Define the records before counting
Define the provider’s event fields before counting them. One conversation may create several call legs, and one request may involve several conversations. Use explicit inquiry IDs when the request is confirmed. Do not infer identity from duration, caller number or a close timestamp alone.
A worked example
Fictional timeline: E1 is an unanswered attempt at 09:00, E2 a retry at 09:04 and E3 a transfer at 09:06. The office confirms all three concern I1. E4 at 11:00 is unclear and remains unlinked. The report shows four events, one confirmed inquiry and one unresolved event. It cannot honestly claim four unique prospective jobs or assume E4 belongs to I1.
Decision reference
| Unit | Example | Do not substitute |
|---|---|---|
| Event | One call or retry | Distinct inquiry |
| Inquiry | One service request | Booked job |
| Job | One assigned task | Completed and paid work |
| Payment | One transaction or refund | Net profit |
Resolve the gap in evidence
Maintain an event table and a separate inquiry table connected by explicit references. Keep the original rows intact and record any manual correction. Use event metrics to inspect answering or transfer behavior; use inquiry metrics to evaluate unique demand and its outcomes. Different questions deserve different denominators.
Check whether it worked
Review unmatched events and a sample of linked groups. Confirm that new requests from repeat customers were not merged. Show the unresolved count in any summary and update it as evidence arrives. Use the reconciliation lab’s preserved source rows to see how the same event set connects to a smaller inquiry cohort.
Put it to work
A record you can use
- Event definition and provider fields
- Original event IDs
- Confirmed inquiry links
- Unresolved events and evidence needed
- Separate event and inquiry totals
Plain text. No email required. Store completed records in your approved business systems.
Next useful step
Need help applying this to your marketing? A strategy call starts with your business and the evidence you have.
Talk through your next step →For a general editorial question, email Chris. Please leave out customer details. Questions are private, and no response time is promised.