Northline Auto Group · 3 numbers · 9 people · 5 AI
Search calls, people, transcripts⌘K
Owner
EZ
Thursday, Jul 29
My calls · Thursday, Jul 29
all lines · compared with last Thursday department “Service” · 4 people ext 101 · Maria ChenHandled
128
34
+12 vs last Thu
Missed
4
1
without callback
Handled by AI
31
24% of all calls
Answer time
6s
median
Needs you
3 everything else was closed by AI or by a person6:47 pm
+1 415 555 0142 · missed after hours
AI Reception — caller asked to move Thursday's diagnostic to Friday morning
6:31 pm
Call #4471 flagged · Dev Patel · outbound
Quality control — recording disclosure was skipped
5:58 pm
7 of 38 webinar leads not reached
AI Secretary — stopped: outside permitted calling hours in their time zone
Calls
128 today · click a row to open the conversationExport| Time | Caller | Answered by | Outcome | Length | |
|---|---|---|---|---|---|
| 6:47 pm | +1 415 555 0142Repeat caller · 3rd call this month | AI Reception | booked | 0:47 | |
| 6:31 pm | +1 628 555 0119Dev Patel · outbound | 104 Dev Patel | no answer | 4:12 | |
| 6:12 pm | +1 415 555 0188New caller | 101 Maria Chen | quoted | 7:03 | |
| 5:54 pm | +1 510 555 0166— | AI Reception | handed off | 1:21 | |
| 5:40 pm | +7 495 555 0173Translator used · EN ↔ RU | 101 Maria Chen | booked | 12:04 | |
| 5:22 pm | +1 415 555 0121— | 107 Alicia Gomez | info | 2:38 |
Technical view
У этой роли нет доступа к содержимому разговоров: ни записи, ни расшифровки, ни сводки. Показаны плечи, маршрут, коды и качество канала — всё, что нужно, чтобы чинить маршрутизацию. Право слушать выдаёт только владелец, и себя в список допущенных эта роль внести не может.
Call legs · Thursday, Jul 29
128 calls · 214 legs · median post-dial delay 380 msExport CSV| Time | Leg | Route | Hangup cause | PDD | MOS | Length |
|---|---|---|---|---|---|---|
| 6:47 pm | inbound A | +1 415 555 0100 → schedule “After hours” → ext 110 | NORMAL_CLEARING | 210 ms | 4.3 | 0:47 |
| 6:31 pm | outbound B | ext 104 → prefix 9 → CID +1 628 555 0140 → carrier | NO_ANSWER | 640 ms | 4.1 | 4:12 |
| 6:12 pm | inbound A | +1 415 555 0177 → ring group “Service” → ext 101 | NORMAL_CLEARING | 330 ms | 4.4 | 7:03 |
| 5:54 pm | inbound A→B | +1 415 555 0100 → ext 110 → transfer → ring group “Service” | NORMAL_CLEARING | 180 ms | 4.2 | 1:21 |
| 5:31 pm | inbound A | +1 628 555 0140 → queue “Sales” → abandoned in queue | ORIGINATOR_CANCEL | 290 ms | — | 0:38 |
| 5:02 pm | inbound A | +1 415 555 0177 → voice menu “Main” → option 2 → ext 107 | NORMAL_CLEARING | 240 ms | 4.5 | 3:19 |
Routing health
drift between what the screen shows and what the switch executesVoice menu “Main”, option 4target extension was renumbered 108 → 109; the saved rule still sends to 108
Queue “Sales”3 of 4 agents registered · 1 phone offline since 2:10 pm
Call #4482 · inbound · Thu 6:47 pm · 0:47 · recorded
▶
0:19 / 0:47
Transcript
on-premise speech model · legs separated by channel · language detected: EnglishCaller
Hi, I'd like to book a diagnostic for Thursday.
AI Reception
Of course. Let me confirm your car model and a convenient time — then I'll pass it to the service advisor. This call is recorded, and I'm an AI assistant.
Caller
It's a 2021 Outback — afternoon works best.
