Info: Call Review Requests

If you as an agent have stated your name within a call but our AI was unable to transcribe or recognize your name, we can adjust this for you!

If you did not state your name anywhere in the call we are unable to adjust this for you.
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The reason being that all data must be within the call and we also measure how often agents state their name vs when they do not. If no name was said, this is a metric that is measured and able to be filtered for by “No Agent Name”.

We cannot adjust (Initial/Last Touch) Marketing Channel.

The Marketing Channel uses session data to determine where the lead came from. That is also how tools like Google Ads, Facebook Ads, etc attribute leads. Making manual adjustments to marketing channels will cause inconsistencies across these platforms.

We cannot adjust (Initial/Last Touch) Treatment Type.

Treatment Type is almost always populated based on a selection directly made by a lead (a phone menu button press, a form dropdown, etc). This is used to measure what service the lead actually selected via your phone voice menu or online form.

For example, while speaking on the phone with a lead, you discuss that the lead needs to be booked for fillers. Initially, the lead was unsure of what they needed to schedule so they selected “Other” in your phone menu. The Treatment Type reflects the button selection that the lead made and shows as “Other” in your dashboard. To fix this issue you should instead modify your voice menu options and/or form dropdowns to be easier for your leads to make accurate selections.

If the lead was booked within the call provided for a call review request.

If the lead was not booked inside of the call provided, we are unable to adjust the call.

We base booked and not booked interactions almost solely on the content within a call.

There is an exception, however. If a booking with a form lead does occur outside of the call, we have a “Manual Update'' option that will help account for any bookings taken outside of Liine via phone call, text or online booking!

If the actual reason that the client did not book an appointment does not fit the description of the Reason Not Booked assigned to the call.

If the new Reason Not Booked that you are suggesting does not fit our scoring methodology.

For example, the reason not booked for a call shows as "Caller Procrastination". Within the call, the new lead does not book an appointment and leaves off by saying, “I need to check my schedule first” and no appointment dates or times were given. You believe the reason should be “Scheduling Issue”. According to our methodology, if no appointment times were given and no verbiage took place by the caller such as, “that won’t work with my schedule” it would in fact be “Caller Procrastination”.

If there is concrete evidence to support the adjustment of a new vs existing lead we will be happy to make this adjustment for you!

For example, if the lead is showing as a “New Lead” when in fact, you have a record that the lead has been seen in your office before.

Another example might be that our AI or team of reviewers simply missed verbiage of the client stating that they were a new or existing client within the call.

If there is no evidence to support the lead being new or existing inside or outside of the call.

Any data that is provided within that call will be what we base the Call Type of the lead off of if nothing else can be provided to support the adjustment request.

We cannot adjust location.

We are unable to adjust location for calls because of how we capture this data.

Location is based on either the selection that the lead has made via their form submission or phone tree selection or based on the tracking number that they have called to reach your practice.

We do not want to adjust this metric as it is a part of the patient journey and shows how the lead reached your practice through self selection or by the tracking numbers used.

This is valuable information that we do not want to alter!

If the proper verbiage was used by the agent but the AI did not pick up the verbiage in the call.

If the agent asked the proper questions according to our methodology, we are happy to make that adjustment for you!

If the agent did not ask the correct questions, in the correct order according to our Messaging Methodology.

For example, if you ask the lead in a call, “How did you hear about us?” but you ask this towards the end of the call after you have already booked the lead’s appointment, this will not be counted towards your Messaging Utilization as you must ask this question in the beginning of your call before you “Define the Next Step”.