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given"],"current":{"completed":33,"cancelled":27,"total":60,"cancelRate":0.45,"revenue":1094,"medianToScene":52,"onTimeRate":0.7586206896551724},"previous":{"completed":31,"cancelled":16,"total":47,"cancelRate":0.3404255319148936,"revenue":1060,"medianToScene":42,"onTimeRate":0.7307692307692307},"volumeChange":0.2765957446808511,"cancelRateChange":0.1095744680851064},{"market":"Greensboro, NC","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"63 → 37 calls (−41%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"8% → 30% (+22 pts)"},{"code":"cancels","label":"More cancellations","detail":"5 → 11 cancelled"}],"focus":["Response speed: 1 call cancelled by the customer, median 21 min after the call","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":26,"cancelled":11,"total":37,"cancelRate":0.2972972972972973,"revenue":530,"medianToScene":50.5,"onTimeRate":0.8636363636363636},"previous":{"completed":58,"cancelled":5,"total":63,"cancelRate":0.07936507936507936,"revenue":1190,"medianToScene":61,"onTimeRate":0.8723404255319149},"volumeChange":-0.4126984126984127,"cancelRateChange":0.21793221793221795},{"market":"Albany, NY","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"47 → 7 calls (−85%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"11% → 57% (+47 pts)"},{"code":"highRate","label":"High cancel rate","detail":"57% of 7 calls cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":3,"cancelled":4,"total":7,"cancelRate":0.5714285714285714,"revenue":60,"medianToScene":null,"onTimeRate":null},"previous":{"completed":42,"cancelled":5,"total":47,"cancelRate":0.10638297872340426,"revenue":1250,"medianToScene":38,"onTimeRate":0.8888888888888888},"volumeChange":-0.851063829787234,"cancelRateChange":0.46504559270516715},{"market":"Greenwood, SC","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"35 → 12 calls (−66%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"26% → 42% (+16 pts)"},{"code":"highRate","label":"High cancel rate","detail":"42% of 12 calls cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 17 min after the call","Ask the club why: 2 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":7,"cancelled":5,"total":12,"cancelRate":0.4166666666666667,"revenue":321,"medianToScene":31,"onTimeRate":0.8571428571428571},"previous":{"completed":26,"cancelled":9,"total":35,"cancelRate":0.2571428571428571,"revenue":1038,"medianToScene":34.5,"onTimeRate":0.9285714285714286},"volumeChange":-0.6571428571428571,"cancelRateChange":0.15952380952380957},{"market":"Harrisburg, PA","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"32% → 50% (+18 pts)"},{"code":"cancels","label":"More cancellations","detail":"6 → 18 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"50% of 36 calls cancelled"}],"focus":["Driver or equipment coverage: 13 calls cancelled for no driver or equipment"],"current":{"completed":18,"cancelled":18,"total":36,"cancelRate":0.5,"revenue":427.5,"medianToScene":28.5,"onTimeRate":1},"previous":{"completed":13,"cancelled":6,"total":19,"cancelRate":0.3157894736842105,"revenue":303.75,"medianToScene":26,"onTimeRate":1},"volumeChange":0.8947368421052632,"cancelRateChange":0.1842105263157895},{"market":"Harrisburg, PA","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"20 → 15 calls (−25%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"30% → 40% (+10 pts)"},{"code":"highRate","label":"High cancel rate","detail":"40% of 15 calls cancelled"}],"focus":["Driver or equipment coverage: 6 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":9,"cancelled":6,"total":15,"cancelRate":0.4,"revenue":310,"medianToScene":28,"onTimeRate":1},"previous":{"completed":14,"cancelled":6,"total":20,"cancelRate":0.3,"revenue":515,"medianToScene":23.5,"onTimeRate":1},"volumeChange":-0.25,"cancelRateChange":0.10000000000000003},{"market":"Little Rock, AR","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"17 → 10 calls (−41%)"},{"code":"scene","label":"Slower to scene","detail":"median 29m → 47m"},{"code":"onTime","label":"Fewer on time","detail":"100% → 83% on scene by ETA"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":8,"cancelled":2,"total":10,"cancelRate":0.2,"revenue":0,"medianToScene":46.5,"onTimeRate":0.8333333333333334},"previous":{"completed":15,"cancelled":2,"total":17,"cancelRate":0.11764705882352941,"revenue":0,"medianToScene":29,"onTimeRate":1},"volumeChange":-0.4117647058823529,"cancelRateChange":0.0823529411764706},{"market":"Roselle, NJ","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"67% → 91% (+24 pts)"},{"code":"cancels","label":"More cancellations","detail":"6 → 10 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"91% of 11 calls cancelled"}],"focus":["Driver or equipment coverage: 6 calls cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues"],"current":{"completed":1,"cancelled":10,"total":11,"cancelRate":0.9090909090909091,"revenue":20,"medianToScene":null,"onTimeRate":null},"previous":{"completed":3,"cancelled":6,"total":9,"cancelRate":0.6666666666666666,"revenue":80,"medianToScene":65,"onTimeRate":0.6666666666666666},"volumeChange":0.2222222222222222,"cancelRateChange":0.24242424242424243},{"market":"Madison, WI","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"15% → 31% (+16 pts)"},{"code":"cancels","label":"More cancellations","detail":"2 → 5 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"31% of 16 calls cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Ask the club why: 3 calls cancelled with no reason given"],"current":{"completed":11,"cancelled":5,"total":16,"cancelRate":0.3125,"revenue":350,"medianToScene":31.5,"onTimeRate":1},"previous":{"completed":11,"cancelled":2,"total":13,"cancelRate":0.15384615384615385,"revenue":358,"medianToScene":58.5,"onTimeRate":0.6},"volumeChange":0.23076923076923078,"cancelRateChange":0.15865384615384615},{"market":"Wilmington, NC","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"16 → 8 calls (−50%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 13% (+13 pts)"},{"code":"onTime","label":"Fewer on time","detail":"80% → 50% on scene by ETA"}],"focus":["Ask the club why: 1 call cancelled with no reason given","Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":7,"cancelled":1,"total":8,"cancelRate":0.125,"revenue":234,"medianToScene":51,"onTimeRate":0.5},"previous":{"completed":16,"cancelled":0,"total":16,"cancelRate":0,"revenue":536,"medianToScene":50,"onTimeRate":0.8},"volumeChange":-0.5,"cancelRateChange":0.125},{"market":"Rock Hill, SC","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"13 → 10 calls (−23%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 20% (+20 pts)"},{"code":"onTime","label":"Fewer on time","detail":"90% → 75% on scene by ETA"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":8,"cancelled":2,"total":10,"cancelRate":0.2,"revenue":148,"medianToScene":29,"onTimeRate":0.75},"previous":{"completed":13,"cancelled":0,"total":13,"cancelRate":0,"revenue":294,"medianToScene":34,"onTimeRate":0.9},"volumeChange":-0.23076923076923078,"cancelRateChange":0.2},{"market":"El Paso, TX","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"11 → 6 calls (−45%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"36% → 50% (+14 pts)"},{"code":"highRate","label":"High cancel rate","detail":"50% of 6 calls cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":3,"cancelled":3,"total":6,"cancelRate":0.5,"revenue":68,"medianToScene":24,"onTimeRate":1},"previous":{"completed":7,"cancelled":4,"total":11,"cancelRate":0.36363636363636365,"revenue":234,"medianToScene":32,"onTimeRate":1},"volumeChange":-0.45454545454545453,"cancelRateChange":0.13636363636363635},{"market":"Asheville, NC","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"cancels","label":"More cancellations","detail":"2 → 5 cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 14m → 25m"},{"code":"onTime","label":"Fewer on time","detail":"100% → 85% on scene by ETA"}],"focus":["Driver or equipment coverage: 4 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 8 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":13,"cancelled":5,"total":18,"cancelRate":0.2777777777777778,"revenue":0,"medianToScene":25,"onTimeRate":0.8461538461538461},"previous":{"completed":7,"cancelled":2,"total":9,"cancelRate":0.2222222222222222,"revenue":0,"medianToScene":14,"onTimeRate":1},"volumeChange":1,"cancelRateChange":0.05555555555555558},{"market":"Harrisburg, PA","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"10 → 5 calls (−50%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"30% → 80% (+50 pts)"},{"code":"highRate","label":"High cancel rate","detail":"80% of 5 calls cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":1,"cancelled":4,"total":5,"cancelRate":0.8,"revenue":19,"medianToScene":null,"onTimeRate":null},"previous":{"completed":7,"cancelled":3,"total":10,"cancelRate":0.3,"revenue":121,"medianToScene":31.5,"onTimeRate":1},"volumeChange":-0.5,"cancelRateChange":0.5},{"market":"Racine, WI","club":"ALLIED","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"11 → 5 calls (−55%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"9% → 20% (+11 pts)"},{"code":"scene","label":"Slower to scene","detail":"median 36m → 48m"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":4,"cancelled":1,"total":5,"cancelRate":0.2,"revenue":112,"medianToScene":48,"onTimeRate":1},"previous":{"completed":10,"cancelled":1,"total":11,"cancelRate":0.09090909090909091,"revenue":240,"medianToScene":35.5,"onTimeRate":null},"volumeChange":-0.5454545454545454,"cancelRateChange":0.1090909090909091},{"market":"Charleston, SC","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"10 → 6 calls (−40%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"10% → 33% (+23 pts)"},{"code":"highRate","label":"High cancel rate","detail":"33% of 6 calls cancelled"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":4,"cancelled":2,"total":6,"cancelRate":0.3333333333333333,"revenue":78,"medianToScene":32,"onTimeRate":1},"previous":{"completed":9,"cancelled":1,"total":10,"cancelRate":0.1,"revenue":198,"medianToScene":41,"onTimeRate":1},"volumeChange":-0.4,"cancelRateChange":0.2333333333333333},{"market":"Birmingham, AL","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 33% (+33 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"33% of 9 calls cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":6,"cancelled":3,"total":9,"cancelRate":0.3333333333333333,"revenue":160,"medianToScene":51.5,"onTimeRate":1},"previous":{"completed":8,"cancelled":0,"total":8,"cancelRate":0,"revenue":240,"medianToScene":47,"onTimeRate":1},"volumeChange":0.125,"cancelRateChange":0.3333333333333333},{"market":"Alexandria, LA","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"10 → 8 calls (−20%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 13% (+13 pts)"},{"code":"scene","label":"Slower to scene","detail":"median 23m → 35m"}],"focus":["Ask the club why: 1 call cancelled with no reason given","Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":7,"cancelled":1,"total":8,"cancelRate":0.125,"revenue":0,"medianToScene":34.5,"onTimeRate":0.8333333333333334},"previous":{"completed":10,"cancelled":0,"total":10,"cancelRate":0,"revenue":0,"medianToScene":23,"onTimeRate":0.7777777777777778},"volumeChange":-0.2,"cancelRateChange":0.125},{"market":"Harrisburg, PA","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"7 → 3 calls (−57%)"},{"code":"scene","label":"Slower to scene","detail":"median 16m → 51m"},{"code":"onTime","label":"Fewer on time","detail":"100% → 67% on scene by ETA"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":3,"cancelled":0,"total":3,"cancelRate":0,"revenue":0,"medianToScene":51,"onTimeRate":0.6666666666666666},"previous":{"completed":6,"cancelled":1,"total":7,"cancelRate":0.14285714285714285,"revenue":0,"medianToScene":15.5,"onTimeRate":1},"volumeChange":-0.5714285714285714,"cancelRateChange":-0.14285714285714285},{"market":"Richmond, VA","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"42 → 21 calls (−50%)"},{"code":"highRate","label":"High cancel rate","detail":"43% of 21 calls cancelled"}],"focus":["Driver or equipment coverage: 8 calls cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":12,"cancelled":9,"total":21,"cancelRate":0.42857142857142855,"revenue":400,"medianToScene":60.5,"onTimeRate":0.875},"previous":{"completed":16,"cancelled":26,"total":42,"cancelRate":0.6190476190476191,"revenue":555,"medianToScene":61,"onTimeRate":0.8},"volumeChange":-0.5,"cancelRateChange":-0.19047619047619052},{"market":"Pigeon Forge, TN","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"28 → 7 calls (−75%)"},{"code":"scene","label":"Slower to scene","detail":"median 20m → 51m"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":7,"cancelled":0,"total":7,"cancelRate":0,"revenue":0,"medianToScene":51,"onTimeRate":1},"previous":{"completed":22,"cancelled":6,"total":28,"cancelRate":0.21428571428571427,"revenue":0,"medianToScene":20,"onTimeRate":1},"volumeChange":-0.75,"cancelRateChange":-0.21428571428571427},{"market":"Cincinnati, OH","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"22 → 7 calls (−68%)"},{"code":"onTime","label":"Fewer on time","detail":"100% → 75% on scene by ETA"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":7,"cancelled":0,"total":7,"cancelRate":0,"revenue":229.99,"medianToScene":54,"onTimeRate":0.75},"previous":{"completed":20,"cancelled":2,"total":22,"cancelRate":0.09090909090909091,"revenue":0,"medianToScene":47.5,"onTimeRate":1},"volumeChange":-0.6818181818181818,"cancelRateChange":-0.09090909090909091},{"market":"Lexington, KY","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"18 → 4 calls (−78%)"},{"code":"scene","label":"Slower to scene","detail":"median 39m → 57m"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":4,"cancelled":0,"total":4,"cancelRate":0,"revenue":81,"medianToScene":57,"onTimeRate":1},"previous":{"completed":17,"cancelled":1,"total":18,"cancelRate":0.05555555555555555,"revenue":367,"medianToScene":39,"onTimeRate":0.7647058823529411},"volumeChange":-0.7777777777777778,"cancelRateChange":-0.05555555555555555},{"market":"Fayetteville, NC","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"12 → 6 calls (−50%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 17% (+17 pts)"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":5,"cancelled":1,"total":6,"cancelRate":0.16666666666666666,"revenue":162,"medianToScene":43,"onTimeRate":1},"previous":{"completed":12,"cancelled":0,"total":12,"cancelRate":0,"revenue":396,"medianToScene":34.5,"onTimeRate":0.8},"volumeChange":-0.5,"cancelRateChange":0.16666666666666666},{"market":"Columbus, GA","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"11 → 3 calls (−73%)"},{"code":"scene","label":"Slower to scene","detail":"median 31m → 61m"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":3,"cancelled":0,"total":3,"cancelRate":0,"revenue":102,"medianToScene":61,"onTimeRate":1},"previous":{"completed":10,"cancelled":1,"total":11,"cancelRate":0.09090909090909091,"revenue":340,"medianToScene":30.5,"onTimeRate":1},"volumeChange":-0.7272727272727273,"cancelRateChange":-0.09090909090909091},{"market":"Youngstown, OH","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"7 → 5 calls (−29%)"},{"code":"highRate","label":"High cancel rate","detail":"60% of 5 calls cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":2,"cancelled":3,"total":5,"cancelRate":0.6,"revenue":60,"medianToScene":null,"onTimeRate":null},"previous":{"completed":1,"cancelled":6,"total":7,"cancelRate":0.8571428571428571,"revenue":20,"medianToScene":null,"onTimeRate":null},"volumeChange":-0.2857142857142857,"cancelRateChange":-0.2571428571428571},{"market":"Harrisburg, PA","club":"ALLIED","severity":"critical","severityRank":3,"issues":[{"code":"cancels","label":"More cancellations","detail":"0 → 4 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"50% of 8 calls cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":4,"cancelled":4,"total":8,"cancelRate":0.5,"revenue":112,"medianToScene":16,"onTimeRate":1},"previous":{"completed":4,"cancelled":0,"total":4,"cancelRate":0,"revenue":112,"medianToScene":25,"onTimeRate":1},"volumeChange":1,"cancelRateChange":0.5},{"market":"Spartanburg, SC","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"8 → 3 calls (−62%)"},{"code":"onTime","label":"Fewer on time","detail":"100% → 67% on scene by ETA"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":3,"cancelled":0,"total":3,"cancelRate":0,"revenue":0,"medianToScene":74,"onTimeRate":0.6666666666666666},"previous":{"completed":8,"cancelled":0,"total":8,"cancelRate":0,"revenue":0,"medianToScene":62,"onTimeRate":1},"volumeChange":-0.625,"cancelRateChange":0},{"market":"Bloomington, IN","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"cancels","label":"More cancellations","detail":"1 → 4 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"57% of 7 calls cancelled"}],"focus":["Most cancellations: Other"],"current":{"completed":3,"cancelled":4,"total":7,"cancelRate":0.5714285714285714,"revenue":0,"medianToScene":27,"onTimeRate":1},"previous":{"completed":2,"cancelled":1,"total":3,"cancelRate":0.3333333333333333,"revenue":0,"medianToScene":null,"onTimeRate":null},"volumeChange":1.3333333333333333,"cancelRateChange":0.23809523809523808},{"market":"Tulsa, OK","club":"ROADSIDE","severity":"critical","severityRank":3,"issues":[{"code":"cancels","label":"More cancellations","detail":"0 → 5 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"71% of 7 calls cancelled"}],"focus":["Driver or equipment coverage: 4 calls cancelled for no driver or equipment"],"current":{"completed":2,"cancelled":5,"total":7,"cancelRate":0.7142857142857143,"revenue":173,"medianToScene":null,"onTimeRate":null},"previous":{"completed":1,"cancelled":0,"total":1,"cancelRate":0,"revenue":58,"medianToScene":null,"onTimeRate":null},"volumeChange":6,"cancelRateChange":0.7142857142857143},{"market":"Albuquerque, NM","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"cancels","label":"More cancellations","detail":"0 → 5 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"56% of 9 calls cancelled"}],"focus":["Driver or equipment coverage: 4 calls cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues"],"current":{"completed":4,"cancelled":5,"total":9,"cancelRate":0.5555555555555556,"revenue":110,"medianToScene":22,"onTimeRate":1},"previous":{"completed":0,"cancelled":0,"total":0,"cancelRate":0,"revenue":0,"medianToScene":null,"onTimeRate":null},"volumeChange":null,"cancelRateChange":0.5555555555555556},{"market":"Wilmington, DE","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"99 → 24 calls (−76%)"}],"focus":["Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":23,"cancelled":1,"total":24,"cancelRate":0.041666666666666664,"revenue":464,"medianToScene":32.5,"onTimeRate":0.9444444444444444},"previous":{"completed":90,"cancelled":9,"total":99,"cancelRate":0.09090909090909091,"revenue":1896,"medianToScene":32,"onTimeRate":0.9285714285714286},"volumeChange":-0.7575757575757576,"cancelRateChange":-0.04924242424242425},{"market":"Columbus, GA","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"44 → 19 calls (−57%)"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":14,"cancelled":5,"total":19,"cancelRate":0.2631578947368421,"revenue":318.5,"medianToScene":24,"onTimeRate":1},"previous":{"completed":34,"cancelled":10,"total":44,"cancelRate":0.22727272727272727,"revenue":812,"medianToScene":28,"onTimeRate":0.9354838709677419},"volumeChange":-0.5681818181818182,"cancelRateChange":0.035885167464114825},{"market":"Richmond, VA","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"26 → 12 calls (−54%)"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":9,"cancelled":3,"total":12,"cancelRate":0.25,"revenue":209.25,"medianToScene":32,"onTimeRate":1},"previous":{"completed":20,"cancelled":6,"total":26,"cancelRate":0.23076923076923078,"revenue":442.5,"medianToScene":38,"onTimeRate":0.8421052631578947},"volumeChange":-0.5384615384615384,"cancelRateChange":0.019230769230769218},{"market":"Raleigh, NC","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"28 → 14 calls (−50%)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":14,"cancelled":0,"total":14,"cancelRate":0,"revenue":485,"medianToScene":29,"onTimeRate":1},"previous":{"completed":26,"cancelled":2,"total":28,"cancelRate":0.07142857142857142,"revenue":870,"medianToScene":43,"onTimeRate":0.8333333333333334},"volumeChange":-0.5,"cancelRateChange":-0.07142857142857142},{"market":"El Paso, 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call"],"current":{"completed":44,"cancelled":12,"total":56,"cancelRate":0.21428571428571427,"revenue":849,"medianToScene":38,"onTimeRate":0.8048780487804879},"previous":{"completed":36,"cancelled":4,"total":40,"cancelRate":0.1,"revenue":668,"medianToScene":28.5,"onTimeRate":0.8529411764705882},"volumeChange":0.4,"cancelRateChange":0.11428571428571427},{"market":"Florence, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"47 → 37 calls (−21%)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":34,"cancelled":3,"total":37,"cancelRate":0.08108108108108109,"revenue":0,"medianToScene":39,"onTimeRate":1},"previous":{"completed":47,"cancelled":0,"total":47,"cancelRate":0,"revenue":0,"medianToScene":56.5,"onTimeRate":1},"volumeChange":-0.2127659574468085,"cancelRateChange":0.08108108108108109},{"market":"Charleston, SC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"37 → 23 calls (−38%)"},{"code":"scene","label":"Slower to scene","detail":"median 49m → 68m"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":20,"cancelled":3,"total":23,"cancelRate":0.13043478260869565,"revenue":409.25,"medianToScene":68,"onTimeRate":0.8421052631578947},"previous":{"completed":35,"cancelled":2,"total":37,"cancelRate":0.05405405405405406,"revenue":748.75,"medianToScene":49,"onTimeRate":0.9393939393939394},"volumeChange":-0.3783783783783784,"cancelRateChange":0.07638072855464159},{"market":"Cincinnati, OH","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"36 → 25 calls (−31%)"},{"code":"scene","label":"Slower to scene","detail":"median 53m → 89m"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given","Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":23,"cancelled":2,"total":25,"cancelRate":0.08,"revenue":825,"medianToScene":88.5,"onTimeRate":0.8421052631578947},"previous":{"completed":32,"cancelled":4,"total":36,"cancelRate":0.1111111111111111,"revenue":1120,"medianToScene":53,"onTimeRate":0.96},"volumeChange":-0.3055555555555556,"cancelRateChange":-0.031111111111111103},{"market":"Montgomery, AL","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"32 → 21 calls (−34%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"6% → 19% (+13 pts)"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":17,"cancelled":4,"total":21,"cancelRate":0.19047619047619047,"revenue":590,"medianToScene":34,"onTimeRate":0.9375},"previous":{"completed":30,"cancelled":2,"total":32,"cancelRate":0.0625,"revenue":1035,"medianToScene":28,"onTimeRate":1},"volumeChange":-0.34375,"cancelRateChange":0.12797619047619047},{"market":"Cincinnati, OH","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"2 → 24 cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 33m → 52m"}],"focus":["Meeting ETAs: 1 call cancelled after a missed ETA","Response speed: 10 calls cancelled by the customer, median 55 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":68,"cancelled":24,"total":92,"cancelRate":0.2608695652173913,"revenue":264.99,"medianToScene":52,"onTimeRate":0.9298245614035088},"previous":{"completed":8,"cancelled":2,"total":10,"cancelRate":0.2,"revenue":15,"medianToScene":33,"onTimeRate":0.8571428571428571},"volumeChange":8.2,"cancelRateChange":0.060869565217391286},{"market":"Charleston, SC","club":"URGENTLY","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"29 → 16 calls (−45%)"},{"code":"scene","label":"Slower to scene","detail":"median 38m → 49m"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":16,"cancelled":0,"total":16,"cancelRate":0,"revenue":544,"medianToScene":48.5,"onTimeRate":0.875},"previous":{"completed":27,"cancelled":2,"total":29,"cancelRate":0.06896551724137931,"revenue":838,"medianToScene":38,"onTimeRate":0.88},"volumeChange":-0.4482758620689655,"cancelRateChange":-0.06896551724137931},{"market":"Canton, OH","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 11% (+11 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"}],"focus":["Response speed: 2 calls cancelled by the customer, median 15 min after the call"],"current":{"completed":25,"cancelled":3,"total":28,"cancelRate":0.10714285714285714,"revenue":991.98,"medianToScene":17,"onTimeRate":1},"previous":{"completed":20,"cancelled":0,"total":20,"cancelRate":0,"revenue":440,"medianToScene":20,"onTimeRate":1},"volumeChange":0.4,"cancelRateChange":0.10714285714285714},{"market":"Beaumont, TX","club":"HONK","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"19 → 10 calls (−47%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 10% (+10 pts)"}],"focus":["Response speed: 1 call cancelled by the customer, median 52 min after the call","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":9,"cancelled":1,"total":10,"cancelRate":0.1,"revenue":0,"medianToScene":51,"onTimeRate":0.8571428571428571},"previous":{"completed":19,"cancelled":0,"total":19,"cancelRate":0,"revenue":0,"medianToScene":41,"onTimeRate":0.8666666666666667},"volumeChange":-0.47368421052631576,"cancelRateChange":0.1},{"market":"Bloomington, IN","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"15 → 11 calls (−27%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"13% → 27% (+14 pts)"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":8,"cancelled":3,"total":11,"cancelRate":0.2727272727272727,"revenue":0,"medianToScene":31,"onTimeRate":1},"previous":{"completed":13,"cancelled":2,"total":15,"cancelRate":0.13333333333333333,"revenue":0,"medianToScene":32,"onTimeRate":0.8888888888888888},"volumeChange":-0.26666666666666666,"cancelRateChange":0.13939393939393938},{"market":"Greenville, SC","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"8% → 22% (+14 pts)"},{"code":"cancels","label":"More cancellations","detail":"1 → 5 cancelled"}],"focus":["Response speed: 2 calls cancelled by the customer, median 13 min after the call","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":18,"cancelled":5,"total":23,"cancelRate":0.21739130434782608,"revenue":404,"medianToScene":33,"onTimeRate":1},"previous":{"completed":12,"cancelled":1,"total":13,"cancelRate":0.07692307692307693,"revenue":287,"medianToScene":35.5,"onTimeRate":1},"volumeChange":0.7692307692307693,"cancelRateChange":0.14046822742474915},{"market":"Montgomery, AL","club":"HONK","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"8% → 29% (+22 pts)"},{"code":"cancels","label":"More cancellations","detail":"1 → 5 cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given"],"current":{"completed":12,"cancelled":5,"total":17,"cancelRate":0.29411764705882354,"revenue":0,"medianToScene":22.5,"onTimeRate":0.9166666666666666},"previous":{"completed":12,"cancelled":1,"total":13,"cancelRate":0.07692307692307693,"revenue":72,"medianToScene":28,"onTimeRate":0.9090909090909091},"volumeChange":0.3076923076923077,"cancelRateChange":0.2171945701357466},{"market":"Greenville, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 16% (+16 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 4 cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":21,"cancelled":4,"total":25,"cancelRate":0.16,"revenue":0,"medianToScene":56,"onTimeRate":0.8421052631578947},"previous":{"completed":14,"cancelled":0,"total":14,"cancelRate":0,"revenue":0,"medianToScene":62,"onTimeRate":0.6363636363636364},"volumeChange":0.7857142857142857,"cancelRateChange":0.16},{"market":"Anderson, SC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"16 → 12 calls (−25%)"},{"code":"scene","label":"Slower to scene","detail":"median 21m → 40m"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":10,"cancelled":2,"total":12,"cancelRate":0.16666666666666666,"revenue":240,"medianToScene":40,"onTimeRate":1},"previous":{"completed":12,"cancelled":4,"total":16,"cancelRate":0.25,"revenue":303.75,"medianToScene":20.5,"onTimeRate":1},"volumeChange":-0.25,"cancelRateChange":-0.08333333333333334},{"market":"Lexington, KY","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 17% (+17 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 4 cancelled"}],"focus":["Ask the club why: 2 calls cancelled with no reason given"],"current":{"completed":19,"cancelled":4,"total":23,"cancelRate":0.17391304347826086,"revenue":548,"medianToScene":38,"onTimeRate":0.875},"previous":{"completed":14,"cancelled":0,"total":14,"cancelRate":0,"revenue":446,"medianToScene":46,"onTimeRate":0.8},"volumeChange":0.6428571428571429,"cancelRateChange":0.17391304347826086},{"market":"Raleigh, NC","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 29% (+29 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 5 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given"],"current":{"completed":12,"cancelled":5,"total":17,"cancelRate":0.29411764705882354,"revenue":306,"medianToScene":31,"onTimeRate":0.8888888888888888},"previous":{"completed":7,"cancelled":0,"total":7,"cancelRate":0,"revenue":176,"medianToScene":23,"onTimeRate":0.8},"volumeChange":1.4285714285714286,"cancelRateChange":0.29411764705882354},{"market":"Columbus, GA","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 