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Nour Wael Product Design

Since your last visit last seen yesterday, 5:40pm

I ran 2,847 audited interactions overnight. Three things need you: a response-time fix for 8 agents is staged, 6 coaching plans are drafted, and 2 dispute replies are waiting to send. Quality slipped 4 points, all of it in Objectif Lune.

Quality score 87.3% 2.7 under the 90% goal ↑ 5.2% vs last period

Quality Score

Current Avg 87.3% ↑ 5.2% vs last period

Peak 91.4% May 14

Low Point 74.2% Nov 3

This period

Previous period

SLA Target

Nov Dip 74.2%

Driven by an 18% spike in billing escalations.

Highest in year
91.4%

StagedFix sequence queued · 2.7 pts to close

Feedback loop

Open in Reviews →

82%

148 feedbacks sent this month. 78% were acknowledged, but only 61% led to a measured improvement. The loop is leaking between acknowledgement and change, not before it.

13 justified · 11 resolved 9 escalated to HR 21 awaiting ack

Needs attention

Omar Abdallah · 4th negative

Constantly below · repeated goal-fail threshold reached

Awaiting you I've drafted an HR meeting · Thu 3:00pm with Lina & HR. Nothing is booked until you confirm

Karim Nabil · feedback un-acknowledged ×3

Reminders sent, no response before the window closed

Escalated I notified the Feedback Manager after 3 un-acknowledged reminders.

Lina Haddad · 2 follow-ups overdue

"Did they improve?" unanswered ×2

3 new hires · no feedback yet

Nudge supervisors before probation ends

Feedback waiting on you

19 AI evaluations still unsent, across 6 agents.
None has reached the agent yet. Drafted

10 are failures — sending one is negative feedback

4 I could not score — a bulk agree cannot touch those

Omar Abdallah holds 6 of the 19 — a third, on one person

Review 19 evaluations

Recent loop activity

Aisha acknowledged feedback on Empathy2h

justify overturned · Michael · Script Adherence5h

Omar's coaching plan reached 60%1d

Audit health

What the audited interactions say about KPI performance

Total audits P3 · Stable

396of 550 eligible interactions

Completed72% coverage across all products

Fail Rate P3 · Healthy

7.3%of audits fail

Out of 396 audited interactions

CompletedWithin the 10% fail-rate threshold

Sentiment P3 · Positive

Positive

39 of 52 analyzed interactions this week

DraftedCoaching drafted · 3 agents

CSAT This week

50%average outcome

3 of 6 rated good; 3 need follow-up

Recommended3 lower ratings identified; review the drivers before coaching

Improvement opportunities

Patterns, risks, and recommended actions from your audited interactions

Ticket status accuracy

71%of 369

Wrong status codes from 8 agents in Objectif Lune & Qvidian.

Coach the 8 agents with a status-code reference. Coaching drafted

Grammar & clarity

55%of 369

Persistent gap across 4 agents in InterFax & Second Street.

Send the writing-quality coaching with a clarity checklist. Coaching drafted

Update cadence

47%of 369

3 agents in Qvidian & RightAnswers past the SLA update window.

Launch a 4-hour follow-up nudge for the 3 agents. Nudge staged

First response time

71%of 369

Slipping in Objectif Lune & Adestra, 4 pts under goal.

Rebalance 2 agents into the busy shift. Rebalance staged

On target

3 KPIs on target — identity verification, first-contact resolution, script adherence.

Audit performance by product audited interactions · trend

Audited interactions by productQuality score

Objectif Lune

411 tickets79.2%

Adestra

398 tickets93.7%

InterFax

334 tickets88.4%

RightAnswers

274 tickets91.3%

Qvidian

221 tickets80.1%

Details

5 agents under goal · team −15% · billing wait times the driver

Staged26 tickets ready to reassign · protocol reviewed

RecommendedFriction signals ready to review across the product set

Since your last visit last seen Monday, 6:10pm

Across 6 portfolios: CSAT is 4 points under target and the whole gap is Objectif Lune and Qvidian, the same two behind on quality and SLA, on the same billing-escalation cause. I've routed the detractors and briefed both leads. Three decisions are staged for you.

CSATThis week

81%portfolio CSAT

4 under target

CompletedDetractors routed · 2 leads briefed

Portfolio riskP1

79.2%Objectif Lune quality

worst portfolio

StagedFixes staged · lead briefed

SLAP1

78%portfolio SLA

12 pts under goal

StagedResponse-time fixes staged

Portfolio audit quality Average audit quality score by portfolio · CSAT for context

Objectif Lune and Qvidian are the drag, both below 81% quality and under 75% CSAT, the same billing-escalation root cause. I've briefed both leads and staged the fixes.

Portfolio comparison · average audit quality vs 90% target

Objectif Lune

CSAT 72%79.2% quality

Qvidian

CSAT 74%80.1% quality

Second Street

CSAT 83%86.0% quality

InterFax

CSAT 86%88.4% quality

RightAnswers

CSAT 89%91.3% quality

Adestra

CSAT 91%93.7% quality

Track spans 75–100%. The 90% goal sits at 60% of the track.

Where quality is heading Detected

Overall quality has held near 87% for the whole quarter, 2.7 pts under goal and not moving. Objectif Lune has slid 8 pts since January, which is a sustained decline rather than a blip.

CSAT sentiment Detractors routed

74% positive, but the 132 negative surveys are not spread evenly, Objectif Lune and Qvidian hold 113 of them. I've routed the detractors for callback and briefed both portfolio leads.

SLA compliance Fixes staged

Portfolio SLA is 78% against a 90% goal. Two products carry almost all of it, Objectif Lune at 61% and Qvidian at 69%; the other four are at 85% or better. I've staged response-time fixes for both.

Enter to send

Suggestion dismissed AiMY will surface fewer of these.