. These are not booking losses, but they are retention risks on vehicles the shop is holding.
- Jeff Mede, Expert 4WD, 5:50 AM and 1:01 PM. 2017 Chevy Traverse in the shop, "supposed to be done yesterday, I was supposed to get a callback, I didn't hear anything," needs to pick it up today. He called pre-open at 5:50 AM, took a message asking for a callback after 10 AM, and called again at 1:01 PM still not having heard back: "I called earlier this morning... and I haven't received a call." His last name transcribed as "Mede" on the first call and "Mayday" on the second, so the two messages may not link to one record.
- Jacob Chong, Aurora Tower, 4:05 PM and 4:08 PM. Nissan Rogue status, "I got a call earlier today that my car would possibly be done today... I know you guys are closing soon." Name lookup struggled (caller said "Jacob Trump," then "Jacobson," before the agent matched Jacob Chong); message taken, then redialed three minutes later and gave the same details over again. Two messages for one pickup question before close.
Finding 4: quote requests have no path
Consistent with prior days, callers asking for a price on known work got the no-charge visual inspection pitch instead of a number or a pricing follow-up.
- Cooper's, 8:16 AM: alternator replacement quote. Got the inspection pitch, asked "Is this AI, or am I talking to an actual person?" and hung up.
- Ponderosa, 1:23 PM: brake pads on a 2024 Chevy Equinox. Inspection pitch, 28-second call, hung up.
- Platte, 1:25 PM: all-wheel-drive fluid service on a 2021 Honda CR-V, asked twice to "narrow the price down," got the inspection pitch, will call back after checking the calendar.
- Aurora, 12:34 PM: rotor resurfacing question, agreed to come in but the call dropped before details were captured.
Contrast: oil-change pricing answers cleanly. An Aurora caller at 3:00 PM was quoted "eighty four dollars and thirty six cents after taxes" instantly. Same number quoted accurately at Aurora (Seven, 1:56 PM) and Aurora Tower (Kevin Beecher booking).
Finding 5: a shop complaint and a comeback worth direct follow-up
- Kyle, Chatfield, 6:35 PM (2 min 7 s). Asked for the owner to call him: "Your shop tried to screw me over and scam me. And I have it on video." He says he went in for "a clamp to be put on, and they tried to scam me for over four hundred dollars." Message taken for the owner, ASAP. This one warrants a direct owner callback, not just a queued note.
- Diane Daniels, Ponderosa, 2:19 PM. "I had my car in yesterday for an oil change, and it's leaking oil now." A comeback the agent moved quickly on, offered a 2 30 PM slot, but the account lookup pulled the wrong location: she had wanted the Parker shop and reached Centennial-area (8273 South Quebec greeting on a "Ponderosa Dr" intro). She decided to look up Parker and call directly. Worth confirming she reached the right shop, since a same-day oil leak after service is time-sensitive.
Finding 6: smaller observations
- Reschedules and cancels handled well, living as follow-ups. Barb Stewart (Centennial, 8:07 AM) moved an oil change from the 17th to the 18th; Madison Gaynor (Thornton, 3:04 PM) moved a diagnosis to Monday after the shop told her no one was available today; Chris Orr (Lakewood, 6:37 PM) canceled a Sunday alignment (wrong parts arrived). In all three the lookup found "no upcoming appointment under your name or number," so each change lives as a message the team must reconcile against the real booking.
- Cross-location confusion on the reschedule line. Rush Shoemaker (Total Auto, 1:19 PM) called to move his wife's Monday appointment to Tuesday, but the appointment was at the Loveland (North Garfield) shop and he reached Fort Collins (South College). The agent correctly redirected him with the Loveland number. The Diane Daniels call (Finding 5) is the same pattern. Cross-shop calls land on the wrong store and the agent cannot move the appointment.
- Saturday-closed handling, done well. Multiple callers were told the shop is closed weekends and routed to a Monday callback or a future weekday slot without friction: Patrick Edward (Davis Repair) wanting a weekend oil change, Curtis Polenz (5th Gear, 10:24 AM) diesel emissions, Milen Ruskov (RSG, 1:08 PM) a fire-pit stock check, and Ethan Lurky (Chatfield, 8:10 AM) an oil-change four-pack question.
