---
title: "Auto repair call and revenue glossary | Olelo Intelligence"
description: "Plain definitions for multi-shop auto repair owners: passive and active help, OEQ Score, Revenue at Risk, manager alert, linked call and counted revenue."
url: "https://olelo.ai/glossary"
---

10:31 AM. One call, five terms from this page.

# Glossary: the words behind every shop's numbers

Each term is defined the way Olelo uses it, so your managers, your partners and your investors read a number the same way.

[Book a demo](https://olelo.ai/demo) [Or start with a free call review](https://olelo.ai/free-review)

Olelo Evaluation Lookup Northside Auto

10:31 AM

Taylor Kim · Check engine light

New Opportunity Silver

66 / 100

Asked for vehicle details Missed price objection

Decline reason Need More Time to Think

Conversation type Lead tier

OEQ Score

Behavioral tag

Decline reason

Illustration

Olelo Intelligence gives multi-unit auto repair owners one vocabulary for every shop. Passive help answers missed calls, scores every call in seconds and links calls to a finalized invoice. Active help alerts a manager in under 60 seconds when a job is slipping and coaches every advisor with Advanced Coaching. This glossary defines each term in a sentence or two.

Key facts behind these terms

- **Every call scored**: In seconds
- **Manager alert**: Under 60 seconds

## What does Olelo do for a multi-shop team?

Two kinds of help. Passive help takes work off your teams. Active help points them at the right work.

- **Growth operator**: A growth operator is an owner who runs more than one auto repair shop and grows by making each shop perform better and by adding shops. Olelo is built for this owner, who needs to see how every shop is running without being in every shop. [For multi-location owners](https://olelo.ai/multi-location)
- **Roll-up**: A roll-up is a group that grows by buying auto repair shops and running them under one owner. Acquired shops often keep their own phones and shop system for a while, so Olelo connects read-only to the supported systems each store already runs. [How Olelo connects](https://olelo.ai/integrations)
- **Passive help**: Passive help is the work Olelo does for your teams with nothing extra for them to do: the AI Assistant answers the calls nobody could take, every call is scored in seconds, and calls are linked to finalized invoices in each shop's own system. [See a day with Olelo](https://olelo.ai/how-it-works)
- **Active help**: Active help is the work Olelo points your teams at: the right job first, a manager alert in under 60 seconds when a repair is declined or a quote is fumbled, and Advanced Coaching for every advisor from their own calls. [See a day with Olelo](https://olelo.ai/how-it-works)
- **AI Assistant**: The AI Assistant is Olelo's voice agent for the calls your team can't get to: after hours, overflow and the one nobody picked up. It books the appointment instead of sending the caller to voicemail and hands the call to your team when it should. Olelo's legal documents call it the AI Voice Agent. [Meet the AI Assistant](https://olelo.ai/product/ai-assistant)
- **Hand-off to the team**: A hand-off is when the AI Assistant passes a call to a person on the shop's team instead of handling it alone. It hands the call to your team when it should, and every AI Assistant call, booked or handed off, is in the dashboard. [Meet the AI Assistant](https://olelo.ai/product/ai-assistant)

## What does Olelo record about every call?

Six labels turn a phone call into something a manager can sort, coach and act on, at every shop.

- **Conversation type**: Conversation type is the kind of call Olelo identifies from the conversation itself: New Opportunity, Service Authorization, Vehicle Status Update, Current Customer, Follow-Up to Book, Vendor or Other. The dashboard breaks down every call, at every shop, by conversation type. [How calls are classified](https://olelo.ai/product/call-intelligence)
- **Lead tier**: Lead tier is Olelo's Gold, Silver or Bronze grade for a New Opportunity call. The dashboard shows how many new opportunities land in each tier and how often each tier books an appointment. [How calls are classified](https://olelo.ai/product/call-intelligence)
- **Service authorization**: A service authorization is the call where an advisor asks the customer to approve recommended work, usually after an inspection. Olelo identifies these calls, scores them, and records whether the work was approved or declined. [What happens on a decline](https://olelo.ai/product/revenue-at-risk)
- **OEQ Score**: The OEQ Score is Olelo's score for a single call, out of 100, built from six dimensions of the conversation and 77 behavioral tags. Every call is scored, not a sample, and the score is ready in seconds. The scoring method is patent pending. [How every call is scored](https://olelo.ai/product/call-intelligence)
- **Behavioral tag**: A behavioral tag is one of 77 specific behaviors Olelo detects in a conversation, such as whether the advisor offered a time or confirmed a callback. Tags explain why a call scored the way it did and give coaching something concrete to point at. [How tags feed coaching](https://olelo.ai/product/coaching)
- **Decline reason**: A decline reason is the reason a customer gives for not booking or not approving work, as Olelo reads it from the call: for example Seeking Another Quote, Need More Time to Think or Price Sensitivity. The dashboard ranks the most frequent reasons for appointment declines and service authorization declines separately. [Recovering declined work](https://olelo.ai/product/revenue-at-risk)

## Who needs attention, and what should they do?

Active help: the right person on the right job, while the customer can still be reached.

