{"range":{"start":"2026-09-03","end":"2026-10-02","days":30,"preset":"last30","endsYesterday":true},"previous":{"start":"2026-08-04","end":"2026-09-02","days":30,"preset":null,"endsYesterday":false},"rules":{"minCalls":5,"volumeDrop":0.2,"volumeDropCritical":0.5,"cancelRateRise":0.1,"cancelsUpMin":3,"cancelsUpRatio":1.5,"highCancelRate":0.3,"criticalCancelRate":0.5,"sceneSlowerRatio":1.25,"sceneSlowerMin":10,"onTimeDrop":0.15,"minSamples":3},"flagged":[{"market":"Macon, GA","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"17% → 51% (+35 pts)"},{"code":"cancels","label":"More cancellations","detail":"6 → 18 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"51% of 35 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 38m → 55m"},{"code":"onTime","label":"Fewer on time","detail":"85% → 69% on scene by ETA"}],"focus":["Response speed: 3 calls cancelled by the customer, median 30 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":17,"cancelled":18,"total":35,"cancelRate":0.5142857142857142,"revenue":360,"medianToScene":55,"onTimeRate":0.6923076923076923},"previous":{"completed":30,"cancelled":6,"total":36,"cancelRate":0.16666666666666666,"revenue":669,"medianToScene":38,"onTimeRate":0.8461538461538461},"volumeChange":-0.027777777777777776,"cancelRateChange":0.3476190476190476},{"market":"Jersey City, NJ","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"33% → 62% (+28 pts)"},{"code":"cancels","label":"More cancellations","detail":"4 → 16 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"62% of 26 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 51m → 67m"},{"code":"onTime","label":"Fewer on time","detail":"86% → 70% on scene by ETA"}],"focus":["Driver or equipment coverage: 12 calls cancelled for no driver or equipment","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":10,"cancelled":16,"total":26,"cancelRate":0.6153846153846154,"revenue":195,"medianToScene":67,"onTimeRate":0.7},"previous":{"completed":8,"cancelled":4,"total":12,"cancelRate":0.3333333333333333,"revenue":165,"medianToScene":51,"onTimeRate":0.8571428571428571},"volumeChange":1.1666666666666667,"cancelRateChange":0.2820512820512821},{"market":"Tuscaloosa, AL","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"9 → 6 calls (−33%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 50% (+50 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"50% of 6 calls cancelled"},{"code":"onTime","label":"Fewer on time","detail":"88% → 67% on scene by ETA"}],"focus":["Driver or equipment coverage: 2 calls 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":3,"cancelled":3,"total":6,"cancelRate":0.5,"revenue":102,"medianToScene":32,"onTimeRate":0.6666666666666666},"previous":{"completed":9,"cancelled":0,"total":9,"cancelRate":0,"revenue":302,"medianToScene":46.5,"onTimeRate":0.875},"volumeChange":-0.3333333333333333,"cancelRateChange":0.5},{"market":"Anderson, SC","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"127 → 90 calls (−29%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"9% → 21% (+12 pts)"},{"code":"cancels","label":"More cancellations","detail":"12 → 19 cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 25m → 39m"}],"focus":["Driver or equipment coverage: 13 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 19 min after the call","Ask the club why: 4 calls 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":71,"cancelled":19,"total":90,"cancelRate":0.2111111111111111,"revenue":1800,"medianToScene":39,"onTimeRate":0.859375},"previous":{"completed":115,"cancelled":12,"total":127,"cancelRate":0.09448818897637795,"revenue":3002,"medianToScene":25,"onTimeRate":0.9217391304347826},"volumeChange":-0.29133858267716534,"cancelRateChange":0.11662292213473316},{"market":"Jersey City, NJ","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"31% → 48% (+17 pts)"},{"code":"cancels","label":"More cancellations","detail":"16 → 29 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"48% of 60 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 42m → 53m"}],"focus":["Driver or equipment coverage: 25 calls cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":31,"cancelled":29,"total":60,"cancelRate":0.48333333333333334,"revenue":992,"medianToScene":53,"onTimeRate":0.7037037037037037},"previous":{"completed":35,"cancelled":16,"total":51,"cancelRate":0.3137254901960784,"revenue":1196,"medianToScene":42,"onTimeRate":0.7666666666666667},"volumeChange":0.17647058823529413,"cancelRateChange":0.1696078431372549},{"market":"Greensboro, NC","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"64 → 37 calls (−42%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"8% → 32% (+25 pts)"},{"code":"cancels","label":"More cancellations","detail":"5 → 12 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"32% of 37 calls cancelled"}],"focus":["Response speed: 2 calls cancelled by the customer, median 23 min after the call","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":25,"cancelled":12,"total":37,"cancelRate":0.32432432432432434,"revenue":495,"medianToScene":50.5,"onTimeRate":0.8636363636363636},"previous":{"completed":59,"cancelled":5,"total":64,"cancelRate":0.078125,"revenue":1225,"medianToScene":61,"onTimeRate":0.8723404255319149},"volumeChange":-0.421875,"cancelRateChange":0.24619932432432434},{"market":"Anderson, SC","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"18 → 12 calls (−33%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"22% → 33% (+11 pts)"},{"code":"highRate","label":"High cancel rate","detail":"33% of 12 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 23m → 64m"}],"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":4,"total":12,"cancelRate":0.3333333333333333,"revenue":187.5,"medianToScene":64,"onTimeRate":1},"previous":{"completed":14,"cancelled":4,"total":18,"cancelRate":0.2222222222222222,"revenue":356.25,"medianToScene":23,"onTimeRate":1},"volumeChange":-0.3333333333333333,"cancelRateChange":0.1111111111111111},{"market":"Beaumont, TX","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"17 → 11 calls (−35%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"18% → 36% (+19 pts)"},{"code":"highRate","label":"High cancel rate","detail":"36% of 11 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 50m → 63m"}],"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":4,"total":11,"cancelRate":0.36363636363636365,"revenue":130.25,"medianToScene":62.5,"onTimeRate":0.8333333333333334},"previous":{"completed":14,"cancelled":3,"total":17,"cancelRate":0.17647058823529413,"revenue":302.25,"medianToScene":50,"onTimeRate":0.9230769230769231},"volumeChange":-0.35294117647058826,"cancelRateChange":0.18716577540106952},{"market":"Fayetteville, NC","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 29% (+29 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 7 cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 30m → 48m"},{"code":"onTime","label":"Fewer on time","detail":"100% → 80% on scene by ETA"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 22 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":17,"cancelled":7,"total":24,"cancelRate":0.2916666666666667,"revenue":353.5,"medianToScene":48,"onTimeRate":0.8},"previous":{"completed":13,"cancelled":0,"total":13,"cancelRate":0,"revenue":269.75,"medianToScene":30,"onTimeRate":1},"volumeChange":0.8461538461538461,"cancelRateChange":0.2916666666666667},{"market":"Knoxville, TN","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"8% → 38% (+29 pts)"},{"code":"cancels","label":"More cancellations","detail":"1 → 6 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"38% of 16 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 22m → 44m"}],"focus":["Response speed: 1 call cancelled by the customer, median 8 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":10,"cancelled":6,"total":16,"cancelRate":0.375,"revenue":177,"medianToScene":44,"onTimeRate":1},"previous":{"completed":11,"cancelled":1,"total":12,"cancelRate":0.08333333333333333,"revenue":228,"medianToScene":22,"onTimeRate":1},"volumeChange":0.3333333333333333,"cancelRateChange":0.2916666666666667},{"market":"Fort Wayne, IN","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"9 → 5 calls (−44%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"11% → 40% (+29 pts)"},{"code":"highRate","label":"High cancel rate","detail":"40% of 5 calls cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 25m → 45m"}],"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":3,"cancelled":2,"total":5,"cancelRate":0.4,"revenue":0,"medianToScene":45,"onTimeRate":1},"previous":{"completed":8,"cancelled":1,"total":9,"cancelRate":0.1111111111111111,"revenue":0,"medianToScene":25,"onTimeRate":1},"volumeChange":-0.4444444444444444,"cancelRateChange":0.2888888888888889},{"market":"Fayetteville, NC","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"6% → 17% (+11 pts)"},{"code":"cancels","label":"More cancellations","detail":"5 → 15 cancelled"},{"code":"scene","label":"Slower to scene","detail":"median 35m → 46m"}],"focus":["Response speed: 4 calls cancelled by the customer, median 17 min after the call","Time to scene: dispatch-to-arrival is slipping"],"current":{"completed":73,"cancelled":15,"total":88,"cancelRate":0.17045454545454544,"revenue":0,"medianToScene":46,"onTimeRate":0.7575757575757576},"previous":{"completed":82,"cancelled":5,"total":87,"cancelRate":0.05747126436781609,"revenue":0,"medianToScene":34.5,"onTimeRate":0.8428571428571429},"volumeChange":0.011494252873563218,"cancelRateChange":0.11298328108672935},{"market":"Albany, NY","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"46 → 7 calls (−85%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"11% → 57% (+46 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":41,"cancelled":5,"total":46,"cancelRate":0.10869565217391304,"revenue":1220,"medianToScene":38,"onTimeRate":0.8857142857142857},"volumeChange":-0.8478260869565217,"cancelRateChange":0.46273291925465837},{"market":"Harrisburg, PA","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"28% → 59% (+31 pts)"},{"code":"cancels","label":"More cancellations","detail":"7 → 17 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"59% of 29 calls cancelled"}],"focus":["Driver or equipment coverage: 13 calls cancelled for no driver or equipment"],"current":{"completed":12,"cancelled":17,"total":29,"cancelRate":0.5862068965517241,"revenue":281.25,"medianToScene":28.5,"onTimeRate":1},"previous":{"completed":18,"cancelled":7,"total":25,"cancelRate":0.28,"revenue":435,"medianToScene":26,"onTimeRate":1},"volumeChange":0.16,"cancelRateChange":0.30620689655172406},{"market":"Tuscaloosa, AL","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"10% → 31% (+21 pts)"},{"code":"cancels","label":"More cancellations","detail":"3 → 8 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"31% of 26 calls cancelled"}],"focus":["Response speed: 2 calls cancelled by the customer, median 17 min after the call"],"current":{"completed":18,"cancelled":8,"total":26,"cancelRate":0.3076923076923077,"revenue":398,"medianToScene":27,"onTimeRate":1},"previous":{"completed":28,"cancelled":3,"total":31,"cancelRate":0.0967741935483871,"revenue":617,"medianToScene":38,"onTimeRate":0.8461538461538461},"volumeChange":-0.16129032258064516,"cancelRateChange":0.21091811414392062},{"market":"Greenwood, SC","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"32 → 11 calls (−66%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"25% → 36% (+11 pts)"},{"code":"highRate","label":"High cancel rate","detail":"36% of 11 calls cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 16 min after the