Recent tickets

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Example data. Every call on the store line shows here, from every phone and laptop.

Draft

Tickets come from MyRepairApp. Tap one to call or text the customer.

23

Calls

41

Texts

9

Repairs closed

2

Broken promises

AI read of the day · 3:10 PM

Fowler is carrying the day: Jefferson answers in under 2 minutes and closed 5 repairs. Ron told two customers "30 minutes" and both took close to an hour. Two missed calls at Fowler still have no callback, the oldest is 2 h 19 min old. Devon Walker asked about Spectrum by text 29 minutes ago and nobody has replied.

Promised vs. what happened

7 of 9 kept

The AI reads every call transcript and every text for a time promise, then checks it against when the ticket actually closed in MyRepairApp.

From first call to fixed

23called

›

14came inmedian 2 h 40 m later

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11ticket opened

›

9closedmedian 1 h 12 m

iPhone screen46 m

Battery29 m

Back glass58 m

Charging port1 h 06

Spectrum activation1 h 41

Bench time, check-in to closed. 9 callers never came in: 6 of them got no invite on the call.

Repairs today

Logged right?

#4875 iPhone 14 Pro · Back glassRon · Fowler · 58 min · $129

No part scannedLate

#4872 Moto G Play · Spectrum activationRon · Busch · 1 h 01 · $85

No closing noteLate

#4869 iPad 9th gen · ScreenJefferson · Busch · 52 min · $149 · paid by link

Clean

#4866 Galaxy S22 · BatteryMike · Busch · 18 min · $79

Clean

#4871 iPhone 13 · ScreenJefferson · Fowler · open 14 min · $149 quoted

In progress

#4874 PS5 · HDMI portJefferson · Fowler · day 3 · waiting on part

Customer not updated in 2 days

Clean = part scanned, closing note written, customer told it's ready, payment recorded.

Everything, as it happened

3:02

Maria Reyes texted: "will the screen be done tonight?" waiting 8 min

2:56

#4871 opened by Jefferson · iPhone 13 screen · Maria Reyes

2:48

Jefferson took a call from Maria Reyes · 4:12 · score 86 · promise made

2:41

Devon Walker texted about Spectrum no reply · 29 min

1:15

Ron took a call from Devon Walker · 1:37 · score 41 · no invite

1:06

#4872 closed by Ron · 41 min past the promise

12:51

Missed call (813) 555-0187 · voicemail · no callback · 2 h 19 m

11:48

#4866 closed by Mike · ready text sent · promise kept

Example data. All of it is made up to show the layout.

23

Calls today

2

Missed, no callback

61%

Spectrum pitched

Today

All recordings

Yesterday

Example data. Names, scores and times are made up to show the layout.

MR

Maria Reyes

(813) 555-0171 · customer since Mar 2026 · 2 repairs

Recording · Incoming · today 2:48 PM · answered on laptop by Jefferson

1:22 / 4:12

86

Strong call

Invited her in, quoted, pitched Spectrum with the right numbers.

✓Greeted with store name
✓Gave a price for the repair
✓Invited her into the store today
✓Offered the Spectrum switch
✓Numbers matched the offer sheet
✗Asked for the callback number −8
✗Offered a screen protector −6

Promise made on this call

Jefferson · 0:41 — "Come in before six and we'll have it done tonight."

2:56checked innowin progress8:30promised by close

Tracked against ticket #4871. You get an alert if it is still open at 8:00.

Moments that mattered

Jefferson · 2:31 — "…and if you switch to Spectrum today it's just the first month, fifty, plus thirty-five activation, and you walk out with the Moto today."

Maria · 2:40 — "Wait, the phone's free? What's the catch?"

Jefferson · 2:44 — "Keep it three months, then we unlock it and it's yours for any carrier."

Transcript

JeffersonThanks for calling CellFix Fowler, this is Jefferson.

MariaHi, my iPhone 13 screen is cracked, how much is that?

JeffersoniPhone 13 screen we do same day, you're looking at one-forty-nine. If you come in before six we'll have it done tonight.

MariaOkay, I might do that after work.

JeffersonPerfect. Quick question, who's your carrier right now?

MariaMetro, why?

DW

Devon Walker

(813) 555-0190 · new caller

Recording · Incoming · today 1:15 PM · answered on store cell · tagged Ron (clocked in)

0:00 / 1:37

41

Missed the sale

Gave a price and hung up. No invite, no Spectrum, no name.

✓Greeted with store name
✓Gave a price for the repair
✗Invited him into the store today −15
✗Offered the Spectrum switch −20
✗Asked for his name or number −10
✗Offered anything extra −6

Moments that mattered

Devon · 1:02 — "Cool, I'll think about it." ← walk-away line, no save attempt

Ron · 1:05 — "Alright, have a good one."

?

(813) 555-0187

Missed 12:51 PM · rang 32 s · nobody picked up

Voicemail · 0:22 · transcribed

"Hey, yeah, I got a Galaxy S23 that won't charge, wanted to know if y'all can look at it today and what it'd run me. Call me back."

Draft

Hi, this is CellFix Fowler returning your call. S23 charging port is usually $89 and about an hour, and we can look at it today until 8:30. Want to come by?

Who was supposed to answer

1Laptop at FowlerJefferson logged in · rang 15 s

2Store cell (Spectrum)rang 17 s

3Voicemailpicked up

114

Calls answered

71

Avg score

37

Came in after a call

How fast we get back to people

Goal: 5 min

Text back · median reply during open hours

Jefferson1 m 50

Mike3 m 05

Ron14 m 20

Call back · missed call to callback

Jefferson6 m

Mike13 m

Ron47 m

Ron left 4 missed calls with no callback at all this week. A reply counts for whoever sent it; a missed call belongs to whoever was clocked in.

Promises kept · this week

Mike12 / 12

Jefferson20 / 22

Ron8 / 15

When Ron says "30 minutes" the real number is 52. Coach him to quote an hour, or text the customer when it runs over.

Call quality by employee

Rubric

What the score checks

20Greeted with the store name + own name
20Invited the caller into the store today
20Offered the Spectrum switch, numbers right
15Gave a clear price
15Offered something extra (protector, case, buyback)
10Got a name and callback number

Every recorded call is transcribed and scored within a minute of hanging up. Mike can edit the rubric and the points.

Line

Fowler(813) 605-5004 · ported · calls + texts

Live

Busch(813) 605-3060 · port in progress

Day 9 of ~21

MyRepairApp textsTicket updates still go out from MRA's number and show in threads

Linked

Who rings, in what order

1Laptops logged in at the store15 s

2Store cell (Spectrum backup)20 s

3Mike's cell, after hours onlyoff

4Voicemail → transcribed → Inboxalways

Recording & scoring

Record every callPlays "this call may be recorded" first. Florida needs it.

Transcribe + scoreAbout 2¢ per call

Text Mike on a score under 50Urgent alerts only · 908 number

Ask "who took it?" on cell pickupsWhen two people are clocked in

Texts

AI drafts a replyHuman always taps Send

After-hours auto reply"We open at 10, we'll text you back first thing"

Missed call → text back in 60 sSends the draft automatically if nobody calls back

Hours

FowlerMon–Sat 10–8:30 · Sun 12–6

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BuschMon–Sat 10–8 · Sun 12–5:30

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Mockup · flip Employee phone / Admin portal at the top · the J button previews an incoming call