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 06 of 07

Unanswered demand

The enquiries that ended with no answer, no alternative and no follow up. Not something any single report is shaped to show today.

3 issues · 1 waiting on you

Issues in scope

3 instances across 3 places

Waiting on you

0 already decided in this session

Three largest

AED 8.0m–AED 29.7m

Modelled annual value, three largest only

Running without asking

0 armed and waiting on a threshold

Decision owner

Group

Returns to Category and buy, Customer care

Scope

Oman

27 stores · all capabilities

Listen

Calls ending without resolutionProduct attributes missing from the masterQuestions the agent could not answer

Process

Why did it endIs the cause the data or the rangeIs the same question repeating

Act

Name the causeRequest the data that would fix itRefuse to guess

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

KindOrder

Queue

3 issues · 1 waiting on you

Done

2,115 enquiries this month ended with nothing at all

Ibra

What happened

No answer, no alternative, no follow up. Each one is named here with the cause on it, rather than averaged into a resolution rate.

Why it matters

A call that ends politely with no answer counts as handled in any contact centre measure, here and everywhere else. The number above is the same population read a different way.

Already done

Each one coded to a cause: missing data, out of range, out of policy, or genuinely unanswerable.

Worth

AED 4.4m to AED 17.8m a yearModelledEnquiries ending with nothing at all. Value is the share recoverable once each cause is named and addressed.Enquiries ending with no answer

Then what

Running continuouslyCustomer careStanding, no return date

Named individually with a cause on each, not averaged into a resolution rate

Approve

414 electronics lines have no dimensions, power rating or compatibility in the product master

Suwaidi

What happened

These three attributes account for most of the questions the agent cannot answer. The lines are live, sellable and quoted daily, and the master has never held the fields.

Why it matters

Every unanswered specification question is a customer who goes to a competitor's site to find out, and frequently buys there. The cost is not in the contact centre, it is in the basket that never opens.

Already done

The gap is quantified line by line, with the specific missing field named, so enrichment is a data task rather than a project.

Worth

AED 3.6m to AED 11.9m a yearModelledSpecification questions that send the customer to a competitor's site to find the answer. Value is the share of those enquiries that convert here once the attribute exists.Enquiries lost to missing product data

Then what

Enrichment list by SKU and missing fieldCategory and buyReports back 7 Oct

If approved

Enrichment request raised against the 414 lines with the missing fields named

If declined

The same questions go unanswered next month, with the cause known and unfixed

Declined

The agent declined to invent a specification to close a call

Dubai Mall, Zabeel

What happened

On a partially specified product the agent had enough to make a plausible answer and did not. It said it did not know and offered the store.

Why it matters

A wrong specification comes back as a return, a complaint and a refund, and it arrives weeks later attached to a customer who has told other people. A missing answer costs one call.

Already done

The gap was logged against the SKU, which is how the enrichment list above was built.

Exposure

Not a revenue lineAn invented specification returns as a refund, a complaint and a customer who tells other people, weeks after the call and in writing.Specification answers declined

Then what

Gap logged against the SKU, added to the enrichment listCategory and buyStanding, no return date

Override

Nobody. This refusal is not overridable

Cost of overriding

An invented specification becomes a return, a complaint and a refund, and it is attributable to us in writing