Call Center · ACME

Calls in queue

6

Longest wait 2:14

Service level (80/20)

84%

▲ 3 pts vs yesterday

Avg handle time

8:46

▼ 0:38 vs last week

AI containment

58%

Resolved end to end by AI

First-contact resolution

76%

▲ 2 pts

CSAT, today

4.6 / 5

312 surveys

Live queue

Voice, chat and WhatsApp

AI agentWaitingWith agent

Caller	Intent (AI-detected)	Channel	Lang	Wait	Handled by

Agents

Hover a call to listen or whisper

4On a call

2Available

1Wrap-up

1Break

3AI agents live

RN
Rina Naor (you)Orders · Hebrew, English
Available
OB
Omer Ben-DavidTechnical support
On call · 6:52
SK
Sara KhouryOrders · Arabic, English
On call · 1:35
MG
Maya GolanReturns & RMA
On call · 3:58
YT
Yossi TalKey accounts
On call · 1:01
LA
Lior AmarOrders
Wrap-up
NH
Noa HarelTechnical support
Available
DP
Dan PeretzBilling
Break · 9 min

Contacts today, by hour

Resolved by AIHandled by agentsAbandoned

Why customers are calling

Today · 1,284 contacts

Order status

398 · 81% AI

Delivery date change

231 · 44% AI

Invoice copy

180 · 93% AI

Return / RMA

141 · 52% AI

Technical support

128 · 23% AI

Pricing & quotes

90 · 12% AI

Other

116

Alerts

Last 2 hours

Technical support wait above 3 minutes2 callers waiting, 1 agent available. Consider moving Noa Harel's overflow to this queue.
11:42
Topic spike: “late delivery” on WO-248157 callers from 4 accounts asked about Valve body V2 today. The AI agent is handing these off, because the ERP marks the order at risk.
11:20
AI containment passed 55% for the first timeInvoice copies and order status are now almost fully self-served.
10:05

DM

Dana Mor · Procurement lead, Northwind Plastics · +972 52 555 0142
LIVE CALL · Transferred from Maya (AI) after 1:48 · Order status queue

00:00

Customer

Gold account

AccountNorthwind Plastics Ltd.

Customer since2019

Account managerYossi Tal

Open orders3 · $412,800

Last 90 days11 contacts · CSAT 4.3

Preferred channelVoice, Hebrew

Orders

From the ERP

WO-24815 · Valve body V2 × 24,500 At riskDue Fri 26 · 18% produced · Line B mould repair
SO-10482 · Pump kit PK-200 × 1,200 ShippedDelivered Tue 23 · POD signed
SO-10497 · Clip set 12-pc × 18,000 ScheduledShips Mon 29

Recent contacts

Invoice copy · WhatsApp · AI resolvedSep 22 · 1 min
Delivery date change · Voice · Lior AmarSep 15 · 7 min · CSAT 4
Return / RMA · Email · Maya GolanSep 02 · resolved in 2 days

Live transcript

Hebrew · translated

Sentiment: neutral

✦ Handoff from Maya (AI) Intent: Delivery date change Dana needs a firm delivery date for 24,500 Valve body V2 on WO-24815, due Friday. Her own assembly line stops Monday without the parts.

Why a personThe ERP flags the order at risk, and the guardrail forbids promising an unconfirmed date. Already doneVerified identity · looked up WO-24815 · checked finished stock (12,000 on hand) Suggested nextOffer a partial shipment and confirm the rest with production planning.

✦ Assist

Updates as you talk

FrustratedNeutralPositive

Suggested reply

Acknowledge the Monday deadline, then check what can ship before it.

Next best actions

✓Offer a partial shipment: 12,000 units ready Thu 25 from stock and Line B
✓Confirm the remaining 12,500 for Tue 30 with production planning
✓Send Dana the updated ETA by email after the call
✓Notify the account manager, Yossi Tal

Knowledge

Partial shipments for Gold accounts: policy and approval Expedite fees and when to waive them Line B capacity after the Sep 23 mould repair

Wrap-up

Predicting…

Disposition Notes

M

MayaVoice agent · the main phone line

● Live

HebrewEnglishArabicRussian

Today642

Contained61%

Avg time2:07

CSAT4.5

O

Order deskChat and WhatsApp agent

● Live

HebrewEnglishArabic

Today418

Contained72%

Avg time3:40

CSAT4.7

R

ReturnsEmail agent · RMA intake

● Live

EnglishHebrew

Today96

Contained38%

First reply1 min

CSAT4.4

Recent AI conversations

Last 30 minutes

Time	Customer	Intent	Agent	Outcome	Duration
11:48	Dana MorNorthwind Plastics	Delivery date change	Maya	Handed off · order at risk	1:48
11:46	Eli SassonGalil Irrigation	Invoice copy	Order desk	Resolved	0:52
11:44	Hanan AboudNegev Pipes	Order status	Maya	Resolved	1:31
11:41	Olga PetrovAshdod Fittings	Return / RMA	Returns	RMA-3318 created	4 min
11:39	Avi CohenCoastline Valves	Pricing & quotes	Maya	Handed off · needs approval	2:12
11:36	Kim LeviCarmel Water	Order status	Order desk	Resolved	1:05
11:33	Unknown caller	Technical support	Maya	Asked for a human	0:24

Today’s AI funnel

All channels

Handled by AI

1,156

Resolved by AI

671 · 58%

Handed to a person

439 · 38%

Abandoned

46 · 4%

Handoff rules

All agents

The customer asks for a person
Sentiment turns negative twice
The order is flagged at risk in the ERP
A price change or credit is requested
Gold accounts go to a person after 3 minutes

Guardrails

Never promise a delivery date the ERP has not confirmedOn
Verify identity before reading order detailsOn
No discounts or credits without approvalOn
Nightly evals: 412 test conversations97% pass

Connected systems

ERP · orders & stockCRM · accountsKnowledge baseTicketingEmail

Contacts, 30 days

31,940

▲ 6% vs previous

AI containment

54%

▲ 17 pts in 90 days

Avg speed of answer

0:28

▼ 0:31

Abandonment rate

3.1%

▼ 1.9 pts

First-contact resolution

74%

▲ 4 pts

CSAT

4.5 / 5

AI 4.5 · agents 4.6

Who resolved it

Share of contacts, last 12 weeks

AI agentsPeople

Channel mix

30 days

Voice

54%

19%

Web chat

17%

Email

10%

Contact reasons

30 days

Reason	Contacts	Trend	AI resolved	Avg handle time	CSAT	Top handoff reason
Order status	9,840	▲ 8%	82%	2:10	4.7	Order flagged at risk
Delivery date change	5,620	▲ 21%	41%	9:40	4.2	Needs production confirmation
Invoice copy	4,410	— 0%	94%	0:58	4.8	Invoice disputed
Return / RMA	3,470	▼ 5%	49%	11:20	4.3	Damage photos needed
Technical support	3,150	▲ 2%	21%	12:05	4.4	Customer asked for a person
Pricing & quotes	2,230	▲ 3%	11%	10:15	4.5	Price change needs approval

✦

Call Maya: the ACME line
She answers in English. Press 2, or say “Ivrit”, for Hebrew. Pick any order from the ERP, ask about it, and ask her to change it.

Calls

Since the last deploy

Transcript

✦ What Maya did

Order

From the ERP

Orders

Demo data · resets on every deploy

Order	Customer	Product	Quantity	Delivery	Ship to	Status

Changes

Newest first