Operator daily digest · email preview
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14 recipients · 7 roles
Recipients
Maya Flores
maya@acme · Operator
James Haas
james.h@acme · Supervisor
Priya Raman
priya.r@acme · Compliance
Shuri Patel
shuri.p@acme · Analytics
+ 10 more
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👋 Apr 18 digest · 284 calls · 118 booked · 1 compliance flag (review)
Maya —
Here's yesterday at a glance. Big day for bookings, one compliance case to review, three nudges below.
284
Calls
↑ 14%
118
Booked
↑ 22%
$3,540
Attributed
↑ $620
1
Risk flag
needs review
1 · Top performers yesterday
Calls your agents nailed — worth a listen and maybe clipping for training.
| Caller | Agent | Outcome | Score | |
|---|---|---|---|---|
| Marcus L. | Sofia v3.2 | BOOK | 96 | play → |
| Priya R. | Sofia v3.2 | BOOK | 94 | play → |
| Eli C. | Atlas v2 | XFER | 91 | play → |
2 · Needs attention
⚑
Caller 415-555-0194 · Atlas v2 · 14:08. Caller mentioned "lawsuit" — agent handed off to human within 8s per protocol. Compliance team review recommended.
Open call & transcript →
Open call & transcript →
✕
Sofia dropped 3 calls at turn 2 when callers asked about "insurance eligibility." Knowledge base missing Delta Dental PPO coverage doc. 3 callers were lost yesterday.
Add missing doc →
Add missing doc →
✓
Atlas v2's reschedule script is crushing. 41% → 62% save rate vs prior 30 days. Keep the recent prompt tweaks.
3 · Caller quotes
Real things people said yesterday. Good, bad, and useful.
"I love that you guys answer at 10 PM. Saved me a whole day."
— Jordan N. · 22:14
"Finally a dentist office that doesn't put me on hold."
— Marcus L. · 09:02
"Can we do Spanish next time?"
— unknown · 11:42 · already routed
"Your agent said you take Delta Dental — she wasn't sure about PPO."
— Eli C. · 14:28 · see attention above
4 · Disposition mix
5 · Three nudges for today
Call back the 7 "call me" SMS replies from last night.auto-queued from SMS router · est. 22 min total
Re-record the Delta Dental PPO knowledge snippet.3 lost bookings yesterday due to missing info
Review 1 compliance flag (Priya R., 14:08 lawsuit mention).assigned to Priya on compliance
Open today's dashboard → View full digest online
Have a great day. — Sofia
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