Skip to main content
Capacity-adjusted booking rates show booking performance after removing bookable calls classified as Unbooked – Time Concern from the denominator. These optional metrics must be enabled for your team or enterprise. Contact your Avoca team if they are unavailable.

​
Understand the two rates

Both metrics keep the same numerator: Booked Calls + Recovered Calls. Booked Calls includes bookings completed after a transfer. Recovered Calls includes qualifying follow-up bookings and manual recovery marks. Transferred leads include leads dropped during a transfer where that classification is enabled. Time Concern counts only unbooked leads, including transferred leads whose final transfer outcome was unbooked. Already-booked calls and non-leads are not removed. For example, with 100 total calls, 80 leads, 40 booked calls, 8 recovered calls, and 20 unbooked Time Concern calls:
  • Fully recovered: (40 + 8) / (80 − 20) = 80%.
  • Raw recovered: (40 + 8) / (100 − 20) = 60%.
If the adjusted denominator is zero, the dashboard shows —, the API returns null, and the CSV cell is blank.
Time Concern uses the recorded unbooked call classification. A call subsequently recovered can still have that classification: it remains in the recovered numerator and the Time Concern exclusion. In that case, the adjusted rate can exceed 100%. These metrics are an adjustment scenario, not an actual conversion rate or a forecast.

​
Add the metrics to your dashboard

  1. Open Channels → Calls, or your enterprise Calls page.
  2. Set the date range and call filters.
  3. Open Customize Metrics and select either or both capacity-adjusted rates.
  4. Save your selection. Hover over a metric’s information icon to see the counts and subtraction used in its calculation.
Choose Export capacity metrics beside the customization control to download one CSV row containing the displayed counts and both rates. It uses the same date range and call filters as those cards. This is a metrics summary; the existing per-call export remains separate.

​
Retrieve JSON or CSV from the API

Use a key with read:calls permission and access to the requested team: GET https://api.prod.avoca.ai/api/v1/teams/{teamId}/call-analytics/capacity-adjusted-booking Supply dateFrom and dateTo as ISO timestamps with a time-zone offset. A request can span at most 31 days. This endpoint uses the team’s default call-type scope and excludes the standard non-actionable call reasons. Additional dashboard filters are not supported by this endpoint; use the dashboard export for a filtered view.
Add --data-urlencode 'format=csv' to download the same result as CSV. The column names match the JSON fields above. Rates are percentages, so 80 means 80%. For a period longer than 31 days, request non-overlapping ranges, sum the count fields, and recompute the rates using those sums. Do not average percentages. Use inclusive timestamp boundaries that do not overlap between requests. The endpoint returns 404 when the feature is disabled, 400 for an invalid date range, and 401/403 for missing authentication or insufficient access. Requests are limited to 10 per minute; wait before retrying a 429 response. An unavailable aggregate returns 503; retry later rather than interpreting it as zero. These rates use call outcomes. They do not use the number of days until an appointment was available. See soonest availability reporting for that separate measure.