Home

Good morning, Gaurav
Here's what needs your team today — Tuesday, 15 Sep
Conversations
12
across 5 channels
Open tickets
5
2 unassigned
SLA at risk
2
under 2h to breach
Deals open
₹18.4L
9 open deals
Needs attentionOpen inbox
Ramesh Kumar · Best Roadways
Live call · consignment LR-88213
LIVE
#T-4461 · Machine weight not showing
SLA breaches in 18m · Bharat Steel · Plant 2
P1
Anita Desai · IndiFly
WhatsApp · flight change request
2
Pipeline
Enquiry₹6.1L
Quote sent₹7.4L
Negotiation₹3.2L
Won this month₹1.7L
Resolved today23
All channels
12 open conversations
AllCallsWhatsAppChatEmail
RK
Ramesh Kumar02:14
Best Roadways · Voice
Where is consignment LR-88213?
VS
Vikram Singh9m
TransFreight · WhatsApp
Status of LR-90112? Need it today.
DP
Deepak Rao21m
Meena Logistics · Voice
Want to book a pickup for tomorrow
AD
Anita Desai3m
IndiFly · WhatsApp
Can I move my flight to Friday?
RM
Rohan M.12m
IndiFly · In-app chat
Web check-in stuck on seat selection
SK
Sara K.40m
IndiFly · Email
Refund not received after 7 days
GS
Grand Sarovar18m
Reservation · Email
Billing dispute on folio charges
KV
Kiran V.25m
AutoVYN · Web chat
Is the Seltos available to test drive?
Recent · calls & chats
Ramesh Kumar2h ago
Voice · 4:12 · resolved
⬇ Transcript
Kiran V.yesterday
Web chat · closed · CSAT 5.0
History
Deepak Raoyesterday
Voice · 2:03 · booked pickup
⬇ Transcript
RK
Ramesh KumarLive call 02:14
Best RoadwaysLR-88213 · In transit ›HI → EN
SUPERVISING · Priya (agent)
Live transcript · translated in real time
BOT
नमस्ते! बेस्ट रोडवेज़ में आपका स्वागत है।
Welcome to Best Roadways.
RK
मेरा कंसाइनमेंट LR-88213 कहाँ पहुँचा?
Where has my consignment LR-88213 reached?
Looked up LR-88213 → In transit · ETA tomorrow 6 PM
NoteWhatsAppEmail
Reply on any channel…
Views
All open14
Unassigned3
My tickets5
Priority & SLA
Urgent · P1·P26
SLA breached2
Waiting4
Solved today23
Groups
Logistics ops7
Airline ops5
Machine support4
Billing2
ListBoard
All open
14 tickets
Sort: SLABulk edit
SubjectRequesterPriorityStatusAssigneeSLA
Machine weight not showing
#T-4461 · Bharat Steel · Plant 2 · WhatsApp
SPSunilP1NewPRPriya18m
Load-cell error on startup
#T-4459 · Plant 1 · WhatsApp
ADAnilP2In ProgressSMSameer3h
Console won't sync readings
#T-4452 · Plant 4 · Console
RPRaviP3WaitingSMSameer1d 4h
App login fails for operators
#T-4448 · Plant 5 · In-app
MSMeenaP4ResolvedNKNeha—
Flight change — PNR JH4K2P
#T-4470 · IndiFly · WhatsApp
ADAnitaP3NewNKNeha5h
Web check-in failing on app
#T-4466 · IndiFly · In-app
RMRohanP2AssignedNKNeha55m
Refund not received
#T-4464 · IndiFly · Email
SKSaraP2WaitingRTRahul1d
Delayed baggage claim
#T-4460 · IndiFly · Web chat
ISImranP3AssignedNKNeha7h
Delivery delay — LR-88213
#T-4471 · Best Roadways · Voice
RKRameshP2In ProgressPRPriya1h 52m
Damaged goods on arrival
#T-4463 · LR-88907 · WhatsApp
VSVikramP2NewSMSameer2h 40m
Wrong delivery address
#T-4457 · LR-90233 · Voice
DRDeepakP3WaitingSMSameer6h
