Sunday September 28: 115 calls went unanswered. Ninety-six at Selden, nineteen at Rocky Point — ten times a normal day at both offices simultaneously. Nothing in the data explains it, and nobody flagged it at the time.
Missed yesterday
11
Selden 8 · Rocky Pt 3
Missed this month
849
Selden 745 · Rocky Pt 104
Outbound September
18,787
894 a day
September premium
$374,977
3rd monthly decline
Missed calls, every day in September
A normal Selden day is 5 to 22 missed. Sep 14 hit 36 and Sep 28 hit 96 — 115 missed across both offices.
The phones
| Name | Role | Inbound/day | Outbound/day | Month outbound |
|---|---|---|---|---|
| Brianna | Sales | 5.0 | 353.1 | 5,297 |
| Erick Vasquez | Sales | 8.8 | 105.6 | 2,218 |
| Jayme Fragola | Sales | 6.7 | 94.2 | 1,884 |
| Michael Phillips | Sales | 16.4 | 70.4 | 1,268 |
| Peter Thompson | Sales | 10.6 | 61.9 | 1,052 |
| Taylor Fisher | Sales | 11.4 | 50.9 | 917 |
| Bonnie Rumph | Sales | 5.4 | 50.2 | 904 |
| Tyler Anselmo | Sales | 17.7 | 45.1 | 857 |
| Nicholas | Sales | 24.2 | 44.1 | 883 |
| Pablo | Service | 39.8 | 3.7 | 71 |
| Jess | Service | 35.4 | 5.9 | 123 |
| Amber | Service | 27.9 | 12.1 | 194 |
| Kaila | Service | 25.8 | 6.1 | 116 |
| Tyler L | Service | 21.8 | 6.7 | 127 |
| Brittany | Service | 20.3 | 6.6 | 125 |
Fifteen people on phones; only seven have a report card. Brianna makes 353 calls a day and is graded on nothing. The Sales and Service labels are our inference from call patterns — nothing in the files states a role.
September pace — auto premium vs goal
Tyler Anselmo
115%
Peter Thompson
107%
Erick Vasquez
68%
Taylor Fisher
63%
Michael Phillips
61%
Melanie Cassel
61%
Jayme Fragola
50%
Binder AI
What I would ask about today
- Why did both offices miss ten times their normal calls on Sunday Sep 28 — and why did nobody flag it?
- Tyler's life production fell from 216% of goal in April to 33% in September. What changed?
- Brianna made 5,297 outbound calls in September with no report card and no production record. What are those calls producing?