Passenger Weather Radar
Tomorrow's complaint weather per hub, named storms, and yesterday's forecast graded in public.
The job
Tells operations and workforce planners the evening before which hubs and topics will see complaint storms tomorrow and how bad, so staff and care supplies are in place before passengers arrive. Proves every morning that the forecast can be trusted.
The moment
Each evening, tomorrow's passenger complaints at each airport hub are forecast like the weather, with big surges given storm names.
The 06:00 call opens with yesterday's forecast score: 0.71, better than simply guessing that tomorrow would be like today.
Storm Juniper arrived at the hub on time, at half the strength of the last similar day.
Below are the actions taken: two loaders the duty manager put in place early, and a disruption notice sent at 19:00 the night before. Passengers' own comments open with one tap.
What it does
- Send WFM staffing nudge
- Pre-position staff and care stock
- Send early disruption notice to passengers
- Name a storm / write the retro
- Open a storm's verbatims
What you see
Weather-outlook planning page with TAF-style coded lines and plain decodes, a morning forecast report card, a named-storm season archive, and a grey read-only hub wall
What it moves
The share of complaint-storm days staffed in advance, overtime spend and abandoned calls on those days, and the forecast's score against simply guessing tomorrow will be like today.
Built for
- Contact-centre operations
- CX leaders & VoC