call","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":7,"cancelled":4,"total":11,"cancelRate":0.36363636363636365,"revenue":321,"medianToScene":31,"onTimeRate":0.8571428571428571},"previous":{"completed":24,"cancelled":8,"total":32,"cancelRate":0.25,"revenue":936,"medianToScene":34.5,"onTimeRate":0.9230769230769231},"volumeChange":-0.65625,"cancelRateChange":0.11363636363636365},{"market":"Harrisburg, PA","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"21 → 14 calls (−33%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"29% → 43% (+14 pts)"},{"code":"highRate","label":"High cancel rate","detail":"43% of 14 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":8,"cancelled":6,"total":14,"cancelRate":0.42857142857142855,"revenue":275,"medianToScene":24,"onTimeRate":1},"previous":{"completed":15,"cancelled":6,"total":21,"cancelRate":0.2857142857142857,"revenue":550,"medianToScene":24,"onTimeRate":1},"volumeChange":-0.3333333333333333,"cancelRateChange":0.14285714285714285},{"market":"Macon, GA","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"13% → 80% (+67 pts)"},{"code":"cancels","label":"More cancellations","detail":"2 → 12 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"80% of 15 calls cancelled"}],"focus":["Driver or equipment coverage: 10 calls cancelled for no driver or equipment","Ask the club why: 2 calls cancelled with no reason given"],"current":{"completed":3,"cancelled":12,"total":15,"cancelRate":0.8,"revenue":0,"medianToScene":null,"onTimeRate":null},"previous":{"completed":13,"cancelled":2,"total":15,"cancelRate":0.13333333333333333,"revenue":0,"medianToScene":39,"onTimeRate":0.8461538461538461},"volumeChange":0,"cancelRateChange":0.6666666666666667},{"market":"Greenville, SC","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"6% → 30% (+24 pts)"},{"code":"cancels","label":"More cancellations","detail":"1 → 6 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"30% of 20 calls cancelled"}],"focus":["Response speed: 2 calls cancelled by the customer, median 17 min after the call","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":14,"cancelled":6,"total":20,"cancelRate":0.3,"revenue":323,"medianToScene":33,"onTimeRate":1},"previous":{"completed":16,"cancelled":1,"total":17,"cancelRate":0.058823529411764705,"revenue":368,"medianToScene":34,"onTimeRate":1},"volumeChange":0.17647058823529413,"cancelRateChange":0.24117647058823527},{"market":"Wilmington, NC","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"17 → 6 calls (−65%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 17% (+17 pts)"},{"code":"onTime","label":"Fewer on time","detail":"75% → 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":5,"cancelled":1,"total":6,"cancelRate":0.16666666666666666,"revenue":166,"medianToScene":51,"onTimeRate":0.5},"previous":{"completed":17,"cancelled":0,"total":17,"cancelRate":0,"revenue":570,"medianToScene":50,"onTimeRate":0.75},"volumeChange":-0.6470588235294118,"cancelRateChange":0.16666666666666666},{"market":"Madison, WI","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"15% → 33% (+18 pts)"},{"code":"cancels","label":"More cancellations","detail":"2 → 5 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"33% of 15 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":10,"cancelled":5,"total":15,"cancelRate":0.3333333333333333,"revenue":320,"medianToScene":31.5,"onTimeRate":1},"previous":{"completed":11,"cancelled":2,"total":13,"cancelRate":0.15384615384615385,"revenue":354,"medianToScene":48,"onTimeRate":0.6666666666666666},"volumeChange":0.15384615384615385,"cancelRateChange":0.17948717948717946},{"market":"Montgomery, AL","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 31% (+31 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 5 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"31% of 16 calls 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":11,"cancelled":5,"total":16,"cancelRate":0.3125,"revenue":0,"medianToScene":22,"onTimeRate":0.9090909090909091},"previous":{"completed":12,"cancelled":0,"total":12,"cancelRate":0,"revenue":72,"medianToScene":30.5,"onTimeRate":0.9166666666666666},"volumeChange":0.3333333333333333,"cancelRateChange":0.3125},{"market":"El Paso, TX","club":"URGENTLY","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"12 → 5 calls (−58%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"33% → 60% (+27 pts)"},{"code":"highRate","label":"High cancel rate","detail":"60% of 5 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":2,"cancelled":3,"total":5,"cancelRate":0.6,"revenue":64,"medianToScene":null,"onTimeRate":null},"previous":{"completed":8,"cancelled":4,"total":12,"cancelRate":0.3333333333333333,"revenue":234,"medianToScene":24,"onTimeRate":1},"volumeChange":-0.5833333333333334,"cancelRateChange":0.26666666666666666},{"market":"Harrisburg, PA","club":"SWOOP","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"11 → 5 calls (−55%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"36% → 80% (+44 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":4,"total":11,"cancelRate":0.36363636363636365,"revenue":121,"medianToScene":31.5,"onTimeRate":1},"volumeChange":-0.5454545454545454,"cancelRateChange":0.4363636363636364},{"market":"Birmingham, AL","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 30% (+30 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"30% of 10 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":7,"cancelled":3,"total":10,"cancelRate":0.3,"revenue":180,"medianToScene":34,"onTimeRate":1},"previous":{"completed":10,"cancelled":0,"total":10,"cancelRate":0,"revenue":300,"medianToScene":49,"onTimeRate":1},"volumeChange":0,"cancelRateChange":0.3},{"market":"Macon, GA","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"81 → 40 calls (−51%)"},{"code":"highRate","label":"High cancel rate","detail":"33% of 40 calls cancelled"}],"focus":["Driver or equipment coverage: 10 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 18 min after the