Operating scope

Country head

Capability

All capabilities

Active handovers

Outcomes written back

Connected work · Agent system

Business vertical

Hypermarkets and stores

Agent on shift

Shelf Sentinel

Accountable person

Section heads

Evidence · 3 min

Till line items

Next step

AvailabilityOS

AvailabilityOS · screen 01 of 07

Product locator

A customer asks whether an item is in stock and where. The agent reads SAP at store level, plus e-commerce and marketplace, and answers inside the call.

3 issues · 1 waiting on you

Issues in scope

13 instances across 10 places

Waiting on you

0 already decided in this session

Three largest

AED 111k–AED 320k

Modelled annual value, three largest only

Running without asking

0 armed and waiting on a threshold

Decision owner

Group

Returns to Customer care, Store fresh and GM lead

Scope

Oman

27 stores · all capabilities

Listen

Inbound call and WhatsAppSAP stock by storeE-commerce and marketplace availabilityDistance from the caller

Process

Is the stock real or only on the systemWhich store is actually reachableHas this line failed before

Act

Answer in the callLog the intent against the SKUStop quoting a line that keeps failing

Written backEvery outcome returns to the systems that produced the evidence.

KindOrder

Queue

3 issues across 13 places · 1 waiting on you

Question

A line at Salalah Grand Mall reads in stock and has failed to pick 7 times running

Salalah Grand Mall

What happened

The Sony 65 inch at Salalah Grand Mall shows 5 units in SAP and has failed 7 consecutive picks over eleven days. No count has been raised against it. The agent has quoted it to 9 callers in that window.

Why it matters

Each of those callers was told to come in for something that is not on the shelf. A wasted trip is the single most common reason a customer stops calling the store and starts checking a competitor's site first.

Already done

Quoting on this line is paused for new callers until a decision is taken. The 9 callers already told have not been contacted, because that is a store decision.

Worth

AED 74k to AED 225k a yearModelledPhantom lines are quoted to callers who then make a wasted trip. Wasted trips are modelled at the basket they would have carried, times the share who do not come back within the quarter.Pick failures against positive stock

Then what

Line suspended in the agent, count task on the store listStore fresh and GM leadReports back 18 Sept

Also open at

Done

364 stock questions answered at Salalah Grand Mall without anyone calling the store

Salalah Grand Mall

What happened

Every enquiry was read live against SAP at store level, then against e-commerce and marketplace, and answered inside the call. Average handling was under ninety seconds.

Why it matters

These are calls that previously went to the store floor. At Salalah Grand Mall that is roughly 116 interruptions a week taken off the shop floor, in the trading hours when the floor is busiest.

Already done

Each answer is logged against the SKU, so the enquiry becomes demand evidence rather than a call that ended.

Worth

AED 37k to AED 95k a yearModelledStock calls previously went to the shop floor. Value is the floor hours returned at trading-hour cost, net of the calls that still need a person.Stock enquiries handled without the floor

Then what

Running continuouslyCustomer careStanding, no return date

Answers written to the conversation record and logged against each SKU

Also open at

Declined

A caller asked us to hold a unit and the agent refused

Ibra

What happened

A caller at Ibra asked for the last unit of an appliance to be put aside until evening. No payment mechanism exists on an enquiry, so nothing can be taken to secure it.

Why it matters

A hold placed on a phone call is invisible to the shelf. The next customer standing in front of that unit is told it is sold, and the caller may never arrive. Two customers lost to secure one.

Already done

The agent explained the position plainly and offered the two nearest stores carrying the same model, with quantities.

Exposure

Not a revenue lineA hold placed on a call is invisible to the shelf. Two customers can be disappointed to secure one, and nothing reconciles at close.Reservation requests refused

Then what

Refusal held, alternatives offered insteadCustomer careStanding, no return date

Override

Customer care lead can override

Cost of overriding

An override creates a hold the store cannot see on its own shelf, and nobody reconciles it at close