Weekly report

What is counted — A unique inbound production voice conversation belonging to an in-scope company or agent, starting inside the reporting window. Identified outbound calls, non-voice conversations and marked tests are excluded and their counts retained. Repeat callers are kept; repeated ingestion of the same conversation is de-duplicated.

Calls received — Distinct included conversations on the AI line. This is not total phone-system volume for the company.

Completed by AI — An approved terminal success disposition with evidence that no transfer was attempted and no conflicting failure evidence. It means the AI completed the in-scope caller request — not that a tow or service was fulfilled.

Assisted handoff — Verified information capture or job creation followed by an attempted human handoff. The AI did useful intake, but this is not a fully automated call. Whether the transfer connected is reported separately.

Other handoff — A transfer was attempted without the intake evidence that would qualify it as assisted. A handoff can be the intended policy outcome and is not inherently a failure.

Not completed / other — Explicit unresolved, failed, abandoned, spam or misdial terminal evidence with no higher-precedence handoff. Inspect the subtypes before reading these as AI failures.

Outcome unknown — Missing, unmapped or contradictory outcome evidence. These calls stay inside every percentage denominator; they are never dropped to improve an automation rate.

Call duration — Recorded source duration, averaged only over calls with a known valid duration — nulls are excluded rather than treated as zero, and duration coverage is shown alongside. Duration is not dispatcher time saved.

Transfer connection — Among calls where a transfer was attempted: whether it connected, failed, or the result is unknown. A failed transfer remains a handoff.

Customer cost — Only verified customer charge data for this period, with currency, coverage and method. Provider or source expense is not a customer bill, and partial coverage is never extrapolated across missing calls.

Dispatcher time saved — Requires a documented, approved human handling baseline by call type. Until that exists the report shows "Baseline needed" rather than a modelled number.