call","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":27,"cancelled":13,"total":40,"cancelRate":0.325,"revenue":669.75,"medianToScene":39,"onTimeRate":1},"previous":{"completed":62,"cancelled":19,"total":81,"cancelRate":0.2345679012345679,"revenue":1432.25,"medianToScene":37.5,"onTimeRate":0.8983050847457628},"volumeChange":-0.5061728395061729,"cancelRateChange":0.09043209876543212},{"market":"Richmond, VA","club":"GEICO","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"44 → 20 calls (−55%)"},{"code":"highRate","label":"High cancel rate","detail":"40% of 20 calls cancelled"}],"focus":["Driver or equipment coverage: 7 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":8,"total":20,"cancelRate":0.4,"revenue":405,"medianToScene":40,"onTimeRate":0.8888888888888888},"previous":{"completed":17,"cancelled":27,"total":44,"cancelRate":0.6136363636363636,"revenue":585,"medianToScene":61,"onTimeRate":0.8},"volumeChange":-0.5454545454545454,"cancelRateChange":-0.21363636363636362},{"market":"Pigeon Forge, TN","club":"ALLSTATE","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"24 → 7 calls (−71%)"},{"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":19,"cancelled":5,"total":24,"cancelRate":0.20833333333333334,"revenue":0,"medianToScene":19.5,"onTimeRate":1},"volumeChange":-0.7083333333333334,"cancelRateChange":-0.20833333333333334},{"market":"Cincinnati, OH","club":"HONK","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"20 → 7 calls (−65%)"},{"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":18,"cancelled":2,"total":20,"cancelRate":0.1,"revenue":0,"medianToScene":49,"onTimeRate":1},"volumeChange":-0.65,"cancelRateChange":-0.1},{"market":"Lexington, KY","club":"NSD","severity":"critical","severityRank":3,"issues":[{"code":"volume","label":"Volume down","detail":"19 → 4 calls (−79%)"},{"code":"scene","label":"Slower to scene","detail":"median 37m → 67m"}],"focus":["Time to scene: dispatch-to-arrival is slipping","Call volume: confirm the club is still routing calls to this market at the usual 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cancelled by the customer, median 11 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":69,"cancelled":21,"total":90,"cancelRate":0.23333333333333334,"revenue":1462,"medianToScene":23,"onTimeRate":1},"previous":{"completed":71,"cancelled":6,"total":77,"cancelRate":0.07792207792207792,"revenue":1498,"medianToScene":26,"onTimeRate":0.9846153846153847},"volumeChange":0.16883116883116883,"cancelRateChange":0.15541125541125542},{"market":"Dayton, OH","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"7% → 18% (+11 pts)"},{"code":"cancels","label":"More cancellations","detail":"5 → 11 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or 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rate"],"current":{"completed":41,"cancelled":5,"total":46,"cancelRate":0.10869565217391304,"revenue":950,"medianToScene":46,"onTimeRate":0.8947368421052632},"previous":{"completed":67,"cancelled":6,"total":73,"cancelRate":0.0821917808219178,"revenue":1625,"medianToScene":36,"onTimeRate":0.9076923076923077},"volumeChange":-0.3698630136986301,"cancelRateChange":0.026503871351995237},{"market":"South Bend, IN","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"10 → 19 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"31% of 62 calls cancelled"}],"focus":["Driver or equipment coverage: 14 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 5 min after the call"],"current":{"completed":43,"cancelled":19,"total":62,"cancelRate":0.3064516129032258,"revenue":842,"medianToScene":35,"onTimeRate":0.8974358974358975},"previous":{"completed":36,"cancelled":10,"total":46,"cancelRate":0.21739130434782608,"revenue":800,"medianToScene":35,"onTimeRate":0.9142857142857143},"volumeChange":0.34782608695652173,"cancelRateChange":0.08906030855539973},{"market":"Birmingham, AL","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"57 → 44 calls (−23%)"},{"code":"cancels","label":"More cancellations","detail":"4 → 7 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":37,"cancelled":7,"total":44,"cancelRate":0.1590909090909091,"revenue":888,"medianToScene":45,"onTimeRate":0.9411764705882353},"previous":{"completed":53,"cancelled":4,"total":57,"cancelRate":0.07017543859649122,"revenue":1256,"medianToScene":40.5,"onTimeRate":0.9375},"volumeChange":-0.22807017543859648,"cancelRateChange":0.08891547049441786},{"market":"Cincinnati, OH","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"37 → 24 calls (−35%)"},{"code":"scene","label":"Slower to scene","detail":"median 56m → 86m"}],"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":22,"cancelled":2,"total":24,"cancelRate":0.08333333333333333,"revenue":790,"medianToScene":86,"onTimeRate":0.8333333333333334},"previous":{"completed":33,"cancelled":4,"total":37,"cancelRate":0.10810810810810811,"revenue":1155,"medianToScene":55.5,"onTimeRate":0.9615384615384616},"volumeChange":-0.35135135135135137,"cancelRateChange":-0.024774774774774785},{"market":"Montgomery, AL","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"34 → 20 calls (−41%)"},{"code":"cancelRate","label":"Cancel rate up","detail":"6% → 20% (+14 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":16,"cancelled":4,"total":20,"cancelRate":0.2,"revenue":560,"medianToScene":32,"onTimeRate":1},"previous":{"completed":32,"cancelled":2,"total":34,"cancelRate":0.058823529411764705,"revenue":1100,"medianToScene":28,"onTimeRate":0.9642857142857143},"volumeChange":-0.4117647058823529,"cancelRateChange":0.1411764705882353},{"market":"Greenville, SC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"13% → 24% (+11 pts)"},{"code":"cancels","label":"More cancellations","detail":"3 → 9 cancelled"}],"focus":["Driver or equipment coverage: 6 calls cancelled for no driver or 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rate"],"current":{"completed":16,"cancelled":0,"total":16,"cancelRate":0,"revenue":544,"medianToScene":48.5,"onTimeRate":0.875},"previous":{"completed":26,"cancelled":2,"total":28,"cancelRate":0.07142857142857142,"revenue":804,"medianToScene":38.5,"onTimeRate":0.875},"volumeChange":-0.42857142857142855,"cancelRateChange":-0.07142857142857142},{"market":"Canton, OH","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 