AI Reception
Booked for Thursday 3:00 pm. If plans change, call this same number back.
AI staff
5 roles · same directory and numbering plan as people Enable a role →Autonomous · own extension
can receive a transfer, appear in the directory, answer instead of a personEXT 110pilot
AI Reception
Answers when nobody picks up, books, routes by meaning, logs to CRM.
Calls today19
Handled without a human92%
Cost today$0.76
EXT 111demo
AI Secretary
Makes outbound calls and sees the errand through: bookings, confirmations, campaigns.
Last campaign31 / 38
Demos booked9
Cost per campaign$6.14
EXT 112live
Quality control
Listens to 100% of calls, checks the script, rates outcomes, raises what looks wrong.
Reviewed today128
Flagged2
Costincluded
Assist · attach to a person
no extension of their own — they work inside someone else's callNO EXTENSIONdemo
Prompter
Listens to a live call and coaches the agent on the script — in the ear or on screen.
Attached to2 people
Prompts accepted—
NO EXTENSIONdemo
Translator
Translates the conversation both ways in real time. Each side hears their own language.
LanguagesEN ↔ RU, ES
Used this week3 calls
Coming
Lead qualification · call-back widget
How they work together
caller→
nobody picks up 20s→
AI Reception→
hands off on request→
a person+
Prompter coaches live→
Quality control reviews it afterwards
Ext 110 · AI Reception
pilot
LimitedРоль Technician видит номер, покрытие, результаты и журнал изменений, но не инструкции, знания и границы — это содержание бизнеса, а не конфигурация связи.
ExtensionКак её набрать и как перевести на неё звонок
110
Display nameВидно сотрудникам в справочнике
AI Reception
Voice
Ava · warm, medium pace
LanguagesОпределяется по первой фразе абонента
English (primary) · Russian · Spanish
Introduces itself asОбязательно и неотключаемо
“an assistant at Northline Auto Group”
What this role is forОдно предложение, которое читает и человек, и модель
Take every call nobody answers, find out what the caller needs, book service appointments, and put everything into the CRM so a human never has to ask twice.
Tone
Brief, warm, no small talk. Never more than two questions in a row.
Never sayПроверяется контролем качества на каждом звонке
Do not quote repair prices. Do not promise a specific technician. Do not say the shop is “fully booked” — offer the next available slot instead.
Tasks it may completeВсё остальное — передача человеку
Book a service appointment
Reschedule or cancel an existing one
Take a message and create a task
Quote prices from the price list
Take payment details
Business hoursИсточник — расписание АТС, не копия
Schedule “Business hours” · Mon–Fri 9:00–18:00, Sat 10:00–15:00
Services and duration
Uploaded · services.csv · 34 items · updated Jul 21
Frequently asked
Where to park · whether a loaner is available · how long a diagnostic takes · which cards are accepted
Writes into CRMHubSpot · connected Jul 12
Deal · Contact · Vehicle · Preferred time · Call recording link
Hand off to a human when
The caller asks for a person — always, immediately
The caller sounds upset or repeats a complaint
Two attempts failed to understand the request
The topic is money, a refund, or a legal question
Hands off to
Ring group “Service” → voicemail “General” if nobody answers
Never callsСтоп-лист общий для всех ролей ИИ
12 numbers · managed in Settings → AI ground rules
Maximum call length
6 minutes, then hands off
Answers afterКого именно она подменяет
Ring group “Service” · 20 seconds without an answer
Always answersКогда людей заведомо нет
Outside business hours · weekends · public holidays
On these numbers
+1 415 555 0100 (main) · +1 415 555 0177 (service)
Simultaneous calls
Up to 6
Calls · 30 days
418
14% of all inbound
Handled alone
92%
no human needed
