When an SMS is recorded going out to a number with an open miss episode, that episode closes with resolution 'text_back' and the response time is measured to that moment.
Also called: I texted them instead · text back · recovery by text
- 1recordOutbound normalises the destination number specifically so a text-back can be MATCHED to a missed call
- 2closeEpisodes is fired and forgotten — a metrics update must never fail a send that already happened
- 3The recovery is attributed to the sender, and marked 'covered' if that is not the accountable person
Builders often answer a missed call with a text — hands are full, they are on a roof, and the customer is more likely to read it anyway. The callback measure could not see those at all, so a rep who did the right thing showed up as having ignored the lead, and the queue kept nagging about someone already dealt with. An outbound text to someone whose call you missed now closes the callback debt automatically.
- Text recoveries invisible to the response metric
- Good behaviour scored as negligence
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