Appt Booked

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

• 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.