Live · Digital Enterprise Twin · 4 clients · 11 BUs · 26 LOBs · 7 channels
Mission Control
A living view of the enterprise. Every metric, signal, and recommendation Atlas is currently watching — in one place.
Scope
Atlas · Morning Executive Brief · 08:14 ET
Two accounts are pulling the enterprise off plan. LOB 1 (Claims) shifted to Escalation Risk overnight — Peru hold time +19% and DSNP transfer rate now 9.4% against a 7.5% target. Combined revenue exposure is $1.84M, concentrated in Q1 renewals.
I've drafted three actions ranked by ROI. The first — re-routing 11 FTE from Client C surplus into DSNP from 2–4 PM — protects ~$420K and lifts SLA above 92% within 48 hours. Confidence 94%.
Confidence
94%
Cross-signal · 7d window
Signals analyzed
2.4M
Genesys · QA · CRM · WFM
Decisions surfaced
11
3 ready for one-click approval
Revenue Risk+$0.84M
$1.84M
Target <$1.0M
Client A and LOB 1 (Claims) driving exposure.
Client Health-7
78
Target 85
Two accounts moving toward Watch status.
NPS-5
62
Target 67
Detractor surge in LOB 1 (Claims) tied to hold time.
SLA-0.8pp
91.2%
Target 92.0%
DSNP queues breaching 80/30 target.
Digital Twin · Global Sites
Operational health across 14 centers
India
— FTE · NPS 64
Low64
Peru
— FTE · NPS 58
High58
Philippines
— FTE · NPS 66
Medium66
United States
— FTE · NPS 71
Low71
Atlas Action Stack
Ranked by business impact
1
Re-route 11 FTE from Banking surplus into DSNP 2–4 PM
Protects $420K; lifts SLA above 92% in 48h. No coaching dependency.
+$420K · SLA +2.6pp·WFM · M. Ortega·94% conf
2
Trigger DSNP scripting refresher in Peru cohort 7
Reduces hold time by ~12s; addresses the leading NPS detractor theme.
+1.8 NPS · −12s AHT·QA · L. Chen·88% conf
3
Send proactive LOB 1 (Claims) exec update
Pre-empts escalation. Recommended within 24h ahead of QBR.
Avoid $520K churn risk·Client · D. Park·91% conf
NPS Trend
62.4
-4.6 Live Pulse
Critical intraday signals
HighPeru · DSNP
Volume spike — Projected SLA breach in 18 min
→ Open OT bid + reroute 8% to PH
14:00–15:00
HighPhilippines · LOB 1 (Claims)
Staffing gap — Forecast -12 FTE
→ Pull bench + extend Tier-1 shifts
15:30–17:00
MediumPeru · CAID
Hold time spike — Hold +19% vs plan
→ Tooling triage + supervisor floor walk
13:00–14:00
MediumPhilippines · DSNP
Transfer rate spike — Transfer +11%
→ Routing audit + Team B coaching
12:00–14:00
LowIndia · MR
Low survey count — Survey offer -14%
→ IVR offer audit
All day
Volume vs Forecast
184.2K
+2.3%