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16 · Intelligence & Enablement

A dashboard for volume, time, and cost with drill-down to the underlying cases

A dashboard reporting what the agents performed, at what cost, and to what effect.

In 30 secondsData, Reporting & Analytics Dashboards
What it performs

A dashboard reporting what the agents performed, at what cost, and to what effect.

Tools and channels

Web, with access granted by role

What stays human

Exceptions and sensitive decisions that require authority or human judgement.

01

What it does

Every action an agent takes is logged. The dashboard presents that log as management information: volume handled by channel and by hour, the proportion resolved without human involvement, the reasons for escalation, response and resolution times, and cost per resolution measured against the cost of the same work performed manually. Any figure can be opened to the individual conversations beneath it. The same data is issued monthly as a written review pack.

02

How it works, step by step

This standard example shows the steps, decision rules, and human handoff point. We tailor it after reviewing your systems and policies.

  1. Arrives fromMetrics scattered across CRM, sales, operations, and files
  2. Step 1Aligns each metric definition, source, and refresh cadence with decision owners
  3. Step 2Connects sources and reconciles the numbers against current reports
  4. ChecksHas the metric passed quality and reconciliation checks before display?
    • TrustedPublished with filters, alerts, and a clear owner for every metric
    • Review neededClearly flagged and withheld from decisions until the data gap is resolved
  6. RecordedThe formula, source, last refresh, and known exceptions are recorded
03

Operates across

  • Web, with access granted by role
04

What is included

01Volume, resolution and escalation reporting
02Response and resolution times measured continuously
03Cost per resolution against the manual baseline
04Drill-down from any figure to the underlying conversations
05

The guardrails it runs under

Four principles govern what we build and what we decline, and they apply to every agent without exception.

Operational honestyWe commit only to processes we can measure. Where an agent cannot outperform the current method of working, we say so before the contract is signed.
Human oversight by designEvery agent operates within defined limits and escalates to a named individual. Authority is granted deliberately by the client and never assumed by the system.
Arabic first, English equallyYour customers write in dialect, switch language mid-sentence, and expect to be understood. We build for that reality rather than translating around it.
Deliver, then expandWe begin with one high-impact process and earn the next. Scope discipline protects your budget as much as it protects our credibility.
06

Included in every engagement

  • Defined permissions, escalation to a named owner, and reporting
  • Delivery as a scoped pilot, an operations retainer, or a build-and-handover project
  • Operation across WhatsApp, web chat, voice, email, and your CRM and calendar

Services on the same track

Custom Model Development & Fine-TuningAdapts a model to your own vocabulary, documents and dialect where general models are not sufficiently accurate.AI Training & Team EnablementTrains your staff to supervise, operate and extend the delivered systems, with operating guides and separate sessions for supervisors and managers.

Identify the process that carries the highest cost

We will demonstrate how a Falaq agent would carry it out, beginning with a scoped engagement and measures agreed in advance.

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