B2I · Escalation Workstream

Escalation Queue Console

Full picture across the four call queues — leads by day, how each queue resolves, how far CSP and customer calls got, and how much each outcome actually predicts closing the job.

Refreshed 10 Oct 2026 · filters cleared for this pull Source: B2I Escalation Workstream sheet 1917 real escalations (practice rows excluded)

After Assignment

527

33.6% installed
24.3% CSP · 11.2% CX connected

Visit Day

545

39.1% installed
30.3% CSP · 15.8% CX connected

Missed Visit

564

21.6% installed
22% CSP · 7.3% CX connected

After Arrival

281

82.9% installed
21.7% CSP · 7.5% CX connected

1 · After Assignment — 2 Hours

Technician assigned 3+ working hours ago and the CSP still hasn't called the customer. Goal: CSP calls and fixes a time.

527

leads

Leads by day

519.7%

26 Sep

458.5%

27 Sep

305.7%

28 Sep

438.2%

29 Sep

305.7%

30 Sep

336.3%

1 Oct

448.3%

2 Oct

377%

3 Oct

397.4%

4 Oct

377%

5 Oct

356.6%

6 Oct

234.4%

7 Oct

438.2%

8 Oct

346.5%

9 Oct

30.6%

10 Oct

Status mix

Installed 177 33.6%

Still open 81 15.4%

Cancelled / closed 147 27.9%

Timed out 122 23.1%

FYI 33.6% of leads in this queue are installed. Installed = Live status says Installed (includes "Installed by another team").

Day-by-day trend

Date	Leads	Installed %	CSP connected %	CX connected %
26 Sep	51	35.3%	33.3%	37.3%
27 Sep	45	44.4%	35.6%	33.3%
28 Sep	30	43.3%	13.3%	26.7%
29 Sep	43	41.9%	18.6%	2.3%
30 Sep	30	43.3%	30%	3.3%
1 Oct	33	39.4%	18.2%	3%
2 Oct	44	38.6%	15.9%	2.3%
3 Oct	37	40.5%	21.6%	5.4%
4 Oct	39	25.6%	25.6%	2.6%
5 Oct	37	40.5%	27%	5.4%
6 Oct	35	28.6%	25.7%	2.9%
7 Oct	23	21.7%	26.1%	4.3%
8 Oct	43	16.3%	25.6%	9.3%
9 Oct	34	8.8%	20.6%	5.9%
10 Oct	3	0%	0%	0%

Read The most recent day above is still in progress — its Installed % and connect % will keep moving; don't read it as a final result yet.

CSP calls (1st leg)

24.3%connected · 128 / 527

Not called192 36.4%

No answer157 29.8%

Spoke128 24.3%

Busy – call back50 9.5%

Customer calls (CX leg)

11.2%connected · 59 / 527

Not called393 74.6%

No answer70 13.3%

Spoke59 11.2%

Busy – call back5 0.9%

Does the call actually predict installation?

Spoke vs No Spoke (Busy, No answer, Wrong/missing number combined; leads that were never called are left out) — the share of each that was installed (Live status says Installed).

CSP leg
Disposition	Leads	Installed	% Installed
Spoke	128	41	32%
No SpokeBusy · No answer · Wrong number	207	58	28%

Customer leg
Disposition	Leads	Installed	% Installed
Spoke	59	18	30.5%
No SpokeBusy · No answer · Wrong number	75	24	32%

2 · Visit Day — Slot Confirmation by 12 PM

Visit is today and the CSP hasn't called the customer by noon. Goal: customer knows when the technician is coming.

545

leads

Leads by day

387%

26 Sep

6211.4%

27 Sep

336.1%

28 Sep

387%

29 Sep

397.2%

30 Sep

346.2%

1 Oct

437.9%

2 Oct

376.8%

3 Oct

437.9%

4 Oct

448.1%

5 Oct

468.4%

6 Oct

346.2%

7 Oct

224%

8 Oct

325.9%

9 Oct

Status mix

Installed 213 39.1%

Still open 48 8.8%

Cancelled / closed 149 27.3%

Timed out 135 24.8%

FYI 39.1% of leads in this queue are installed. Installed = Live status says Installed (includes "Installed by another team").

Day-by-day trend

Date	Leads	Installed %	CSP connected %	CX connected %
26 Sep	38	42.1%	39.5%	39.5%
27 Sep	62	40.3%	30.6%	51.6%
28 Sep	33	54.5%	42.4%	18.2%
29 Sep	38	39.5%	21.1%	2.6%
30 Sep	39	51.3%	20.5%	7.7%
1 Oct	34	44.1%	26.5%	11.8%
2 Oct	43	32.6%	16.3%	2.3%
3 Oct	37	37.8%	29.7%	0%
4 Oct	43	39.5%	14%	14%
5 Oct	44	43.2%	38.6%	9.1%
6 Oct	46	34.8%	32.6%	13%
7 Oct	34	29.4%	41.2%	2.9%
8 Oct	22	36.4%	36.4%	13.6%
9 Oct	32	18.8%	43.8%	12.5%

Read The most recent day above is still in progress — its Installed % and connect % will keep moving; don't read it as a final result yet.

CSP calls (1st leg)

30.3%connected · 165 / 545

Not called171 31.4%

Spoke165 30.3%

No answer151 27.7%

Busy – call back58 10.6%

Customer calls (CX leg)

15.8%connected · 86 / 545

Not called362 66.4%

No answer89 16.3%

Spoke86 15.8%

Busy – call back8 1.5%

Does the call actually predict installation?

Spoke vs No Spoke (Busy, No answer, Wrong/missing number combined; leads that were never called are left out) — the share of each that was installed (Live status says Installed).

