Post-Launch Period Readout

Scored a 4 or higher

68.6%

593 of 864 self-service calls reviewed in Period B scored a 4 or higher on the 1 to 5 call score. Period A: 539 of 807, 66.8%.

Score Distribution

Scored 5

211

211 of 864, 24.4% of scored calls. Period A: 163.

Scored 4

382

382 of 864, 44.2% of scored calls. Period A: 376.

Scored 3

193

193 of 864, 22.3% of scored calls. Period A: 182.

Scored 2

63 of 864, 7.3% of scored calls. Period A: 69.

Scored 1

15 of 864, 1.7% of scored calls. Period A: 17.

Summary of the Period

The date-of-birth fallback went live at the start of Period B. Transfers after failed identification fell from 66 to 34. Completion improved to 65.9%, while rescheduling and system errors need further review.

Comparison with Period A

Measure	Period A	Period B	Change
Self-service calls reviewed	807	864	+57
Scored a 4 or higher	539 (66.8%)	593 (68.6%)	+1.8 pts
Average call score	3.74	3.82	+0.08
Completed and contained	463 (57.4%)	529 (61.2%)	+3.8 pts
Completed and transferred	36	40	+4
Attempted and transferred	254	240	-14
Hung up during self-service	54	55	+1
Authentication failed transfers	66	34	-32
Reported fields flagged for rework	31	22	-9

Results by Function

CancelCompletion 73.9% Standard 80%

	Period A	Period B	Change
Intents	184	153	-31
Completed and contained	113	106	-7
Completed and transferred	8	7	-1
Attempted and transferred	54	29	-25
Hung up during self-service	9	11	+2
Completion	65.8% (121 of 184)	73.9% (113 of 153)	+8.1 pts

RescheduleCompletion 43.6% Standard 80%

	Period A	Period B	Change
Intents	139	156	+17
Completed and contained	57	61	+4
Completed and transferred	6	7	+1
Attempted and transferred	69	80	+11
Hung up during self-service	7	8	+1
Completion	45.3% (63 of 139)	43.6% (68 of 156)	-1.7 pts

ConfirmCompletion 86.8% Standard 80%

	Period A	Period B	Change
Intents	242	304	+62
Completed and contained	186	246	+60
Completed and transferred	12	18	+6
Attempted and transferred	31	23	-8
Hung up during self-service	13	17	+4
Completion	81.8% (198 of 242)	86.8% (264 of 304)	+5.0 pts

Showcase: Calls Scored 5

Patterns with calls scored 5211 calls 24.4% of scored calls

Confirmed the appointment and answered an arrival-time question in the same call96 calls

The caller confirmed and asked when to arrive. The agent answered both and ended the call.

Period A: 59 calls. Period B: 96.

[date] | [location] | score 5

Confirmed Thursday and asked how early to arrive.

Additional Call Example

[date] | [location] | score 5

Confirmed and asked about parking.

Canceled, or took a new time instead of canceling, in one call42 calls

The caller asked to cancel, was offered a new time first, and either took it or completed the cancel.

Period A: 44 calls. Period B: 42.

[date] | [location] | score 5

Asked to cancel, accepted Friday morning instead.

Additional Call Example

[date] | [location] | score 5

Canceled Monday in one exchange.

Answered the question and ended the call cleanly32 calls

The caller asked a question the agent is built to answer and the agent answered it in one turn.

Period A: 29 calls. Period B: 32.

[date] | [location] | score 5

Asked for the office address and got it in one turn.

Additional Call Example

[date] | [location] | score 5

Asked about a form and was told what to bring.

Rescheduled on the first offered time28 calls

The caller asked to move the appointment, took the first time offered, and heard the new time read back.

Period A: 23 calls. Period B: 28.

[date] | [location] | score 5

Moved an appointment to the following week on the first offer.

Additional Call Example

[date] | [location] | score 5

Rescheduled to an afternoon slot in one exchange.

Booked a new appointment on the first offered time13 calls

The caller asked for a new appointment, took the first time offered, and heard it read back.

Period A: 8 calls. Period B: 13.

[date] | [location] | score 5

Booked a new visit for the next week on the first offer.

Additional Call Example

[date] | [location] | score 5

Took the first morning time offered.

211 of the 529 completed-and-contained calls scored a 5. 318 scored a 4 or a 3.

