When no driver is free
Four different situations, four different answers.
“No driver available” is not one situation, and on the phone the answers are different:
- Nobody on duty: it is a window you do not cover
- All busy: somebody will free up, and you can offer a time
- Free but far away: there is a car, ask the customer whether they will wait
- Free and close but refusing: it is not a problem of cars, it is one of price
The dashboard tells the four cases apart instead of showing you one number, because it is the only way to say something useful to the customer while they are still on the line.
Requests that were not served stay on record with the reason. It is the figure no operator has ever had: where and at what hour you are short of cars, and what it costs you. It is there to decide where to look for drivers, not to make statistics.