Hannah's Flow
How Hannah handles every inbound call · stages, guardrails, and outcomes
Click any stage to see details
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Disabled
Compliance rule
Inbound Call
PSTN to Domu Voice Platform
~2,400 / day
Greeting + Disclosure
Introduces Hannah · Spanish option · Recording consent
Identity Verification
Name · DOB · SSN Last 4 · Zip · all 4 required
Intent Recognition
Classifies request · routes to outcome
Hannah resolves · 4
Payment
Process transaction
Balance
Account inquiry
Arrangement
Defer payment
FAQ
General questions
Hannah assists, then transfers · 2
Channel Boundary
PCI · card entry
Contract Ambiguity
Human judgment
Immediate transfer, no resolution · 3
Fee Waivers
Supervisor only
Fraud Calls
Trigger words
Auth Failure 3x
Forced transfer
Operations
Wednesday, June 3, 2026
38 card-update transfers today· up from 12 yesterday
Check if a recent policy change is driving more card update requests
Verification pass rate dipped to 91.2%· below 94% baseline
Could indicate customers struggling with DOB or SSN entry
Resolution Rate
83%
↑ from 79% prior period
Click to expand
Calls
2,418
↑ 6.3% vs prior period
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Transfers
411
17% · ↑ from 14% prior period
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Avg Handle Time
3:12
↓ 8s vs prior period
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Handoff patterns
411 total transfers
Working as intended
Channel boundary
181
Contract ambiguity
115
Customer request
78
Handoff errors
Repeated request (3+ turns)
22
Lower the transfer threshold to 2 requests — customers asking twice have already decided.
Misunderstanding
10
Review the top 3 misclassified intents — most are "payoff" vs "balance" confusion.
Wrong information
0
Recent calls
Showing all · 12 of 2,418
Call IDTimeDurationOutcomeAgentVerified
Custom date range
Resolution Rate
Call Detail
1 / 8