Read Your Receptionist's Call Quality
Every call the AI receptionist takes carries a quality line once its review is due: what it came to, how long the caller waited for its first word, how often it was cut off or had to ask again. Here is how to read it, and where the 7- and 30-day rollup lives.
A call the AI receptionist answered shows in the client's thread in the Inbox as a call card, with what it came to, when it was, how long it lasted and what it cost in credits. About twenty minutes after the call ends, when its automatic review comes due, the card gains one more line: the call's quality, measured from the call itself. Nothing is asked of a model for it, so it is there whether or not the review is.
The quality lineCopy a link to this section
Open the thread and find the call. Under its header, owners and managers see a line like "Booked · First word 0.8s · Cut-offs 1 · Repeats 0". Left to right:
- What the call came to: Booked, Moved or Cancelled when an appointment was, Answered when the caller got what they rang for and nothing was booked, Handed off when the receptionist put the caller through to a person or left the call for the team, and Abandoned when the caller hung up before anything was settled.
- First word: the median wait, across the call's turns, from the caller's last word to the receptionist's first. Under a second is a conversation; a few seconds is a caller wondering whether anyone is there.
- Cut-offs: how many of the receptionist's lines the caller talked over. A cut-off line shows in the transcript ending in a dash. A few are normal; many on one call means the receptionist was saying too much.
- Repeats: how many times the receptionist asked the same question again, or the caller had to say the same thing again. Each is a moment the caller was not understood.
On the web, hover the line for the detail. In the app, press Details under it. The detail gives the slowest wait for a first word, the cut-offs and repeats as a share of the call's lines and exchanges, whether the call was handed to a person, how many model calls it took and how many lines each side said.
The quality line sits with the AI review score and the How did this call go? buttons, and is gated the same way: owners and managers see it. Use it the way you use the cost: a call with a slow first word, several cut-offs and repeats that ended Abandoned is the one to listen to.
The rollupCopy a link to this section
The same figures are added up for the last 7 and the last 30 days for every location: how many calls
the receptionist answered, what they came to, the share handed off or abandoned, the share of its
lines cut off, the share of exchanges said again, and the median wait for a first word. A location
group's report adds its locations up, or the ones you choose, the way the group's other reports do.
The rollup is served under the AI Reservations report (ai-reservations/call-quality) for a
dashboard to read; it carries the same gate as the rest of the Reports page.