FRIDAY, NOVEMBER 13, 2026 · DAILY OPERATIONS

Good morning, Matt ✦

A clear view of customer progress, team workload, and emerging risk.

OPEN CASES ▤

500 ↑ 12%

vs. 446 last month · 28 need action

FIRST-FILING SUCCESS ✓

72.4% ↑ 3.8 pts

Cohort view · 30-day window

Target 80% 72.4%

MILESTONES ON TRACK ◷

84.1% ↓ 1.2 pts

Across 7 journey stages

Target 90% 84.1%

CUSTOMER EFFORT ♡

4.3 / 5 ↑ 0.2

CSAT, 418 responses

Low

High

Customer journey health

Active customers by milestone · last 30 days

On trackAt riskOverdue

5003752501250

SignedConnectedData readyRegisteredFirst filingHealthy

✦

Watch registration → first filing. 31% of active records are at risk or overdue at this transition.

Needs attention

Prioritized exceptions across the journey

5

!

Registration milestone overdue

Juniper & Stone · 4 days past expected

REGISTRATION · HIGH RISK

◷

Filing handoff unresolved

Northstar Outfitters · 2 returns

SHARED FILING · 19H OPEN

◉

Engagement declining

Copperline Coffee · no reply in 6 days

ONBOARDING · AT RISK

↗

Month-end contact spike

DAVO queue +22% vs. weekly baseline

SUPPORT · WATCH

Team pulse

Live workload · 12 active reps

86%capacity used

4available now

7at SLA risk

JLAMDK+9

Onboarding46 / 52492%● On track

Registration31 / 36296%● On track

Support64 / 70189%● Watch

Operational signal

What the evidence supports today

AI-ASSISTED

✦

Queue growth needs a flow diagnosis.

Customers are up 30% year over year while contacts are up 17%. If the definitions and channels are comparable, contacts per customer may be about 10% lower. Validate the denominator before concluding.

FACT: +30% CUSTOMERSFACT: +17% CONTACTSHYPOTHESIS: LOWER CONTACT RATE

CUSTOMER SUCCESS

Customer journey

A HubSpot-style lifecycle view from signup through first successful filing.

Milestone timing

Observed median vs. expected working days

LIVE BENCHMARK

Customer complexity

Pre-onboarding signal mix · synthetic scoring

246active

Standard142

Elevated76

Complex28

Scores identify where additional help may be useful; they do not limit service.

SERVICE OPERATIONS

Case queue 500

Every case has an owner, risk level, next action, and escalation path.

Filing handoff walkthrough

Northstar Outfitters · CS-80176 · Fictional case

About one in three filing questions sent to shared Filing comes back unresolved in the case study.

Returned twice. The receiving team needs the jurisdiction and a specific question. Operations needs an owner for the customer update.

Measure handoffs returned unresolved ÷ handoffs sent, alongside resolution time and on-time filing. Actions update local demo state only.

NEEDS OWNER / ACTION285 high-risk

PAST SLA42+6 vs yesterday

RETURNED HANDOFFS165 unresolved twice

MEDIAN AGE6.2 daysp90 18.4 days

UNCATEGORIZED60%baseline cleanup needed

Operating rule: prioritize filing deadlines, incorrect status, customer impact, and time waiting. A lower case count is not a success measure by itself.

WORKFORCE INTELLIGENCE

Team performance

Workload, quality, and coaching signals for the people supporting the journey.

ACTIVE REPS ♙

12 10 available

3 teams · 2,184 available hrs/mo

CAPACITY UTILIZATION ◫

86% within range

Target band 80–90%

QUALITY SCORE ✳

92.1% ↑ 1.4 pts

QA-reviewed interactions, n=312

Rep status report

Individual indicators support coaching; they are not a standalone performance rating.

Demand vs. staffed capacity

Planning estimate · month-end pattern separated from weekly average

FORECAST

WEEKLY AVG DEMAND1,126 hrsestimated required handling time

AVAILABLE SKILLED CAPACITY1,220 hrsafter meetings, coaching, planned leave

MONTH-END PEAK+24%vs. typical weekly demand

Current signal: capacity appears adequate on average, but skill mix and peak coverage need validation.

EXPERIENCE ASSURANCE

Quality & coaching

Milestone rubrics and interaction signals turn good service into observable practice.

RUBRIC COVERAGE7 / 7journey milestones

INTERACTIONS REVIEWED312this month

COACHING FLAGS147 open · 7 resolved

CALIBRATION AGREEMENT91%human reviewer alignment

Coaching queue

Human-reviewed prompts generated from synthetic examples

CRM WORKSPACE · CONCEPT MODEL

HubSpot workspace

The operational layer sits alongside the familiar CRM record and timeline.

NOT CONNECTED

GUARDRAILS & CONFIGURATION

Settings & controls

A demo of the operating controls needed before automation can act.

Automation permissions

Controls progress from assist to bounded automation.

Summarize calls, emails, and casesUse approved synthetic or authorized records.

Suggest case reason and next stepAgent confirms before CRM update.

Draft customer communicationsHuman review required before send.

Submit or amend tax registrationsRequires explicit controlled workflow and human approval.

File or alter a returnNot enabled in this prototype.

Data & model controls

Prototype defaults for a privacy-aware operations system.

Recording/transcript sourcesAuthorized, consented, policy-approved only

Retention policyDefined by Legal, Security, and business owner

Customer risk scoringOffer more help; never deny service

Quality monitoringHuman calibration and appeal path

Audit trailActor, source, suggestion, approval, outcome

This is a visualization. No real CRM writes, customer messages, tax submissions, or recordings occur here.