Contact Center

LIVE

Live customer conversations and resolution operations

Incoming Voice Call

RINGINGDEMO SIMULATION

Priority: High

Customer

María López · CUS-10482

ANI

+593 99 214 5530

Queue

Technical Care

AI Agent

Technical Care

Situation

SIT-1001

Active Now73

AI Operations Brief

Fiber incident INC-1048 is currently driving 27% of inbound demand. Most incident-related contacts are associated with existing Customer Situations rather than new issues. Six payment interactions require human intervention because service restoration requires approval. Three Fiber interactions are approaching their response target.

Channel	Customer	Intent	Situation	Queue	Handling	Wait / Duration	SLA	State	Last event
Voice	María López CUS-10482	Fiber unavailable Service credit	SIT-1001	Technical Care	AI → Human	Wait 00:42 03:42	At Risk	Active	Agent joined
Voice	Mateo Silva CUS-10388	Service suspended	SIT-1005	Payments	AI Handled	Wait 01:42 01:42	Healthy	Resolving	Payment confirmed
Web Chat	Ana Ruiz CUS-10558	Installation delayed	SIT-1003	Order Care	AI Assisted	Wait 00:28 04:18	Healthy	Active	Dependency identified
Voice	Sofía Torres CUS-10523	Cancellation Price concern	SIT-1006	Retention Care	Human	Wait 00:18 06:24	Healthy	Active	Options reviewed
Voice	Diego Martínez CUS-10391	Mobile data problem	SIT-1004	Technical Care	AI Assisted	Wait 00:12 03:02	Healthy	Active	No root cause confirmed
WhatsApp	Carlos Mendoza CUS-10633	Fiber unavailable	SIT-1007	Technical Care	AI Handled	01:22	Healthy	AI Handling	INC-1048 correlated
Web Chat	Laura Pérez CUS-10490	Plan upgrade	—	Order Care	AI Handled	02:14	Healthy	Resolving	Options presented