CS Console
Your updates
Mentions, decisions, assignments, and the activity that needs your attention.
CS Console
Navigation, widgets, account tools, user management, and personal layout settings operate as independent contributions to the shell.
Manager metrics
Twelve organization signals, compared with leadership targets and recent direction.
See the overall health signal, its supporting metrics, and the published workbook drivers behind the score.
Organization health
The central score from the active Master Book publication for the selected team and date range.
No complete observation for this scope.
The current publication, target, status, and recent direction for the metrics that explain organizational health.
| Metric name | Current score | Target score | Status | Trend line |
|---|
The published driver scores and the canonical metrics that contribute to each driver.
| Driver name | Current metric | Metrics that contribute to the score | Readout |
|---|
Rank specialists from the canonical Performance scorecards for the selected reporting range.
| Rank | Specialist | Team | Score | Status | Strength | Watch out | CSAT | Ticket count | FRT | MRT | FCR |
|---|
Open the same performance scorecard a specialist sees, then move between active people from User Management.
The selected person's four fastest signals for this range.
Current result, leadership target, health status, and trend direction.
| Metric | Current range | Target | Status | Trend |
|---|
Eight weekly checkpoints ending with the selected range.
Update the active leadership target set used across personal and manager scorecards.
Historical Monday-through-Sunday metric publications, newest first.
| Week | Org Health | Tickets | Human-led Tickets | CSAT | FRT | MRT | TTR | FCR | Sana Completion |
|---|
Shared definitions, leadership targets, direction, and interpretation caveats.
| Metric | Definition | Target | Direction | Caveat |
|---|
Set an organization target or mark a metric as having no fixed target.
Personal performance
Your four fastest signals for the selected time range.
Current result, target, health status, and trend direction.
| Metric | Current range | Target | Status | Trend |
|---|
Eight weekly checkpoints ending with the selected range.
Update the active leadership target set used across scorecards.
Personal account
Your account identity and authentication settings remain server canonical.
Keep custom and Intercom photos separately, then choose which source CS Console displays.
Stored privately by CS Console.
Matched through your canonical Intercom admin identity.
Safe refreshPulling from Intercom refreshes only the stored Intercom copy. Your custom upload and active selection remain unchanged unless Intercom is already selected.
Confirm your current password, then choose a new password.
Workspace administration
Personal preferences
Account appearance
Choose a complete interface package. Each package can safely coordinate colors, assets, placement, and component variants.
The current CS Console design is preserved as Classic. Selections are saved to your account and version checked by the server, while incomplete packages cannot replace the working interface.
Loading package contract…Workspace administration
Email is the canonical primary contact for every account.
| User | Workforce | Team and role | Schedule | Status | Actions |
|---|
Update the account and workforce defaults for this person.
Workspace administration
Workforce management
Effective-dated scheduling
Draft, schedule, cancel, or reverse a change without rewriting historical schedules.
Draft schedule change
Choose the effective date, select teammates, and set the schedule that applies from that date forward.
Review before scheduling
Compares forecast coverage before and after the proposed schedules. Only newly undercovered or worsened periods require attention.
Every selected teammate receives a complete schedule version from the effective date onward.
This updates the draft only. The current schedule remains unchanged.
Workforce planning
Weekly demand
Project each Monday–Sunday week from the clean Total-ticket growth trajectory. Long-range demand keeps moving conservatively; Fin Automation improvements count only after they are proven in completed Master Book weeks.
This is the saved staffing forecast. Holiday staffing changes availability only and never changes these demand inputs or hourly requirements.
Your assigned role can review Planning but cannot change or save forecasts.
Enter the percentage of a normal week’s Human Led volume assigned to each day. Holiday Planning adjusts this pattern for a specific Monday–Sunday week, then normalizes it back to 100%.
Each day’s 24 hourly percentages must independently total 100%. V1 keeps this hourly shape when a holiday changes the daily ticket total.
