Welcome back, Sirisha

Operations Dashboard

A live view of GEC queue performance, contact drivers, and AI-recommended actions.

Total live calls

1,682

Across GEC queues today

CALL

Avg abandonment

5.8%

Priority watch item

RISK

Service level

77%

SLA trend

SLA

Member Friction Index

31/100

AI-derived risk signal

GEC queue activity

Call volume across GEC queues throughout the service day

Live

AI insight

Call pressure peaks at 14:00. Exam status checks and membership renewal issues are the highest-volume contact drivers today. Prioritise status-tracking self-service and password recovery to reduce inbound demand, and adjust agent allocation during the 13:00–15:00 window.

Recommended actions

•Reallocate 3 agents between 13:00 and 15:00
•Promote case-status tracking in member portal
•Trigger password reset banner for affected journeys

DRV

Top contact drivers

ALT

Operational alerts

Queue spike detected

high

Exam status calls are 28% above forecast in the UK queue.

Likely SLA breach

high

If staffing stays flat, service level may fall below 70% at 14:30.

Self-service opportunity

medium

32% of current contacts are status-check related and suitable for deflection.