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Case Performance Intelligence Agent

Automatically detects bottlenecks, compliance gaps, and emerging trends in real time by analyzing all case activity.

About the Agent

In high-volume customer service environments, operational inefficiencies often arise from hidden bottlenecks, fragmented oversight, and labor-intensive exception management. Teams struggle with delayed insights, reactive problem-solving, and manual reporting cycles that slow down service resolution and impact customer experience. Leaders lack the real-time, actionable data necessary to proactively identify issues and steer continuous improvement.

The Case Performance Intelligence Agent leverages internal data—including case records, operational metrics, automation and exception logs, compliance status, feedback scores, and unstructured communications—to deliver real-time analysis. By combining advanced bottleneck and trend detection with continuous monitoring for compliance gaps and exceptions, it surfaces actionable insights to stakeholders, allowing for immediate intervention. The agent operates seamlessly within your service execution flow, ensuring no critical pattern or risk goes unnoticed.

This automation unlocks high-impact outcomes: it delivers instant visibility into process health, minimizes manual oversight, and enables proactive, data-driven optimization. With live insights and continuous feedback loops, organizations achieve higher process and employee productivity, cost savings, and a consistently improved customer experience—all while driving strategic, closed-loop learning for ongoing enhancement.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Case Performance Intelligence Agent:

Source System: InnovateCorp CRM Data Window: 2023-11-09 08:00:00 to 2023-11-09 12:00:00 UTC Record Count: 8


Case ID: 95001 Customer ID: C8871 Issue Type: Billing Inquiry Status: Closed Create Time: 2023-11-09 08:15:21 Close Time: 2023-11-09 08:29:45 Opened By: Tier 1 Agent - M. Davis First Response Time (minutes): 5 Time to Resolution (minutes): 14 Compliance Status: OK Resolution Summary: Customer had a question about a pro-rated charge on their first bill. Explained the charge calculation. Customer satisfied. CSAT: 5/5


Case ID: 95002 Customer ID: C3422 Issue Type: Technical Support - Mobile Status: Open - Escalated Create Time: 2023-11-09 08:31:04 Opened By: Tier 1 Agent - M. Davis First Response Time (minutes): 3 Current Wait Time in Queue (minutes): 209 Assigned Queue: Tier 2 Technical Support Compliance Status: BREACH - First Response SLA (60 min) Case Communication: "Customer is reporting repeated 5G signal drops in downtown area (zip code 90210). Standard troubleshooting (reboot, network reset) did not resolve the issue. Escalating to Tier 2 for network-level diagnostics."


Case ID: 95003 Customer ID: C1098 Issue Type: New Service Activation Status: Closed Create Time: 2023-11-09 09:02:11 Close Time: 2023-11-09 09:15:33 Opened By: Automated Provisioning Bot First Response Time (minutes): 1 Time to Resolution (minutes): 13 Compliance Status: OK Resolution Summary: Automated activation of fiber internet service completed successfully. Customer notified via email. CSAT: N/A


Case ID: 95004 Customer ID: C5674 Issue Type: Technical Support - Mobile Status: Open - Escalated Create Time: 2023-11-09 09:25:40 Opened By: Tier 1 Agent - J. Chen First Response Time (minutes): 8 Current Wait Time in Queue (minutes): 155 Assigned Queue: Tier 2 Technical Support Compliance Status: BREACH - First Response SLA (60 min) Case Communication: "Similar to case 95002. Customer in zip code 90210 experiencing frequent 5G connection loss on a new device. Issue persists after device replacement. Escalating to Tier 2."


Case ID: 95005 Customer ID: C7319 Issue Type: Billing Inquiry Status: Closed Create Time: 2023-11-09 10:11:05 Close Time: 2023-11-09 10:21:00 Opened By: Tier 1 Agent - M. Davis First Response Time (minutes): 4 Time to Resolution (minutes): 10 Compliance Status: OK Resolution Summary: Assisted customer with setting up auto-pay. CSAT: 5/5


Case ID: 95006 Customer ID: C4885 Issue Type: Technical Support - Mobile Status: Open - Escalated Create Time: 2023-11-09 10:45:15 Opened By: Tier 1 Agent - J. Chen First Response Time (minutes): 6 Current Wait Time in Queue (minutes): 75 Assigned Queue: Tier 2 Technical Support Compliance Status: BREACH - First Response SLA (60 min) Case Communication: "Customer complaint re: 5G network performance in downtown core, zip 90210. Seems to be a recurring theme this morning. Needs advanced diagnostics. Passed to Tier 2."


