When Prospects or Agents no-show
Both sorts of no show seldom happen. With prospects, Lisa reminds them three hours in advance. If they respond she marks the appointment CONFIRMED. Unfortunately, some prospects don't bother to confirm, but still show up. A prospect who ACCEPTED an appointment but failed to confirm it is more likely than not to attend. Yet, most of the prospects who don't show up also ACCEPTED but did not confirm.
When an agent reports a prospect as a no show, Lisa will attempt to reschedule the prospect for another day.
When an agent doesn't show up, many prospects become frustrated. Lisa marks the agent as a no show and attempts to reschedule. But, many prospects refuse to do so and some lodge complaints via feedback. Lisa gives this feedback, along with the agents who didn't show up, in a weekly report. If Lisa detects a pattern, she may reach out to agents or bosses to see what is wrong.