Billing dispute — folio #RS-2043
#T-4468 · Grand Sarovar · Email
GSFront deskP2WaitingGPGaurav42m
1,284 contacts
Lifecycle: AllOwner: Anyone
NameCompanyChannelLifecycleLast activity
RK
Ramesh Kumar
+91 98220 41xxx
Best RoadwaysVoiceCustomer2 min ago
VS
Vikram Singh
+91 99870 55xxx
TransFreight Pvt LtdWhatsAppCustomer9 min ago
DR
Deepak Rao
deepak@meenalog.in
Meena LogisticsVoiceLead21 min ago
AD
Anita Desai
anita.d@email.com
IndiFlyWhatsAppLead3 min ago
KV
Kiran Vaidya
+91 90880 22xxx
AutoVYN KoramangalaWeb chatMQL25 min ago
SP
Sunil Pawar
Plant head · plant2@bharatsteel.in
Bharat Steel · Plant 2WhatsAppCustomer1 hr ago
AD
Anil Deshmukh
Maintenance · +91 98600 71xxx
Bharat Steel · Plant 1WhatsAppCustomer3 hr ago
RI
Ravi Iyer
Weighbridge op · ravi@godrejfoods.in
Godrej Foods · Plant 4ConsoleCustomeryesterday
Open pipeline
₹33.7L
8 open deals
Weighted forecast
₹18.2L
by probability
Won · this quarter
₹3.1L
2 deals
Win rate
34%
avg deal ₹4.2L
Sales pipeline
Pipeline: SalesOwner: Anyone
Qualification2 · ₹6.3L · 20%
Freight contract — 12 routes
Best Roadways
₹4.2L20%
Close 30 SepPR
Weighbridge AMC renewal
Bharat Steel · Plant 2
₹2.1L20%
Close 15 OctSM
Proposal3 · ₹14.5L · 50%
Monthly LTL contract
TransFreight Pvt Ltd
₹5.5L50%
Close 22 SepNK
Corporate travel programme
IndiFly Airlines
₹7.4L50%
Close 5 OctNK
Seltos fleet — 3 units
AutoVYN · Koramangala
₹1.6L50%
Close 12 OctGP
Negotiation3 · ₹12.9L · 75%
Reverse logistics pilot
Meena Logistics
₹2.8L75%
Close 18 SepSM
Banquet + rooms package
Grand Sarovar
₹3.2L75%
Close 20 SepGP
5-year calibration contract
Acme Mills · 3 plants
₹6.9L75%
Close 28 SepPR
Closed Won2 · ₹3.1L
Warehouse-to-hub lane
Best Roadways
₹1.4LWon
Closed 2 SepPR
Annual weighbridge AMC
Godrej Foods · Plant 1
₹1.7LWon
Closed 28 AugSM
All tickets
Machine weight not showing#T-4461
Bharat SteelP1 · IncidentWhatsAppSLA 18mRequester Sunil Pawar · opened 18m ago
📄 View full transcript ⤢
SP
Sunil Pawarvia WhatsApp · 18m ago
मशीन का weight नहीं आ रहा, स्क्रीन पर error दिखा रहा है।
The machine's weight isn't showing, the screen is displaying an error.
weighing_screen.png
auto-captured · 84 KB
Device context auto-captured · AI suggests category “Hardware · load-cell”
GP
INTERNAL NOTE · Gaurav
Firmware v3.4.1 has the known load-cell calibration bug — pushing the patch and confirming with plant.
Priya changed status New → In Progress · assigned to Gaurav · 6m ago
GP
Public reply · WhatsApp5m ago
We've identified the issue and are pushing a firmware fix now. Please restart the machine in ~10 minutes and it should show the weight again.
हमने समस्या पहचान ली है और अभी फर्मवेयर ठीक कर रहे हैं। कृपया 10 मिनट में मशीन रीस्टार्ट करें।
Public replyInternal noteForward
ToSunil Pawar · WhatsApp+ Cc
Write a reply to the customer…
Requester
SP
Sunil Pawar
plant2@udyog.in
Bharat SteelPlant 2 · PuneHindi4 tickets
Properties
StatusNew
PriorityP1 Critical
AssigneeGPGaurav P.
