Automotive · Service

Service Advisor Overflow Triage

Absorb service department call volume spikes without a customer hitting a busy signal.

Apps this needs

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup
DMS Keyloop, CDK or DMS export for customers & appointments. Connect during setup

How it works

  1. Agent monitors live call queue depth and automatically takes overflow calls beyond advisor capacity.
  2. Handles standard scheduling, rescheduling and status questions end-to-end using live DMS data.
  3. Routes only complex diagnostic or pricing questions to a human advisor, with full call context passed along.
  4. Reports overflow volume patterns to help the service manager plan staffing.

Data sources

Call queue/volume data DMS scheduling

What it targets

  • Overflow calls handled without a missed call Target 100%
  • Average hold time during peak periods Target 30s