Handed off
34
of which 9 on request
Cost · 30 days
$16.40
$0.039 per call
Outcomes
Appointment booked
267
Message taken
88
Handed to a person
34
Caller hung up
29
Plan
AI Reception · pilot · $0.039 per handled call, billed in AI minutes
This month
418 calls · 212 AI minutes · $16.40
What it replacedСчитается по звонкам, на которые раньше никто не отвечал
267 appointments booked outside business hours
| When | Who | What changed |
|---|---|---|
| Jul 29, 11:04 | Evgeniy Z. · Owner | “Never say” — added the rule about repair prices |
| Jul 27, 16:22 | Evgeniy Z. · Owner via assistant | Coverage — after-hours calls routed here instead of voicemail |
| Jul 24, 09:15 | Maria Chen · Supervisor | Hand-off target changed to ring group “Service” |
| Jul 21, 18:40 | System | Knowledge — services.csv uploaded, 34 items |
People
9 extensions · AI teammates live one level below, in the same numbering plan+ Add a person| Ext | Name | Department | Status | Calls today | AI assist | |
|---|---|---|---|---|---|---|
| 101 | Maria ChenService advisor | Service | online | 34 | Prompter · Translator | |
| 102 | Sam OkaforService | Service | online | 22 | — | |
| 104 | Dev PatelSales | Sales | on a call 2:14 | 28 | Prompter | |
| 107 | Alicia GomezParts | Parts | offline | 11 | — | |
| 109 | Riley NovakFront desk | Service | online | 19 | — |
On a person's card
одно место правки — обзор по всем людям лежит в Phone system → Security reviewIdentity & device
Добавочный, имя, «Set up a phone» — логин или QR
Where calls go
Переадресация, follow-me, голосовая почта
AI assist
Суфлёр и переводчик — включаются здесь
Boundaries
Разрешённые адреса, предел одновременных разговоров
Who can hear this person
Открытым текстом, включая контроль качества
Portal access
Роль в кабинете: Member, Supervisor, Technician, Owner
Departments
кто звонит одновременно и в каком порядке+ Add a department| Name | Number | Members | Strategy | If nobody answers | |
|---|---|---|---|---|---|
| Service | 200 | 101, 102, 109 | all at once | Ext 110 · AI Reception | |
| Sales | 201 | 104 | in order | Voicemail “Sales” | |
| Parts | 202 | 107 | all at once | Voicemail “General” |
Queues
«подождите, вам ответят» — с музыкой и поиском свободного+ Add a queue| Name | Number | Agents | Strategy | Waiting now | After 3 minutes |
|---|---|---|---|---|---|
| Sales | 300 | 104 · 3 of 4 registered | longest idle | 2 · longest 0:48 | Ext 111 · AI Secretary calls back |
Почему так«Перезвонить позже» вместо ожидания в очереди — это то, для чего ИИ-секретарь и нужен: абонент кладёт трубку, а не висит, и всё равно получает разговор.
Numbers
3 numbers · inbound route is read from the card, never from the list+ Request a number| Number | Label | Inbound route | Schedule | Calls · 7d |
|---|---|---|---|---|
| +1 415 555 0100 | Main | Schedule “Business hours” → Service; after hours → Ext 110 | Business hours | 612 |
| +1 415 555 0177 | Service | Voice menu “Main” → 4 options | Business hours | 388 |
| +1 628 555 0140 | Sales | Queue “Sales” → after 3 min Ext 111 | — | 284 |
Inbound route · +1 415 555 0100
меняется здесь, читается отсюда же — без второго источника правдыDuring business hours
Department “Service” · all at once · 20 seconds
If nobody answers
Ext 110 · AI Reception pilot
Outside business hours
Ext 110 · AI Reception
Special days
Dec 24–26 · Voicemail “General” with a holiday greeting
Speech analytics
считается на локальной модели · записи и текст не покидают наши серверыExportПокрытие
Посчитано по 1 042 из 2 914 звонков месяца. Не вошли: 1 610 без записи (короткие и служебные), 227 короче 30 секунд, 35 без распознанной речи. Проценты ниже относятся к 1 042 звонкам, а не ко всем.
Script compliance
Что обязано прозвучать — и прозвучало ли. Люди и ИИ в одной таблице.