GroupMachine support
TypeIncident
SLAbreaches in 18m
Tagsloadcellfirmwareplant-2+ tag
SatisfactionSurvey on resolve
Context · auto-captured
EnterpriseBharat Steel
LocationPlant 2 · Pune
Machine IDUY-WB-2291
Firmwarev3.4.1
App version2.8.0
Error codeE-LOADCELL-02
ScreenWeighing
Sub-tasks
Push firmware patch v3.4.2
Confirm reading with plant
Linked & related
Problem PRB-31 · firmware bug (3 incidents)
Asset UY-WB-2291
3 similar tickets · last 7 days
Followers
GPPRRM+ Add
Time logged45m
AI assist
Summary
Machine weight not showing — firmware v3.4.1 load-cell calibration bug; fix rolling out.
Category Hardware · load-cell — accepted
3 similar tickets · grouped incident
Likely cause: firmware bug · suggested fix: push v3.4.2 & restart
Resolution
Root causeFirmware load-cell calibration bug
ResolutionPushed v3.4.2, verified reading
ClosureOn customer confirm
Enterprise Console
Every enterprise you support — cases, contracts & health in one place
Switch enterprise
Enterprises served
12
4 active this week
Open cases
31
across 5 enterprises
SLA at risk
3
under 2h to breach
Machines under AMC
214
₹3.1Cr contract value
Possible common incident — Bharat Steel
3 plants reported error E-LOADCELL-02 in the last 48h — likely a firmware issue, not isolated faults.
Enterprise accounts
View all contacts →
BS
Bharat Steel
Steel & metals · 6 plants
4
open cases
1
P1
₹42L
/ yr
Healthy
Open Account 360 →
GF
Godrej Foods
Food processing · 3 plants
2
open cases
0
P1
₹28L
/ yr
Healthy
Open Account 360 →
AM
Acme Mills
Textiles · 2 plants
1
open cases
0
P1
₹15L
/ yr
At risk
Renewal due in 40 days
TM
TVS Motors
Auto components · 4 plants
1
open cases
0
P1
₹36L
/ yr
Healthy
Tap to filter cases
SC
Sundaram Castings
Foundry · prospect
—
cases
₹6.9L
deal
Qualifying lead
View opportunity →
Open cases · All enterprises
Enterprise-isolated · HQ never sees another enterprise
CaseEnterpriseLocationPriorityStatusAge
Machine weight not showing incident
#T-4461
Bharat SteelPlant 2 · PuneP1New18m
Load-cell error on startup incident
#T-4459
Bharat SteelPlant 1 · NashikP2In Progress3h
Weighbridge reads zero incident
#T-4450
Bharat SteelPlant 3 · AurangabadP2Waiting1d 4h
Console won't sync readings
#T-4452
Godrej FoodsPlant 4 · NagpurP3Waiting1d 4h
Printer not tagging batches
#T-4441
Godrej FoodsPlant 2 · VikhroliP3New5h
App login fails for operators
#T-4448
Acme MillsPlant 5 · IndoreP4Resolved2d
Calibration drift after service
#T-4467
TVS MotorsHosur · Line 3P2Assigned4h
In transit
1,842
on the road now
Delivered today
614
96% on time
Delayed
38
SLA at risk
Exceptions
7
damage · address
Consignments
Synced from ERPLast sync 5 min agoSync now
LR no.ConsignorRouteStatusETALast contact
LR-88213Meena TradersNagpur → IndoreIn transit15 Sep 6PMVoice ⤢
LR-88907TransFreightPune → MumbaiException · damageheldWhatsApp ⤢
LR-90233Meena LogisticsNagpur → NashikAddress issueon holdVoice ⤢
LR-90512Best RoadwaysMumbai → SuratDelivered—WhatsApp ⤢
Campaigns
2 running
Status: All
Dials today
6,240
1,742 connects
Connect rate
28%
answered / dialed
Abandon rate
2.1%
under 3% target
Avg talk time
2:38
22 agents dialing
Collections — overdue remindersPredictiveRunning
Pacing 2.4:1 · 22 agents · retry 3× / 2h gap · DNC scrubbed
3,120 / 8,400 dialed
37% complete · ~2h 10m left
5,280
In queue
12
Ringing
18
Live calls
4
Wrap-up
28%
Connect rate
Dispositions
Connected 34% No answer 26% Busy 14% Voicemail 16% DNC 6% Callback 4%
Agents on campaign
PRSMNKRT+18
18 live · 4 wrap-up · avg handle 3:02
All campaigns
CampaignTypeModeProgressConnectAgentsStatus
Collections — overdue reminders
8,400 contacts · list "Aug dues"
OutboundPredictive
37%28%22Running
New-plan cross-sell
2,100 contacts · list "Gold tier"
OutboundProgressive
61%41%6Running
VIP renewal — preview
380 contacts · manual review
OutboundPreview
12%—3Paused
Payment reminder — AI voice
12,000 contacts · bot-driven
OutboundAI voice blastScheduled 6 PM—BotScheduled
Win-back — lapsed customers
5,600 contacts · list "Q2 churn"
OutboundPredictive
Done31%14Completed
Team
6 online · 3 on live
PR
Priya R.
