Agency Operations

What the RoofOps360 remote customer service and inside-sales team handled for Hometown Roofing & Restoration — every metric opens the underlying records.

Communications

Calls, email and text handled this month

Calls answered

287

92.9% answer rate

Missed calls

22

All received text-backs

Missed calls recovered

16

72.7% recovery

Emails answered

88

Avg 8m 06s first reply

Sales support

Lead contact through estimate follow-up

New leads contacted

84

4m 18s to first contact

Appointments scheduled

39

46.4% booking rate

Appointments confirmed

34

5 awaiting confirmation

Estimates followed up

61

9 awaiting a decision

Customer service health

Resolution, escalation and commitments

Issues resolved

27

Avg 1d 4h resolution

Open escalations

4

1 critical

Emergency issues

1

Critical severity, live

Promises due today

0

Urgent commitments open

Channel volume
Calls, emails and texts handled by day
Appointments booked by source
Where booked appointments originated
Lead qualification outcomes
How qualified conversations ended
  • Qualified & booked — 31
  • Qualified — callback — 18
  • Qualified — sales review — 9
  • Unable to contact — 12
  • Outside service area — 6
  • Not interested — 5
  • Renter / not authorized — 3
Average response time by channel
Seconds to first human response
Customer service cases by category
Open escalations
Awaiting action
  • Dean Kowalski
    Critical

    Nail puncture in tire and damaged flowerbed; homeowner threatening a public review.

    Open 1h 12m · Rosa Iglesias — Production Manager

  • Nate Ferrell
    High

    Carrier supplement response deadline is Aug 3 and the mortgage endorsement packet is not ready.

    Open 3h 40m · Accounting — Hometown

  • Sylvia Crain
    High

    Billing dispute escalating; customer mentioned posting about it publicly.

    Open 6d · Owner — Hometown

  • Vince Ottinger
    Medium

    Estimate three days overdue after a completed inspection; homeowner shopping other bids.

    Open 2d 6h · Sales Manager — Hometown

Agent workload
Open items per agent right now
  • Ana Santos9 open · On call
  • Mark Reyes12 open · Available
  • Claire Mendoza7 open · Wrap-up
  • James Cruz10 open · Available
  • Sofia Lim5 open · Break
Waiting on the roofing company
Items the agency team cannot close alone

  • Ottinger estimate pricing decision

    Owner: Estimating · Due Aug 2

    High

  • Crain payment-plan approval

    Owner: Owner · Due Aug 2

    High

  • Underlayment backorder re-sequencing

    Owner: Production · Due Aug 2

    Normal

  • Owner callback requested — Barnett

    Owner: Owner · Due Aug 2

    Normal
Recent activity
Latest actions taken on behalf of Hometown Roofing

  1. 5:06p · Mark Reyes

    Confirmed dumpster placement with Sunbelt Framing for the Fontaine install.

  2. 4:35p · James Cruz

    Rescheduled Cody Estrada's inspection to Aug 6, 9:00a and sent an SMS confirmation.

  3. 4:19p · Claire Mendoza

    Emailed the Ferrell contract and carrier scope to the mortgage company.

  4. 3:18p · Ana Santos

    Confirmed the Monday 7:00a crew arrival with Erika Fontaine.

  5. 2:47p · Ana Santos

    Opened warranty case CS-5502 for Sandra Pham's ridge vent noise.

  6. 2:02p · Mark Reyes

    Created lead LD-3407 from a Barnett referral and booked Aug 5, 3:30p.

  7. 11:18a · Ana Santos

    Escalated ESC-104 to production after the Kowalski property damage call.

  8. 10:05a · Mark Reyes

    Scheduled a Tuesday 5:15p callback for Priya Raman.

  9. 9:44a · Claire Mendoza

    Sent Hollis Barnett a plain-language ACV vs RCV breakdown.

  10. 8:12a · Ana Santos

    Booked Marissa Delgado's inspection for Aug 3, 10:00a with Dylan Carter.

Fictional demonstration data. Hometown Roofing & Restoration, its customers, agents and metrics are invented for this demo.