---
name: lead-and-call-quality
description: Cross-checks inbound lead intent against how the lead was classified, finds real buyers marked as unqualified, and measures first-response time against the agreed service level. Use when the user asks whether leads are being handled well, why leads are disqualified, or how fast the team responds.
metadata:
  version: "1.1.1"
---

# lead-and-call-quality

> **Client-neutral reusable package.** No client names, tenant or workspace identifiers, account or
> resource IDs, customer records, credentials, or internal paths. All examples are synthetic.

| | |
|---|---|
| Live catalog name | Lead and Call Quality |
| Live category | CRM & Sales |
| Catalog entry | 7 |
| Internal capability ID | `CAP-CRM-02` |
| Provider | CRM + call tracking (provider-neutral) |
| Availability | Candidate; validate in the active Workspace |
| Deliverable type | `client_ready_guided_skill` |
| Validation status | Candidate; local package validation only |
| Version | 1.1.0 |


## OLLIE Runtime integration

Use this capability under the active OLLIE Operator. Read live Workspace Context and tenant
bindings for the required inputs below; this public package supplies no client facts or authority.
Consume `ask-ollie-authority-core` for authority, `outloop-access-fallback` for recovery and
resource verification, `email-lifecycle-core` for recipients, approvals and stored-copy delivery
verification, and the bootstrapper Runtime Contract for ownership, scheduling and completion.
These owners govern execution; this Skill does not implement a competing runtime.

Select the relevant expertise below for the requested outcome. Runtime governs combining Skills,
partial use and completing missing steps with other authorized capabilities. This Skill's domain
scope does not limit the Operator's wider authorized task. Preserve domain safety restrictions.
Verify findings against source evidence and read back any resulting artifact or authorized change.

## Business outcome

Real buyers stop being closed as junk, and slow first responses become visible while the lead is still recoverable.

## Operating modes

Read · Analyze · Draft

## Prerequisites — what must be true before this runs

- Workspace Context
- Approved CRM and call-tracking grants
- Written qualification criteria and a stated service level

## Required inputs

| Input | Source |
|---|---|
| Approved CRM instance and call-tracking account | Workspace configuration |
| Qualification criteria — what actually makes a lead qualified | Required |
| First-response service level | Workspace Context |
| Source and campaign taxonomy | Configuration |

## Call recordings are out of scope

This workflow reads call **metadata** and, where the provider exposes it, transcript text. It does **not**
play, download or transcribe call recordings. Recording content is client data with its own consent and
retention posture; treat access to it as a separate decision, not an implementation detail.

## A booking signal is not a completed visit

Distinguish the commitment from the event. A status that means an appointment was *booked* does not prove it
*happened*, and a service-level clock that starts on the booking will produce false breaches. Start the clock
on evidence of the event.

## Action classification

| Action class | This workflow |
|---|---|
| Read | Lead records, source attribution, call metadata and duration, transcript text where the provider exposes it, status transitions and timestamps |
| Analyze | Intent-versus-status mismatch, misclassified product-only or service enquiries, first-response breaches, aging with no next action |
| Draft | A flagged-lead report with the evidence and the recommended human action |
| Write with approval | **Not enabled.** Findings go to a person, not to the record |
| Destructive | None |

## Approval and delivery

The Operator applies Authority Core and the active Workspace approval policy to any requested
mutation. Email Lifecycle owns recipient classification, sending and stored-copy verification.
The action table defines this capability's domain scope; it grants no permission by itself.

## Expected output

A flagged-lead report grouped by failure mode, with a per-owner nudge list and a service-level summary.

## Synthetic placeholders used in this package

These are illustrative only. Real values come from the client's own workspace configuration and are
never written back into this package.

| Placeholder | Meaning |
|---|---|
| `CRM_MODULE_PLACEHOLDER` | Audited module |
| `SLA_HOURS_PLACEHOLDER` | Agreed first-response window |