Issue Spotlight

Patterns with a call scored 1 or 278 calls 9.0% of scored calls

Opening prompt repeated after the caller had already answered28 calls 3.2% of scored calls

The caller stated the request, the agent played the opening prompt again, and the caller hung up or asked for a person.

Period A: 31 calls. Period B: 28.

[Status] [ticket ID]

[date] | [location] | score 2

Said reschedule, heard the opening prompt again, and hung up.

Additional Call Example

[date] | [location] | score 1

Asked to confirm, heard the opening prompt a second time, and asked for a person.

Date of birth given across two turns was not captured23 calls 2.7% of scored calls

The caller gave the month and day, paused, then gave the year. The agent treated the first part as the whole date, asked for the full date again, and transferred after the second attempt.

Period A: 35 calls. Period B: 23.

[Status] [ticket ID]

[date] | [location] | score 2

Asked to cancel and gave the birth date in two parts; transferred after the second attempt.

Additional Call Example

[date] | [location] | score 1

Gave the year after a pause; the agent asked for the full date again and the caller asked for a person.

Agent offered a time it could not book, then withdrew it14 calls 1.6% of scored calls

The agent offered a time, the caller accepted it, and the booking failed. The agent withdrew the time and transferred, or the caller hung up.

Period A: 12 calls. Period B: 14.

[Status] [ticket ID]

[date] | [location] | score 2

Accepted a Tuesday afternoon time; the booking failed and the call transferred.

Additional Call Example

[date] | [location] | score 1

Accepted the first offered time, heard it was no longer available, and asked for a person.

Appointment not found after a successful authentication9 calls 1.0% of scored calls

Authentication succeeded and the lookup returned no appointment, or returned an error. The caller then described an appointment.

Period A: 8 calls. Period B: 9.

[Status] [ticket ID]

[date] | [location] | score 2

Authenticated, then was told no appointment was found; transferred to the front desk.

Additional Call Example

[date] | [location] | score 1

Confirmed the phone number and date of birth, heard no appointment, and hung up.

Error on a question the agent answers every day4 calls 0.5% of scored calls

The caller asked a question the agent is built to answer and the agent returned an error instead. The call transferred or the caller hung up.

Period A: 0 calls. Period B: 4.

[Status] [ticket ID]

[date] | [location] | score 2

Asked for the address and heard an error message; transferred.

Additional Call Example

[date] | [location] | score 1

Asked about hours, heard an error, and hung up.

Patterns scored 3193 calls 22.3% of scored calls

Asked for a person after the request had been understood50 calls 5.8% of scored calls

The agent understood the request and started the task. The caller then asked for a person before the task finished, or hung up after repeating the request once.

Period A: 33 calls. Period B: 50.

[Status] [ticket ID]

[date] | [location] | score 3

Asked to cancel, repeated it once, then asked for a person.

Additional Call Example

[date] | [location] | score 3

Started a reschedule and asked for a person before choosing a time.

Transferred by the scheduling rule after a full authentication36 calls 4.2% of scored calls

The caller authenticated in full, asked for a change the rule does not allow the agent to make, and the rule transferred the call.

Period A: 40 calls. Period B: 36.

By design

[date] | [location] | score 3

Authenticated, asked to move an appointment inside the window, and was transferred.

Additional Call Example

[date] | [location] | score 3

Authenticated and asked to reschedule; the rule transferred the call.

Caller repeated the phone number more than once33 calls 3.8% of scored calls

The phone number was captured on the third attempt. The call completed after that.

Period A: 29 calls. Period B: 33.

[Status] [ticket ID]

[date] | [location] | score 3

Repeated the phone number twice, then confirmed the appointment.

Additional Call Example

[date] | [location] | score 3

Repeated the number twice; the cancel completed.

Appointment read back twice before the caller could confirm28 calls 3.2% of scored calls

The agent read the appointment back, did not register the caller's yes, and read it back again. The call completed on the second confirmation.

Period A: 22 calls. Period B: 28.

[Status] [ticket ID]

[date] | [location] | score 3

Heard the appointment read back twice, then confirmed it.

Additional Call Example

[date] | [location] | score 3

Said yes twice before the cancel posted.