- Records gaps on returning customers. Diane Daniels (account found a 2004 Tahoe, not her 2025 Forester); a Cooper's caller (7:05 AM) whose booked oil change ("I wrote it in my calendar as seven to eight") was not on file under Zach Mahler. The "formerly Merrell Automotive" greeting at Lakewood echoes prior pre-acquisition records gaps.
- Out-of-scope requests, correctly declined. Two roadside requests (a Centennial Mercedes Sprinter, 4:26 PM and an Aurora caller with a flashing oil light, 10:54 AM) were told EAS does not do mobile service and pointed to towing.
- Silent calls: 17 of 119, 14 logged EXCUSED_SILENT_CALL plus 3 sub-10-second no-reason calls. Several are paired redials off the repeat-caller numbers above (Cooper's, Platte, Expert 4WD), consistent with reconnect attempts rather than fresh customers.
All 26 Unbooked calls, dispositioned
booking_result logged 26 Unbooked today with no skew, so this table is the field's own set. Every call was reviewed in transcript.
| Time (MDT) | Store | Caller | Verdict |
|---|---|---|---|
| 8:10 AM | Chatfield | Ethan Lurky | Oil four-pack question, follow-up requested, told closed Saturday. Legit (weekend) |
| 8:16 AM | Cooper's | (alternator quote) | Quote path: inspection pitch, hung up on learning it was AI (Finding 4) |
| 9:04 AM | Expert 4WD | David Wheeler | Comeback (check-engine light recurring after service), message for Monday AM. Legit |
| 9:47 AM | Windsor | Corey Weber | Customer-supplied tire mount, undecided on time, will walk in or call back. Legit |
| 10:38 AM | Platte | (Pilot check-engine) | Wanted same-day waiter, no live waiter slot, offered drop-off + rideshare. Availability gap |
| 10:54 AM | Aurora | (flashing oil light) | Wanted mobile repair, out of scope, pointed to towing. Correct |
| 11:20 AM | Aurora | (forwarded) | Brief call, forwarded; no booking captured |
| 11:52 AM | Aurora Tower | (O2 sensor) | Wanted it done now, earliest was Monday 7 AM drop-off. Availability vs same-day demand |
| 12:34 PM | Aurora | Bronson Beaty | Rotor-resurfacing question, agreed to come in, call dropped before capture |
| 12:53 PM | Centennial | Tracy | Hours bug: same-day Saturday flat-tire drop-off offered, then store confirmed closed (Finding 1) |
| 12:56 PM | Centennial | Tracy (redial) | Hours bug: caught the contradiction, took a Monday callback (Finding 1) |
| 1:23 PM | Ponderosa | (Equinox brakes) | Quote path: 28 s, hung up mid-pitch (Finding 4) |
| 1:25 PM | Platte | (CR-V AWD fluid) | Quote path: asked twice to narrow price, will check calendar (Finding 4) |
| 1:26 PM | Davis Repair | Patrick Edward | Wanted a weekend oil change, told closed weekends, will call back. Legit (weekend) |
| 1:49 PM | Platte | (free oil coupon) | Coupon validity question, asked for a person, disconnected |
| 1:56 PM | Aurora | Seven | Oil change, drop-off request submitted in transcript despite Unbooked label. Likely booked |
| 2:02 PM | Aurora Mississippi | Steven Gaston | Availability gap: agent "having trouble checking our live schedule," took a callback for a free-card oil change + AC check (Finding 6 records/avail) |
| 2:19 PM | Aurora | Salem Walta | AC service, same-day drop-off request submitted in transcript despite Unbooked label. Likely booked |
| 2:19 PM | Ponderosa | Diane Daniels | Comeback oil leak, wrong location reached, will call Parker directly (Finding 5) |
| 2:47 PM | Cooper's | Yawen Chuang | Door-handle repair, drop-off booked for tomorrow, then asked for a quote (inspection pitch). Mixed |
| 3:00 PM | Aurora | (oil price) | Price answered cleanly, declined to book. Legit |
| 4:07 PM | Aurora Tower | Laura Collins | Tow incoming, flat tire, wants to leave car outside; message taken. Handled well |
| 4:26 PM | Centennial | (Sprinter roadside) | Out of scope (no roadside), pointed to towing. Correct |
| 4:53 PM | Thornton | Jaden Hernandez | Stuck lug nut, wanted to wait, waiter slots booked, offered drop-off tomorrow. Availability gap |
| 5:31 PM | Total Auto | Russell Nauth | Transmission service, repeatedly asked for an agent, message taken |
| 5:39 PM | Aurora Mississippi | Rachel Chase | After-hours: car towed to the lot, won't start, message taken. Legit (closed) |
Recommended actions
Shop-side (EAS):
- Call Kyle back from the Chatfield ownership directly: he alleges a ~$400 overcharge on a clamp install and says he has video. A complaint at this temperature should not sit in a message queue over the weekend.