12% (+12 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":22,"cancelled":3,"total":25,"cancelRate":0.12,"revenue":932.98,"medianToScene":17,"onTimeRate":1},"previous":{"completed":21,"cancelled":0,"total":21,"cancelRate":0,"revenue":455,"medianToScene":20.5,"onTimeRate":1},"volumeChange":0.19047619047619047,"cancelRateChange":0.12},{"market":"Greenville, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 19% (+19 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":17,"cancelled":4,"total":21,"cancelRate":0.19047619047619047,"revenue":0,"medianToScene":54.5,"onTimeRate":0.8125},"previous":{"completed":18,"cancelled":0,"total":18,"cancelRate":0,"revenue":0,"medianToScene":58,"onTimeRate":0.7142857142857143},"volumeChange":0.16666666666666666,"cancelRateChange":0.19047619047619047},{"market":"Bloomington, IN","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"13% → 31% (+18 pts)"},{"code":"highRate","label":"High cancel rate","detail":"31% of 13 calls cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment"],"current":{"completed":9,"cancelled":4,"total":13,"cancelRate":0.3076923076923077,"revenue":0,"medianToScene":36,"onTimeRate":1},"previous":{"completed":14,"cancelled":2,"total":16,"cancelRate":0.125,"revenue":0,"medianToScene":30.5,"onTimeRate":0.9},"volumeChange":-0.1875,"cancelRateChange":0.1826923076923077},{"market":"Lexington, KY","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 20% (+20 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 5 cancelled"}],"focus":["Ask the club why: 2 calls cancelled with no reason given"],"current":{"completed":20,"cancelled":5,"total":25,"cancelRate":0.2,"revenue":576,"medianToScene":37,"onTimeRate":0.8823529411764706},"previous":{"completed":14,"cancelled":0,"total":14,"cancelRate":0,"revenue":446,"medianToScene":46,"onTimeRate":0.8},"volumeChange":0.7857142857142857,"cancelRateChange":0.2},{"market":"Little Rock, AR","club":"HONK","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"16 → 11 calls (−31%)"},{"code":"scene","label":"Slower to scene","detail":"median 30m → 51m"}],"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":9,"cancelled":2,"total":11,"cancelRate":0.18181818181818182,"revenue":0,"medianToScene":51,"onTimeRate":0.8571428571428571},"previous":{"completed":14,"cancelled":2,"total":16,"cancelRate":0.125,"revenue":0,"medianToScene":30,"onTimeRate":1},"volumeChange":-0.3125,"cancelRateChange":0.05681818181818182},{"market":"Dover, DE","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 17% (+17 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"}],"focus":["Most cancellations: GOA"],"current":{"completed":15,"cancelled":3,"total":18,"cancelRate":0.16666666666666666,"revenue":450,"medianToScene":45,"onTimeRate":1},"previous":{"completed":14,"cancelled":0,"total":14,"cancelRate":0,"revenue":410,"medianToScene":43,"onTimeRate":0.8461538461538461},"volumeChange":0.2857142857142857,"cancelRateChange":0.16666666666666666},{"market":"Rock Hill, SC","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 20% (+20 pts)"},{"code":"cancels","label":"More cancellations","detail":"0 → 3 cancelled"}],"focus":["Most cancellations: Other"],"current":{"completed":12,"cancelled":3,"total":15,"cancelRate":0.2,"revenue":259,"medianToScene":30,"onTimeRate":0.8571428571428571},"previous":{"completed":13,"cancelled":0,"total":13,"cancelRate":0,"revenue":294,"medianToScene":34,"onTimeRate":0.9},"volumeChange":0.15384615384615385,"cancelRateChange":0.2},{"market":"Fayetteville, NC","club":"URGENTLY","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"11 → 6 calls (−45%)"},{"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":11,"cancelled":0,"total":11,"cancelRate":0,"revenue":362,"medianToScene":34,"onTimeRate":0.8888888888888888},"volumeChange":-0.45454545454545453,"cancelRateChange":0.16666666666666666},{"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":"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":"Columbus, GA","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 10% (+10 pts)"},{"code":"onTime","label":"Fewer on time","detail":"75% → 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":9,"cancelled":1,"total":10,"cancelRate":0.1,"revenue":260,"medianToScene":48.5,"onTimeRate":0.375},"previous":{"completed":9,"cancelled":0,"total":9,"cancelRate":0,"revenue":260,"medianToScene":55,"onTimeRate":0.75},"volumeChange":0.1111111111111111,"cancelRateChange":0.1},{"market":"Racine, WI","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"9 → 5 calls (−44%)"},{"code":"scene","label":"Slower to scene","detail":"median 28m → 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":8,"cancelled":1,"total":9,"cancelRate":0.1111111111111111,"revenue":194,"medianToScene":28,"onTimeRate":null},"volumeChange":-0.4444444444444444,"cancelRateChange":0.0888888888888889},{"market":"Alexandria, LA","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"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"],"current":{"completed":7,"cancelled":1,"total":8,"cancelRate":0.125,"revenue":0,"medianToScene":34.5,"onTimeRate":0.8333333333333334},"previous":{"completed":9,"cancelled":0,"total":9,"cancelRate":0,"revenue":0,"medianToScene":23,"onTimeRate":0.875},"volumeChange":-0.1111111111111111,"cancelRateChange":0.125},{"market":"Charleston, SC","club":"ROADSIDE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"0% → 33% (+33 pts)"},{"code":"highRate","label":"High cancel rate","detail":"33% of 6 calls cancelled"}],"focus":["Most cancellations: Other"],"current":{"completed":4,"cancelled":2,"total":6,"cancelRate":0.3333333333333333,"revenue":264,"medianToScene":51.5,"onTimeRate":1},"previous":{"completed":7,"cancelled":0,"total":7,"cancelRate":0,"revenue":383,"medianToScene":48,"onTimeRate":1},"volumeChange":-0.14285714285714285,"cancelRateChange":0.3333333333333333},{"market":"Yuma, AZ","club":"HONK","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"9 → 7 calls (−22%)"},{"code":"scene","label":"Slower to scene","detail":"median 30m → 44m"}],"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":43.5,"onTimeRate":0.75},"previous":{"completed":9,"cancelled":0,"total":9,"cancelRate":0,"revenue":0,"medianToScene":30,"onTimeRate":0.8571428571428571},"volumeChange":-0.2222222222222222,"cancelRateChange":0},{"market":"Albany, NY","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"17% → 38% (+21 pts)"},{"code":"highRate","label":"High cancel rate","detail":"38% of 8 calls cancelled"}],"focus":["Driver or equipment coverage: 2 calls cancelled for no driver or equipment"],"current":{"completed":5,"cancelled":3,"total":8,"cancelRate":0.375,"revenue":140,"medianToScene":30,"onTimeRate":1},"previous":{"completed":5,"cancelled":1,"total":6,"cancelRate":0.16666666666666666,"revenue":130,"medianToScene":44.5,"onTimeRate":0.25},"volumeChange":0.3333333333333333,"cancelRateChange":0.20833333333333334},{"market":"Montgomery, AL","club":"ROADSIDE","severity":"attention","severityRank":2,"issues":[{"code":"cancelRate","label":"Cancel rate up","detail":"20% → 33% (+13 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":4,"cancelled":1,"total":5,"cancelRate":0.2,"revenue":261,"medianToScene":31.5,"onTimeRate":0.75},"volumeChange":0.8,"cancelRateChange":0.1333333333333333},{"market":"Amarillo, TX","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"1 → 5 cancelled"},{"code":"highRate","label":"High cancel rate","detail":"45% of 11 calls cancelled"}],"focus":["Driver or equipment coverage: 4 calls cancelled for no driver or equipment"],"current":{"completed":6,"cancelled":5,"total":11,"cancelRate":0.45454545454545453,"revenue":139.5,"medianToScene":24,"onTimeRate":1},"previous":{"completed":2,"cancelled":1,"total":3,"cancelRate":0.3333333333333333,"revenue":46.5,"medianToScene":null,"onTimeRate":null},"volumeChange":2.6666666666666665,"cancelRateChange":0.12121212121212122},{"market":"Allentown, PA","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"7 → 4 calls (−43%)"},{"code":"scene","label":"Slower to scene","detail":"median 33m → 45m"}],"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":3,"cancelled":1,"total":4,"cancelRate":0.25,"revenue":90,"medianToScene":45,"onTimeRate":null},"previous":{"completed":3,"cancelled":4,"total":7,"cancelRate":0.5714285714285714,"revenue":90,"medianToScene":33,"onTimeRate":1},"volumeChange":-0.42857142857142855,"cancelRateChange":-0.3214285714285714},{"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":"Cincinnati, OH","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"26 → 59 cancelled"}],"focus":["Driver or equipment coverage: 20 calls cancelled for no driver or equipment","Response speed: 8 calls cancelled by the customer, median 62 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 29 calls cancelled with no reason given"],"current":{"completed":341,"cancelled":59,"total":400,"cancelRate":0.1475,"revenue":2379.99,"medianToScene":54,"onTimeRate":0.8854166666666666},"previous":{"completed":371,"cancelled":26,"total":397,"cancelRate":0.0654911838790932,"revenue":2506.97,"medianToScene":53,"onTimeRate":0.9285714285714286},"volumeChange":0.007556675062972292,"cancelRateChange":0.0820088161209068},{"market":"Louisville, KY","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"17 → 51 cancelled"}],"focus":["Driver or equipment coverage: 21 calls cancelled for no driver or equipment","Response speed: 4 calls cancelled by the customer, median 53 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 25 calls cancelled with no reason given"],"current":{"completed":537,"cancelled":51,"total":588,"cancelRate":0.08673469387755102,"revenue":10514.98,"medianToScene":50,"onTimeRate":0.853763440860215},"previous":{"completed":325,"cancelled":17,"total":342,"cancelRate":0.049707602339181284,"revenue":6376.99,"medianToScene":49,"onTimeRate":0.882943143812709},"volumeChange":0.7192982456140351,"cancelRateChange":0.037027091538369736},{"market":"Lexington, KY","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"14 → 23 cancelled"}],"focus":["Driver or equipment coverage: 11 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":263,"cancelled":23,"total":286,"cancelRate":0.08041958041958042,"revenue":5508,"medianToScene":34,"onTimeRate":0.9180327868852459},"previous":{"completed":292,"cancelled":14,"total":306,"cancelRate":0.0457516339869281,"revenue":6602.99,"medianToScene":32,"onTimeRate":0.8913043478260869},"volumeChange":-0.06535947712418301,"cancelRateChange":0.034667946432652315},{"market":"Rock Hill, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"5 → 10 cancelled"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Ask the club why: 7 calls cancelled with no reason given"],"current":{"completed":182,"cancelled":10,"total":192,"cancelRate":0.052083333333333336,"revenue":3922,"medianToScene":27,"onTimeRate":0.95625},"previous":{"completed":214,"cancelled":5,"total":219,"cancelRate":0.0228310502283105,"revenue":4699,"medianToScene":26,"onTimeRate":0.9747474747474747},"volumeChange":-0.1232876712328767,"cancelRateChange":0.029252283105022835},{"market":"Richmond, VA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"192 → 121 calls (−37%)"}],"focus":["Driver or equipment coverage: 13 calls cancelled for no driver or equipment","Response speed: 2 calls cancelled by the customer, median 11 min after the call","Ask the club why: 11 calls cancelled with no reason given","Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":95,"cancelled":26,"total":121,"cancelRate":0.21487603305785125,"revenue":1885,"medianToScene":36,"onTimeRate":0.8488372093023255},"previous":{"completed":161,"cancelled":31,"total":192,"cancelRate":0.16145833333333334,"revenue":3134,"medianToScene":40,"onTimeRate":0.851063829787234},"volumeChange":-0.3697916666666667,"cancelRateChange":0.0534176997245179},{"market":"Raleigh, NC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"196 → 125 calls (−36%)"}],"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":2559.99,"medianToScene":40,"onTimeRate":0.9347826086956522},"previous":{"completed":187,"cancelled":9,"total":196,"cancelRate":0.04591836734693878,"revenue":3895,"medianToScene":33,"onTimeRate":0.9455782312925171},"volumeChange":-0.3622448979591837,"cancelRateChange":0.050081632653061224},{"market":"Allentown, PA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"188 → 111 calls (−41%)"}],"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":109,"cancelled":2,"total":111,"cancelRate":0.018018018018018018,"revenue":2635,"medianToScene":33,"onTimeRate":0.9090909090909091},"previous":{"completed":177,"cancelled":11,"total":188,"cancelRate":0.05851063829787234,"revenue":4295,"medianToScene":28,"onTimeRate":0.9634146341463414},"volumeChange":-0.4095744680851064,"cancelRateChange":-0.04049262027985433},{"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 7 min after the call","Ask the club why: 7 calls cancelled with no reason given"],"current":{"completed":178,"cancelled":15,"total":193,"cancelRate":0.07772020725388601,"revenue":16997,"medianToScene":40,"onTimeRate":1},"previous":{"completed":154,"cancelled":10,"total":164,"cancelRate":0.06097560975609756,"revenue":14837,"medianToScene":45,"onTimeRate":1},"volumeChange":0.17682926829268292,"cancelRateChange":0.01674459749778845},{"market":"Fort Wayne, IN","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"9 → 20 cancelled"}],"focus":["Driver or equipment coverage: 13 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 19 min after the call","Ask the club why: 6 calls cancelled with no reason given"],"current":{"completed":156,"cancelled":20,"total":176,"cancelRate":0.11363636363636363,"revenue":3564.99,"medianToScene":29,"onTimeRate":0.9097222222222222},"previous":{"completed":116,"cancelled":9,"total":125,"cancelRate":0.072,"revenue":2462,"medianToScene":29,"onTimeRate":0.908256880733945},"volumeChange":0.408,"cancelRateChange":0.04163636363636364},{"market":"Canton, OH","club":"SWOOP","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","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 3 calls cancelled with no reason given"],"current":{"completed":150,"cancelled":6,"total":156,"cancelRate":0.038461538461538464,"revenue":7493.86,"medianToScene":19,"onTimeRate":0.9922480620155039},"previous":{"completed":128,"cancelled":3,"total":131,"cancelRate":0.022900763358778626,"revenue":6686.87,"medianToScene":19,"onTimeRate":0.9823008849557522},"volumeChange":0.19083969465648856,"cancelRateChange":0.015560775102759838},{"market":"Beaumont, TX","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"125 → 89 calls (−29%)"}],"focus":["Driver or equipment coverage: 3 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 9 min after the call","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":84,"cancelled":5,"total":89,"cancelRate":0.056179775280898875,"revenue":2380,"medianToScene":37.5,"onTimeRate":0.9594594594594594},"previous":{"completed":120,"cancelled":5,"total":125,"cancelRate":0.04,"revenue":3366,"medianToScene":50,"onTimeRate":0.9807692307692307},"volumeChange":-0.288,"cancelRateChange":0.016179775280898874},{"market":"Charleston, SC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"115 → 84 calls (−27%)"}],"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":73,"cancelled":11,"total":84,"cancelRate":0.13095238095238096,"revenue":1575,"medianToScene":37,"onTimeRate":0.9692307692307692},"previous":{"completed":107,"cancelled":8,"total":115,"cancelRate":0.06956521739130435,"revenue":2387,"medianToScene":42,"onTimeRate":0.8979591836734694},"volumeChange":-0.26956521739130435,"cancelRateChange":0.06138716356107661},{"market":"Macon, GA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"16 → 33 cancelled"}],"focus":["Driver or equipment coverage: 23 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":112,"cancelled":33,"total":145,"cancelRate":0.22758620689655173,"revenue":2386,"medianToScene":40,"onTimeRate":0.8936170212765957},"previous":{"completed":71,"cancelled":16,"total":87,"cancelRate":0.1839080459770115,"revenue":1423,"medianToScene":33,"onTimeRate":0.8548387096774194},"volumeChange":0.6666666666666666,"cancelRateChange":0.04367816091954024},{"market":"El Paso, TX","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"9 → 15 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","Ask the club why: 5 calls cancelled with no reason given"],"current":{"completed":86,"cancelled":15,"total":101,"cancelRate":0.1485148514851485,"revenue":2065,"medianToScene":27.5,"onTimeRate":1},"previous":{"completed":94,"cancelled":9,"total":103,"cancelRate":0.08737864077669903,"revenue":2295,"medianToScene":29,"onTimeRate":1},"volumeChange":-0.019417475728155338,"cancelRateChange":0.061136210708449476},{"market":"Dayton, OH","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"104 → 72 calls (−31%)"}],"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":68,"cancelled":4,"total":72,"cancelRate":0.05555555555555555,"revenue":1970,"medianToScene":43,"onTimeRate":0.8135593220338984},"previous":{"completed":98,"cancelled":6,"total":104,"cancelRate":0.057692307692307696,"revenue":2860,"medianToScene":44,"onTimeRate":0.8777777777777778},"volumeChange":-0.3076923076923077,"cancelRateChange":-0.002136752136752143},{"market":"El Paso, TX","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"81 → 64 calls (−21%)"}],"focus":["Driver or equipment coverage: 7 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":54,"cancelled":10,"total":64,"cancelRate":0.15625,"revenue":1875,"medianToScene":27,"onTimeRate":1},"previous":{"completed":71,"cancelled":10,"total":81,"cancelRate":0.12345679012345678,"revenue":2470,"medianToScene":29,"onTimeRate":1},"volumeChange":-0.20987654320987653,"cancelRateChange":0.03279320987654322},{"market":"Louisville, KY","club":"ALLIED","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"85 → 46 calls (−46%)"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 30 min after the call","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":41,"cancelled":5,"total":46,"cancelRate":0.10869565217391304,"revenue":1100,"medianToScene":52,"onTimeRate":0.8},"previous":{"completed":60,"cancelled":25,"total":85,"cancelRate":0.29411764705882354,"revenue":1465,"medianToScene":46,"onTimeRate":0.8260869565217391},"volumeChange":-0.4588235294117647,"cancelRateChange":-0.1854219948849105},{"market":"Asheville, NC","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"11 → 20 cancelled"}],"focus":["Driver or equipment coverage: 17 calls cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 14 min after the call","Coverage area: calls cancelled as out of territory or location issues","Ask the club why: 1 call cancelled with no reason given"],"current":{"completed":119,"cancelled":20,"total":139,"cancelRate":0.14388489208633093,"revenue":3746.99,"medianToScene":32,"onTimeRate":0.954954954954955},"previous":{"completed":47,"cancelled":11,"total":58,"cancelRate":0.1896551724137931,"revenue":1344,"medianToScene":24,"onTimeRate":0.9555555555555556},"volumeChange":1.396551724137931,"cancelRateChange":-0.045770280327462165},{"market":"Charleston, SC","club":"GEICO","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"65 → 49 calls (−25%)"}],"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":33.5,"onTimeRate":0.975},"previous":{"completed":60,"cancelled":5,"total":65,"cancelRate":0.07692307692307693,"revenue":2070,"medianToScene":49,"onTimeRate":0.9310344827586207},"volumeChange":-0.24615384615384617,"cancelRateChange":0.045525902668759805},{"market":"Racine, WI","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"0 → 7 cancelled"}],"focus":["Driver or equipment coverage: 1 call cancelled for no driver or equipment","Response speed: 1 call cancelled by the customer, median 26 min after the call","Ask the club why: 5 calls cancelled with no reason given"],"current":{"completed":67,"cancelled":7,"total":74,"cancelRate":0.0945945945945946,"revenue":1494,"medianToScene":40,"onTimeRate":0.8548387096774194},"previous":{"completed":57,"cancelled":0,"total":57,"cancelRate":0,"revenue":1344,"medianToScene":41,"onTimeRate":0.8490566037735849},"volumeChange":0.2982456140350877,"cancelRateChange":0.0945945945945946},{"market":"Montgomery, AL","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"59 → 35 calls (−41%)"}],"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":31,"cancelled":4,"total":35,"cancelRate":0.11428571428571428,"revenue":669.75,"medianToScene":36,"onTimeRate":0.9259259259259259},"previous":{"completed":53,"cancelled":6,"total":59,"cancelRate":0.1016949152542373,"revenue":1153.5,"medianToScene":26.5,"onTimeRate":0.9795918367346939},"volumeChange":-0.4067796610169492,"cancelRateChange":0.012590799031476987},{"market":"Boston, MA","club":"SWOOP","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"55 → 31 calls (−44%)"}],"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":24,"cancelled":7,"total":31,"cancelRate":0.22580645161290322,"revenue":690,"medianToScene":51,"onTimeRate":0.7222222222222222},"previous":{"completed":44,"cancelled":11,"total":55,"cancelRate":0.2,"revenue":1250,"medianToScene":57,"onTimeRate":0.6923076923076923},"volumeChange":-0.43636363636363634,"cancelRateChange":0.02580645161290321},{"market":"Wilmington, NC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"56 → 41 calls (−27%)"}],"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":37,"cancelled":4,"total":41,"cancelRate":0.0975609756097561,"revenue":1109.24,"medianToScene":28,"onTimeRate":0.9705882352941176},"previous":{"completed":51,"cancelled":5,"total":56,"cancelRate":0.08928571428571429,"revenue":1153.5,"medianToScene":38.5,"onTimeRate":0.9565217391304348},"volumeChange":-0.26785714285714285,"cancelRateChange":0.008275261324041813},{"market":"Winston-Salem, NC","club":"NSD","severity":"attention","severityRank":2,"issues":[{"code":"cancels","label":"More cancellations","detail":"6 → 11 cancelled"}],"focus":["Meeting ETAs: 1 call cancelled after a missed ETA","Response speed: 3 calls cancelled by the customer, median 28 min after the call"],"current":{"completed":40,"cancelled":11,"total":51,"cancelRate":0.21568627450980393,"revenue":774,"medianToScene":38,"onTimeRate":0.8333333333333334},"previous":{"completed":40,"cancelled":6,"total":46,"cancelRate":0.13043478260869565,"revenue":735,"medianToScene":28.5,"onTimeRate":0.8421052631578947},"volumeChange":0.10869565217391304,"cancelRateChange":0.08525149190110828},{"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":49,"cancelled":6,"total":55,"cancelRate":0.10909090909090909,"revenue":0,"medianToScene":44,"onTimeRate":0.9772727272727273},"previous":{"completed":47,"cancelled":3,"total":50,"cancelRate":0.06,"revenue":0,"medianToScene":57.5,"onTimeRate":0.9761904761904762},"volumeChange":0.1,"cancelRateChange":0.04909090909090909},{"market":"Raleigh, NC","club":"ALLSTATE","severity":"attention","severityRank":2,"issues":[{"code":"volume","label":"Volume down","detail":"54 → 42 calls (−22%)"}],"focus":["Call volume: confirm the club is still routing calls to this market at the usual rate"],"current":{"completed":40,"cancelled":2,"total":42,"cancelRate":0.047619047619047616,"revenue":875,"medianToScene":35,"onTimeRate":0.8333333333333334},"previous":{"completed":48,"cancelled":6,"total":54,"cancelRate":0.1111111111111111,"revenue":1004.5,"medianToScene":41,"onTimeRate":0.9523809523809523},"volumeChange":-0.2222222222222222,"cancelRateChange":-0.06349206349206349},{"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 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