Pens Down
One clock per live exam; one approved click gives stranded students their minutes back.
The job
Spots a failing exam session from student complaints within minutes during exam weeks, groups them into one incident, and compensates affected students with approval. It limits the public fallout and proves the incident ended without a wave of appeals.
The moment
During exam weeks, every live exam has its own clock on a wall, and student complaints appear on it as red arcs.
At 09:02 on finals day, one engineering exam's clock turns red: 212 students in six minutes say the submit button has frozen.
The dean presses Extend and the exams controller approves by phone. A 30-minute extension goes to all 640 enrolled students on WhatsApp.
By 09:20 the red has faded. The trouble a rehearsal predicted for a chemistry exam at 11:00 never appears, because the exam supervision supplier was warned in advance.
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 the first complaint to an approved extension, and appeals or re-sit requests per affected exam session, with the target of no wave of appeals.
Built for
- Contact-centre operations