Voice
On call
SM
Sameer M.
Voice
On call
NK
Neha K.
Chat · 3 active
Chatting
Rt
Rahul T.
Email
Wrap-up
GP
Gaurav P.
Any
Available
In queue now
📞 Voice1
💬 Chat1
✉️ Email4
Live Monitor
Live
updated just now
All channels Voice WhatsApp Web chat Email AI bot
Live now
7
3 voice · 4 digital
In queue
6
avg wait 0:12
Bot-handled
41%
no agent needed
SLA at risk
1
answer < 20s
Live conversations
Voice02:14😊 positive
HI→EN
RK
Ramesh Kumar
Best Roadways · agent Priya R.
Live transcript ⤢⬇ .txt⬇ audio
Customer: Where has my consignment LR-88213 reached?
Agent: Let me check — it's in transit, ETA tomorrow 6 PM.
AI bot · Voice01:02😐 neutral
EN
✈
Passenger · IndiFly
Web check-in · handled by bot
Live transcript ⤢⬇ .txt⬇ audio
Passenger: I want a window seat on the Friday flight.
Bot: Seat 14A is available — shall I confirm?
WhatsAppreply due 1m
SLA risk
AD
Anita Desai
IndiFly · agent Neha K.
“Can I move my flight to Friday?”
2 msgs · waiting on agent
Web chat04:20
Bot → agent
RM
Rohan M.
IndiFly · in-app chat
“Web check-in stuck on seat selection”
bot escalated · needs agent
Voice00:48😟 tense
HI
VS
Vikram Singh
TransFreight · agent Sameer M.
Live transcript ⤢⬇ .txt⬇ audio
Customer: Pickup was supposed to be today, no one came.
Emailopen 40m
Being drafted
SK
Sara K.
IndiFly · agent Rahul T.
“Refund not received after 7 days”
reply drafting · AI suggested
New leads · 7 days
24
8 unworked
Qualified (SQL)
9
ready to convert
Lead → deal rate
28%
last 30 days
Avg first response
8m
SLA 15m
Leads
Lifecycle: AllOwner: Anyone
LeadCompanyContactSourceLifecycleScore
JM
Jaya Mehta
Owner Priya R.
Sundaram Castingsjaya@sundaram.inVoiceSQL88
AN
Ashok Nair
Owner Sameer M.
Nair Transports+91 90120 33xxxWhatsAppMQL64
DR
Deepak Rao
Owner Priya R.
Meena Logisticsdeepak@meenalog.inVoiceNew41
TC
TechCorp travel
Owner Neha K.