- Confirm Tracy (Centennial flat tire) got handled. She was told to come in today, then told the shop is closed; she has an active flat and is waiting on a Monday callback.
- Confirm Jeff Mede/Mayday (Expert 4WD, 2017 Chevy Traverse) and Jacob Chong (Aurora Tower, Nissan Rogue) got their pickup callbacks. Both cars are in the shop and both callers chased a promised callback twice.
- Confirm Diane Daniels reached the Parker shop for her same-day oil leak (a comeback after yesterday's oil change).
- Reconcile the three reschedule/cancel notes against real bookings, since each lookup found "no appointment on file": Barb Stewart (Centennial, move 17th to 18th), Madison Gaynor (Thornton, move to Monday), Chris Orr (Lakewood, cancel Sunday alignment).
- Confirm the front-office lines at Aurora, Thornton, and Cooper's rang through during the Finding 2 windows.
Platform-side (Avoca):
- Fix the same-store hours inconsistency at the root: the booking/availability path offered Tracy a same-day Saturday slot at Centennial while the hours config (correctly) reports the store closed Saturdays. The agent should never offer a slot on a day the store is closed.
- Pull transfer-leg outcomes for the Finding 2 sequences to separate "rang out" from "answered then redialed anyway"; the Aurora 2016-Ford-Edge caller (4 forwards in 17 minutes) is the cleanest repro.
- Give quote requests a capture path (price ranges or a pricing-callback offer) before the inspection pitch; today the alternator caller hung up the moment he realized it was AI. Oil-change pricing already proves the wired-price pattern works.
- Investigate the Aurora Mississippi "trouble checking our live schedule" failure (Steven Gaston): a 9-minute call that should have booked ended as a callback because the schedule lookup would not load.
- Link duplicate messages from the same caller within a session (Jeff Mede/Mayday produced two separate records from one person; Jacob Chong and Tracy each generated two). Saturday status callers redial fast, and split records mean split follow-ups.
- Add a cross-shop reschedule path or a clean handoff: callers reaching the wrong EAS store (Rush Shoemaker, Diane Daniels) cannot have their appointment moved and must redial the correct shop themselves.
- Review the transfer gate on redials: callers who already named what they want and are redialing within minutes should skip the "are you looking to get your vehicle in?" re-ask (the Aurora and Cooper's redial loops hit it every time).
