ABX — Alpha Banking Experience

Observabilité

Tendances de performance, dérive des agents, violations de garde-fous et coût des opérations vocales.

Clients
100
Minutes vocales (7j)
0
min
Coût opérations (7j)
40-50% lower than Human agents centric ops
Violations garde-fous
0
Tickets ouverts
11
Rappels planifiés
6

Tendance FCR & sentiment (14j)

Δ +0%

Historique agrégé de l'escouade

Coût quotidien des opérations

Voix + LLM · estimation en KMF

Minutes vocales par agent (7j)

Dérive de performance par agent

Δ +0%

FCR 7j courant vs 7j précédents

AgentFCR précédentFCR actuelΔStatut
Fatima Mzé0%0%+0%
Stable
Ibrahim Bacar0%0%+0%
Stable
Nadjma Abdallah0%0%+0%
Stable
Saïd Toihir0%0%+0%
Stable
Youssouf Combo0%0%+0%
Stable
Zainaba Ali0%0%+0%
Stable

Violations de garde-fous

Escalades déclenchées par les politiques

Aucune violation détectée sur la fenêtre.

Performance par agent

Fatima Mzé87% FCR · 0 appels
Ibrahim Bacar87% FCR · 0 appels
Nadjma Abdallah87% FCR · 0 appels
Saïd Toihir87% FCR · 0 appels
Youssouf Combo87% FCR · 0 appels
Zainaba Ali87% FCR · 0 appels

Tickets récents

11
Unauthorized transaction report
Test · fraud · 7/24/2026, 2:56:28 AM
urgent
open
Customer reported an unauthorized transaction on their account.
Unauthorized transaction report
Test · fraud · 7/24/2026, 2:56:21 AM
urgent
open
Customer reported an unauthorized transaction. Urgent fraud investigation and card/account security required.
Complaint Escalation to Management
Test User · complaint · 7/24/2026, 2:51:27 AM
high
open
Customer Test User requested to escalate their complaint directly to management.
Complaint Escalation to Management
Test User · complaint · 7/24/2026, 2:51:18 AM
high
open
Customer Test User requested to escalate their complaint to bank management.
Unauthorized transaction reported
Test User · fraud · 7/24/2026, 2:51:09 AM
urgent
open
Customer reported an unauthorized transaction on their account.
Unauthorized transaction report
Test User · fraud · 7/24/2026, 2:51:01 AM
urgent
open
Customer reported an unauthorized transaction on their account.
Card Block and Balance Enquiry
Client anonyme · cards · 7/23/2026, 2:04:23 PM
urgent
open
Customer requested account balance check and immediate card block.
Confidential information shared with third party
Client anonyme · compliance · 7/22/2026, 10:36:03 PM
urgent
open
The customer reported that bank staff shared their information with a third party. This is a serious compliance and privacy breach that requires immediate investigation.
Suspicion de fraude - besoin d'assistance immédiate
Client anonyme · fraud · 7/22/2026, 10:35:05 PM
urgent
open
Le client signale avoir été victime de fraude et a besoin d'une assistance urgente. Aucune tentative de résolution guidée n'a été effectuée avant cela pour des raisons de sécurité.
Export finance to Kenya
Client anonyme · loans · 7/22/2026, 10:33:03 PM
normal
open
Customer M. seeking to finance an export to Kenya. Needs human assistance to determine eligibility and product suitability as this is not a product I can simulate or offer guided resolution for.
Intra-Exim transfer to wrong beneficiary
Ali Mohamed · transfers · 7/21/2026, 7:34:24 AM
urgent
open
Customer Ali Mohamed sent money to the wrong beneficiary via the app 5 minutes ago. It's an intra-Exim P2P transfer. Customer was informed it is NOT auto-reversible once confirmed and that a recovery attempt will be made by the recovery team contacting the receiving customer.

Rappels programmés

6
Test
sans téléphone · en · prochaine heure ouvrée
scheduled
Customer requested escalation to management
Test
sans téléphone · en · prochaine heure ouvrée
scheduled
Customer requested escalation to management.
Client anonyme
sans téléphone · en · prochaine heure ouvrée
scheduled
The customer is asking about specific eligibility criteria for a business account that is not covered in the knowledge base (startups without revenue). This requires a human to assess the specific sit
Client anonyme
sans téléphone · en · prochaine heure ouvrée
scheduled
Customer explicitly requested to speak with someone right now.
Client anonyme
sans téléphone · en · prochaine heure ouvrée
scheduled
The customer wants to speak to a human as they consider their issue complex.
Client anonyme
sans téléphone · en · prochaine heure ouvrée
scheduled
Customer explicitly requested to speak with someone right now.
Cost model: 45 KMF/voice min · 12 KMF/LLM call. Tune in Admin → Cost controls.