Review
Category Instructions: Appt Booked
The purpose of the category Appt booked is to determine if an appointment was booked on the call.
Here are the options:
New appointment scheduled
Select this option if there was an opportunity to book an appointment and an appointment was successfully booked.
Example call - Caller: “Hello, I need to make an appointment for a teeth cleaning” // Agent: “We have availability tomorrow morning at 9AM,
would that work for you?” // Caller: “That’s perfect, thank you.” // Agent: “Great, I’ve got you down for 9AM tomorrow.” // Call ends
Select this option if there was an opportunity to book an appointment and an appointment was successfully booked for a soft date and time.
Example call - Caller: “Hi there, my daughter is running a fever. Can I bring her first thing this morning?” // Agent: “Unfortunately, we don’t
have any openings this morning but our afternoon is mostly open.” // Caller: “Okay, we’ll be there sometime this afternoon.” // Call ends.
Select this option if there was an opportunity to book an appointment and a walk-in appointment was agreed to by the caller and / or agent.
Example call - Caller: “Hello, my dog needs to be groomed. Can I drop him off this afternoon sometime or do I need to make an appointment?”
// Agent: “You are welcome to stop by any time!” // Caller: “Great, thank you!” // Call ends.
Appointment opportunity but no request
Select this option if the call represented a new business appointment opportunity, but neither the agent nor the caller discussed an appointment.
Example call - Caller: “Hello, does your practice accept Blue Cross Blue Shield insurance?” // Agent: “Yes, we do.” // Caller: “Great, thank
you.” // Call ends.
New appointment requested/mentioned but not set
Select this option if there was an opportunity to book an appointment, but the appointment was not booked.
Select this option if there was an opportunity to book an appointment but the agent or caller needed to call back before booking the appointment.
Select this option if there was an opportunity to book an appointment, but the appointment was not booked because the insurance is not accepted.
Select this option if there was an opportunity to book an appointment, but the appointment was not booked because of price.
Select this option if there was an opportunity to book an appointment, but the appointment was not booked because the procedure or service is not
available.
Select this option if there was an opportunity to book an appointment, but the appointment was not booked because the location is out of the service
area.
Select this option if there was an opportunity to book an appointment, but the appointment was not booked because the agent could not find a spot on
the calendar that would would work with the caller’s availability.
Correction: not an appointment opportunity
Select this option if the call is general conversation and/or it does not represent an appointment opportunity.
Select this option if the call is from one business to another business and not related to an appointment opportunity.
Select this option if the caller is only rescheduling an existing appointment.
Select this option if the call is about billing only.
Select this option if the call is not connected and/or contains no live conversation.
Select this option if the caller is placed on hold and left on hold but no contact information was shared on the call.
Select this option if the caller reaches voicemail.
Select this option if the caller has the wrong number.
Select this option if the receptionist or agent answers, but the caller is not on the other end of the call.
Select this option if the caller did not reach the desired person, and instead left a message with a live person.
Select this option if the caller did not reach the desired person and declined to leave a message with a live person.
Select this option if the caller hangs up during the bridge greeting.
Select this option if all you can hear are fax machine sounds or other similar noises.
Select this option if the call connection is lost and no contact information was shared and/or no appointment discussion took place..
Select this option if the call is a spam call.
Unfamiliar Language - This option is found at the base of the audio bar.
Select this option if the call is in any language that you are unfamiliar with and unqualified to review.
This option is not intended for calls that contain no spoken words.
If you have any questions, please visit our FAQ/
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