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 |
|---|---|---|
| Tracy flat tire, same-day offer (Centennial) | 2818 | 5a97ebea-ccd2-4594-8988-6ab7b6fefd63 |
| Tracy redial, closed confirmed (Centennial) | 2818 | f9b19c75-3523-4f24-8cd2-958b67bd48b8 |
| Ford Edge status forward 1 (Aurora) | 3061 | 329ceada-54cb-4ee9-9865-e42b11d54e63 |
| Ford Edge status forward 2 (Aurora) | 3061 | d467ceca-d390-494b-858f-bfa46d21be8e |
| Ford Edge status forward 3 (Aurora) | 3061 | 1883af8b-ce8d-45eb-b638-c37f9ba64c0a |
| Ford Edge status forward 4 (Aurora) | 3061 | 8fc730ad-774c-4adb-b527-63dfdd87c82e |
| Juan Subaru status forward 1 (Thornton) | 3068 | d805dd37-1dbb-4f5a-9db8-df59591f714c |
| Juan Subaru status forward 2 (Thornton) | 3068 | aae4f5d0-1851-43cd-9579-38cc991825c9 |
| Juan Subaru status forward 3 (Thornton) | 3068 | 94706426-517a-4bb7-bb09-aab974aca3e0 |
| Oil-change status forward 1 (Thornton) | 3068 | ba9ca174-5ef1-437d-8523-8786050bbf6e |
| Oil-change status redial (Thornton) | 3068 | a59dd8de-ce03-4841-94ee-7cae4b018040 |
| Zach Mahler appointment-not-found (Cooper's) | 3059 | afaaa44a-204a-4ef8-b8b6-47316524b918 |
| "Talk to technician" forward 1 (Cooper's) | 3059 | 49371085-3ae7-4779-9773-621d039075ed |
| "Talk to technician" forward 2 (Cooper's) | 3059 | 7ad61ad7-87b2-4af3-9a9e-d87bea97f72d |
| Garrett Park Avenue status forward (Cooper's) | 3059 | 3d840cda-1da4-4647-a60c-2f4621419223 |
| Garrett redial 2 (Cooper's) | 3059 | 761f091f-fcba-4249-beca-2a24b471dde3 |
| Garrett "Representative" forward (Cooper's) | 3059 | 9043097b-a425-437d-b146-a4b59556ba3f |
| Garrett "Representative" redial (Cooper's) | 3059 | 8a88479f-2fb9-4474-a9e8-b839dd28d9b6 |
| Jeff Mede Traverse pickup AM (Expert 4WD) | 3070 | b711bd8a-5173-4b7a-93f8-2e5117b180d5 |
| Jeff Mayday Traverse pickup PM (Expert 4WD) | 3070 | ef81a3b8-da6b-41aa-b4a3-9f6b07a3c939 |
| Jacob Chong Rogue status (Aurora Tower) | 3063 | 5ac4fa0f-c63c-47fb-bcb4-a1802b03ed76 |
| Jacob Chong Rogue status redial (Aurora Tower) | 3063 | 1e2ecb24-1ae8-4edd-a37e-6a88067717cc |
| Alternator quote (Cooper's) | 3059 | cf16d219-93f4-461d-bad1-f4976cffb4ce |
| Equinox brakes quote (Ponderosa) | 2678 | ed1bed79-1825-4908-8523-f6c173a07d2c |
| CR-V AWD fluid quote (Platte) | 2817 | 8363ac17-74dc-4efb-b5fd-63c7950f358c |
| Free-coupon validity (Platte) | 2817 | ec76bc1d-ca78-49d9-979d-46726f9c7708 |
| Oil price answered (Aurora) | 3061 | 10263349-1a39-4c1d-8702-eed21b97a2c8 |
| Bronson Beaty rotor question (Aurora) | 3061 | 0ceb62f4-d54c-407d-a287-ccb8c85b162d |
| Kyle scam complaint (Chatfield) | 2815 | 384468ef-63bb-47c1-9147-a921843892ce |
| Diane Daniels oil-leak comeback (Ponderosa) | 2678 | bfa6b360-bc72-4f59-af5b-e38cbe27befa |