Question answered after the caller repeated it11 calls 1.3% of scored calls

The agent did not catch the question the first time. The caller asked it again and the agent answered it.

Period A: 7 calls. Period B: 11.

[Status] [ticket ID]

[date] | [location] | score 3

Asked for the address twice before the agent read it out.

Additional Call Example

[date] | [location] | score 3

Repeated the hours question once, then got the answer.

Hours question not recognized after two attempts10 calls 1.2% of scored calls

The caller asked about hours in a form the agent did not recognize twice. The caller then asked for a person, or hung up.

Period A: 6 calls. Period B: 10.

[Status] [ticket ID]

[date] | [location] | score 3

Asked whether the office was open Saturday; asked for a person after the second attempt.

Additional Call Example

[date] | [location] | score 3

Asked what time the office closes, repeated it, and hung up.

Could not be identified after the allowed attempts and transferred9 calls 1.0% of scored calls

Neither the phone number nor the date of birth matched a record within the allowed attempts. The agent transferred after the caller had tried each once.

Period A: 26 calls. Period B: 9.

[Status] [ticket ID]

[date] | [location] | score 3

Gave a phone number and a date of birth, neither matched, and was transferred.

Additional Call Example

[date] | [location] | score 3

Could not be matched after two attempts and reached a person.

Asked for a time at a location where scheduling is not live8 calls 0.9% of scored calls

The caller asked for a new or changed appointment time at a location where scheduling is not live. The agent transferred after the caller had named the location.

Period A: 11 calls. Period B: 8.

By design

[date] | [location] | score 3

Asked for a new appointment at a location that is not live and was transferred.

Additional Call Example

[date] | [location] | score 3

Named the location, then reached a person.

Error transferred the call on the first attempt8 calls 0.9% of scored calls

The agent returned an error on the first attempt and transferred without a retry.

Period A: 8 calls. Period B: 8.

[Status] [ticket ID]

[date] | [location] | score 3

Authenticated, heard an apology, and was transferred.

Additional Call Example

[date] | [location] | score 3

Asked for the office hours, heard an error, and was transferred.

KPI Rework

Fields flagged for rework22 calls

Outcome recorded as Completed and contained where the cancel did not post6 calls

Field	Recorded value	Value the call supports	Period A	Period B
Outcome	Completed and contained	Attempted and transferred	9	6

Intent recorded as Confirm where the caller asked to cancel9 calls

Field	Recorded value	Value the call supports	Period A	Period B
Intent	Confirm	Cancel	12	9

Transfer reason recorded as Business rule where the caller asked for a person4 calls

Field	Recorded value	Value the call supports	Period A	Period B
TransferReason	Business rule	Live agent opt-out	6	4

Authenticated set where the caller asked for a person before the lookup ran3 calls

Field	Recorded value	Value the call supports	Period A	Period B
Authenticated	Yes	No	4	3

Looking Ahead

Working now

Authentication failed transfers went from 66 to 34. The date-of-birth fallback was live from 2026-01-19, the first day of Period B.
Confirm completed 264 of 304, 86.8%, above the 80% standard.
42 cancel calls scored a 5, against 44 in Period A.

Monitor next

Appointment not found after a successful authentication: 9 calls, against 8.
Appointment read back twice before the caller could confirm: 28 calls, against 22.
System error transfers: 31, against 20. Next action: pull the 31 sessions.

Still warrants attention

Transferred by the scheduling rule after a full authentication: 36 calls scored a 3, 19 of them on Reschedule. Reschedule carried 46 business-rule transfers in all, 19 scored 3 and 27 scored 4.
Opening prompt repeated after the caller had already answered: 28 calls, against 31.

