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Who calls and what they ask for

What your phone knows about your customers

Three blocks that aren’t about bookings but about demand: why people call you and from where, how they behave when they get through, and what happens when a venue has no table free.

DashboardCall intelligence

Call intelligence

Headline metric · Top call reasons

Where to find it

  • Dashboard
  • Venues
  • Agents
  • Channels
  • Contacts
  • Activity
  • Integrations
  • Requests
  • Reports
  • Billing
  • Team

Call intelligence

Reasons, language and traffic patterns of incoming calls

1,014

Unique customers

58 sec

Average call duration (mins)

phone only

542

Repeat calls

241 returning customers

Top call reasons

  1. 1Book38.6%
  2. 2Unidentified23.8%
  3. 3No interaction20.7%

Call reasons

Most common call reason

1,563
  • Book60438.6%
  • Unidentified37223.8%
  • No interaction32320.7%
  • Transfer18511.8%
  • Queries523.3%
  • Modify booking171.1%
  • Cancel booking60.4%
  • Confirm appointment40.3%

Returning customers by reason

Why customers call back

366
  • Unidentified10629.0%
  • No interaction9425.7%
  • Book9124.8%
  • Transfer5815.8%
  • Queries82.2%
  • Modify booking61.6%
  • Cancel booking30.8%

Call distribution

Number of calls by time slot

CallsBookingsCallsSimultaneous
000102030405060708091011121314151617181920212223Total
Mon202
Tue138
Wed138
Thu169
Fri196
Sat154
Sun172
Total0000000051228481172031329061596190132854151,169
00-88-1616-2424-3232-4040+

Booking distribution

Which day the bookings are for (the restaurant’s future load) · 271 bookings · 1,096 Pax

16/0821/0826/0831/0805/0910/09

Calls by country · panel

1,323
  • Spain1,23093.0%
  • Italy211.6%
  • France191.4%
  • Germany141.1%
  • United States120.9%
  • United Kingdom50.4%
  • 9 other countries120.9%
  • Unidentified30.2%

“Unidentified” groups conversations without a valid phone number, such as WhatsApp ones.

Portal replica · sample data

Reasons, language and traffic patterns of what comes in.

What you see

  • Unique customers · average duration and repeat calls
  • Reasons · ranked, and for returning callers only
  • Heatmap · by day and hour, with simultaneous calls
  • Future load · which day the bookings are for
  • Countries · where calls come from

DashboardCustomer insights

Customer insights

Headline metric · No-shows and attendance

Where to find it

  • Dashboard
  • Venues
  • Agents
  • Channels
  • Contacts
  • Activity
  • Integrations
  • Requests
  • Reports
  • Billing
  • Team

Customer insights

Attendance, group size patterns and customer queries

No-shows

2

Total no-shows

  • 2No-shows0.8%
  • 255Attended99.2%

out of 257 bookings for this period

Call language

946
  • Español88493.4%
  • Català384.0%
  • English161.7%
  • Italiano40.4%
  • Français40.4%

Group booking analysis

Bookings above each venue’s standard maximum party size

1
8p
2
9p
6
10p
1
11p
2
12p
2
14p
1
31p
2
40p
1
55p
  • Requested 18(287 Pax)
  • Approved 7(72 Pax)
  • Rejected 2(22 Pax)
  • Pending 9(193 Pax)

Transfers

337 calls transferred

Transfer reasons

  • At the caller’s request22667%
  • Other4714%
  • Technical limitations4413%
  • Managing existing bookings206%

What happens after a transfer

  • 20Answered6%
  • 212Bot took over again63%
  • 37Interrupted11%
  • 68Ongoing20%
Portal replica · sample data

Attendance, language, groups and transfers.

What you see

  • No-shows · out of the period’s bookings
  • Language · the call was handled in
  • Large groups · requested, approved, rejected and pending
  • Transfers · why they’re passed on and what happens next

DashboardCross-selling

Cross-selling

Headline metric · Accepted recommendations

Where to find it

  • Dashboard
  • Venues
  • Agents
  • Channels
  • Contacts
  • Activity
  • Integrations
  • Requests
  • Reports
  • Billing
  • Team

Cross-selling

Recommendations to other venues

8/64

accepted (13%)

  • 8Accepted
  • 56Not accepted

Each recommendation is a customer who didn’t fit in one venue and whom the assistant offered another venue in the group, on the same call.

Portal replica · sample data

When a venue is full, the assistant offers another one in the group.

What you see

  • Recommendations · offered and accepted
  • Acceptance · the period’s percentage
  • Another venue · where the customer who didn’t fit goes

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