Admin Always Knows How a Call Was Handled — From First Answer to Booking

The Full Picture, in Every Notification

When a call to EEK results in a booking, the admin team receives a post-call notification. Previously that notification showed the outcome — a booking was created, here are the details — but not the path: which agents handled the call, what was transferred, and at what point the booking was confirmed.

Every post-call notification now includes the full agent trail: the sequence of agents that handled the call, in order. A typical misfuel booking call shows: Whitey Triage → Whitey Qualifier → Rego Collector → Booking Closer. A known customer update call shows: Whitey Triage → Laura Customer. A wrong-line call shows: Whitey Triage → Redirect Handler.

For Quality Monitoring

The agent trail data shows how efficiently calls are being routed and where extra steps are being added unnecessarily. If a significant number of calls are going through four agent transfers when two should suffice, that is a signal that Triage's classification needs adjustment. The trail is operational data that drives ongoing improvement in the call routing configuration.