TechCorp Pvt Ltdtravel@techcorp.inVoiceNew57
Accounts
companies & customers
AccountTypeIndustryOpenHealth
BS
Bharat Steel Ltd
CompanySteel & metals4Healthy
GF
Godrej Foods Ltd
CompanyFood processing2Healthy
AM
Acme Mills
CompanyTextiles1At risk
TM
TVS Motors
CompanyAuto components1Healthy
MT
Meena Traders
CompanyRoad freight1Healthy
AD
Anita Desai
IndividualFrequent flyer1Gold
Enterprise Console/ Accounts / Bharat Steel
BS
Bharat Steel LtdCompany accountHealthy
Steel & metals · HQ Mumbai · 6 plants · customer since 2019
Account owner
Priya Rao
Plants / locations
6 active
Machines (assets)
18 weighbridges
Contract value
₹42L / yr
AMC renewal
Mar 2026
Open cases
4 · 1 P1
Open opportunities
2 · ₹8.9L
Lifetime value
₹2.1Cr
Outstanding
₹1.4L
Primary contact
Decision maker
RM
Rajesh Menon
HQ Admin · escalation owner
Phone
+91 98200 1xxxx
Email
rajesh@bharatsteel.in
Prefers
WhatsApp
Account details
IndustrySteel & metals
SegmentStrategic · Tier 1
GSTIN27AABCB1523P1ZT
Account ownerPriya Rao
Payment termsNet 30
Account hierarchy
HQ oversees all locations · support isolated to this enterprise
Corporate HQ · Mumbai
Rajesh Menon (HQ Admin)
Plant 2 · PuneP1
Plant 1 · Nashik1 open
Plant 3 · Aurangabad1 open
Plants 4–6clear
Communications
All channels · unified
WhatsApp · Sunil Pawar · 18m ago
"Weighbridge showing zero on Plant 2 line"
Voice · Rajesh Menon · yesterday
QBR — renewal & firmware advisory · 12m
Email · Accounts · 3 days ago
Invoice INV-2291 shared · ₹1.4L
Open cases (4)
View all →
Machine weight not showing
#T-4461 · Plant 2
P1
Load-cell error on startup
#T-4459 · Plant 1
In Progress
Contract & invoices
Open invoices →
AMC contract · CT-2024-018
₹42L/yr · valid to Mar 2026
Active
Invoice INV-2291
₹1.4L · due in 8 days
Due
Enterprise Console/ Accounts / Godrej Foods
GF
Godrej Foods LtdCompany accountHealthy
Food processing · HQ Mumbai · 3 plants · customer since 2021
Account owner
Sameer Kulkarni
Plants / locations
3 active
Machines (assets)
9 weighbridges
Contract value
₹28L / yr
AMC renewal
Aug 2026
Open cases
2
Open opportunities
1 · ₹1.7L
Lifetime value
₹1.3Cr
Outstanding
₹0
Primary contact
Decision maker
SB
Suresh Bhat
Head of maintenance · HQ
Phone
+91 98330 4xxxx
Email
suresh@godrejfoods.in
Prefers
Email
Account details
IndustryFood processing
SegmentGrowth · Tier 2
GSTIN27AAACG3456Q1ZR
Account ownerSameer Kulkarni
Payment termsNet 45
Account hierarchy
HQ oversees all locations
Corporate HQ · Mumbai
Suresh Bhat
Plant 4 · Nagpur1 open
Plant 2 · Vikhroli1 open
Plant 7 · Hyderabadclear
Communications
All channels · unified
Email · Suresh Bhat · 2h ago
"Batch printer not tagging on Vikhroli line"
WhatsApp · Plant 4 op · 1d ago
Console sync issue reported
Voice · Onboarding call · 6 days ago
New plant activation · 9m
Open cases (2)
View all →
Console won't sync readings
#T-4452 · Plant 4
Waiting
Printer not tagging batches
#T-4441 · Plant 2
New
Contract & invoices
Open invoices →
AMC contract · CT-2025-006
₹28L/yr · valid to Aug 2026
Active
Invoice INV-2280
₹7.0L · paid 12 Aug
Paid
AD
Anita DesaiIndividualGold flyer
IndiFly customer · Mumbai · with us since 2021
Preferred channel
WhatsApp
Loyalty tier
Gold · 42k mi
Lifetime bookings
12 trips
Lifetime value
₹3.4L
Avg CSAT
4.6 / 5
Contact & channels
Phone+91 98670 2xxxx
Emailanita.d@email.com
CityMumbai
LanguageHindi / English
Frequent flyerIF-8842190
Preferences
SeatAisle · front
MealVegetarian
Comms consentOpted in
Communications
All channels · unified
WhatsApp · 3m ago
"Need to change my flight PNR JH4K2P"
Email · 2 days ago
Refund confirmation · ₹6,200
Voice · 2 weeks ago
Baggage query · resolved · 4m
Open cases (1)
View all →
Flight change — PNR JH4K2P
#T-4470 · WhatsApp
New
Bookings & orders (12)
View all →
✈
BOM → DEL · PNR JH4K2P
Booked 08 Sep · ₹6,200
Change req.
