pulse — Bing Lee contact centre

⚠️Chat queue critical — 7 waiting · longest 4:10supervisor notified 14:32 · SMS + Slack

Voice · Aircall in queue

3

longest wait 0:41free 5

Email · Freshdesk open

128

overdue 11new 64

Chat · Crisp+Freshchat waiting

7

Crisp 4Fchat 3

On site GA4

247

Sales today NetSuite

$84.2k

Resolved

412

Avg wait

1:12

SLA <30s

88%

Ready to ship NetSuite

186

Waiting on stock NetSuite

43

Click & collect NetSuite

online · store pickup

61

pulse-cc.bingl.ee

✨ Joule · daily digestauto · 6:00am AEST

Today is running 18% busier than a typical Tuesday, driven mainly by delivery-ETA enquiries after yesterday's courier delays. Voice SLA is holding at 88%, but chat has breached critical twice this afternoon — consider shifting one agent off email. Contact-centre-attributed sales are tracking $31 / call, up 12% week-on-week.

Voice queue

3

wait 0:41abandoned 2.1%

Chat waiting

7

Crisp 4Freshchat 3

Email open

128

overdue 11

Callbacks pending

9

oldest 17m

Customers on site (GA4)

247

Sales today (NetSuite)

$84.2k

SLA · answered <30s

88%

Resolved today

412

Avg handle

4:38

CSAT

4.6

Abandon rate

2.1%

Revenue / call

$31

Call → sale conv.

23%

Why customers contactedtoday · all channels

Delivery / ETA

34%

Order status

21%

Returns / refunds

16%

Product enquiry

15%

Warranty / repair

9%

Other

5%

Agents on floor8 / 11 online

3 available3 on call1 wrap-up1 break

Fulfilment · NetSuitepolled 30s

Ready to ship186

Waiting on stock — backordered43

Click & collect waitingonline order · store pickup61

Alerts & escalations2 active

🔴Chat queue critical — 7 waiting, longest 4:1014:32 · auto-escalatedSMS · Slack

🟠Email overdue climbing — 11 past SLA14:18 · duty managerSlack #cc-ops

🟢Voice SLA recovered to 90% — alert cleared13:55 · auto-resolvedSlack

Aircall · webhooksCrisp · RTM Freshchat · webhooksFreshdesk · 30s NetSuite · 30sGA4 · 60s

pulse

contact centre

live

viewer · public

centre status

Busy

in queue now

10

Voice · Aircall

longest wait 0:41 · 5 free

3

Chat · Crisp + Freshchat

Crisp 4 · Freshchat 3

7

Email · Freshdesk

overdue 11 · 64 new

128

On site · GA360

247

Sales today

$84.2k

SLA <30s

88%

Resolved

412

Abandon rate

2.1%

Revenue / call

$31

📦 Ready to ship186

⏳ Waiting on stock43

🛍️ Click & collect waitingonline order · store pickup61

AircallCrispFreshchat FreshdeskNetSuiteGA360

Active alerts

🔴Chat queue critical14:32 · SMS + Slack sent

🟠Email overdue climbing14:18 · Slack #cc-ops

Agents on floor · 8 / 11 online

3 avail3 call1 wrap1 break

Callbacks pending

Oldest waiting17m

Pending total9

SLA targets

Voiceanswered within sec

Chatfirst reply within sec

Emailfirst response within hrs

Business hours · Australia/Sydney

Mon – Fri08:00 – 18:00

Sat09:00 – 17:00

Sunclosed

After-hours rule

Hold, then countafter-hours counts once started

pulse-cc.bingl.ee/admin

pulse

admin · contact centre

Workspace SSO · admins only

SLA targets

VoiceCalls answered within sectarget %breach sec

ChatFirst reply within sectarget %breach sec

EmailFirst response within hrstarget %breach hrs

Tile thresholds — when a metric escalates

Metric▲ medium ≥▲ critical ≥

Voice · queue depth

Voice · longest waitsecsec

Chat · waiting

Email · overdue

Highlight styleGradientSolid (wall)Numberflash critical

Alerts & escalation

ChannelsWhere breach alerts are sent SMSSlackTeams#cc-opsTwilio

RecipientsDuty manager + on-call supervisor +61 4•• ••• •••2 people+ add

EscalateIf a tile stays critical for min→ notify quiet hrs off

SLA-at-riskWarn before a predicted breach OnOfflead minSlack

Data sources — call drivers & revenue

Call reasonSource of contact-driver categories Aircall tagsWrap-up codesFreshdesk6 categoriesedit

Revenue linkHow a sale is attributed to a call Agent on orderTime-windowCC channelNetSuite±15 min

Business hours Australia/Sydney

Monopen to

Tueopen to

Wedopen to

Thuopen to

Friopen to

Satopen to

Sunclosed

Public holidays — treated as closed

26 Jan · Australia Day10 Apr · Good Friday13 Apr · Easter Mon 25 Apr · Anzac Day8 Jun · King's Birthday25 Dec · Christmas + add date

How after-hours time is counted

Hold the clock until next open, then count continuously

Out-of-hours arrivals don't accrue wait until you open. Once the clock starts, after-hours time does count.

Business hours only

Subtract every closed period, including overnight, even for items already waiting.