Good afternoon, Amira
Your agent has handled 23 cases this week without human intervention. Here's what needs your attention.
Case Queue
Click a case to see the agent's reasoning.
| Case | Student | Category | Sentiment | Urgency | Agent Decision | Status | |
|---|---|---|---|---|---|---|---|
| #1042 | Layla Al-Farsi 2 min ago | Accommodation | negative | high | Monitoring | New | Open |
| #1044 | Marcus Chen 18 min ago | Wellbeing | negative | critical | Awaiting Approval | Awaiting Approval | Open |
| #1043 | Priya Sharma 1 h ago | Fees | neutral | medium | Monitoring | In Progress | Open |
| #1041 | Ahmed Yusuf 2 h ago | IT Support | negative | medium | Auto-Recovery | In Progress | Open |
| #1040 | Sophie Laurent 3 h ago | Course Access | neutral | low | Monitoring | In Progress | Open |
| #1039 | Daniel Okafor 4 h ago | Accommodation | negative | high | Auto-Recovery | In Progress | Open |
| #1038 | Emma Wilson 5 h ago | IT Support | positive | low | Auto-Recovery | Resolved — Auto-Recovered | Open |
| #1037 | Ravi Patel 6 h ago | Fees | negative | high | Escalated | Escalated | Open |
| #1036 | Isla Thompson 7 h ago | Course Access | neutral | medium | Auto-Recovery | Resolved — Auto-Recovered | Open |
| #1035 | Omar Hassan 8 h ago | Wellbeing | negative | critical | Escalated | Escalated | Open |
| #1034 | Chloe Martin 9 h ago | Accommodation | neutral | low | Monitoring | In Progress | Open |
| #1033 | Yusra Karim 10 h ago | IT Support | positive | low | Auto-Recovery | Resolved — Auto-Recovered | Open |
| #1032 | Thomas Nguyen 11 h ago | Course Access | negative | medium | Auto-Recovery | In Progress | Open |
Agent Activity
Live stream
Detected dissatisfaction signal in Case #1042 — sentiment: negative, urgency: high.
just now
Case #1044 held for manager approval — repeat contact + distress indicators.
3 min ago
Case #1038 auto-resolved: IT reset completed, student confirmed satisfied.
12 min ago
Personalised apology sent to Case #1036 with maintenance schedule.
24 min ago
Root cause logged: mobile portal tickets not auto-assigned (3rd occurrence this month).
41 min ago
Case #1033 auto-resolved: password reset guide sent, student confirmed access restored.
1 h ago
Sentiment shift detected in Case #1032 — moved from neutral to negative.
1 h ago
Case #1037 escalated to Finance Manager — repeat fee dispute.
2 h ago