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EAS — Daily Call Report (2026-06-19)
132 calls across EAS (MDT) · 11 after-hours (8%) · classified against EAS's custom call-reason taxonomy.
📄 One-pager summary · 📎 download csv raw data
At a glance
| Metric | Total | During hrs | After hrs |
|---|---|---|---|
| Calls handled | 132 | 121 | 11 |
| Bookable opportunities | 48 (36%) | 44 | 4 |
| Booked (firm) | 18 | 17 | 1 |
| Capture rate — firm ÷ bookable | 38% | 39% | 25% |
| Soft commits (coming in) | 7 | 6 | 1 |
| Booking rate incl. soft commits | 52% | 52% | 50% |
What were the calls? (totals)
Breakdown (details)
Booked (firm) — 18 (14%)
| Reason | Calls |
|---|---|
| Booked | 16 |
| Unbooked - Transferred (had booking intent) | 1 |
| Tow In | 1 |
Soft commit / coming in — 7 (5%)
| Reason | Calls |
|---|---|
| Likely Booked (Soft Commit) | 5 |
| Tow In | 2 |
Unbooked / lost — 23 (17%)
| Reason | Calls | Court |
|---|---|---|
| Unbooked - Transferred (had booking intent) | 6 | Avoca |
| Unbooked - AI Aversion | 5 | Avoca |
| Unbooked - Call Back Later | 4 | Avoca |
| Unbooked - Time Concern | 2 | EAS |
| Booked | 2 | — |
| Unbooked - Rejected Agent | 2 | Avoca |
| Unbooked - Pending Coordination | 1 | EAS |
| Unbooked - System Error | 1 | Avoca |
Everything else (not an opportunity) — 84 (64%)
| Reason | Calls | Example |
|---|---|---|
| Follow Up - ETA | 16 | The main reason for the call was that Ron, the father of Ryan Orrell, was checking on the status of Ryan's vehicle, which is currently at EAS Tire & A |
| Excused - Hung Up Under 20s | 13 | The transcript is too brief to determine the main reason for the call or any key issues discussed. No customer name or intent was provided, and it is |
| (no transcript) | 10 | |
| Excused - Transfer to Specific Person | 10 | The customer called EAS Tire & Auto - Chatfield Avenue and asked if Devin was available. The agent, Jack, responded and inquired whether the customer |
| Excused - Vendor / B2B | 7 | The call was between Jack, an agent at EAS Tire & Auto on Ponderosa Dr, and John, who identified himself as being from another EAS location (Tower and |
| Excused - Silence | 4 | There is no transcript provided. Please provide a transcript of the conversation for a contextual summary. |
| Excused - Transfer to Shop / Leave Message | 4 | Contextual Summary: The main reason for the call was that the customer was trying to reach the EAS Tire & Auto location in Parker, but was connect |
| Follow Up - Invoice/Payment | 3 | The customer called EAS Tire & Auto to pay their bill. The agent, Jack, did not announce being an AI agent and promptly offered to connect the custome |
| Excused - Returning Call | 3 | Contextual Summary: The customer, Mark Hoofnagle, called 5th Gear Automotive after receiving a missed call regarding a Silverado parked at the sho |
| Excused - Other Questions | 3 | The customer, Chris (last name Arnold), called 5th Gear Automotive to confirm whether he needed to bring a physical mailer for a free oil change promo |
| Follow Up - Cancel | 3 | The main reason for the call was that the customer, Scott Lennon, wanted to cancel his 8:00 AM appointment for his 2021 Mazda CX-5 at EAS Tire & Auto. |
| Follow Up - Other Update | 3 | Contextual Summary: Customer Danny Hernandez called EAS Tire & Auto to update the year of his vehicle for an upcoming oil change appointment. He i |
| Excused - Info - Hours / Location | 2 | The customer called to confirm if they had reached the EAS Tire & Auto location in Parker. The agent, Jack, clarified that this was the Centennial loc |
| Excused - No Reason | 1 | The transcript provided is too brief to determine the main reason for the call or any key issues discussed. No customer name or intent was provided, a |
| Unbooked - Quote Only | 1 | The customer called 5th Gear Automotive to inquire about the cost of a Freon (AC refrigerant) recharge for their car. The main concern was getting at |
| Follow Up - Complaint | 1 | The customer called EAS Tire & Auto regarding issues following an oil change performed earlier that day on a 2014 Kia Sorento. The main concerns discu |
What would move the dial fastest
- Hard-commit capability (EAS/AutoOps): 7 soft commit(s) are coming in but never book because a firm slot can't be locked — the biggest single lever.
- More early/same-day availability (EAS): 2 call(s) wanted a slot that wasn't there.
- AI-court fixes (Avoca): 18 bookable call(s) lost to system errors / AI handling.
Key findings
No findings written yet for this report. Add qualitative findings (transcript-level observations, store-config bugs, notable callers) in reports/findings/2026-06-19-findings.md; they are spliced in here on every re-gen and survive re-classification.
