📋 Executive Summary

Every call receives comprehensive AI analysis:

• AI Summary - Clear, actionable call synopsis
• Intent Classification - O1/O2/O3/N1-N4/X with confidence scores
• Opportunity Grading - Positive/Negative/Neutral with booking proof
• Script Adherence Score - 0-100 with critical fail gates
• Coaching Tips - Specific, actionable development guidance
• System Age Detection - OVER_8/UNDER_8 for sales targeting

🎯 Intent Classification

O - Opportunity / Booking Intent

• O1 - Hot Booking: Caller explicitly asks to schedule/buy; accepts next steps or time windows
• O2 - Quote/Estimate Intent: Wants price/quote or free estimate with openness to proceed
• O3 - Add-on: Adds paid work to existing appointment (e.g., duct cleaning add-on)

N - Neutral / Service Admin

• N1 - Status/ETA/Confirmation: Existing job/delivery status check
• N2 - Reschedule/Cancel: Modifying existing booking
• N3 - Billing/Admin/Warranty: Financial or paperwork matters
• N4 - Tech Support/Info Only: No request to book/buy

X - Not a Customer Lead

Telemarketing, vendor, recruiter, wrong number, spam - excluded from all metrics

✅ Opportunity Outcomes (PRIMARY KPI)

POSITIVE Outcome (Booked)

ONE of these MUST be present:

• Explicit Date/Time: "We'll see you Tuesday at 10 AM"
• Time Window: "Tech will arrive between 8-12" or "2-4 PM window"
• Booking Verbs: "You're booked", "You're scheduled"
• Caller Acceptance: Agent offers time, customer says "Yes, that works"
• Address + Time Together: Address confirmed PLUS time window agreed
• Metadata Confirmation: Wrap-up code = Booked/Created Job

NEGATIVE Outcome (Not Booked)

Opportunity existed BUT no firm booking:

• "We'll have someone call you back"
• "I'll think about it" / "Let me check with spouse"
• "Send me a quote" (no in-home visit scheduled)
• Customer declines or cancels
• Price shopping without commitment
• No availability could be offered
• CRITICAL: Every missed INBOUND call = NEGATIVE opportunity!

NEUTRAL Outcome (No Opportunity)

Not counted in conversion denominator - admin/status calls, wrong numbers, vendor calls, etc.

📊 Script Adherence Scoring (100 Points)

Category Breakdown:

• Opening & Rapport (10 pts): Approved greeting required - "Thank you for calling [Company], I'm [Name]. How can I make you more comfortable?"
• Data Capture & Order (20 pts): Name + Address BEFORE discussing options/pricing (CRITICAL)
• Discovery/Qualification (15 pts): Problem details, system age, location, etc.
• Value BEFORE Price (15 pts) - CRITICAL: Deliver value proposition before any price discussion
• Offer & Close (20 pts): Present correct fees, offer time windows, confirm details
• Objection Handling (10 pts): Use approved responses to common objections
• Post-Booking Upsell (5 pts): "And by the way..." upsell after booking confirmed
• Compliance & Admin (5 pts): Proper dispositions, manager alerts on missed opportunities

Grade Bands:

• 90-100: Platinum (Exceptional)
• 80-89: Pass (Solid)
• 60-79: Needs Coaching (Below Standard)
• <60 OR Critical Fail: Non-Compliant (Unacceptable)

Critical Fail Gates (Auto Non-Compliant):

1. Skipped approved greeting entirely
2. Quoted price/availability BEFORE name+address AND value-building
3. Ignored emergency safety cues (gas smell, sparking, smoke)
4. Rude, dismissive, or unprofessional behavior
5. Provided incorrect information

🔍 System Age Detection (Sales Targeting)

For HVAC calls ONLY - identifies high-value replacement opportunities:

• OVER_8_YEARS: Set high_value_flag=true - sales opportunity identified
• UNDER_8_YEARS: Likely still under warranty, repair focus
• UNKNOWN: Agent didn't ask or customer didn't mention

💡 Coaching Trigger: When 8+ year system detected, agent should plant replacement seeds: "I want you to know that's around the age when we see more frequent repairs. Our tech will provide you information on current promotions - up to $3000 off new systems."

📞 Outbound Call Rules

CRITICAL: Voicemail/No-Answer = NEUTRAL (Not Negative!)

For outbound calls that reach voicemail or no one picks up:

• is_opportunity = false
• outcome = "NEUTRAL"
• neutral_reason = "OUTBOUND_VOICEMAIL" or "OUTBOUND_NO_ANSWER"
• NOT counted as negative opportunities - excluded from conversion calculations

Outbound Conversion Calculation:

Outbound bookings ÷ Outbound conversations (voicemails excluded from denominator)

Outbound Script Requirements:

• Must identify self + company clearly
• State reason for call immediately
• Respect "not interested" - ONE polite attempt only
• No calls before 8 AM or after 8 PM local time
• Honor Do Not Call requests IMMEDIATELY

📈 Conversion Rate Formula (KEY METRIC)

Example Calculation:

• 100 total inbound calls
• 60 opportunity calls (is_opportunity=true)
  • 45 POSITIVE (booked)
  • 15 NEGATIVE (not booked)
• 40 neutral calls (excluded)
• Conversion = 45 ÷ (45 + 15) = 45 ÷ 60 = 75%

💡 10 MOST CRITICAL RULES

1. Opportunity = Intent to book paid service NOW or SOON (not admin/warranty callbacks)
2. POSITIVE = Firm date & time confirmed on this call
3. NEGATIVE = Opportunity existed but no date/time secured
4. NEUTRAL = Not an opportunity (admin, wrong number, service not offered)
5. INBOUND missed calls = NEGATIVE opportunity (lost revenue)
6. OUTBOUND voicemail/no-answer = NEUTRAL (not counted against conversion)
7. Conversion rate EXCLUDES neutrals from denominator
8. System age 8+ years = high_value_flag = true (sales targeting)
9. Script adherence is SEPARATE from outcome (can book but have poor script score)
10. ALL fields must be populated - complete coaching, reasoning, and confidence scores required

⚠️ Quality Flags & Management Alerts

Automatic management review for:

• Script adherence score < 60%
• Any critical fails present
• Outcome = NEGATIVE and opportunity_score > 80 (should have booked!)
• Missed calls during business hours
• Customer mentioned competitor by name
• Compliance issues (rudeness, incorrect info, safety ignored)

📄 Full Rulebook: For complete details including phrase libraries, coaching frameworks, and edge cases, see /grade.md (Version 2.0 Ultimate Edition)