Understanding the Flow

This Sankey diagram visualizes how calls move through different stages:

• Start → Voicemail: Voicemail system detected, message left
• Start → No Answer: Call not answered or unanswered
• Start → Brief/No Response: Very short call (<10s) with no meaningful interaction
• Start → Connected: Customer picked up and conversation started
• Connected → Appointment Confirmed: Customer verbally confirmed appointment
• Connected → SMS Confirmation Sent: Customer requested text confirmation
• Connected → Transferred to Agent: Call transferred to human agent
• Connected → Rescheduled: Customer requested to reschedule
• Connected → Customer Unavailable: Customer indicated they won't be available
• Start → Call Error: Technical failure during call

💡 The width of each flow represents the volume of calls. Hover over flows to see exact counts.