11% (+11 pts)"},{"code":"onTime","label":"Fewer on time","detail":"78% → 38% on scene by ETA"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":8,"cancelled":1,"total":9,"cancelRate":0.1111111111111111,"revenue":240,"medianToScene":48.5,"onTimeRate":0.375},"previous":{"completed":10,"cancelled":0,"total":10,"cancelRate":0,"revenue":290,"medianToScene":50,"onTimeRate":0.7777777777777778},"volumeChange":-0.1,"cancelRateChange":0.1111111111111111},{"market":"Knoxville, TN","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"10 → 7 calls (−30%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 14% (+14 pts)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":6,"cancelled":1,"total":7,"cancelRate":0.14285714285714285,"revenue":139.5,"medianToScene":44.5,"onTimeRate":1},"previous":{"completed":10,"cancelled":0,"total":10,"cancelRate":0,"revenue":223.25,"medianToScene":39,"onTimeRate":0.8888888888888888},"volumeChange":-0.3,"cancelRateChange":0.14285714285714285},{"market":"El Paso, TX","club":"ROADSIDE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"10 → 8 calls (−20%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 13% (+13 pts)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":7,"cancelled":1,"total":8,"cancelRate":0.125,"revenue":428,"medianToScene":34,"onTimeRate":1},"previous":{"completed":10,"cancelled":0,"total":10,"cancelRate":0,"revenue":654,"medianToScene":30,"onTimeRate":1},"volumeChange":-0.2,"cancelRateChange":0.125},{"market":"Fayetteville, NC","club":"HONK","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 18% (+18 pts)"},{"code":"scene","label":"Slower to scene","detail":"median 32m → 68m"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":9,"cancelled":2,"total":11,"cancelRate":0.18181818181818182,"revenue":0,"medianToScene":68,"onTimeRate":1},"previous":{"completed":8,"cancelled":0,"total":8,"cancelRate":0,"revenue":0,"medianToScene":32,"onTimeRate":1},"volumeChange":0.375,"cancelRateChange":0.18181818181818182},{"market":"Montgomery, AL","club":"ROADSIDE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"17% → 33% (+17 pts)"},{"code":"highRate","label":"High cancel rate","detail":"33% of 9 calls cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment"],"current":{"completed":6,"cancelled":3,"total":9,"cancelRate":0.3333333333333333,"revenue":390,"medianToScene":23,"onTimeRate":1},"previous":{"completed":5,"cancelled":1,"total":6,"cancelRate":0.16666666666666666,"revenue":327,"medianToScene":22,"onTimeRate":0.8},"volumeChange":0.5,"cancelRateChange":0.16666666666666666},{"market":"Louisville, KY","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"0 → 4 cancelled"},{"code":"onTime","label":"Fewer on time","detail":"100% → 76% on scene by ETA"}],"focus":["Response speed: 2 calls cancelled by the customer, median 88 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":19,"cancelled":4,"total":23,"cancelRate":0.17391304347826086,"revenue":432,"medianToScene":48,"onTimeRate":0.7647058823529411},"previous":{"completed":4,"cancelled":0,"total":4,"cancelRate":0,"revenue":84,"medianToScene":43.5,"onTimeRate":1},"volumeChange":4.75,"cancelRateChange":0.17391304347826086},{"market":"Albany, NY","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"17% → 33% (+17 pts)"},{"code":"highRate","label":"High cancel rate","detail":"33% of 6 calls cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment"],"current":{"completed":4,"cancelled":2,"total":6,"cancelRate":0.3333333333333333,"revenue":110,"medianToScene":30.5,"onTimeRate":1},"previous":{"completed":5,"cancelled":1,"total":6,"cancelRate":0.16666666666666666,"revenue":130,"medianToScene":44.5,"onTimeRate":0.25},"volumeChange":0,"cancelRateChange":0.16666666666666666},{"market":"Dayton, OH","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 20% (+20 pts)"},{"code":"scene","label":"Slower to scene","detail":"median 33m → 43m"}],"focus":["Ask the club why: 1 call cancelled with no reason given","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":4,"cancelled":1,"total":5,"cancelRate":0.2,"revenue":147,"medianToScene":43,"onTimeRate":1},"previous":{"completed":6,"cancelled":0,"total":6,"cancelRate":0,"revenue":188,"medianToScene":33,"onTimeRate":0.6666666666666666},"volumeChange":-0.16666666666666666,"cancelRateChange":0.2},{"market":"Amarillo, TX","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"1 → 4 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"36% of 11 calls cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment"],"current":{"completed":7,"cancelled":4,"total":11,"cancelRate":0.36363636363636365,"revenue":162.75,"medianToScene":19,"onTimeRate":1},"previous":{"completed":1,"cancelled":1,"total":2,"cancelRate":0.5,"revenue":23.25,"medianToScene":null,"onTimeRate":null},"volumeChange":4.5,"cancelRateChange":-0.13636363636363635},{"market":"Fort Wayne, IN","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"5 → 4 calls (−20%)"},{"code":"onTime","label":"Fewer on time","detail":"100% → 67% on scene by ETA"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":4,"cancelled":0,"total":4,"cancelRate":0,"revenue":112,"medianToScene":32,"onTimeRate":0.6666666666666666},"previous":{"completed":4,"cancelled":1,"total":5,"cancelRate":0.2,"revenue":112,"medianToScene":53.5,"onTimeRate":1},"volumeChange":-0.2,"cancelRateChange":-0.2},{"market":"Cincinnati, OH","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"27 → 57 cancelled"}],"focus":["Driver or equipment coverage: 19 calls cancelled for no driver or equipment","Response speed: 8 calls cancelled by the customer, median 55 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 28 calls cancelled with no reason given"],"current":{"completed":346,"cancelled":57,"total":403,"cancelRate":0.141439205955335,"revenue":2166,"medianToScene":54,"onTimeRate":0.8788927335640139},"previous":{"completed":375,"cancelled":27,"total":402,"cancelRate":0.06716417910447761,"revenue":2386.97,"medianToScene":50,"onTimeRate":0.9390243902439024},"volumeChange":0.0024875621890547263,"cancelRateChange":0.07427502685085738},{"market":"Louisville, KY","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"17 → 36 cancelled"}],"focus":["Driver or equipment coverage: 12 calls cancelled for no driver or equipment","Response speed: 2 calls cancelled by the customer, median 72 min after the call","Ask the club why: 22 calls cancelled with no reason given"],"current":{"completed":552,"cancelled":36,"total":588,"cancelRate":0.061224489795918366,"revenue":10814.98,"medianToScene":49.5,"onTimeRate":0.8580375782881002},"previous":{"completed":329,"cancelled":17,"total":346,"cancelRate":0.049132947976878616,"revenue":6376.99,"medianToScene":47,"onTimeRate":0.8877887788778878},"volumeChange":0.6994219653179191,"cancelRateChange":0.01209154181903975},{"market":"Spartanburg, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"14 → 22 cancelled"}],"focus":["Driver or equipment coverage: 9 calls cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 10 calls cancelled with no reason