| Barb Stewart reschedule (Centennial) | 2818 | 3dc970b9-cef8-4f0c-b10e-f794cf8e83f7 |
| Madison Gaynor reschedule (Thornton) | 3068 | ca3ee25d-71d4-4dd9-9261-989f3cdf1a76 |
| Chris Orr cancel (Lakewood) | 3067 | 9dae9107-1ae4-4a78-b18c-7787dd0da281 |
| Rush Shoemaker wrong-location reschedule (Total Auto) | 3073 | d7ed9c63-0d52-4daf-8e8d-eba657ec17f2 |
| Steven Gaston schedule-lookup failure (Aurora Mississippi) | 3062 | 7d9750a4-5680-4380-a469-beee20967cb8 |
| Rachel Chase after-hours tow (Aurora Mississippi) | 3062 | b796c89a-c24a-4003-92d5-aa65d374b0e7 |
| Curtis Polenz diesel emissions (5th Gear) | 3057 | 1da12340-7ed9-42b9-8209-bff1de46ef6d |
| Milen Ruskov fire-pit stock (RSG) | 3072 | 7c716b21-74cf-4f1d-ac37-0db3d89c7b95 |
| Ethan Lurky oil four-pack (Chatfield) | 2815 | f9461abd-c841-4c27-851e-29ae0792d8d4 |
| Patrick Edward weekend oil change (Davis Repair) | 3071 | 4f8b7803-0ca7-42df-ab37-c27fcd3e4c00 |
| Russell Nauth transmission (Total Auto) | 3073 | 4aac8539-6cf5-4cef-b565-9ec33d8fc618 |
| David Wheeler check-engine comeback (Expert 4WD) | 3070 | 87034995-b6e1-4d2b-8ddb-69c90227577e |
| Yawen Chuang door handle + quote (Cooper's) | 3059 | 5a8bb216-acf7-4f49-b9b0-7a71b31a9871 |
| Forwarded brief Unbooked (Aurora) | 3061 | f57c5041-0341-48c6-867c-7b511c0d1543 |
| Seven oil-change drop-off (Aurora) | 3061 | ea9a6b23-7b1f-4439-9762-71e7f42fa49f |
| Salem Walta AC drop-off (Aurora) | 3061 | 0141b6d4-4d54-4c1e-aeb2-4c16d9993c66 |
| O2 sensor same-day demand (Aurora Tower) | 3063 | 1abb55b9-3451-42f8-8a9e-66eef3257c9b |
| Laura Collins tow-in flat (Aurora Tower) | 3063 | bd743065-2ff6-48c8-b83f-6b2b5852b766 |
| Sprinter roadside (Centennial) | 2818 | 296be5e2-2872-44dc-b897-51f166d35c9d |
| Pilot check-engine waiter gap (Platte) | 2817 | de0bdcb0-1c8e-4585-ba75-0e10bc2b1fa4 |
| Jaden Hernandez lug nut waiter gap (Thornton) | 3068 | 3989ee68-d2c5-4f71-89f6-c3bad02ab974 |
| Corey Weber tire mount (Windsor) | 3069 | 74fae432-a809-4e07-967e-2a380d273314 |
| Flashing oil light roadside (Aurora) | 3061 | d9b7f6dc-c1ad-4bf3-a363-b31f9df0d7c1 |
| Sal Cirone booked tow-in (Antero) | 3058 | 8bc5bca6-c14c-4637-b99c-f4ef3b85fa92 |
| Kevin Beecher booked oil change (Aurora Tower) | 3063 | 01ba654d-5bb5-4cd4-9a9d-3120aa620328 |
| Taresh Aperdsh booked oil change (Centennial) | 2818 | 193dd4e2-7d17-4c22-bccc-966e05cae0ec |
| Jeff Berlin booked tires (Cooper's) | 3059 | 844805c7-06ad-4a05-b0ce-3fc8f2d715db |
| Ryan Graham booked same-day (Crestline) | 2816 | 663c212f-9328-4982-af15-cdf3fe7cce62 |
| Hadleigh Tyler booked Monday (Lakewood) | 3067 | 7d3a406e-2fdd-4953-a10c-48c197cbc939 |
| Mark Lindstone booked Friday (Arapahoe Crossing) | 3060 | 0374c402-5362-4641-a6b1-6031f612ea6c |
| Francis Zacek booked (Thornton) | 3068 | b7e384ea-615b-487e-bf7b-e01f85bcfc48 |