Pens Down
One clock per live exam; one approved click gives stranded students their minutes back.
The job
During exam weeks, spot a failing exam session from student voice within minutes, merge it into one incident, compensate the affected cohort with approval, contain the public reputational echo, and prove the incident ended with no appeals wave.
The moment
At 09:02 on finals day the ENGR 201 clock grows a red arc: 212 students in six minutes say the submit button froze (the button is stuck). The dean presses Extend, the controller approves from the phone, and the clock face grows a blue 30-minute arc while a WhatsApp message reaches all 640 enrolled students. By 09:20 the arc has faded to grey; the ghost arc the rehearsal predicted for CHEM 110 at 11:00 never appears, because the proctoring vendor was pre-warned.
What it does
- Merge complaints into one incident
- Extend the exam and message the cohort
- Page the LMS or proctoring vendor
- Pre-warn vendor from the rehearsal
- Draft a holding reply for student care
- Open incident verbatims
What you see
Exam-hall wall of analogue clocks (grey by default, red complaint arcs, blue extension arcs, grey ghost arcs), companion incident card, evening-before rehearsal and a generated after-action note
What it moves
Minutes from first complaint to approved extension, and appeals / re-sit requests per affected exam session (target: zero appeals wave)
Built for
- Contact-centre operations
