Global Platform Overview
⌕ Search tenants…
✦ AI monitor activeTotal tenants
142
↑ 12 this month
Active (paid)
118
83% retention rate
MRR
₹4.93L
↑ 18% vs last month
Global tickets today
8,420
Across all tenants
✦ AI triage accuracy
94.2%
↑ 0.8% this week
Platform uptime & performance
99.97%
API uptime (30d)
142ms
Avg API latency
2.1s
AI copilot load
Revenue breakdown
Enterprise (6 tenants)₹72,000
Business (28 tenants)₹1,67,972
Growth (61 tenants)₹1,82,939
Starter (47 tenants)₹70,453
Tenants at churn risk
AI detected 4| Tenant | Plan | Health | Signal | |
|---|---|---|---|---|
| SkyHomes Realty | Starter | At risk · 41 | No tickets 14d | |
| SwiftFix Mumbai | Growth | At risk · 38 | 3 SLA breaches | |
| GreenLeaf EdTech | Starter | Passive · 52 | No AI used |
AI platform health
94.2%
Triage accuracy
67%
Bot resolution
2.1s
Copilot speed
✦ Triage accuracy up 0.8% this week. Top misclass: AMC vs Service visit (4.2%). Training update scheduled for next deploy.
Platform AI · Auto-generated daily
⚡ Bot resolution dropped 3% for SaaS tenants — new billing queries not in training set. KB update recommended.
Action required
📊 Bot handled 5,842 queries today autonomously — equivalent to ~48 agent-hours saved across all tenants.
Efficiency report
Recent activity
TechForge B2B upgraded to Business
2h agoLearnPath EdTech enabled AI Copilot
5h agoSkyHomes Realty payment overdue 7d
1d agoRapidSaaS India new tenant onboarded
2d agoTenant Management
⌕ Search tenants…
Total tenants
142
↑ 12 this month
Trial tenants
18
Expires within 14d
Churn this month
3
↑ 1 vs last month
Avg tickets/tenant/mo
59
All plans combined
All tenants (142)
| Company | Plan | Industry | Agents | Tickets/mo | MRR | Health | ✦ AI usage | Status | Actions |
|---|---|---|---|---|---|---|---|---|---|
CoolBreeze Appliances Mumbai · Jan 2024 | Business | Appliance | 24 | 842 | ₹5,999 | Champion | All 8 features | Active | |
LearnPath EdTech Bangalore · Mar 2024 | Growth | EdTech | 12 | 431 | ₹2,999 | Champion | Copilot + Bot | Active | |
RapidSaaS India Delhi · Jun 2024 | Growth | SaaS | 8 | 312 | ₹2,999 | Passive | Triage only | Active | |
SkyHomes Realty Pune · Aug 2024 | Starter | Real estate | 4 | 112 | ₹1,499 | At risk · 41 | None | Overdue | |
TechForge B2B Hyderabad · Oct 2023 | Business | SaaS | 18 | 641 | ₹5,999 | Champion | All 8 features | Active |
✦ AI Performance Monitor
⌕ Filter by tenant…
Triage accuracy (global)
94.2%
↑ 0.8% this week
Bot resolution rate
67%
33% escalated to human
Copilot reply acceptance
58%
Agents use AI suggestion
Predictive SLA accuracy
91%
True positive rate
Triage accuracy by tenant
| Tenant | Accuracy | Top misclassification | Volume | Trend |
|---|---|---|---|---|
| CoolBreeze Appliances | 96.8% | AMC vs Service | 842 | ↑ Improving |
| TechForge B2B | 95.1% | Bug vs Feature | 641 | ↑ Improving |
| LearnPath EdTech | 91.4% | Doubt vs Tech issue | 431 | → Stable |
| RapidSaaS India | 88.7% | Billing vs Account | 312 | ↓ Declining |
AI feature adoption across tenants
AI Triage89% of tenants
AI Copilot74% of tenants
WhatsApp Bot68% of tenants
Sentiment Monitor61% of tenants
Predictive SLA55% of tenants
Voice-to-ticket22% of tenants
AI health recommendations
🎯 RapidSaaS India accuracy dropped to 88.7% (from 93% last month). Cause: new billing queries since Apr 1 pricing change. Add 20+ billing examples to training corpus for this tenant.
Action required · RapidSaaS India
📈 Copilot acceptance rate 58% overall — LearnPath leads at 78%. Analysing their agent feedback to improve suggestions platform-wide.
Optimisation in progress
✅ Predictive SLA model: 91% of predictions accurate, 4.2h avg warning window, zero false positives this week.
SLA AI health: Good
⚡ Voice transcription error rate 3.2% (technical product names). Adding product catalogue context to Whisper prompts — next deploy.