87%
Recording disclosure94%
Named the company91%
Offered the service package61%
AI staff overall99%
Why people call
Темы обращений и их динамика. Разметка тем — работа ИИ, а не поиск по словам.
Book a service412
Status of my car258
Price question181
Parts availability112
Complaint79
Talk balance
Кто говорит больше, доля тишины, перебивания. Считается точно: плечи разложены по каналам записи.
Agent talk time58%
Caller talk time34%
Silence8%
Interruptions per call2.4
AI vs human
Отчёт, ради которого расширяют пилот — или сворачивают.
| AI | People | |
|---|---|---|
| Answered within 10 s | 100% | 72% |
| Booked an appointment | 64% | 58% |
| Caller asked for a human | 8% | — |
| Cost per handled call | $0.04 | $1.90 |
Word watch
Сохранённые запросы. Срабатывание приходит письмом и в Needs you.
“lawyer”, “sue”, “attorney”0
“competitor”, name of a rival shop14
“cancel my appointment”38
Missed & handling rate
Пропущенные и доля реально отработанных — а не «сколько было».
91%of missed calls got a call back
Missed this month118
Called back by AI72
Called back by a person35
Still open11
Balance
отчёты переехали в Analytics — здесь только деньгиBalance
$412.80
enough for ~19 days
Spent · Jul
$286.40
calls and numbers
AI minutes · Jul
318
$22.54 of the total
Auto top-up
Off
balance can run out at night
Plan & add-ons
включение роли ИИ — денежное действие и живёт здесь; настройка — в TeamQuality control
Слушает 100% звонков, проверяет скрипт
included
AI Reception
$0.039 за обработанный звонок
pilot until Aug 12
AI Secretary
Обзвоны и поручения
demo · enable
Prompter
Подсказка сотруднику в реальном времени
demo · enable
Translator
Живой перевод разговора
demo · enable
Call recording
Все звонки, хранение 90 дней
included
Transcription
Локальная модель, без внешних сервисов
included
Conferences
До 20 участников
included
Queues
Ожидание с музыкой и обратным вызовом
included
Call blocking
Чёрный список номеров
not available on your platform
Fax
Приём и отправка
not in your plan
Call-back widget
Кнопка обратного звонка на сайте
coming
AI ground rules
общие границы для всех ролей ИИ · переопределить в карточке роли нельзяAlways introduces itself as an assistantОтключить нельзя — это обещание бренда и требование ряда штатов
Always on
Announces that the call is recorded
On every call, in the first sentence
Permitted outbound hoursПо часовому поясу абонента, а не вашему
9:00 – 20:00 · Mon–Sat
Never callОбщий стоп-лист
12 numbers · 2 area codes
Hands off to a human on requestВсегда и немедленно
Always on
Transcription and recordingsНаписано здесь, потому что здесь об этом спрашивают
Хранятся в вашем контуре. Расшифровка — на нашем железе, локальной моделью. Наружу ничего не передаётся и ни на чём не обучается.
Portal users
роль в кабинете не равна добавочному номеру+ Invite| Person | Role | Sees conversations | Can change | |
|---|---|---|---|---|
| Evgeniy Z.owner@northline.co | Owner | All, with recordings | Everything | |
| Maria Chen101 · Service advisor | Supervisor | Department “Service” | Nothing technical | |
| Nate Brooksoutsourced IT | Technician | No content · technical view only | Phone system | |
| Dev Patel104 · Sales | Member | Own calls only | Own card |
ПредохранительТехнический администратор правит правила прослушки, но список допущенных к прослушке меняет только владелец — себя в него эта роль внести не может. Иначе ограничение по разделам остаётся декоративным.
My card
то, что вы можете менять у себяExtension
101
Where calls go when I'm busy
Voicemail “Maria Chen” after 20 seconds
Forward to my mobile
Off
AI assist
Prompter — coaches me during a call
Translator — EN ↔ RU
Who can hear my callsОткрытым текстом — право принадлежит человеку
Owner · Supervisor of “Service” · Quality control (automatic review)