Site A — Austin
352 seated
contact +2pt · 2 exceptions
Site B — Manila
418 seated
contact on band · 4 exceptions
Site C — Remote
223 seated
contact −3pt · 1 exception
Answered today
3,184
37.8% connect · on band
Dialable-supply runway
VSC 2.7h · HW 6h · Solar 4.1h — VSC floor idles ~13:45
Pod Heatmap
66 pods (~15 agents) · colored by worst deviation from same-hour baseline · click a pod to drill
Hot (learn from)
Healthy
Watch
Exception (drill)
Contact-rate distribution — 1,000 agents (not an average)median 22% · P10 8% · P90 35%
0%10%20%30%40%+
Exception queue
capped · ranked · reason-coded · Wilson-gated
⚑ Root cause — suppresses 11 agent alerts. List CX-VSC-0714 contact rate −14pt across 5 pods since 10:20. Likely bad batch, not agents. Pause list & open source →
Pod B·VSC·07 · T. Osei
0 picked up in last 30 dials; cohort expects 7±2. DEAD_STREAK · conf 96%
A. Reyes · Pod A·VSC·02
Wrap 14m, cohort P95 is 4m — stuck in disposition. WRAP_STALL · conf 91%
Pod C·Solar·03
Conversion P4 vs cohort all shift; opening-stage loss. CONV_OUTLIER · conf 88%
M. Cruz · Pod B·HW·11
AVAILABLE with lead staged, unworked 3m (own P95 40s). IDLE_WITH_LEAD · conf 84%
Pod A·VSC·09
Transfer acceptance −9pt vs band — buyer-side rejecting? XFER_DROP · conf 79%
DID pool 512-04
Spam-Likely label detected; contact −6pt on affected pods. DID_SPAM · conf 82%
You are looking at deviations, not agents: 66 pods instead of 1,000 rows, a capped reason-coded queue instead of a wall of alerts, and a distribution instead of a floor average. Everything is judged vs the same-hour, same-weekday baseline; one root-cause alert suppresses the agent noise it explains. No dials-per-hour or occupancy target appears anywhere — agent-first (I2) forbids managing humans to a pace. Mockup · illustrative data · see docs/bi-dashboard-requirements.md.