By location
| Location | Calls | After hrs | Bookable | Booked | Capture |
|---|---|---|---|---|---|
| EAS - 5th Gear | 12 | 0 | 4 | 3 | 75% |
| EAS - Davis Repair | 17 | 0 | 8 | 3 | 38% |
| EAS - Arapahoe Crossing | 5 | 2 | 2 | 2 | 100% |
| EAS - Ponderosa | 20 | 3 | 7 | 1 | 14% |
| EAS - Centennial | 12 | 0 | 5 | 1 | 20% |
| EAS - Kipling | 6 | 0 | 2 | 1 | 50% |
| EAS - South Park | 1 | 0 | 1 | 1 | 100% |
| EAS - Cooper Auto | 4 | 0 | 2 | 1 | 50% |
| EAS - Aurora Tower | 10 | 0 | 2 | 1 | 50% |
| EAS - Thornton | 3 | 0 | 2 | 1 | 50% |
| EAS - Expert 4WD | 8 | 2 | 3 | 1 | 33% |
| EAS - RSG Offroad | 6 | 0 | 2 | 1 | 50% |
| EAS - Total Auto | 1 | 0 | 1 | 1 | 100% |
| EAS - Platte | 7 | 0 | 1 | 0 | 0% |
| EAS - Chatfield | 1 | 1 | 0 | 0 | — |
| EAS - Antero Auto | 5 | 1 | 1 | 0 | 0% |
| EAS - Aurora | 2 | 0 | 1 | 0 | 0% |
| EAS - Aurora Mississippi Ave | 1 | 1 | 1 | 0 | 0% |
| EAS - Colorado Springs | 5 | 1 | 1 | 0 | 0% |
| EAS - Englewood | 2 | 0 | 0 | 0 | — |
| EAS - Lakewood | 2 | 0 | 2 | 0 | 0% |
| EAS - Windsor | 2 | 0 | 0 | 0 | — |
Calls by group & shop
Every call, grouped by outcome then shop. Each timestamp opens the recording.
Booked (firm) — 18
5th Gear (3) — 08:37 AM · 08:50 AM · 02:10 PM
Davis Repair (3) — 07:44 AM · 09:53 AM · 01:15 PM
Arapahoe Crossing (2) — 01:31 PM · 06:12 PM
Aurora Tower (1) — 12:00 PM
Centennial (1) — 03:25 PM
Cooper Auto (1) — 04:34 PM
Expert 4WD (1) — 04:24 PM
Kipling (1) — 01:51 PM
Ponderosa (1) — 08:01 AM
RSG Offroad (1) — 10:51 AM
South Park (1) — 12:02 PM
Thornton (1) — 11:51 AM
Total Auto (1) — 02:52 PM
Soft commit / coming in — 7
Centennial (3) — 07:57 AM · 11:31 AM · 11:33 AM
Antero Auto (1) — 06:57 AM
Cooper Auto (1) — 01:01 PM
Davis Repair (1) — 10:54 AM
Ponderosa (1) — 02:39 PM
Unbooked / lost — 23
Ponderosa (5) — 08:13 AM · 10:04 AM · 10:09 AM · 04:35 PM · 06:04 PM
Davis Repair (4) — 07:42 AM · 07:52 AM · 01:03 PM · 01:10 PM
Expert 4WD (2) — 08:53 AM · 04:09 PM
Lakewood (2) — 12:54 PM · 05:01 PM
5th Gear (1) — 10:14 AM
Aurora (1) — 07:12 AM
Aurora Mississippi Ave (1) — 06:57 AM
Aurora Tower (1) — 11:04 AM
Centennial (1) — 07:40 AM
Colorado Springs (1) — 02:45 PM
Kipling (1) — 03:10 PM
Platte (1) — 10:42 AM
RSG Offroad (1) — 04:13 PM
Thornton (1) — 02:34 PM
Everything else (not an opportunity) — 84
Ponderosa (13) — 08:03 AM · 08:04 AM · 09:25 AM · 09:43 AM · 11:27 AM · 11:49 AM · 11:49 AM · 12:00 PM · 12:51 PM · 02:07 PM · 04:34 PM · 06:23 PM · 07:34 PM
Davis Repair (9) — 09:53 AM · 01:11 PM · 01:13 PM · 01:15 PM · 01:15 PM · 01:17 PM · 01:19 PM · 04:28 PM · 04:55 PM
5th Gear (8) — 08:31 AM · 08:36 AM · 11:46 AM · 12:05 PM · 12:58 PM · 03:56 PM · 04:16 PM · 04:16 PM
Aurora Tower (8) — 09:05 AM · 09:22 AM · 10:58 AM · 03:47 PM · 04:06 PM · 05:18 PM · 05:45 PM · 05:48 PM
Centennial (7) — 10:42 AM · 10:43 AM · 10:44 AM · 10:45 AM · 11:28 AM · 01:40 PM · 02:14 PM
Platte (6) — 11:25 AM · 11:27 AM · 01:45 PM · 01:47 PM · 01:48 PM · 01:49 PM
Expert 4WD (5) — 07:02 AM · 02:58 PM · 03:02 PM · 03:26 PM · 06:16 PM
Antero Auto (4) — 09:28 AM · 10:31 AM · 11:00 AM · 11:04 AM
Colorado Springs (4) — 12:03 PM · 02:23 PM · 04:12 PM · 08:29 PM
Kipling (4) — 09:01 AM · 09:02 AM · 09:05 AM · 04:31 PM
RSG Offroad (4) — 08:51 AM · 09:53 AM · 10:04 AM · 02:02 PM
Arapahoe Crossing (3) — 06:52 AM · 08:59 AM · 01:48 PM
Cooper Auto (2) — 10:41 AM · 03:08 PM
Englewood (2) — 04:03 PM · 04:57 PM
Windsor (2) — 02:44 PM · 04:52 PM
Aurora (1) — 04:40 PM
Chatfield (1) — 06:18 PM
Thornton (1) — 03:21 PM
Generated from per-call classification against EAS's custom taxonomy (v5). After-hours = outside office_business_hours for the shop/day. Stats regenerate from the CSV; Key findings are hand-authored in the findings sidecar. Edit a day's CSV (corrected_category) and re-run.