CSV format: the first column is hour; columns are Sunday through Saturday; the first data row is weekly_day_percentage; the next 24 rows are hours 00:00 through 23:00.
These results describe a normal week. Holiday projections are versioned separately and never overwrite these inputs.
Calculation is available after the weekly day percentages total 100% and every day’s hourly percentages total 100%.
These bounded inputs control the server calculation. Defaults are based on the completed walkback test.
The latest six clean weeks establish today’s Total-ticket level. A robust long-term trend moves near-term weeks cautiously and continues at 10% strength farther out, so the projection never freezes after Christmas. Fin Automation is held at its proven recent median unless its trajectory worsens; predicted improvements never reduce staffing. Holiday weeks and isolated 30% bookended spikes do not train the normal baseline.
Server-saved Human-led demand by Monday–Sunday week. Low-confidence holiday estimates never apply silently.
| Week | Total forecast | Automation | Human-led baseline | Holiday | Final Human-led | Status |
|---|
Weekly decision
Demand + capacity
See how each holiday changes the expected Human Led week, who is unavailable, and whether hourly coverage stays safe. Preview never changes live staffing until its layer is activated.
Matching holiday names on the same date are grouped for clarity. Regional calendars and calculations remain separate underneath.
| Holiday | Dates | Week demand | Projected holiday date | People unavailable | Coverage | Demand / staffing |
|---|
Try a wider date range or clear the filters.
Capacity entitlement
Assign one effective-dated Holiday Set per specialist. No assignment is valid and leaves the normal schedule unchanged.
Choose Holiday Sets for any number of people, then use the single Save assignments button. One click checks the 12-month staffing impact and continues through the save.
Administrator controls
Country calendars are editable operational templates. Runtime calculations use these versioned workspace records—not country-name rules in the application.
Fixed, moving, one-off, and officially published occurrences.
Reusable entitlement collections assigned to specialists.
Every publication, override, activation, and rollback is retained.
The timeline is displayed in one planning time zone. Every block is stored as a UTC instant with its source time zone retained.
Your assigned role can review day plans but cannot change absences, blocks, or saved capacity snapshots.
Save a valid forecast on the Forecasting tab to populate required technicians for this weekday.
Hourly coverage shows scheduled technicians against forecast need. The scheduled count uses the lowest 30-minute capacity inside each hour.
Check a person to remove all of their capacity from this planning day. Their underlying default schedule remains unchanged.
Times are entered in the selected planning time zone and saved as UTC instants.
Workforce management
Rename and reorder columns, or create a new canonical status option.
Workforce management
Times are entered in the selected calendar timezone and stored as UTC instants.
Add the reason that will appear in the person’s request history.
Create an attributable coverage assignment and materialize its green block in Day Planner.
Workforce management
Requests that have not yet been approved or denied.
Recent time off requests and their outcomes.
Workforce request
Submit time away in your account timezone for manager review.
Request decision
Pending request
This removes the request from manager review and moves it to your history.
Approved time off
This removes the approved absence and recalculates Calendar and Planning capacity.
Click and drag across dates to select the conversations you want to analyze.
Server-owned, message-activity-based pulls for QA analysis.
| Date range | Status | Stage | Progress | Conversations | Updated | Actions |
|---|
Choose a prompt from the library or create a new one.
Every exported range and imported LLM result, latest first.
| Job | Reporting period | Prompt version | Conversations | Completed | Status |
|---|
Workspace module
Loading server-canonical tasks.
Create a task or change the current search and completed-task filters.
Tasks
Create a new task in your private task list.
Updates, decisions, and questions about this task.
System history cannot be edited.
Reusable fields
Personal fields are yours. Shared fields are available across the organization.
Bring the previous Los Angeles day into CS Console, process its conversations, and preserve an audit trail through one durable queue.
The independent server runner checks the durable queue every minute. Opening this page is not required.
Reading durable queue status…
Checking the independent runner…
No run yetPin the exact Prompt Library version and model controls used after each verified conversation pull.
