Sample report. The client, operator, people, and results below are fictional and illustrate the format only.

Monthly audit report

Lakeside Pediatrics after-hours line

Period: 2026-09-01 to 2026-09-30
Report: CT-AR-2026-09-LP
Platform: Amtelco Genesis
Prepared by: CanaryTel, Tier 1

Summary

Canary Calls placed

10 scenarios, 1 to 30 Sep 2026

Scenarios passed

36 / 39

92.3% pass rate

Script adherence

94.1%

mean of required steps performed

Path coverage

91%

10 of 11 library paths exercised

Escalation SLO

81.8%

9 of 11 urgent dispatched in 5:00 (target 99%)

Findings opened

2 high, 1 medium

Routine paths held. All three failures sit on urgent or interrupted-call paths, where a miss has patient-safety consequences. Both urgent-path failures breached the escalation SLO and are recommended for script retraining before the October run.

Scenario results

ID	Scenario	Type	Passed	Adherence	SLO	Result
LP-01	Routine message, overnight	Happy	4/4	100%	n/a	Pass
LP-02	Prescription refill request	Happy	4/4	100%	n/a	Pass
LP-03	Fever in infant under 3 months	Failure: urgent	3/4	88%	1 miss	Fail, see finding
LP-04	Possible medication ingestion	Failure: urgent	4/4	100%	1:48 avg	Pass
LP-05	Wrong number	Failure	4/4	100%	n/a	Pass
LP-06	Caller hangs up mid-script	Failure	3/4	91%	n/a	Fail, see finding
LP-07	Rollover at 17:00 shift change	Failure	4/4	97%	n/a	Pass
LP-08	On-call physician does not answer	Failure: urgent	2/3	82%	1 miss	Fail, see finding
LP-09	Overflow, queue above 4 callers	Failure	4/4	96%	n/a	Pass
LP-10	Spanish-speaking caller	Happy	4/4	94%	n/a	Pass

Findings

F-2026-09-01: Infant fever classified as routine

Severity High

Call CC-0914-0231 / 14 Sep 2026, 02:31:08 / Scenario LP-03

Expected. Caller reports a 4-week-old with a temperature of 100.9 F. Classify urgent, page on-call Dr. Okafor within 5:00, advise the caller to go to the ER if no callback in 15 minutes.

Actual. Agent classified the call as routine at 00:58, took a standard message, and queued it for morning delivery. Message dispatched at 07:02:40, 4h 31m after the call. No ER advisory was given.

Evidence: Audio 00:41 to 01:12 / Transcript step 4.1 failed / Dispatch log 07:02:40

F-2026-09-02: Backup physician paged 16 minutes late

Severity High

Call CC-0922-2347 / 22 Sep 2026, 23:47:20 / Scenario LP-08

Expected. Primary on-call does not answer. Re-page at +3:00, then page backup Dr. Lindqvist at +6:00.

Actual. Re-page sent at +3:12. Backup page sent at 00:03:41, which is +16:21. The test on-call line recorded no acknowledgment from either page for 22 minutes.

Evidence: Dispatch log 23:50:32 and 00:03:41 / Test on-call inbox timestamps / Transcript step 6.3 failed

F-2026-09-03: Partial call produced no message or callback

Severity Medium

Call CC-0928-0412 / 28 Sep 2026, 04:12:55 / Scenario LP-06

Expected. Caller gives a name, then hangs up before stating a reason. Agent logs a partial message and attempts a callback to the captured number within 10 minutes.

Actual. No message record was created and no callback attempt appears in the call log within 60 minutes.

Evidence: Audio 00:00 to 00:34 / Call log, no outbound record / Transcript step 3.4 failed