Ring-outs & after-hours
When calls go unanswered — lunch rush, evenings, weekends — and what happens next.
Voicemail abandonment
How many callers hang up instead of leaving a message — and whether messages get returned.
Speed to lead
Time-to-first-response on web forms, texts, and callbacks — by channel and by hour.
Lead vs existing customer
A missed lead is usually lost forever; a missed customer is a trust hit. They need different fixes.
Missed demand by hour
Revenue-weighted: which hours leak the most valuable calls, not just the most calls.
Callback follow-through
Whether promised callbacks actually happen — and how long customers wait.