Every run records the exact request, raw response, validation result, and event log.
Audit guarantee: Downloads come from the immutable files captured during processing. Later prompt edits or conversation repulls will not rewrite them.
Review timing, configuration, results, and errors for each processed Los Angeles day.
| Processed date | Status | Triggered / ended | Duration | Model | Results | Actions |
|---|---|---|---|---|---|---|
| No automated QA processing runs yet. | ||||||
Queue behavior: Intercom Metrics completes before Intercom Conversations starts. Automated QA begins as soon as that exact frozen conversation archive is verified; it does not wait for Sana. Sana runs weekly on Monday and keeps its own provider lock. A manual provider job temporarily pauses only the matching provider queue.
Immutable run audit
Loading the server-owned event history.
Synthetic integration audit
Nothing here is saved to QA records.
The authorization secret and provider response headers are intentionally excluded. The request body and provider response below are otherwise shown exactly as this test used them.
Verify the commitments, owners, availability decisions, and proposed routes seen by the server before assignment writes are enabled.
Unresolved routing failures only. Alerts are sent after a failure remains unresolved for one hour. Confirmed closed work is resolved automatically. Historical deadlines and normal scheduled waiting are excluded. Reading an alert does not resolve a failure.
This note is added to the linked conversation immediately after every verified round-robin reassignment.
**bold** text is supported. Saving here changes future reassignment notes only.
Conversation and ticket links open the original Intercom work item in a new tab. Refreshing this page only rereads the server audit records.
| Update time | Work item | Observed assignee | Observed availability | Proposed assignee | Decision |
|---|
No upcoming Provide Update At commitments have been observed yet.
Every external assignment and note attempt is retained with its request and provider result.
| Recorded | Result | Work item | Before | Requested | After | Details |
|---|
No assignment or note writes have been attempted.
Assignment writes are disabled.This page cannot enable the independent server-side write gates.
Package reviewed conversations and team feedback into one structured JSON file.
The date range uses when the review was addressed, in the workspace timezone.
Exports include confirmed and rejected reviews, individual false-positive decisions and explanations, transcripts, and discussion threads. Selecting all team members also includes reviews without attribution.
Combine future demand, effective recurring schedules, planned changes, and real availability in one LLM-ready JSON file.
Dates use the active forecast timezone. Published future schedule versions are resolved automatically.
Export recurring schedules or turn a contract-valid JSON file into a future schedule draft.
Download every active teammate’s currently effective recurring schedule in an import-ready file.
Loading active teammates…Give this file and your text schedule to ChatGPT. It includes the strict schema and exact teammate directory.
Calculating safe effective date…Validate a schedule-import.v1 file, create a draft, then continue through coverage review before publishing.
JSON only · 2 MB maximumNo imported schedule can skip the existing coverage-impact review and explicit publication confirmation.
The validator will match teammates, enforce the contract, compare against the schedule already effective at the change boundary, and exclude unchanged rows.
Conversation, response, rating, and Fin performance data.
Stage the selected range first. Review the completed pull, then apply it to canonical metric tables. Ratings use the date they were received and refresh even when the rest of a date is already covered.
Current server-owned job state for the selected range.
Applying a completed pull writes versioned metric publications and specialist periods. Master Book and Performance subscribe to the publication event and refresh from those canonical tables.
Ranges currently available to Master Book and Performance.
No Intercom ranges have been applied yet.
View, filter, cancel, reset, and apply server-owned Intercom jobs.
| Date range | Status | Stage | Progress | Updated | Actions |
|---|
No pull jobs yet.
Loading server-owned job details.
Waiting for the latest durable progress update.
How each requested date was fetched, reused, or assigned to wait.
| Date | Action | Coverage at plan | Claim owner |
|---|
No day plan was recorded for this job.
Server events for this pull, newest first.
No events were recorded for this job.
CS Console
Your workspace session has ended.