Triage

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Coaching triage

Bubbled calls scored against your uploaded Inbound / Outbound DVI scripts (Settings). AI coaching points appear on each card for the GM.

Import calls

Calls (24h)

7

Phone + imported calls

Needs attention

7

Bubbled by rubric + AI flags

Open follow-ups

9

For GM / regional coaching queue

Red calls

4

Immediate coaching needed

Priority queue

The 10 that matter — not the 40 that went fine.

View all calls
Red · coach nowExt ?inbound · Dallas Hiram

The Service Advisor failed to follow the required greeting and identification steps, did not build credibility or confidence, and did not address the customer's inquiry effectively. The call was handed off without proper context or reassurance.

AI coaching points

  • Start the call with a proper greeting: 'Hello, may I speak with Ms. Walma?' to personalize the interaction.
  • Introduce yourself clearly: 'Hi, this is Janay from Chloe's Auto Repair & Tire. Is now a good time to discuss your vehicle?'
  • When transferring the call, provide context to the next advisor: 'I'm transferring you to Wyatt, who can assist you with your quote for the tires.'
unhappy customer

41 minutes ago

1:07

20/100

Yellow · fine-tuneExt ?inbound · Dallas Hiram

The Service Advisor, Wyatt, demonstrated some knowledge of the services but failed to follow the training script effectively. Key elements such as greeting, building credibility, and reassuring the customer were missing, which impacted the overall customer experience.

AI coaching points

  • Start the call with a proper greeting: 'Hello, may I speak with Ms. Wilma?' to personalize the interaction.
  • Introduce yourself clearly: 'Hi, this is Wyatt from Chloe's Auto Repair & Tire. Is now a good time to discuss your vehicle?' to establish credibility.
  • Before discussing the repairs, reassure the customer about the overall condition of their vehicle, mentioning any positive findings from the inspection.

41 minutes ago

1:38

60/100

Yellow · fine-tuneZachoutbound · Kennesaw

The Service Advisor followed the script reasonably well but missed key elements in building credibility and reassurance before discussing repairs. The advisor did not mention the ASE certification or provide positive findings to reassure the customer about their vehicle's overall condition.

AI coaching points

  • Start the call with a clear introduction: 'Hi, this is Zach from Chloe's Auto Repair & Tire. Is now a good time to go over the results of your vehicle inspection?'
  • Before discussing repairs, reassure the customer by mentioning positive findings from the inspection, such as 'The good news is that your cabin filter and wiper blades are in good condition.'
  • Clearly state the technician's name and their qualifications to build credibility: 'Our ASE Certified Technician and I have completed a thorough inspection of your vehicle.'

about 6 hours ago

4:00

76/100

Yellow · fine-tuneZachinbound · Kennesaw

The Service Advisor provided a good greeting and attempted to schedule an appointment, but missed key elements of the training script by not fully exploring the customer's concerns before discussing scheduling.

AI coaching points

  • After the customer asks about pricing, respond with: 'I'd be happy to help you with that. May I ask what kind of symptoms or conditions you're experiencing with your vehicle?'
  • Allow the customer to fully explain their needs before moving on to scheduling an appointment.
  • Use follow-up questions to gather more information about the customer's vehicle issues, such as: 'When did it start?' or 'Are there any warning lights on?'

about 7 hours ago

2:30

76/100

Red · coach nowExt ?inbound · Dallas Hiram

Inbound inquiry scored 45/100 (red).

AI coaching points

  • Improve “Shop intro & welcome”: Few rubric cues detected — review this section.
  • Improve “ASC certified guidance”: Few rubric cues detected — review this section.
  • Improve “Issue discovery”: Few rubric cues detected — review this section.
process gap

3 days ago

—

45/100

Red · coach nowExt ?inbound · Dallas Hiram

Inbound inquiry scored 45/100 (red).

AI coaching points

  • Improve “Shop intro & welcome”: Few rubric cues detected — review this section.
  • Improve “ASC certified guidance”: Few rubric cues detected — review this section.
  • Improve “Issue discovery”: Few rubric cues detected — review this section.
process gap

3 days ago

—

45/100

Red · coach nowExt ?inbound · Dallas Hiram

Inbound inquiry scored 45/100 (red).

AI coaching points

  • Improve “Shop intro & welcome”: Few rubric cues detected — review this section.
  • Improve “ASC certified guidance”: Few rubric cues detected — review this section.
  • Improve “Issue discovery”: Few rubric cues detected — review this section.
process gap

3 days ago

—

45/100