Granted vs Reached
Two lists, two minutes: what you think your agent can do, and what it can actually reach.
The Ten-Row Check
Take your last ten inquiries and give each one a row.
The ECHO line
Ten rows will tell you more than the one example that annoyed you most.
A one-page sheet for reviewing your last ten inquiries: what came in, what the agent did, where it went, who finished it, and how many minutes it took to finish. Run it before you change anything, so you start from a baseline instead of an anecdote. It works the same way for any other recurring job.
TO BE TESTED — RESULTS WILL BE SHAREDFrom our free Role Cards30 min
What it catches
Work that looks finished and isn't, and supervision time you haven't counted.
Setup time
30 min
Steps
- Pick one recurring job, such as answering new inquiries, and pull its last ten examples. Remove names and health details.
- Draw five columns: What came in · What the agent did · Where it went · Who finished it · Minutes to finish it. Give each example one numbered row.
- Fill each row from the record (the sent message, the calendar entry, the quote tool) and write down what actually happened.
- Add up the last column, and count the rows a person had to finish or redo.
- Circle the rows where something went wrong, and note whether the agent went too far or held back when it shouldn't have.
What to do with the result
Keep the sheet as your baseline. Change one thing, the pattern that cost you the most minutes, then fill ten new rows and compare. Check that any improvement didn't just come from the agent stopping more often or doing less.
A pasted role guides the agent. Your tool's settings are what stop an action.
Want it set up in your own tools? Book a Working Session · $450Working Sessions run in English or Spanish.