Cool Techies call report
Late hours (5:01 pm to 7:59 am) hold — of — calls
(—). On inbound calls in those hours the remote assistant answers
—, the CSR
—, and
— go unanswered.
— to — · unique calls from the Housecall Pro call-log files on the Data files tab · times are Houston local time. Working hours are 8:00 am to 5:00 pm; late hours are 5:01 pm to 7:59 am, weekends included.
All calls
—
— inbound · — outbound
Late-hours calls
—
— of all calls
Inbound calls missed
—
— in working hours
Remote assistant talk minutes
—
— late · — working
CSR (Mariana) talk minutes
—
— late · — working
Jobs booked (reason "Job created")
—
— late · — working
Key figures
- Missed inbound calls: — in total, — of them between 8:00 am and 5:00 pm. — of working-hours inbound calls were missed.
- Late-hours inbound calls (—): — went to the remote assistant, — to the CSR, — to others and — were missed.
- Working-hours inbound calls: — to the remote assistant and — to the CSR. The assistant's average call lasts —; the CSR's inbound average is —.
- Bookings and the remote assistant: the reason field is blank on — of its — calls, and — bookings are recorded for it. A blank reason is a gap in what is logged, not proof it books nothing.
- Jobs booked (reason "Job created"): — in total, — of them by the CSR and — in late hours. — were booked on outbound calls (callbacks), the rest on inbound calls.
- CSR booking rate on inbound calls: — in working hours and — in late hours (the late figure rests on — calls).
- Volume: — calls in —; the busiest month was — with — calls. One year of data cannot separate growth from the summer A/C season.
Calls per month: working hours vs late hours
Inbound calls
Calls received each month.
Outbound calls
Calls placed by staff each month.
Who answers inbound calls
Remote assistant = completed inbound calls with no employee recorded. CSR = Mariana Teran. Others = every other employee (Ronald, Gustavo, Diego, Calixto and the rest). Missed = status "missed".
Working hours, 8:00 am to 5:00 pm
Inbound calls per month. Scale differs from the late-hours chart.
Late hours, 5:01 pm to 7:59 am
Inbound calls per month. Scale differs from the working-hours chart.
Follow-up on missed calls
Of — missed inbound calls, the client was reached by a later outbound call of one minute or more in only —. Another — got only a short outbound call (a message left), and — got no outbound call at all.
Each missed call takes the best result of any later outbound call to the same caller: client contacted = at least one outbound call of 60 seconds or more; message sent = outbound calls only under 60 seconds. Callers are matched by phone number (last 10 digits) or, for saved contacts, by name.
Client contacted
—
— of missed calls
Message sent
—
— of them never connected (0 s)
No outbound follow-up
—
— of them after hours
What happened after each missed call
Share of missed inbound calls in each hours band.
Clients contacted, by how fast
Missed calls where an outbound call of 1 minute or more happened within the window.
| Hours | Missed | Contacted | Message sent | Of which 0 s | No follow-up | Contacted rate |
|---|
A short outbound call can be a voicemail or a brief conversation; the logs do not say which. The logs also do not say why a call was placed, so a call to the same client may not be a callback for that missed call.
Talk minutes: remote assistant vs CSR
Inbound calls only, so both sides are compared on the same kind of work. Minutes are the logged call durations. Both charts use the same scale.
Remote assistant
Inbound minutes per month.
CSR (Mariana)
Inbound minutes per month.
Jobs booked
A call counts as booked when its reason is "Job created". It is recorded on the call the CSR or another employee handled, inbound or outbound.
Booked jobs per month, by who handled the call
Remote assistant calls carry no reason, so that series is zero by omission in the logs.
Booked calls by hours, who handled and direction
Booked per 100 calls = bookings divided by all calls in that row.
| Who · hours · direction | Calls | Minutes | Booked | Booked rate |
|---|
When calls arrive
Inbound calls by hour of day
Shaded hours are late hours (the 5 pm hour is late except its first minute).
Calls by weekday
All calls, inbound and outbound, in the uploaded period.
Month by month
| Month | All calls | Working | Late | Late share | Inbound missed | Assistant calls | Assistant min | CSR calls | CSR min | Booked |
|---|
CSR calls and minutes include her outbound callbacks; the charts above use inbound only.
Limits of this data
- Remote assistant is inferred: completed inbound calls with no employee name. The logs do not name a remote assistant, so confirm that rule before relying on it.
- Missed calls with no employee (—) cannot be traced to a voicemail or a transfer. Callbacks are inferred by matching the caller on later outbound calls, which can miss a client logged once by number and once by name.
- The reason field is filled on — calls only. Of those, — are spam or vendor calls.
- "Jobs booked" uses the reason label. Only — calls have a Job actually created in the system, so the stricter count is lower.
- Rows that are identical in every column are counted once, so uploading the same month twice, or two files that overlap, does not double count.