Case ID: 95007 Customer ID: C8123 Issue Type: Technical Support - Broadband Status: Open - Escalated Create Time: 2023-11-09 11:30:55 Opened By: Tier 1 Agent - S. Lee First Response Time (minutes): 12 Current Wait Time in Queue (minutes): 30 Assigned Queue: Tier 2 Technical Support Compliance Status: AT RISK - First Response SLA (60 min) Case Communication: "Customer experiencing intermittent packet loss on their fiber connection. Tier 1 diagnostics inconclusive. Escalating to Tier 2 for line monitoring."


Case ID: 95008 Customer ID: C2045 Issue Type: Technical Support - Mobile Status: Closed Create Time: 2023-11-09 11:50:00 Close Time: 2023-11-09 11:58:12 Opened By: Tier 1 Agent - J. Chen First Response Time (minutes): 2 Time to Resolution (minutes): 8 Compliance Status: OK Resolution Summary: Customer needed assistance with setting up voicemail. T1 resolution. CSAT: 4/5

Deliverable Example

Sample output delivered by the Case Performance Intelligence Agent:

Real-Time Case Performance Analysis Report

Generated: 2023-11-09 12:01:00 UTC Analysis Window: 2023-11-09 08:00:00 to 2023-11-09 12:00:00 UTC


1. Executive Summary

This report highlights critical operational issues identified from the morning's case activity stream. Key findings include a significant bottleneck in the Tier 2 Technical Support queue, leading to multiple SLA breaches for response times. Additionally, an emerging trend of 5G connectivity complaints has been detected in a specific geographic location.

2. Detected Process Bottlenecks

Finding: The Tier 2 Technical Support queue is a significant bottleneck. Cases are aging in this queue for over three hours, indicating a potential resource shortage or an influx of complex issues that Tier 1 cannot resolve.

Case ID Issue Type Assigned Queue Current Wait Time (minutes)
95002 Technical Support - Mobile Tier 2 Technical Support 209
95004 Technical Support - Mobile Tier 2 Technical Support 155
95006 Technical Support - Mobile Tier 2 Technical Support 75
95007 Technical Support - Broadband Tier 2 Technical Support 30

3. Compliance Gaps Analysis

Finding: 100% of cases escalated to Tier 2 have breached or are at risk of breaching the 60-minute First Response SLA. This is a direct result of the bottleneck identified above.

Case ID Compliance Status Details
95002 BREACH Wait time (209 min) exceeds SLA (60 min)
95004 BREACH Wait time (155 min) exceeds SLA (60 min)
95006 BREACH Wait time (75 min) exceeds SLA (60 min)
95007 AT RISK Nearing the 60 min SLA threshold

4. Emerging Trends Detection

Finding: A high-confidence trend has been identified regarding mobile network performance.

  • Trend: 5G Signal/Connection Drops
  • Location: Downtown Area, Zip Code 90210
  • Affected Cases: 95002, 95004, 95006
  • Synopsis: 75% of mobile-related escalations this morning are for the same issue in the same geographic area. Unstructured case communications confirm a recurring theme that is bypassing standard Tier 1 troubleshooting.

5. Actionable Recommendations

  1. Immediate Action: The Service Delivery Manager should investigate the Tier 2 Technical Support queue capacity and workload to address the immediate bottleneck and clear the backlog of aging cases.
  2. Proactive Alert: An alert should be sent to the Network Operations team regarding the cluster of 5G performance complaints in zip code 90210 for a potential service degradation investigation.
  3. Process Improvement: Review Tier 1 troubleshooting scripts for 5G issues to determine if they can be enhanced to reduce escalations for this emerging trend.

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