✈
DEL → BLR · PNR RT9922
Flown 22 Jul · ₹4,800
Completed
MT
Meena TradersCompany account
Logistics client · Nagpur
Open deals
2 · ₹8.3L
Contacts
4
Open tickets
1
Company info
IndustryRoad freight
Size50–200
GSTIN27ABCDE1234F1Z5
OwnerPriya R.
Customer sinceMar 2024
Contacts
DR
Deepak Rao
Ops manager · +91 91xxx
Voice
RK
Ramesh Kumar
Dispatch · consignee
Customer
SM
Sana M.
Accounts
Billing
Active contracts
9
₹3.1Cr / yr
Renewals · 60 days
2
Acme Mills, Sun Castings
Machines covered
214
under AMC
Auto-renew on
6
of 9 contracts
Contracts
9 total
ContractEnterpriseTypeTermStatus
CT-2024-018
₹42L / yr
Bharat SteelAMC · 18 machinesApr 24 – Mar 26Active
CT-2025-006
₹28L / yr
Godrej FoodsAMC · 9 machinesAug 25 – Aug 26Active
CT-2023-041
₹15L / yr
Acme MillsAMC · 6 machinesNov 23 – Oct 25Renewal due
CT-2024-052
₹36L / yr
TVS MotorsSupply + AMCJan 24 – Dec 26Active
Outstanding
₹3.2L
2 invoices
Overdue
1
Acme Mills · 7 days
Collected · 30 days
₹41L
94% on time
Drafts
1
ready to send
Invoices
6 total
Status: All
InvoiceEnterpriseAmountDueStatus
INV-2298
Godrej Foods₹2,10,000not sentDraft
INV-2291
Bharat Steel₹1,40,000in 8 daysSent
INV-2285
Acme Mills₹1,80,0007 days overdueOverdue
INV-2280
Godrej Foods₹7,00,000—Paid
INV-2276
TVS Motors₹3,00,000—Paid
INV-2270
Bharat Steel₹42,000—Paid
Today's departures
42
6 within 3h
Open service requests
6
changes · refunds · check-in
Web check-ins today
1,204
92% self-serve
Refunds in progress
3
₹22,140
Bookings
Synced from IndiFly PSSLast sync 2 min ago · 09:42 ISTResync
Status: AllSearch PNR
PNRPassengerRouteDepartureLast contactStatus
JH4K2PADAnita DesaiBOM → DEL · IX-742Fri 19 Sep · 06:40WhatsApp ⤢Change requested
RT9922RMRohan M.DEL → BLR · IX-508Sat 20 Sep · 09:15In-app ⤢Check-in failed
PN7731SKSara K.BLR → BOM · IX-221Flown 12 SepEmail ⤢Refund pending
KM4410ISImran S.HYD → DEL · IX-330Today · 17:20Voice ⤢Confirmed
ZX2093PNPriya N.BOM → GOI · IX-611Today · 14:05WhatsApp ⤢Checked-in
Best Roadways · AI voice bot
Configure how the bot answers & acts for this client
Live
Persona & greeting
Language & voice
Hindi ✓English ✓Marathi +Kannada +
Riya (female · warm)
Auto-detect & switch language mid-call
Actions the bot can take
Track consignment
Live status + ETA lookup
Book pickup
Create consignment
Share POD / documents
Send on WhatsApp
Take payment
Payment link
Handoff & guardrails
Escalate to human agent
On complaint or 2 failed turns
Junk-call filter
Block repeat spam callers
Knowledge base
best-roadways-kb.yaml · 84 facts
DID routing
2271455206 → this bot
Help Center
Articles power the AI answer bot + agent replies + self-service
Search articles
Categories
Bookings & changes
9 articles
Web check-in
6 articles
Refunds & cancellations
7 articles
Baggage
5 articles
Weighbridge errors
12 articles
Console & sync
8 articles
Mobile app
6 articles
Tracking & pickups
10 articles
Popular articles
How to change your flight online
Bookings · updated 3d ago · 1,240 views
AI answer ✓
Web check-in: step-by-step
Web check-in · updated 1w ago · 980 views
AI answer ✓
When will my refund arrive?
