Quiet or Broken
Proves every calm number is calm, not a broken feed or silenced branch.
The job
When a leader is about to celebrate a quiet number, show whether the quiet is real or comes from a broken feed, an unconnected channel or a silenced branch, and route the cause to someone who can fix it before the wall loses its credibility.
The moment
On a rain night the minister's wall looks calm until the hotline tile turns hatched: Broken, not quiet: 0 calls in 5 hours against about 340 expected. The integration owner is paged, and by morning 1,900 delayed calls arrive and light up two flooded districts that had looked like the calmest on the map. In retail the same engine refuses to call Branch 12, perfect for nine days a perfect branch. It calls it a silent dog, the area manager finds the feedback QR code taped over, and the next day 31 complaints about the till queue arrive.
What it does
- Open a silence case
- Confirm the cause
- Route to the owner
- Page the integration owner and open a fix ticket
- Issue the monthly coverage certificate
- Drill to the last voice heard
What you see
Grey-by-default kennel board of 'silent dog' cards, a fog-of-war site map and a source heartbeat strip, with hatched 'calm unproven' stamps over the leader's own KPI tiles
What it moves
Hours of undetected listening outage per month (target: no gap goes unnoticed past one day) and share of leadership-wall tiles carrying a coverage-certified seal
Built for
- CX leaders & VoC
- Executives & leadership
- Branch, store & field managers
- Analysts & data
