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.
The scheduling rule transferred 46 reschedule requests after successful identification.
| 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 |
| Transfers because the caller could not be identified | 66 | 34 | -32 |
| 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 |
| 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 |
| 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 |
The caller confirmed and asked when to arrive. The agent answered both and ended the call.
Period A: 59 calls. Period B: 96.
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.
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.
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.
The caller asked for a new appointment, took the first time offered, and heard it read back.
Period A: 8 calls. Period B: 13.
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.
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.
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.
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.
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.
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.
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.
The phone number was captured on the third attempt. The call completed after that.
Period A: 29 calls. Period B: 33.
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.
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.
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.
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.
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.
The agent returned an error on the first attempt and transferred without a retry.
Period A: 8 calls. Period B: 8.