Scored calls6.4%
320
quality-scored sample
Connect rate0.6pp
81.9%
answered / offered
AHT18s
3:55
completed only
Abandon / fail0.4pp
13.1%
of all calls
Avg clarity0.1
3.9
scored legs
High drop risk3
86
risk ≥ 55
Offered vs answered
Northline Contact Centre · window
OfferedAnswered
Jul 12 New VIP DID liveJul 21 AI receptionist v3Jul 30 Promo week inbound spikeAug 2 Clarity floor raised to 3.5
Hangup side
who ended the media
47
Caller
47
Agent
58
System
81
Network
87
Still live
Highest drop risk
live + recent
| Call | Queue | Risk |
|---|---|---|
| CL-1205 | Onboarding | 92 |
| CL-1334 | Partnerships | 91 |
| CL-1033 | Technical | 90 |
| CL-1158 | Returns | 90 |
| CL-1305 | Partnerships | 90 |
| CL-1278 | Onboarding | 86 |
| CL-1160 | Partnerships | 84 |
Hottest live calls
drop risk · age
| Call | State | Queue | Age | Agent | Risk |
|---|---|---|---|---|---|
| CL-1338 | Talking | Partnerships | 4:35 | Kai | 77 |
| CL-1239 | Talking | Returns | 49s | Lane | 77 |
| CL-1042 | Talking | VIP | 4:22 | Amira | 76 |
| CL-1359 | Hold | Sales | 2:34 | Sage | 76 |
| CL-1336 | Wrap | Billing | 12:54 | Billing | 74 |
| CL-1112 | Talking | Sales | 1:49 | Sage | 72 |
| CL-1131 | Ringing | VIP | 19s | Finn | 71 |
| CL-1111 | Talking | Returns | 9:03 | Finn | 65 |
Floor health
connect · clarity
80
health
Live now88
High drop risk86
Connect rate81.9%
Waiting bands38
Root-caused alerts
symptom → cause → fix
Do this next
scored from drop risk · staffing · talk ratio
#194
Rescue CL-1042 network path
VIP · drop risk 78 · monologue
88% impact
#288
Staff +2 Billing seats
ASA 55s · abandon 5.8%
76% impact
#381
Rename support.main menu-3
Drop@step 8.2%
64% impact
#474
Coach talk-ratio outliers
2 agents >75% speak
58% impact