Session Evidence Index

Opening prompt repeated after the caller had already answered28 sessions

S-001222

S-001264

S-001273

S-001289

S-001297

S-001363

S-001397

S-001431

S-001475

S-001505

S-001520

S-001587

S-001677

S-001730

S-001775

S-001806

S-001826

S-001900

S-001936

S-001963

S-001979

S-002037

S-002040

S-002045

S-002050

S-002124

S-002244

S-002344

Date of birth given across two turns was not captured23 sessions

S-001224

S-001266

S-001354

S-001377

S-001427

S-001533

S-001540

S-001542

S-001571

S-001745

S-001796

S-001819

S-001858

S-001940

S-002006

S-002011

S-002132

S-002179

S-002315

S-002329

S-002391

S-002458

S-002466

Agent offered a time it could not book, then withdrew it14 sessions

S-001275

S-001277

S-001299

S-001305

S-001368

S-001455

S-001524

S-001581

S-001675

S-001973

S-002072

S-002243

S-002299

S-002392

Appointment not found after a successful authentication9 sessions

S-001303

S-001465

S-001517

S-001832

S-001902

S-002067

S-002254

S-002323

S-002356

Error on a question the agent answers every day4 sessions

S-001515

S-002148

S-002418

S-002427

Asked for a person after the request had been understood50 sessions

S-001236

S-001260

S-001269

S-001278

S-001282

S-001325

S-001327

S-001372

S-001373

S-001376

S-001485

S-001527

S-001538

S-001551

S-001666

S-001668

S-001682

S-001737

S-001741

S-001743

S-001749

S-001764

S-001780

S-001807

S-001809

S-001833

S-001835

S-001879

S-001892

S-001925

S-002032

S-002041

S-002069

S-002086

S-002100

S-002101

S-002151

S-002170

S-002186

S-002191

S-002219

S-002255

S-002288

S-002317

S-002324

S-002337

S-002362

S-002402

S-002405

S-002406

Transferred by the scheduling rule after a full authentication36 sessions

S-001230

S-001351

S-001390

S-001396

S-001417

S-001464

S-001480

S-001492

S-001495

S-001508

S-001600

S-001641

S-001644

S-001665

S-001680

S-001762

S-001814

S-001820

S-001824

S-001874

S-001941

S-001964

S-001966

S-002001

S-002058

S-002113

S-002114

S-002121

S-002150

S-002183

S-002238

S-002242

S-002284

S-002441

S-002459

S-002477

Caller repeated the phone number more than once33 sessions

S-001221

S-001228

S-001246

S-001261

S-001285

S-001409

S-001556

S-001629

S-001664

S-001782

S-001783

S-001801

S-001830

S-001854

S-001872

S-001884

S-001912

S-001922

S-001935

S-001951

S-001960

S-002002

S-002016

S-002019

S-002078

S-002081

S-002134

S-002253

S-002305

S-002363

S-002370

S-002381

S-002384

Appointment read back twice before the caller could confirm28 sessions

S-001229

S-001286

S-001314

S-001349

S-001393

S-001424

S-001451

S-001537

S-001575

S-001610

S-001655

S-001674

S-001678

S-001709

S-001724

S-001793

S-001889

S-001948

S-001976

S-001986

S-001987

S-001997

S-002027

S-002060

S-002357

S-002413

S-002470

S-002482

Question answered after the caller repeated it11 sessions

S-001391

S-001747

S-002091

S-002115

S-002214

S-002221

S-002227

S-002276

S-002294

S-002296

S-002351

Hours question not recognized after two attempts10 sessions

S-001249

S-001301

S-001364

S-001441

S-001567

S-001787

S-002102

S-002159

S-002240

S-002267

Could not be identified after the allowed attempts and transferred9 sessions

S-001295

S-001648

S-001792

S-001828

S-002008

S-002036

S-002082

S-002273

S-002293

Asked for a time at a location where scheduling is not live8 sessions

S-001268

S-001355

S-001583

S-001639

S-002031

S-002311

S-002355

S-002462

Error transferred the call on the first attempt8 sessions

S-001550

S-001635

S-001823

S-001825

S-001931

S-001955

S-002147

S-002386

KPI rework: Outcome recorded as Completed and contained where the cancel did not post6 sessions

S-001233

S-001256

S-001302

S-001319

S-001379

S-001380

KPI rework: Intent recorded as Confirm where the caller asked to cancel9 sessions

S-001219

S-001238

S-001240

S-001241

S-001250

S-001253

S-001263

S-001271

S-001293

KPI rework: Transfer reason recorded as Business rule where the caller asked for a person4 sessions

S-001243

S-001288

S-001307

S-001336

KPI rework: Authenticated set where the caller asked for a person before the lookup ran3 sessions

S-001225

S-001439

S-001458

Launch Readout

Summary of the Period

Comparison with Period A

Showcase: Calls Scored 5

Issue Spotlight

KPI Rework

Looking Ahead