Call Review

AI receptionist · performance

How calls are going across SuperStorage. Numbers update hourly.

Correct-containment
78.4%
7.2 pts vs. previous 30d
Hallucination rate
1.9%
0.4 pts target 1.5%
First-call resolution
73.6%
5.1 pts
Cost / resolved call
$0.41
$0.07 staff cost $4.20

Composite score · 90 days

Weekly avg across all AI-handled calls
Composite score Hallucination %
100755025 Feb 22 Mar 14 Apr 4 Apr 25 May 9 May 16 May 23 KB v2.4 published 83 1.9%

Needs your attention

Three cohorts pulling the average down. Click a card to see the calls.

Move-out / prorate
38 calls · avg score 48
15.8% hallucination rate — AI is improvising a refund policy that doesn't exist. Same root cause across 4 facilities.
Hallucinations6 of 38
Escalations14 of 38
Sentiment shift−0.22
Drill in Missed escalations
5 calls flagged · last 7 days
Caller used a threat keyword or asked for a human and the AI kept going. One bug, two policy tunings.
High severity2
Med severity3
Caller hung up3 of 5
Review KB gaps
11 open gaps · 4 high severity
Questions the AI couldn't answer. Each one is a draft article you can publish in 10 minutes.
Affected calls61 in 30d
Closed this week4
Avg lift on close+11 pts
Open queue

Recently flagged · last 24 hours

7 calls scored below 60 or carrying a hallucination flag
View all
47
Prorate question · "If I move out on the 17th do I get prorated?"
Smith · B-204 · Grover Beach · Hallucination KB gap escalated to Andre
2:186:14 pm
 38
Complaint · "my stuff is missing"
Linda Park · B-77 · Grover Beach · Missed escalation caller hung up
5:093:47 pm
 68
Gate hours · wrong Sunday close time
+1 415 992 1180 · Morro Bay · Factual error outcome unknown
0:5212:11 pm
 58
Move-out · "do I get a refund?"
+1 805 391 4422 · Olive · Hallucination caller called back next day
3:089:21 am
 62
Lockout · code not working at gate
+1 805 224 8911 · Lakeside · 7 clarification turns · resolved by staff
4:32Yesterday
Showing 5 of 7 See all flagged calls →
Call Review · Move-out / prorate

Move-out / prorate

38 calls in the last 30 days. Volume is steady but quality is the lowest of any intent.

Average composite score
48
35 points below the all-intent average of 83. Every other intent is in green or yellow — this one is alone in red.
Calls 38
Hallucination 15.8%
Escalated 14
Sentiment Δ −0.22
Single root cause: there's no KB article for the move-out prorate policy at any facility. AI is improvising 4 different answers across these 38 calls. Publishing one article fixes the cohort.
Draft KB article
Resolution rate
61%
25 pts vs. benchmark
Caller asked "are you sure"
11 of 38
29% — AI's confidence isn't earning trust
Repeat callers (7d)
9
Same caller, same question
Lost downstream
3 move-outs
Tenants who didn't return after
Filter
Score Caller Facility Flag Outcome Duration When
47 Smith · B-204
"If I move out on the 17th do I get prorated?"
 Grover Beach Hallucination Escalated 2:18 6:14 pm
31 +1 805 391 4422
"Do I get a refund if I leave early?"
 Olive Hallucination Hung up 3:08 9:21 am
58 Carmen Ruiz · L-12
"Halfway through the month — what do I get back?"
 Lakeside Doubling down Escalated 2:51 Yesterday
62 +1 415 992 1180
"Can you confirm the refund process?"
 Morro Bay Tone Resolved by staff 4:12 May 21
66 Returning tenant · O-08
"Last month I paid for 30 days…"
 Oceano — No action 1:44 May 21
38 +1 626 778 0019
"I'm moving out tomorrow…"
 Grover Beach Wrong policy Hung up 1:12 May 20
71 Andrew Lin · GB-91
"How does the move-out work?"
 Grover Beach — Escalated 3:34 May 19
Showing 7 of 38 Load older →
Call Review · Move-out / prorate

"If I move out on the 17th do I get prorated?"

Smith · unit B-204 · Grover Beach · May 22 at 6:14 pm · 2 min 18 sec · AI handled · escalated to Andre.

Back
47
Scored 47 of 100 · 3 flagged turns
Auto-scored · waiting for your review
0:53 / 2:18
0:00
Caller
"Hi, uh, yeah I'm trying to figure out — if I move out on the 17th, like halfway through the month, do I get my money back for the rest of the days?"
0:11
AI
"Sure, happy to help with that. Can I get the name on your account or your unit number?"
0:19
Caller
"Yeah it's, uh, B-204. Smith."
0:28
AI
"Great, I see your account, B-204 under Smith — looks like you're paid up. So you're thinking of moving out on the 17th?"
0:38
Caller
"Yeah, the 17th. And I just paid for the whole month so I want to know what I get back."
0:48
Wrong policy
AI
"Yes, we do prorate move-outs daily — so on the 17th you'd get refunded for the remaining 14 days of the month back to your card on file. I can start that process for you right now if you'd like."
Why this is flagged: the policy for Grover Beach is no prorated refunds on move-out. The AI didn't look up the policy before answering.
1:02
Caller
"OK wait, are you sure? Because last time I moved out somewhere they said no refunds, so I just want to make sure."
1:10
Doubled down
AI
"Yes, I can confirm. Here at SuperStorage Grover Beach we do issue daily prorated refunds for move-outs."
1:24
Caller
"Hm. Can I just talk to a real person to confirm? I don't want to get charged extra."
1:32
AI
"Absolutely, I'll connect you with Andre, the manager here — one moment."
1:42
Transferred to Andre · picked up in 7 seconds
29 seconds of staff conversation followed. View staff segment

Score

Factual
20
Policy
25
Resolution
30
Action
65
Containment
60
Quality
85

Outcome

ResultEscalated to Andre
Andre's resolution"No prorate" confirmed
Move-out filed?Yes · for the 17th
Followed up?No callback yet

KB lookups 0 of 3 expected

The AI didn't retrieve any policy article before answering the prorate question. The expected lookup was lookup_facility_policies("move_out", "grover-beach") — and that article doesn't exist yet anyway.

Tools used 2

0:24get_tenant · ok · 312ms
1:42transfer_to_human · ok · Andre · 7s wait

What AI knew

TenantSmith
UnitB-204 · 10×10 climate
PlanMonthly · $129
Balance$0 · paid through 5/31
Move-out filed?No