given"],"current":{"completed":298,"cancelled":22,"total":320,"cancelRate":0.06875,"revenue":6641,"medianToScene":41,"onTimeRate":0.9553903345724907},"previous":{"completed":211,"cancelled":14,"total":225,"cancelRate":0.06222222222222222,"revenue":4770,"medianToScene":42.5,"onTimeRate":0.9845360824742269},"volumeChange":0.4222222222222222,"cancelRateChange":0.006527777777777785},{"market":"Rock Hill, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"5 → 9 cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Ask the club why: 7 calls cancelled with no reason given"],"current":{"completed":186,"cancelled":9,"total":195,"cancelRate":0.046153846153846156,"revenue":3982,"medianToScene":25,"onTimeRate":0.9506172839506173},"previous":{"completed":205,"cancelled":5,"total":210,"cancelRate":0.023809523809523808,"revenue":4531,"medianToScene":26,"onTimeRate":0.9792746113989638},"volumeChange":-0.07142857142857142,"cancelRateChange":0.022344322344322348},{"market":"Raleigh, NC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"202 → 125 calls (−38%)"}],"focus":["Driver or equipment coverage: 8 calls cancelled for no driver or equipment","Ask the club why: 3 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":113,"cancelled":12,"total":125,"cancelRate":0.096,"revenue":2539.99,"medianToScene":41,"onTimeRate":0.9347826086956522},"previous":{"completed":193,"cancelled":9,"total":202,"cancelRate":0.04455445544554455,"revenue":4015,"medianToScene":34,"onTimeRate":0.9419354838709677},"volumeChange":-0.3811881188118812,"cancelRateChange":0.05144554455445545},{"market":"Richmond, VA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"184 → 124 calls (−33%)"}],"focus":["Driver or equipment coverage: 14 calls cancelled for no driver or equipment","Response speed: 2 calls cancelled by the customer, median 12 min after the call","Ask the club why: 12 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":96,"cancelled":28,"total":124,"cancelRate":0.22580645161290322,"revenue":1898,"medianToScene":36,"onTimeRate":0.8352941176470589},"previous":{"completed":156,"cancelled":28,"total":184,"cancelRate":0.15217391304347827,"revenue":3040,"medianToScene":39.5,"onTimeRate":0.855072463768116},"volumeChange":-0.32608695652173914,"cancelRateChange":0.07363253856942495},{"market":"Florence, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"10 → 15 cancelled"}],"focus":["Driver or equipment coverage: 7 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 2 min after the call","Ask the club why: 7 calls cancelled with no reason given"],"current":{"completed":175,"cancelled":15,"total":190,"cancelRate":0.07894736842105263,"revenue":16792,"medianToScene":41,"onTimeRate":1},"previous":{"completed":156,"cancelled":10,"total":166,"cancelRate":0.060240963855421686,"revenue":14954,"medianToScene":45,"onTimeRate":1},"volumeChange":0.14457831325301204,"cancelRateChange":0.01870640456563094},{"market":"Allentown, PA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"172 → 127 calls (−26%)"}],"focus":["Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":125,"cancelled":2,"total":127,"cancelRate":0.015748031496062992,"revenue":3015,"medianToScene":33,"onTimeRate":0.9203539823008849},"previous":{"completed":161,"cancelled":11,"total":172,"cancelRate":0.06395348837209303,"revenue":3915,"medianToScene":27.5,"onTimeRate":0.96},"volumeChange":-0.2616279069767442,"cancelRateChange":-0.048205456876030034},{"market":"Fort Wayne, IN","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"9 → 16 cancelled"}],"focus":["Driver or equipment coverage: 12 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 25 min after the call","Ask the club why: 3 calls cancelled with no reason given"],"current":{"completed":141,"cancelled":16,"total":157,"cancelRate":0.10191082802547771,"revenue":3255.99,"medianToScene":29,"onTimeRate":0.9090909090909091},"previous":{"completed":123,"cancelled":9,"total":132,"cancelRate":0.06818181818181818,"revenue":2616,"medianToScene":29.5,"onTimeRate":0.9137931034482759},"volumeChange":0.1893939393939394,"cancelRateChange":0.033729009843659535},{"market":"Canton, OH","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"2 → 7 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 3 calls cancelled with no reason given"],"current":{"completed":155,"cancelled":7,"total":162,"cancelRate":0.043209876543209874,"revenue":8060.84,"medianToScene":19,"onTimeRate":0.9924242424242424},"previous":{"completed":126,"cancelled":2,"total":128,"cancelRate":0.015625,"revenue":6429.88,"medianToScene":19,"onTimeRate":0.9821428571428571},"volumeChange":0.265625,"cancelRateChange":0.027584876543209874},{"market":"Louisville, KY","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"115 → 89 calls (−23%)"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 29 min after the call","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":73,"cancelled":16,"total":89,"cancelRate":0.1797752808988764,"revenue":1398,"medianToScene":45,"onTimeRate":0.8970588235294118},"previous":{"completed":97,"cancelled":18,"total":115,"cancelRate":0.1565217391304348,"revenue":1888,"medianToScene":42,"onTimeRate":0.8888888888888888},"volumeChange":-0.22608695652173913,"cancelRateChange":0.023253541768441605},{"market":"Charleston, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"114 → 82 calls (−28%)"}],"focus":["Driver or equipment coverage: 6 calls cancelled for no driver or equipment","Ask the club why: 4 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":71,"cancelled":11,"total":82,"cancelRate":0.13414634146341464,"revenue":1545,"medianToScene":36,"onTimeRate":0.96875},"previous":{"completed":106,"cancelled":8,"total":114,"cancelRate":0.07017543859649122,"revenue":2364,"medianToScene":42,"onTimeRate":0.8969072164948454},"volumeChange":-0.2807017543859649,"cancelRateChange":0.06397090286692342},{"market":"Macon, GA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"17 → 32 cancelled"}],"focus":["Driver or equipment coverage: 22 calls cancelled for no driver or equipment","Response speed: 2 calls cancelled by the customer, median 20 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 6 calls cancelled with no reason given"],"current":{"completed":108,"cancelled":32,"total":140,"cancelRate":0.22857142857142856,"revenue":2271,"medianToScene":39.5,"onTimeRate":0.8901098901098901},"previous":{"completed":66,"cancelled":17,"total":83,"cancelRate":0.20481927710843373,"revenue":1347,"medianToScene":37.5,"onTimeRate":0.8305084745762712},"volumeChange":0.6867469879518072,"cancelRateChange":0.023752151462994836},{"market":"Dayton, OH","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"99 → 77 calls (−22%)"}],"focus":["Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 3 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":73,"cancelled":4,"total":77,"cancelRate":0.05194805194805195,"revenue":2110,"medianToScene":46,"onTimeRate":0.8095238095238095},"previous":{"completed":93,"cancelled":6,"total":99,"cancelRate":0.06060606060606061,"revenue":2720,"medianToScene":41,"onTimeRate":0.872093023255814},"volumeChange":-0.2222222222222222,"cancelRateChange":-0.008658008658008656},{"market":"Bloomington, IN","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"9 → 20 cancelled"}],"focus":["Driver or equipment coverage: 12 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 12 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 4 calls cancelled with no reason