Lantern Watch
Each at-risk dinner order lights a lantern; the war room puts them out.
The job
Runs the holiday dinner peak city by city, so every "will my dinner arrive?" contact is answered before the dinner hour. Each night is compared with the same night last year, and the season ends with a review the COO can hold.
The moment
During the holiday dinner peak, each order at risk of arriving late lights a lantern on a wall, one row per city. At 18:22, the capital's row lights up faster than on the 14th night last year.
The duty manager starts the surge plan. The room watches the lanterns go dark one by one as the countdown runs out.
At 19:05, the COO gets a voice note: the capital lit 140 lanterns tonight, 131 were out before the dinner hour, and compensation was 38% below the same night last year.
On the last night, the 30-night calendar prints as the season review poster, showing the one night the city went dark late, and why.
What it does
- Fire the surge bonus
- Pad ETAs on new orders
- WhatsApp open orders
- Update the bot greeting
- Send the COO voice note
- Record the night's verdict
- Print the season retro poster
What you see
Peak-season lantern wall with per-city dinner-hour countdowns; a 30-night lantern calendar that prints as the season retro poster; a nightly voice note
What it moves
The share of contacts about dinners at risk that are answered before the dinner hour, and compensation for ruined dinners in dollars per 1,000 peak-season orders, compared with the same night last year.
Built for
- Operations
- CX leaders & VoC
- Contact-centre operations
- Frontline staff
