Home - CALLIQ

Total calls today

96

+1.4%

+1% more than yesterdayLive volume

AI resolution percentage

77%

+4.2%

23% routed to specialistsTarget 75%

Average reply time

1.0 s

-0.2s

0.2 s faster than SLA (1.2 s)Optimal

Accumulated cost today

AED 43

-8.5%

AED 0.45 avg cost per callWithin budget

Needs attention

5 open alerts

Diagnostic failures and high-priority threshold breaches requiring intervention

See all 5 alerts

Lost Card Blocking

Live · V2

since 07:02

9 failed

9 of 15 calls failed (60%) in 15 minutes

Voice gateway timeout detected during automated card lock validation step.

Failure rate:60%

See calls

Lost Card Blocking

Live · V2

since 06:30

11 impacted

11 callers waited over 30 s

Queue hold times exceeding threshold for urgent replacement requests.

3 hung up6 answered late2 waiting now

Avg queue wait:42.4 s

See calls

Card Services Assistant (Arabic)

Live · V2

since 06:25

3 dropped

3 transfers to a person weren't answered in 1 hour

Regional team routing reached retry limit without tier-2 specialist pickup.

Escalations missed:3 calls

Edit transfer number

Card Activation Helper

Live · V3

since 05:45

Line down

Number +971 4 555 0141 is offline

Inbound SIP trunk reported SIP 503 Service Unavailable from telecom carrier.

Line status:Offline

Test the line

VIP Banking Concierge

Live · V1

since 07:10

Capacity 88%

Elevated queue latency across 4 concurrent sessions

High volume of multilingual identity inquiries approaching agent capacity limit.

Active sessions:4 / 4 peak

Adjust capacity

Automated failover routing is active for UAE regional voice carriers.

Configure alert thresholds

Real-Time Telemetry

Live Operations & Fleet Monitor

Live now

9 calls now

Active concurrent voice sessions across UAE channels

Details

7 Healthy (78%)2 Critical / Delay (22%)

+971 58 ••• 1186• Lost Card Blocking

Waiting 47 sLost Card Blocking

00:47

health: 42%

+971 50 ••• 9402• Card Services Assistant

Slow replies · 2.6 sCard Services Assistant

02:14

health: 30%

+971 52 ••• 4410• Card Activation Helper

Active · 1.0 sCard Activation Helper

01:05

health: 96%

+971 55 ••• 8831• Lost Card Blocking

Active · 0.9 sLost Card Blocking

03:22

health: 98%

+971 56 ••• 2039• PIN Reset Assistant

Waiting 24 sPIN Reset Assistant

00:24

health: 65%

+971 50 ••• 7194• Dispute Claim Intake

Active · 1.1 sDispute Claim Intake

04:50

health: 92%

+971 54 ••• 3381• Card Services Assistant

Active · 0.8 sCard Services Assistant

01:42

health: 95%

+971 58 ••• 5520• Account Balance Query

Active · 1.2 sAccount Balance Query

00:58

health: 89%

+971 52 ••• 1904• Travel Notice Registration

Active · 1.0 sTravel Notice Registration

02:30

health: 94%

Showing 9 of 14 active lines5 more calls

Agents

14 configured

AI voice agents deployed across customer touchpoints

Manage

10 Live2 Test0 Stopped2 Draft

hala

Draft

VIP Escalations

0 calls

avg: —

Lost Card Blocking

Live · V2

Emergency / Card Lock

34 calls

avg: 1.0 s

Card Services Assistant (Arabic)

Live · V2

Customer Care UAE

28 calls

avg: 1.1 s

Card Activation Helper

On test · V3

Onboarding Flow

12 calls

avg: 1.4 s

PIN Reset Assistant

Live · V1

Self Service

16 calls

avg: 0.9 s

Dispute Claim Intake

Live · V1

Risk & Operations

6 calls

avg: 1.2 s

10 active in productionView all 14 agents

Customers to follow up

4 items

Active queue of unresolved customer interactions requiring supervisor or human agent triage

High-Priority Incident Queue

Status	Time	Customer & Phone	Incident Summary	Voice Flow
Missed	07:14 AM	Tariq Al-Mansoor+971 50 ••• 9214	Caller dropped after 34s queue delay in Card Activation Flow V32 attempts	Card Activation Helper
Open Case	06:52 AM	Layla Haddad+971 55 ••• 4108	Disputed international transaction; bot could not verify OTP in time	Fraud & Disputes V2
Missed	06:30 AM	Zaid N. Qasimi+971 58 ••• 1186	Transfer to UAE human specialist timed out (over 60s without answer)3 attempts	Card Services Assistant
Open Case	05:48 AM	Mariam Al-Sayed+971 52 ••• 7831	Lost debit card block pending secondary Emirates ID credential review	Lost Card Blocking V2

Missed07:14 AM

Tariq Al-Mansoor

+971 50 ••• 9214

Caller dropped after 34s queue delay in Card Activation Flow V3

Card Activation Helper

Open Case06:52 AM

Layla Haddad

+971 55 ••• 4108

Disputed international transaction; bot could not verify OTP in time

Fraud & Disputes V2

Missed06:30 AM

Zaid N. Qasimi

+971 58 ••• 1186

Transfer to UAE human specialist timed out (over 60s without answer)

Card Services Assistant

Open Case05:48 AM

Mariam Al-Sayed

+971 52 ••• 7831

Lost debit card block pending secondary Emirates ID credential review

Lost Card Blocking V2

Agent Configuration

Draft v2.4

Configure parameters, memory limits, and security routing rules

Live SyncedSaved · 11:17

Workflow Steps

Protected Pipeline

Compliance and identity rules override conversational memory in all channels.

Opening lineFirst spoken sentence

Say that callers are talking to an AI, for example “virtual assistant”.

Instructions0 / 8,000

Protected steps

The agent always does these, whatever the instructions say.

Verify the callerProtected

Before any action that reads personal data, changes something or moves money

How

Tries before it fails

If it fails

Confirm before actingProtected

The agent says what it will do and waits for a spoken “yes” before any action.

What the agent says

EnglishTo confirm: I will block your card ending 4821. Shall I go ahead?

Transfer to a personProtected

Always on: the caller can ask for a person at any time.

Always on

Add the Transfer to a person action so this works.

Closing line

Saved as a draft once it has a name

CALLIQ|Meridian Bank · Cards (UAE)

System Health99.98%

Auto-saved at 07:14 GST

Workspace v2.4

Encrypted Node