given"],"current":{"completed":72,"cancelled":20,"total":92,"cancelRate":0.21739130434782608,"revenue":1514,"medianToScene":23,"onTimeRate":1},"previous":{"completed":64,"cancelled":9,"total":73,"cancelRate":0.1232876712328767,"revenue":1365,"medianToScene":25.5,"onTimeRate":0.9833333333333333},"volumeChange":0.2602739726027397,"cancelRateChange":0.09410363311494938},{"market":"El Paso, TX","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"80 → 59 calls (−26%)"}],"focus":["Driver or equipment coverage: 6 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":52,"cancelled":7,"total":59,"cancelRate":0.11864406779661017,"revenue":1805,"medianToScene":27,"onTimeRate":1},"previous":{"completed":70,"cancelled":10,"total":80,"cancelRate":0.125,"revenue":2430,"medianToScene":29,"onTimeRate":1},"volumeChange":-0.2625,"cancelRateChange":-0.0063559322033898275},{"market":"Myrtle Beach, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"1 → 7 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 10 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 4 calls cancelled with no reason given"],"current":{"completed":170,"cancelled":7,"total":177,"cancelRate":0.03954802259887006,"revenue":3149,"medianToScene":48,"onTimeRate":0.8947368421052632},"previous":{"completed":77,"cancelled":1,"total":78,"cancelRate":0.01282051282051282,"revenue":1415,"medianToScene":61,"onTimeRate":0.7681159420289855},"volumeChange":1.2692307692307692,"cancelRateChange":0.02672750977835724},{"market":"Charleston, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"69 → 49 calls (−29%)"}],"focus":["Driver or equipment coverage: 5 calls cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":43,"cancelled":6,"total":49,"cancelRate":0.12244897959183673,"revenue":1505,"medianToScene":32,"onTimeRate":0.975},"previous":{"completed":64,"cancelled":5,"total":69,"cancelRate":0.07246376811594203,"revenue":2210,"medianToScene":46.5,"onTimeRate":0.9354838709677419},"volumeChange":-0.2898550724637681,"cancelRateChange":0.0499852114758947},{"market":"Little Rock, AR","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"69 → 45 calls (−35%)"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":41,"cancelled":4,"total":45,"cancelRate":0.08888888888888889,"revenue":950,"medianToScene":44,"onTimeRate":0.9230769230769231},"previous":{"completed":63,"cancelled":6,"total":69,"cancelRate":0.08695652173913043,"revenue":1525,"medianToScene":36,"onTimeRate":0.9016393442622951},"volumeChange":-0.34782608695652173,"cancelRateChange":0.00193236714975846},{"market":"Asheville, NC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"11 → 19 cancelled"}],"focus":["Driver or equipment coverage: 17 calls cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":123,"cancelled":19,"total":142,"cancelRate":0.13380281690140844,"revenue":3822.99,"medianToScene":31,"onTimeRate":0.956140350877193},"previous":{"completed":41,"cancelled":11,"total":52,"cancelRate":0.21153846153846154,"revenue":1206,"medianToScene":24.5,"onTimeRate":0.95},"volumeChange":1.7307692307692308,"cancelRateChange":-0.0777356446370531},{"market":"Savannah, GA","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"5 → 8 cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 14 min after the call"],"current":{"completed":79,"cancelled":8,"total":87,"cancelRate":0.09195402298850575,"revenue":2104.99,"medianToScene":33,"onTimeRate":0.9466666666666667},"previous":{"completed":55,"cancelled":5,"total":60,"cancelRate":0.08333333333333333,"revenue":2360.96,"medianToScene":30,"onTimeRate":0.9361702127659575},"volumeChange":0.45,"cancelRateChange":0.008620689655172417},{"market":"Racine, WI","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"1 → 5 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 73 min after the call","Ask the club why: 3 calls cancelled with no reason given"],"current":{"completed":67,"cancelled":5,"total":72,"cancelRate":0.06944444444444445,"revenue":1494,"medianToScene":38,"onTimeRate":0.8548387096774194},"previous":{"completed":62,"cancelled":1,"total":63,"cancelRate":0.015873015873015872,"revenue":1467,"medianToScene":41,"onTimeRate":0.8448275862068966},"volumeChange":0.14285714285714285,"cancelRateChange":0.053571428571428575},{"market":"Boston, MA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"56 → 33 calls (−41%)"}],"focus":["Driver or equipment coverage: 5 calls cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":26,"cancelled":7,"total":33,"cancelRate":0.21212121212121213,"revenue":750,"medianToScene":51.5,"onTimeRate":0.6842105263157895},"previous":{"completed":45,"cancelled":11,"total":56,"cancelRate":0.19642857142857142,"revenue":1280,"medianToScene":57,"onTimeRate":0.7073170731707317},"volumeChange":-0.4107142857142857,"cancelRateChange":0.015692640692640702},{"market":"Montgomery, AL","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"58 → 36 calls (−38%)"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":32,"cancelled":4,"total":36,"cancelRate":0.1111111111111111,"revenue":669.75,"medianToScene":34,"onTimeRate":0.9285714285714286},"previous":{"completed":53,"cancelled":5,"total":58,"cancelRate":0.08620689655172414,"revenue":1176.75,"medianToScene":25,"onTimeRate":0.9795918367346939},"volumeChange":-0.3793103448275862,"cancelRateChange":0.02490421455938696},{"market":"Madison, WI","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"54 → 32 calls (−41%)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":26,"cancelled":6,"total":32,"cancelRate":0.1875,"revenue":578,"medianToScene":58,"onTimeRate":0.88},"previous":{"completed":46,"cancelled":8,"total":54,"cancelRate":0.14814814814814814,"revenue":1095,"medianToScene":47.5,"onTimeRate":0.8292682926829268},"volumeChange":-0.4074074074074074,"cancelRateChange":0.03935185185185186},{"market":"Spartanburg, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"3 → 6 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Ask the club why: 4 calls cancelled with no reason given"],"current":{"completed":51,"cancelled":6,"total":57,"cancelRate":0.10526315789473684,"revenue":0,"medianToScene":44,"onTimeRate":0.9782608695652174},"previous":{"completed":47,"cancelled":3,"total":50,"cancelRate":0.06,"revenue":0,"medianToScene":57,"onTimeRate":0.9761904761904762},"volumeChange":0.14,"cancelRateChange":0.04526315789473684},{"market":"Myrtle Beach, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"3 → 6 cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Ask the club why: 4 calls cancelled with no reason given"],"current":{"completed":62,"cancelled":6,"total":68,"cancelRate":0.08823529411764706,"revenue":2120,"medianToScene":54,"onTimeRate":0.9245283018867925},"previous":{"completed":40,"cancelled":3,"total":43,"cancelRate":0.06976744186046512,"revenue":1365,"medianToScene":47,"onTimeRate":0.9411764705882353},"volumeChange":0.5813953488372093,"cancelRateChange":0.01846785225718195},{"market":"Lexington, KY","club":"HONK","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"46 → 29 calls (−37%)"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":27,"cancelled":2,"total":29,"cancelRate":0.06896551724137931,"revenue":249.99,"medianToScene":32.5,"onTimeRate":0.84},"previous":{"completed":42,"cancelled":4,"total":46,"cancelRate":0.08695652173913043,"revenue":0,"medianToScene":37.5,"onTimeRate":0.925},"volumeChange":-0.3695652173913043,"cancelRateChange":-0.017991004497751123},{"market":"Raleigh, NC","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"8 → 13 cancelled"}],"focus":["Response speed: 1 call cancelled by the customer, median 9 min after the call"],"current":{"completed":96,"cancelled":13,"total":109,"cancelRate":0.11926605504587157,"revenue":2709.97,"medianToScene":41,"onTimeRate":0.9594594594594594},"previous":{"completed":26,"cancelled":8,"total":34,"cancelRate":0.23529411764705882,"revenue":545,"medianToScene":36,"onTimeRate":0.9},"volumeChange":2.2058823529411766,"cancelRateChange":-0.11602806260118725},{"market":"Chattanooga, TN","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"44 → 25 calls (−43%)"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":22,"cancelled":3,"total":25,"cancelRate":0.12,"revenue":650,"medianToScene":24,"onTimeRate":0.9047619047619048},"previous":{"completed":33,"cancelled":11,"total":44,"cancelRate":0.25,"revenue":890,"medianToScene":29,"onTimeRate":0.7096774193548387},"volumeChange":-0.4318181818181818,"cancelRateChange":-0.13},{"market":"Shreveport, LA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"10 → 18 cancelled"}],"focus":["Driver or equipment coverage: 4 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 8 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 12 calls cancelled with no reason given"],"current":{"completed":128,"cancelled":18,"total":146,"cancelRate":0.1232876712328767,"revenue":2703,"medianToScene":30,"onTimeRate":0.9416666666666667},"previous":{"completed":17,"cancelled":10,"total":27,"cancelRate":0.37037037037037035,"revenue":367,"medianToScene":61.5,"onTimeRate":0.9375},"volumeChange":4.407407407407407,"cancelRateChange":-0.24708269913749364},{"market":"Chattanooga, TN","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"39 → 25 calls (−36%)"}],"focus":["Driver or equipment coverage: 5 calls cancelled for no driver or equipment","Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":19,"cancelled":6,"total":25,"cancelRate":0.24,"revenue":560,"medianToScene":29,"onTimeRate":0.9444444444444444},"previous":{"completed":26,"cancelled":13,"total":39,"cancelRate":0.3333333333333333,"revenue":760,"medianToScene":38,"onTimeRate":0.8333333333333334},"volumeChange":-0.358974358974359,"cancelRateChange":-0.09333333333333332},{"market":"Little Rock, AR","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"3 → 14 cancelled"}],"focus":["Response speed: 2 calls cancelled by the customer, median 21 min after the call"],"current":{"completed":85,"cancelled":14,"total":99,"cancelRate":0.1414141414141414,"revenue":1928,"medianToScene":45,"onTimeRate":0.8873239436619719},"previous":{"completed":27,"cancelled":3,"total":30,"cancelRate":0.1,"revenue":582,"medianToScene":48,"onTimeRate":0.8947368421052632},"volumeChange":2.3,"cancelRateChange":0.0414141414141414},{"market":"Tuscaloosa, AL","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"31 → 24 calls (−23%)"}],"focus":["Response speed: 1 call cancelled by the customer, median 22 min after the call","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":19,"cancelled":5,"total":24,"cancelRate":0.20833333333333334,"revenue":420,"medianToScene":25,"onTimeRate":1},"previous":{"completed":27,"cancelled":4,"total":31,"cancelRate":0.12903225806451613,"revenue":595,"medianToScene":38,"onTimeRate":0.84},"volumeChange":-0.22580645161290322,"cancelRateChange":0.07930107526881722},{"market":"El Paso, TX","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"33 → 20 calls (−39%)"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":18,"cancelled":2,"total":20,"cancelRate":0.1,"revenue":409.25,"medianToScene":27.5,"onTimeRate":1},"previous":{"completed":25,"cancelled":8,"total":33,"cancelRate":0.24242424242424243,"revenue":586,"medianToScene":30,"onTimeRate":1},"volumeChange":-0.3939393939393939,"cancelRateChange":-0.14242424242424243},{"market":"Pigeon Forge, TN","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"34 → 21 calls (−38%)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":21,"cancelled":0,"total":21,"cancelRate":0,"revenue":759.99,"medianToScene":20,"onTimeRate":0.9473684210526315},"previous":{"completed":32,"cancelled":2,"total":34,"cancelRate":0.058823529411764705,"revenue":713,"medianToScene":27,"onTimeRate":0.8620689655172413},"volumeChange":-0.38235294117647056,"cancelRateChange":-0.058823529411764705},{"market":"Rock Hill, SC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"31 → 17 calls (−45%)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":15,"cancelled":2,"total":17,"cancelRate":0.11764705882352941,"revenue":325.5,"medianToScene":25,"onTimeRate":0.9333333333333333},"previous":{"completed":27,"cancelled":4,"total":31,"cancelRate":0.12903225806451613,"revenue":618.5,"medianToScene":28,"onTimeRate":1},"volumeChange":-0.45161290322580644,"cancelRateChange":-0.011385199240986715},{"market":"Greenville, SC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"3 → 8 cancelled"}],"focus":["Driver or equipment coverage: 5 calls cancelled for no driver or equipment"],"current":{"completed":26,"cancelled":8,"total":34,"cancelRate":0.23529411764705882,"revenue":553.5,"medianToScene":37,"onTimeRate":1},"previous":{"completed":18,"cancelled":3,"total":21,"cancelRate":0.14285714285714285,"revenue":395.25,"medianToScene":40.5,"onTimeRate":1},"volumeChange":0.6190476190476191,"cancelRateChange":0.09243697478991597},{"market":"Tulsa, OK","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"highRate","label":"High cancel rate","detail":"33% of 18 calls cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 4 calls cancelled with no reason given"],"current":{"completed":12,"cancelled":6,"total":18,"cancelRate":0.3333333333333333,"revenue":350,"medianToScene":43,"onTimeRate":0.9090909090909091},"previous":{"completed":12,"cancelled":7,"total":19,"cancelRate":0.3684210526315789,"revenue":350,"medianToScene":84,"onTimeRate":0.8888888888888888},"volumeChange":-0.05263157894736842,"cancelRateChange":-0.03508771929824561},{"market":"Wilmington, NC","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"22 → 14 calls (−36%)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":11,"cancelled":3,"total":14,"cancelRate":0.21428571428571427,"revenue":298,"medianToScene":43.5,"onTimeRate":1},"previous":{"completed":18,"cancelled":4,"total":22,"cancelRate":0.18181818181818182,"revenue":532,"medianToScene":41,"onTimeRate":0.9411764705882353},"volumeChange":-0.36363636363636365,"cancelRateChange":0.03246753246753245},{"market":"Jacksonville, NC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"21 → 16 calls (−24%)"}],"focus":["Ask the club why: 1 call cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":15,"cancelled":1,"total":16,"cancelRate":0.0625,"revenue":520,"medianToScene":31,"onTimeRate":0.9285714285714286},"previous":{"completed":20,"cancelled":1,"total":21,"cancelRate":0.047619047619047616,"revenue":695,"medianToScene":37,"onTimeRate":0.9444444444444444},"volumeChange":-0.23809523809523808,"cancelRateChange":0.014880952380952384},{"market":"New Orleans, LA","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"2 → 5 cancelled"}],"focus":["Meeting ETAs: 1 call cancelled after a missed ETA","Response speed: 1 call cancelled by the customer, median 23 min after the 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