Appt Booked - Humanatic Category Appt Booked Complete Guide

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Category Instructions: Appt Booked

Humanatic Category Appt Booked Complete Guide

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

  • Firm Appointment.
  • 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
  • Soft Appointment
  • 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  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

  •  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
  • appt opportunity, but the appointment was not booked.
  •  appt opportunity, but the agent or caller needed to call back before booking the appointment.
  • appt opportunity, but not booked because the insurance is not accepted.
  • appt opportunity, but not booked because of price.
  • appt opportunity, but not booked because the procedure or service is not available.
  • appt opportunity, but not booked because the location is out of the service area.
  • appt opportunity, but 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

  • general conversation
  • Not represent an appointment opportunity.
  • business to business and not related to an appointment opportunity.
  • rescheduling an existing appointment.
  • call is about billing only.
  • call is not connected and/or contains no live conversation.
  • placed on hold and left on hold but no contact information was shared on the call.
  • reach voicemail.
  • wrong number.
  • Agent Answer, but the caller is not on the call.
  • caller did not reach the desired person, and instead left a message with a live person.
  • caller did not reach the desired person and declined to leave a message with a live person.
  • caller hangs up during the bridge greeting.
  • fax machine sounds or other similar noises.
  • call connection is lost and no contact information was shared and/or no appointment discussion took place..
  • 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.

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