What changed
Evidence-backed view of the last 8 weeks of customer conversations. Every number below traces to specific calls and transcript spans.
Calls last week
51
+3 vs prior week
Unresolved rate, last week
24%
12 calls ended unresolved or escalated
Compliance-flagged calls
14
4 extractions queued for human review
Extraction cost per call
$0.011
normalize + extract + validate passes
Weekly call volume by category
top 5 of 8 categoriesDetected patterns
Same-day availability mismatch is surging in Northeast paid search
20 conversations in the last two weeks came from customers who expected same-day service based on ad copy, then learned same-day slots are members-only during peak season. 17 of them arrived via the paid-search-ne campaign. These calls convert at 25%, versus 84% for standard booking calls.
Recommended action: Update paid-search-ne ad copy to state the members-only condition, and route affected callers to the priority standby queue.
Cancellation-fee disclosure is being skipped by three agents
14 cancellation calls are missing the required early-termination fee disclosure. All of them belong to three agents with under 8 months tenure: Tom Bradac, Hannah Lindqvist, and Colin Murphy. Every flagged extraction cites the exact turns where the disclosure should have occurred, and the critic pass confirmed the misses.
Recommended action: Create a coaching queue for the three agents with flagged calls and two compliant exemplar calls attached.
Refund requests up after the June 15 pricing migration
Refund calls average 5.3 per week since the pricing update, up from 3.0 before it (+78%). Roughly half stem from double-billing during the billing-date migration. Escalation happens mostly when supervisors are unavailable for card-refund sign-off.
Recommended action: Grant senior agents card-refund authority up to $250 to remove the supervisor bottleneck.
New category discovered: pricing-tier confusion
The taxonomy discovery pass proposed a new category after clustering 14 post-update calls where customers could not map their old plan to the new tiers. The migration email is the cited cause in most calls. The critic agent confirmed the cluster is distinct from billing disputes.
Recommended action: Rewrite the migration email with an explicit old-to-new tier mapping table.
Thermostat 4.2 firmware bug is contained
Offline-thermostat calls hold steady at about 5 per week and resolve on the first call 80% of the time using the network-reset flow. The 4.3 firmware update is rolling out and should retire this call driver within two weeks.
Recommended action: No action needed. Monitor volume through the 4.3 rollout.