{ "summary":{ "title":"Quality & AI Operations Dashboard Demo", "subtitle":"90-day synthetic/anonymized operating view for QA, AI validation, CX signals, and action routing", "owner":"Brian Geiser", "disclaimer":"Demo dashboard using synthetic/anonymized QA and AI operations data. 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"quality_signal":"Unclear next steps", "owner":"Training + Knowledge", "next_action":"Publish approved next-step phrasing by scenario and calibrate reviewers against examples.", "status":"In Progress", "due":"Week 2", "impact_metric":"DSAT driver <10%" }, { "priority":2, "quality_signal":"Late escalation", "owner":"Operations + QA + Product", "next_action":"Validate repeated-intent trigger and add late escalation reason code to weekly review.", "status":"On Track", "due":"Week 3", "impact_metric":"Late escalation <7%" }, { "priority":3, "quality_signal":"AI summary gaps", "owner":"Product + AI Ops", "next_action":"Define handoff summary fields and audit transfer payload for missing attempted steps.", "status":"In Progress", "due":"Week 4", "impact_metric":"Handoff defects <10%" }, { "priority":4, "quality_signal":"Policy variance", "owner":"QA + Enablement", "next_action":"Refresh scorecard examples and track disputed criteria during calibration.", "status":"Needs Review", "due":"Week 5", "impact_metric":"Reviewer agreement 85%+" }, { "priority":5, "quality_signal":"AI context miss", "owner":"AI Ops + Knowledge", "next_action":"Review retrieval examples and add issue-category examples to validation set.", "status":"Queued", "due":"Week 6", "impact_metric":"AI/human agreement 85%+" } ], "case_examples":[ { "id":"QA-1042", "channel":"AI Chat → Human Handoff", "segment":"Billing", "signal":"Looping behavior + incomplete handoff", "customer_intent":"Customer needed confirmation that no duplicate charge would occur.", "breakdown":"AI repeated generic troubleshooting after the customer already completed those steps; handoff did not include attempted steps.", "root_cause":"Escalation logic depended on explicit customer request instead of repeated failed-resolution signals.", "action":"Add loop-detection QA flag and require handoff fields: intent, steps attempted, risk/concern, next action.", "owner":"QA + AI Ops + Product", "risk":"High", "status":"Action routed" }, { "id":"QA-1117", "channel":"Voice", "segment":"Benefits", "signal":"Unclear next steps", "customer_intent":"Member wanted to know what would happen after documentation submission.", "breakdown":"Agent confirmed receipt but did not explain ownership, timing, or callback expectations.", "root_cause":"Knowledge article lacked approved next-step phrasing by scenario.", "action":"Publish phrasing guide and add next-step clarity to calibration examples.", "owner":"Training + Knowledge", "risk":"Medium", "status":"In progress" }, { "id":"QA-1193", "channel":"Agent Assist", "segment":"Account Support", "signal":"Policy variance", "customer_intent":"Customer asked whether an account restriction could be removed.", "breakdown":"Different agents interpreted the same guidance inconsistently across sampled interactions.", "root_cause":"Rubric and SOP language were both technically correct but operationally ambiguous.", "action":"Review disputed criteria and add pass/fail examples to calibration pack.", "owner":"QA + Enablement", "risk":"Medium", "status":"Calibration scheduled" } ] }