OpsIQ One · v6.0 · Decision Playbooks

Playbook Library

Pre-built investigations and response paths. Atlas references this library when generating recommendations.

8 playbooks

CategoriesVolume · Workforce · Quality · Routing · Experience · Planning · Recovery · Governance

AtlasRecommendations link back to the playbook that informed them

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Volume

High Call Volume

Interval volume exceeds forecast by ≥15% for two consecutive intervals.

Owner

WFM Real-time Manager

Cycle time

0–30 min

Typical causes

· Marketing campaign launch not socialized to operations
· System outage in self-service channel
· Weather event in a primary market
· Billing cycle anomaly

Recommended investigations

· Compare to forecast variance baseline by interval
· Cross-reference IVR self-service deflection rate
· Check digital channel health and case backlog
· Validate routing rules and overflow queues

Suggested actions

· Open overflow queues to cross-skilled agents
· Issue voluntary OT push to qualified agents
· Activate IVR deflection messaging
· Notify executive sponsor and client-facing leads

Success metrics

· SL recovery within 60 minutes
· Abandon rate below 4%
· No SLA breach on top-tier clients

Lessons learned

· Coordinate launch calendars with marketing weekly
· Pre-position cross-skill rosters before campaign weeks

Atlas linkage

When Atlas detects conditions that match this playbook's trigger, recommendations cite this playbook by ID and surface the suggested actions inline with confidence and expected outcome.