Refunds · updated 5d ago · 1,510 views
AI answer ✓
Fixing E-LOADCELL-02 (weight not showing)
Weighbridge · updated 2d ago · 620 views
AI answer ✓
Console not syncing readings — checklist
Console · updated 6d ago · 410 views
Draft
Support performance
Last 7 daysAll groupsExport
First response time
22m
▲ 12% faster
Resolution time
4h 12m
stable
SLA attainment
94%
target 90%
CSAT
4.6 /5
312 ratings
Ticket volume — last 7 days
Mon
Tue
Wed
Thu
Fri
Sat
Sun
By group
Machine support41%
Airline ops28%
Logistics ops21%
Billing10%
AgentHandledAvg handleCSATSLA met
PRPriya R.
863:104.896%
SMSameer M.
724:024.591%
NKNeha K.
643:384.288%
ListBoard
Board
grouped by status · drag to move
Group: StatusFilter
New3
P1loadcell
Machine weight not showing
#T-4461 · Plant 2
SLA 18m
GP
P2damage
Damaged goods on arrival
#T-4463 · LR-88907
2h 40m
PR
P3booking
Flight change — PNR JH4K2P
#T-4470 · IndiFly
5h
NK
In Progress3
P2delay
Delivery delay — LR-88213
#T-4471 · Best Roadways
SLA 1h 52m
PR
P2
Load-cell error on startup
#T-4459 · Plant 1
3h
SM
P2check-in
Web check-in failing on app
#T-4466 · IndiFly
SLA 55m
NK
Waiting3
P2refund
Refund not received
#T-4464 · IndiFly
1d
NK
P3
Wrong delivery address
#T-4457 · LR-90233
6h
SM
P3
Console won't sync readings
#T-4452 · Plant 4
1d 4h
SM
Resolved2
P4
App login fails for operators
#T-4448 · Plant 5
CSAT 5.0
NK
P2
Billing dispute — folio
#T-4468 · Grand Sarovar
CSAT 4.0
GP
Admin Center · Statuses & workflow
Ticket workflow
Statuses and who can move a ticket between them · click a status to rename
New Assigned In Progress Waiting Resolved Closed
Reopenedcustomer replies on a Resolved ticket → back to Open
Statuses
Newsystem
Assigned / In Progressagent
Waitingagent
Resolvedagent · triggers CSAT
Closedauto · 48h
Transitions
New → Openauto on assign
In Progress → Waitingagent · needs customer
Any → Resolvedagent · requires resolution note
Resolved → Closedautomation · after 48h
Resolved → Reopenedcustomer reply
Admin Center · SLA & escalation
Escalation matrix
Auto-escalate by time, priority or SLA breach · business-hours aware · click cells to edit
LevelTriggerEscalate toNotifyAction
L1On assignmentAssigned agentIn-appRespond within SLA
L2No response 30m · or P1Team lead (group)WhatsApp + emailReassign
L3SLA breached · or 1hSupport manager+ CallRaise priority · add watcher
L4P1 unresolved 2hHead of Support+ SMSExec incident review
Applies to all groups · Add a per-group override (e.g. Machine support escalates faster for P1).
Admin Center · Teams & agents
Teams & agents
Machine support
4 agents
Logistics ops
5 agents
Airline ops
6 agents
Billing
3 agents
Machine support
Round-robin routing
Handles Udyog Yantra machine, weighbridge & console issues · Mon–Sat 8:00–20:00
Members
AgentRoleStatusLoad
PRPriya R.
