Quiet or Broken
Proves every calm number is calm, not a broken feed or silenced branch.
The job
Shows whether a quiet number is real or caused by a broken data feed, an unconnected channel or a silenced branch, before a leader celebrates it. Sends the cause to someone who can fix it, so the leadership screen stays credible.
The moment
On a rainy night, the minister's screen of live numbers looks calm until the hotline tile turns striped: "Broken, not quiet: 0 calls in 5 hours against about 340 expected."
The person who runs the hotline's data connection is paged. By morning, 1,900 delayed calls arrive and show two flooded districts that had looked like the calmest on the map.
In retail, the same check refuses to call a branch with nine perfect days a perfect branch. It flags the branch as suspiciously silent instead.
The area manager finds the feedback QR code taped over. 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 board of silent-source cards, a site map that greys out places with no data and a source heartbeat strip, with hatched "calm unproven" stamps over the leader's own KPI tiles
What it moves
Hours each month when a listening source is down without anyone noticing, aiming for no gap to go unnoticed for more than a day, and the share of leadership screen tiles certified as having full data coverage.
Built for
- CX leaders & VoC
- Executives & leadership
- Branch, store & field managers
- Analysts & data
