AI Agent Scorecard

Performance Summary

Completion improved by 4.1 points. Authentication failures declined, while scheduling and rescheduling remain the main improvement opportunities.

Completion

65.9%

569 of 864 eligible requests

+4.1 pts vs Period A

Containment

61.2%

529 of 864 eligible requests

+3.8 pts vs Period A

Eligible Requests

864

Of 1,086 engaged callers

Fix Priority Matrix

Fix

Calls affected

Est. uplift

Fix type

Owner

Enable scheduling at the locations where scheduling is not live

19 calls

up to +2.2 pts

Configuration

[owner]

Retry the lookup once before transferring on a system error

31 calls

up to +3.6 pts

Engineering

[owner]

Allow a reschedule under the scheduling rule, with a confirmation step

46 calls

up to +5.3 pts

Business rule

[owner]

Uplift = calls affected divided by 864 self-service intents, if every affected call completed.

Call Funnel

Total calls 2026-01-19 to 2026-02-01

1,264

100.0%

Not engaged

178

14.1%

Engaged callers

1,086

85.9%

Live agent opt-out at opening

9.1%

Non-self-service intent emergency, staff request, returning a call, running late

5.6%

By-design transfer billing, medical records, insurance

5.7%

Self-service intent confirm, cancel, reschedule, schedule, FAQ

864

79.6%

Completed and contained

529

61.2%

Completed and transferred

4.6%

Attempted and transferred

240

27.8%

Hung up during self-service

6.4%

Transfer reasons, share of attempted and transferred

Live agent opt-out

26.2%

Business rule

38.8%

Authentication failed

14.2%

System error

12.9%

Not live at location

7.9%

Location-level Performance

Location	Total calls	Engaged	Engagement	Self-service intents	Contained	Containment, Period A	Containment, Period B	Change (pts)
[Location A]	593	508	85.7%	406	267	61.5%	65.8%	+4.3
[Location B]	428	364	85.0%	290	169	54.8%	58.3%	+3.5
[Location C]	243	214	88.1%	168	93	52.9%	55.4%	+2.5
All locations	1,264	1,086	85.9%	864	529	57.4%	61.2%	+3.8

One additional contained call moves the smallest location, 168 self-service intents in Period B, by 0.6 points.

Function-Level Performance

Completion standard: 80%.

Function	Intents	Contained	Completed and transferred	Attempted and transferred	Hung up	Containment	Completion	Completion change (pts)
Confirm	304	246	18	23	17	80.9%	86.8%	+5.0
Cancel	153	106	7	29	11	69.3%	73.9%	+8.1
Reschedule	156	61	7	80	8	39.1%	43.6%	-1.7
Schedule	137	41	2	86	8	29.9%	31.4%	+2.1
FAQ	114	75	6	22	11	65.8%	71.1%	-0.5
All functions	864	529	40	240	55	61.2%	65.9%	+4.1

Self-service Deep Dive

ConfirmContainment 80.9% Completion 86.8%

Transfer reasons, attempted and transferred

Authentication failed

30.4%

Business rule

26.1%

Live agent opt-out

21.7%

System error

21.7%

Authentication

Authenticated, of 304 who reached authentication

290

95.4%

Hung up during self-service

Calls

5.6%

Representative call

[Transcript excerpt, verbatim]

CancelContainment 69.3% Completion 73.9%

Transfer reasons, attempted and transferred

Live agent opt-out

34.5%

Business rule

24.1%

Authentication failed

20.7%

System error

20.7%

Authentication

Authenticated, of 153 who reached authentication

142

92.8%

Hung up during self-service

Calls

7.2%

Representative call

[Transcript excerpt, verbatim]

RescheduleContainment 39.1% Completion 43.6%

Transfer reasons, attempted and transferred

Business rule

57.5%

Live agent opt-out

20.0%

Authentication failed

13.8%

System error

7.5%

Not live at location

1.2%

Authentication

Authenticated, of 156 who reached authentication

141

90.4%

Hung up during self-service

Calls

5.1%

Representative call

[Transcript excerpt, verbatim]

ScheduleContainment 29.9% Completion 31.4%

Transfer reasons, attempted and transferred

Business rule

39.5%

Not live at location

20.9%

Live agent opt-out

18.6%

Authentication failed

11.6%

System error

9.3%

Authentication

Authenticated, of 137 who reached authentication

126

92.0%

Hung up during self-service

Calls

5.8%

Representative call

[Transcript excerpt, verbatim]

FAQContainment 65.8% Completion 71.1%

Transfer reasons, attempted and transferred

Live agent opt-out

72.7%

System error

27.3%

Authentication

Not required.

Hung up during self-service

Calls

9.6%

Representative call

[Transcript excerpt, verbatim]

Transfer Reason Analysis

Transfer reason	Period A calls	% of transfers	Period B calls	% of transfers	Change (pts)
Live agent opt-out	50	19.7%	63	26.2%	+6.5
Business rule	96	37.8%	93	38.8%	+1.0
Authentication failed	66	26.0%	34	14.2%	-11.8
System error	20	7.9%	31	12.9%	+5.0
Not live at location	22	8.7%	19	7.9%	-0.8
All attempted and transferred	254	100.0%	240	100.0%

Authentication failed66 of 254 transfers (26.0%) in Period A, 34 of 240 (14.2%) in Period B. The date-of-birth fallback released on 2026-01-19, the first day of Period B.

Business rule96 transfers in Period A, 93 in Period B, 46 of the 93 on Reschedule. The rule: [rule].

System error20 transfers in Period A, 31 in Period B. Next action: pull the 31 sessions.

Estimated Potential and Key Takeaways

Scenario	Contained	Self-service intents	Containment	Added (pts)
Current containment, Period B	529	864	61.2%
+ Fix 1: Enable scheduling at the locations where scheduling is not live	548	864	63.4%	+2.2
+ Fix 2: Retry the lookup once before transferring on a system error	579	864	67.0%	+3.6
+ Fix 3: Allow a reschedule under the scheduling rule, with a confirmation step	625	864	72.3%	+5.3

Population, Exclusions, and Source

PopulationEvery inbound call at live locations, 2026-01-19 to 2026-02-01; Period A 2026-01-05 to 2026-01-18. Counting unit: the call. Excluded: [count] sessions from test numbers. Not engaged: 178 sessions with no response and no intent. Source: [export name], pulled [date].