CSP leg
Disposition	Leads	Installed	% Installed
Spoke	165	68	41.2%
No SpokeBusy · No answer · Wrong number	209	65	31.1%

Customer leg
Disposition	Leads	Installed	% Installed
Spoke	86	43	50%
No SpokeBusy · No answer · Wrong number	97	30	30.9%

3 · Missed Visit — Day 1

Visit was yesterday, nobody came, and the CSP hasn't called the customer today by 10 am. Goal: new time, or job closed in the app.

564

leads

Leads by day

508.9%

26 Sep

315.5%

27 Sep

488.5%

28 Sep

335.9%

29 Sep

437.6%

30 Sep

315.5%

1 Oct

396.9%

2 Oct

427.4%

3 Oct

335.9%

4 Oct

407.1%

5 Oct

376.6%

6 Oct

407.1%

7 Oct

356.2%

8 Oct

254.4%

9 Oct

376.6%

10 Oct

Status mix

Installed 122 21.6%

Still open 72 12.8%

Cancelled / closed 155 27.5%

Timed out 215 38.1%

FYI 21.6% of leads in this queue are installed. Installed = Live status says Installed (includes "Installed by another team").

Day-by-day trend

Date	Leads	Installed %	CSP connected %	CX connected %
26 Sep	50	24%	26%	32%
27 Sep	31	22.6%	25.8%	6.5%
28 Sep	48	20.8%	20.8%	6.2%
29 Sep	33	33.3%	24.2%	6.1%
30 Sep	43	30.2%	11.6%	0%
1 Oct	31	25.8%	19.4%	3.2%
2 Oct	39	30.8%	30.8%	10.3%
3 Oct	42	21.4%	23.8%	0%
4 Oct	33	21.2%	24.2%	6.1%
5 Oct	40	20%	32.5%	7.5%
6 Oct	37	21.6%	29.7%	5.4%
7 Oct	40	25%	20%	5%
8 Oct	35	11.4%	11.4%	5.7%
9 Oct	25	12%	20%	8%
10 Oct	37	0%	8.1%	0%

Read The most recent day above is still in progress — its Installed % and connect % will keep moving; don't read it as a final result yet.

CSP calls (1st leg)

22%connected · 124 / 564

Not called200 35.5%

No answer164 29.1%

Spoke124 22%

Busy – call back75 13.3%

Wrong / missing number1 0.2%

Customer calls (CX leg)

7.3%connected · 41 / 564

Not called475 84.2%

Spoke41 7.3%

No answer40 7.1%

Busy – call back8 1.4%

Does the call actually predict installation?

Spoke vs No Spoke (Busy, No answer, Wrong/missing number combined; leads that were never called are left out) — the share of each that was installed (Live status says Installed).

CSP leg
Disposition	Leads	Installed	% Installed
Spoke	124	25	20.2%
No SpokeBusy · No answer · Wrong number	240	48	20%

Customer leg
Disposition	Leads	Installed	% Installed
Spoke	41	15	36.6%
No SpokeBusy · No answer · Wrong number	48	7	14.6%

4 · After Arrival — 3 Hours

Technician reached 3+ hours ago and installation still isn't finished. Goal: know what's stuck; CSP closes it in the app.

281

leads

Leads by day

2910.3%

26 Sep

207.1%

27 Sep

176%

28 Sep

113.9%

29 Sep

113.9%

30 Sep

258.9%

1 Oct

176%

2 Oct

176%

3 Oct

248.5%

4 Oct

227.8%

5 Oct

2910.3%

6 Oct

279.6%

7 Oct

155.3%

8 Oct

165.7%

9 Oct

10.4%

10 Oct

Status mix

Installed 233 82.9%

Still open 13 4.6%

Cancelled / closed 16 5.7%

Timed out 19 6.8%

FYI 82.9% of leads in this queue are installed. Installed = Live status says Installed (includes "Installed by another team").

Day-by-day trend

Date	Leads	Installed %	CSP connected %	CX connected %
26 Sep	29	75.9%	31%	6.9%
27 Sep	20	85%	30%	5%
28 Sep	17	82.4%	5.9%	0%
29 Sep	11	81.8%	18.2%	0%
30 Sep	11	63.6%	27.3%	18.2%
1 Oct	25	84%	16%	0%
2 Oct	17	82.4%	17.6%	11.8%
3 Oct	17	88.2%	11.8%	5.9%
4 Oct	24	83.3%	33.3%	16.7%
5 Oct	22	95.5%	18.2%	0%
6 Oct	29	93.1%	31%	13.8%
7 Oct	27	92.6%	22.2%	11.1%
8 Oct	15	73.3%	20%	13.3%
9 Oct	16	62.5%	6.2%	0%
10 Oct	1	0%	0%	0%

Read The most recent day above is still in progress — its Installed % and connect % will keep moving; don't read it as a final result yet.

CSP calls (1st leg)

21.7%connected · 61 / 281

Not called140 49.8%

Spoke61 21.7%

No answer53 18.9%

Busy – call back26 9.3%

Wrong / missing number1 0.4%

Customer calls (CX leg)

7.5%connected · 21 / 281

Not called229 81.5%

No answer24 8.5%

Spoke21 7.5%

Busy – call back7 2.5%

Does the call actually predict installation?

Spoke vs No Spoke (Busy, No answer, Wrong/missing number combined; leads that were never called are left out) — the share of each that was installed (Live status says Installed).

CSP leg
Disposition	Leads	Installed	% Installed
Spoke	61	51	83.6%
No SpokeBusy · No answer · Wrong number	80	60	75%

Customer leg
Disposition	Leads	Installed	% Installed
Spoke	21	16	76.2%
No SpokeBusy · No answer · Wrong number	31	26	83.9%