Overview
Show per‑session timers, alert on risk, and deflect automatically when queues spike.
Problem
Teams discover breaches after the fact; spikes overwhelm agents and drive abandonment.
Solution
Enable FRT/ART targets with on‑screen clocks, breach alerts via FlowForge, and surge deflection (FAQ, callback, collect email).
How it works
Supervisors define targets per queue/channel; FlowForge sends alerts and triggers playbooks during spikes.
Who is this for
Supervisor
Support Ops
Expected outcomes
- Higher SLA attainment during peaks
- Lower abandonment and smoother queues
Key metrics
Abandonment rate
Baseline
12 %
Target
4 %
SLA hit rate during spikes
Baseline
70 %
Target
92 %
Gallery
Downloads & templates
Case studies
Marketplace handles Black Friday spike
Deflection playbooks cut abandonments by two‑thirds.
Ecommerce Mid-market NA
Security impact
- Operational metrics only · PII: none
Compliance
- SOC2 (monitoring & alerting)
Availability & next steps
Team
Business
Enterprise