What Layla handled while the office was closed, and the callback queue the morning team starts with. Out of hours is weekday 17:00 to the next opening, and Saturday 13:00 to Monday 08:30 (Dubai time).
No briefing for this shift yet. It is written at 07:45 Dubai time on business days.
Every callback from every channel, sorted by priority, then SLA. Waiting callbacks first. Live rows from today's demo have a yellow edge. Assign and Mark done write to Postgres.
Conversations by query family. The dark part was resolved by Layla with no transfer and no callback.
How conversations ended, and the negative ones in their own words.
Conversations per hour across the shift. A red dot marks an hour with an emergency, sent to the on-call engineer.
Prospective buyers who would otherwise have reached voicemail.
Safety steps first, emergency ticket, on-call transfer.