Team leadOn call4
SMSameer M.
AgentOn call3
NKNeha K.
AgentAvailable1
RTRahul T.
AgentWrap-up2
Admin Center
Configure Best Roadways — channels, ticketing, knowledge, team & reports.
Search settings
Channels & messaging
Omnichannel inbox
Live
WhatsApp Business
Live
Email
Live
Web & in-app chat
Live
Voice & dialer
Live
Ticketing & workflow
Ticket views & queues
Live
Fields & forms
Configure
Ticket types & statuses
Live
SLA policies
Live
Escalation matrix
Live
Triggers & automations
Live
Macros & canned replies
Live
Skills-based routing
Configure
Merge, link & tags
Live
Knowledge & self-service
Knowledge base
Live
Customer portal
Live
AI answer bot
Live
Community forum
Configure
People, teams & access
Agents & teams / groups
Live
Roles & permissions
Live
Business hours & calendars
Configure
SSO / SAML
Configure
Brands / multi-tenant & HQ
Live
Audit log
Configure
Analytics & quality
Dashboards & reports
Live
CSAT & surveys
Live
Live monitor & QA
Live
Custom report builder
Configure
Business rules
click values to edit · toggles to switch on/off
SLA policiesTriggersAutomationsMacrosEscalation
SLA policyFirst responseResolutionApplies to
P1 · Critical
urgent priority
15 min2 hrsP1
P2 · High
30 min4 hrsP2
P3 · Medium
2 hrs1 dayP3
Enterprise · Auxilo
by brand
10 min1 hrBrand
Active triggers & automations
Auto-assign by keyword & skill
When: subject contains “refund” → Group: Billing
Escalate on SLA breach
When: SLA < 15m → notify supervisor + raise priority
Group common incidents
When: 3+ same error in 48h → create incident & link
CSAT survey on resolve
When: status → Resolved → send survey on same channel
Customer self-service · Best Roadways
How can we help?
Search — e.g. “track my consignment”, “change flight”…
Track a shipment
Live status & ETA
Raise a request
Get help in your language
Browse help articles
Self-serve answers
Popular articles
Where is my consignment?
How to book a pickup
Download proof of delivery
My requests
Delivery delay
#T-4471
In Progress
Damaged goods
#T-4463
New
New ticket
Draft
Log a case on behalf of a customer — Tyvra captures the enterprise, machine & error context automatically.
SP
Sunil PawarBharat SteelIdentified
Plant head · Plant 2, Pune · +91 90xxx
Change
Auto-translated from Hindioriginal message preserved on the ticket
weighing_screen.png auto + Photo+ Document+ Voice note
AI recommends
Priority P1Type: IncidentGroup: Machine supportMatches incident INC-12 · 2 similar open
Properties
Captured automatically
Bharat Steel → Plant 2 → Sunil → Weighbridge → Issue
EnterpriseBharat Steel
LocationPlant 2 · Pune
ProductWeighbridge
Machine IDUY-WB-2291
Firmwarev3.4.1
Error codeE-LOADCELL-02
Pulled from the machine & the requester's number — no need to ask the customer.
HQ Portal
Load-cell error across plantsINC-12Investigating
3 tickets · 3 plants reported E-LOADCELL-02 in the last 48h · grouped automatically
Likely root cause
Firmware v3.4.1 has a load-cell calibration bug. Fix v3.4.2 is rolling out to affected machines. AI-identified from 3 matching error signatures.
Broadcast update to all affected
We've found the cause and are pushing firmware v3.4.2 to your machine. Please restart in ~10 minutes.
Sends on each requester's own channel (WhatsApp / voice)
Grouped tickets (3)
SP
#T-4461 · Plant 2
Sunil Pawar · WhatsApp
New
AD
#T-4459 · Plant 1
Anil D. · WhatsApp
In Progress
KJ
#T-4455 · Plant 6
Kavita J. · Voice
New
+ Link another ticket
Section
Designed next — not part of this clickable preview yet.