- **Revenue at Risk**: Revenue at Risk is the money a shop is about to lose on calls that ended without a booked job or an approved repair, while the customer can still be reached. Olelo puts them in front of the team, so the team works the right job first. [See Revenue at Risk](https://olelo.ai/product/revenue-at-risk)
- **Manager alert**: A manager alert is a real-time message, sent in under 60 seconds, when a call puts money at risk, such as a declined repair or a fumbled quote. It names the store, the caller and the job, so someone can call back while the conversation is fresh. [How alerts work](https://olelo.ai/product/revenue-at-risk)
- **Promised callback**: A promised callback is a callback an advisor commits to on a call, such as a price check or a parts update. Olelo captures the promise from the conversation and tracks the follow-up. [Follow-up, tracked](https://olelo.ai/product/revenue-at-risk)
- **Collaborative Guidance**: Collaborative Guidance is Olelo's coaching: each advisor is coached from their own calls, on the same six dimensions at every store, so a manager can see who needs help and what to work on. [How coaching works](https://olelo.ai/product/coaching)

## When does Olelo count a dollar?

Only at the invoice, and only once. [No invoice, no count.](https://olelo.ai/how-we-measure)

Olelo Home Northside Auto

| Caller | Call | Repair order | Invoice | Status |
| --- | --- | --- | --- | --- |
| Sam Whitfield | 7:15 PM | RO-10491 | INV-20933 · $380.00 | Scored Matched Finalized |

Illustration

- **Repair order**: A repair order is the work record a shop opens in its own shop management system for a vehicle. Olelo matches calls to repair orders as the step between a conversation and an invoice. [How a call reaches an invoice](https://olelo.ai/product/revenue-attribution)
- **Finalized invoice**: A finalized invoice is an invoice the shop has closed out in its own shop management system, as opposed to an estimate or an open repair order. It is the only document Olelo counts revenue against. [How a call reaches an invoice](https://olelo.ai/product/revenue-attribution)
- **Linked call**: A linked call is a call Olelo has matched, through the repair order, to a finalized invoice in the shop's own system. Each invoice is counted once. A linked call shows the job happened; on its own it does not claim the call created it. [Revenue attribution](https://olelo.ai/product/revenue-attribution)
- **Counted revenue**: Counted revenue is a dollar on a finalized invoice in the shop's own system that Olelo has matched to a call. Each invoice is counted once. Estimates, bookings and authorizations never count on their own. [How we measure](https://olelo.ai/how-we-measure)
- **Never counted**: Never counted is the revenue Olelo keeps out of every figure, even when a call clearly helped: an estimate or quote, for example, or a booking that never showed. The full list, and why, is on How we measure. [The full list](https://olelo.ai/how-we-measure)
- **Traced vs booked**: Traced vs booked are two kinds of result Olelo keeps apart when it describes results. Traced revenue followed a call all the way to a finalized invoice; Olelo measured it end to end but does not claim to have created it. Booked by the AI Assistant is the stricter floor: jobs the AI Assistant booked itself. [How we measure](https://olelo.ai/how-we-measure)

## How does Olelo connect to every shop?

Read-only on the way in. Consent first on the way out.

- **Read-only connection**: A read-only connection is how Olelo connects to each shop's existing phone system: it reads call recordings and changes nothing. Olelo needs no new hardware, and never creates, edits or deletes records in the shop management system. Stores on different supported systems keep them. [Trust and security](https://olelo.ai/trust)
- **Send Gate**: The Send Gate is the technical control that blocks every text message unless a documented verbal-consent record is on file for that phone number. Customers agree to texts out loud on the call, and the Send Gate checks before anything sends. [SMS terms](https://olelo.ai/sms-terms)
- **Free call review**: A free call review is Olelo's no-cost review of a shop's real calls, delivered as a missed-opportunity report within 48 hours. Nothing connects to the shop's systems until the owner decides to go ahead. [Get a free call review](https://olelo.ai/free-review)

Connection and consent Aug 2026

- **Phone systems**: The ones each shop already runs, read-only
- **Shop system**: Nothing written back
- **Text messages**: Verbal consent, checked by the Send Gate
- **Free call review**: Report in 48 hours, no cost

## Want to see these terms across every shop you run?

In a demo, the Olelo team walks through each term on illustrated shop data, from the first ring to the finalized invoice, and answers your questions on phones, locations and pricing.

- Every term on this page, shown on illustrated shop data
- Passive help and active help, side by side
- Priced per location, by call volume

[Prefer to pick a time now? Book with Miki](https://calendly.com/miki-olelo-ai/meet-with-miki-ceo-olelo-intelligence) [Or start with a free call review](https://olelo.ai/free-review) Or call [+1 (808) 818-5120](tel:+18088185120) · [info@olelo-ai.com](mailto:info@olelo-ai.com)

### Book a demo

Tell us about your shops. We reply by email to set a time.

Prefer to talk? Call [+1 (808) 818-5120](tel:+18088185120) or email [info@olelo-ai.com](mailto:info@olelo-ai.com).