Login Storm Desk
Deadline-day login failures: one answer on every channel, and lost minutes given back as extra time.
The job
Shows within minutes whose fault a deadline-day login or passcode failure is, and puts one answer on every channel. Counts the minutes citizens lost, turns them into a grace period that stands up, and tells each locked-out citizen their new deadline.
The moment
It is 09:12 on the last day to get an early-payment discount, and the national login is failing. The screen, drawn as an hourglass, shows 1,900 login complaints in 40 minutes.
81% say the text code never arrived and all name the same carrier, so the app marks the fault as the SMS carrier's.
The contact-centre head approves one sentence of explanation. Within minutes it is in the agents' standard replies and the WhatsApp care message.
By 11:00 the storm dies down. The app counts 212,000 citizen minutes lost in the final 15 hours, backed by 14,300 failed sign-ins from the identity provider, and recommends 41 extra hours.
The undersecretary approves by phone. Before lunch, 3,100 citizens get a WhatsApp message giving their new deadline: Thursday 06:00.
What it does
- Approve one holding message and push it to every channel
- Send the evidence pack to the upstream provider
- Request a grace period sized by minutes lost
- Tell each locked-out contact their personal new deadline
- Set up storm watch for a registered deadline
What you see
A deadline hourglass wall with a 10-minute storm strip, a note of whose fault it is, a grid of channels, a minutes-lost clock with a grace memo, and an after-storm review. Grey between deadlines.
What it moves
The time from the start of a login storm to a holding message going live, the time until it dies down, and how well the grace period fits, comparing minutes owed with the tasks completed during it.
Built for
- Contact-centre operations
- Product & digital
- Executives & leadership
- Marketing, brand & comms