Dev ticket: WD-484
Bot performance today
5,842
Queries handled
67%
Without human
1.8
Avg turns to resolve
22s
Avg escalation time
Billing & Revenue
MRR
₹4,93,364
↑ 18%
ARR (projected)
₹59.2L
At current growth
New MRR this month
₹47,284
12 new tenants
Churned MRR
₹8,997
3 churned tenants
Upcoming renewals (30 days)
| Tenant | Plan | Renewal date | Amount | Risk |
|---|---|---|---|---|
| CoolBreeze Appliances | Business | Apr 28 | ₹5,999 | Low |
| TechForge B2B | Business | May 2 | ₹5,999 | Low |
| SkyHomes Realty | Starter | May 5 | ₹1,499 | High – overdue |
| RapidSaaS India | Growth | May 8 | ₹2,999 | Medium |
AI revenue opportunities
💡 14 Starter tenants consistently hit the 200 ticket/mo limit. Nudging them to Growth could add ₹20,986/mo MRR.
Revenue opportunity · Run campaign →
💡 8 Growth tenants have 10+ agents active — near plan cap. Proactive upgrade conversation recommended before they hit the wall.
Expansion opportunity
💡 RapidSaaS India hasn't used AI features despite being on Growth. AI usage demo may prevent churn and drive upgrade.
Churn prevention + upsell
System Health
All systems operationalAPI uptime (30d)
99.97%
2 minor incidents
Avg API latency
142ms
p99: 380ms
DB connections
84/200
42% utilisation
Job queue depth
12
Jobs pending
Service status
API Gateway
142msOperational
PostgreSQL (ap-south-1)
8msOperational
Redis / BullMQ
2msOperational
Claude API (AI layer)
1.8s avgOperational
WynReach / WhatsApp
440msOperational
Whisper (Voice API)
4.1s ⚠Degraded
Cloudflare R2 (files)
28msOperational
Recent incidents
Whisper API latency spikeOngoing
Voice transcription avg 4.1s (SLA: 3s). OpenAI investigating. No data loss.
WynReach delivery delayApr 18 · Resolved
18-min WhatsApp delay. Meta API timeout. 2,841 messages delayed. Resolved.
Business Overview
⌕ Search…
Open tickets
87
↑ 8 from yesterday
Resolved today
34
↑ 22% vs last week
SLA breaches
3
Action required
CSAT avg.
4.4 ★
↑ 0.2 this month
✦ AI insight today: Monday volume +34% above average — 2 extra agents recommended for morning shift. Arjun P.'s SLA rate declining to 72% — workload review suggested.
Team performance
| Agent | Assigned | Resolved | Avg time | CSAT | SLA% | ✦ AI assessment |
|---|---|---|---|---|---|---|
RK Ravi Kumar | 18 | 16 | 3.8h | 4.7★ | 94% | Strong performer |
SM Sneha M. | 14 | 13 | 2.9h | 4.5★ | 100% | ✦ Best for escalations |
AP Arjun P. | 11 | 8 | 5.2h | 3.9★ | 72% | ⚠ Needs check-in |
DV Dev Verma | 9 | 9 | 2.4h | 4.8★ | 100% | ✦ Top performer |
Escalations
3 unresolved| Ticket | Customer | Reason | ✦ Sentiment | Time |
|---|---|---|---|---|
| #TK-1042 | Priya Sharma | SLA breached 2h | 😤 18 | 12:01 PM |
| #TK-1038 | Rohan Shah | Negative feedback | 😐 42 | 10:45 AM |
| #TK-1031 | Vikram Nair | SLA breached 4h | 😤 22 | Yesterday |
AI Insights
🔍 18% of installation complaints this month → 3-phase wiring issues. Add power-type check to pre-visit form.
24 tickets · View all →
📈 Monday volume spikes +34%. Add 1 extra agent Monday mornings to prevent SLA breaches.
90-day trend analysis
⚠️ Rohan Shah: 3 poor ratings in a row. Health score dropped to 41. Proactive outreach recommended.
At-risk customer alert
Customer health
62%
Champion
24%
Passive
14%
At risk
Priya SharmaChampion · 88
Rajan PillaiChampion · 82
Vikram NairPassive · 64
Rohan ShahAt risk · 41
✦ AI Insights
Powered by ClaudePatterns detected
14
This month
Recommendations acted on
8
57% action rate
At-risk customers
4
Proactive outreach needed
Referrals generated
34
18 converted to CRM leads
🔍 Pattern: 3-phase wiring installation complaints
18% of installation complaints this month (24 of 133 tickets) cite 3-phase wiring issues. Customers report technician arrived but couldn't complete due to single-phase supply.
✦ AI Recommendation
Add a mandatory pre-visit confirmation question: "Does your home have a 3-phase power supply?" in the Installation ticket creation form. This prevents wasted field visits and customer frustration.
📈 Pattern: Monday morning volume spike
Ticket volume is 34% higher every Monday 9–12 AM vs weekly average. 80% of Monday SLA breaches happen in the first 3 hours.
✦ AI Recommendation
Schedule 1 additional agent on Monday 9–12 AM. This single change will reduce Monday SLA breach rate from 24% to below 8% based on current patterns.
⚠️ Customer health alert: Rohan Shah
Health score dropped from 74 → 41 in 30 days. Triggers: 2 escalations, CSAT dropped from 4.1 to 2.8, last ticket re-opened twice.
✦ AI Recommendation
Assign all future tickets to Dev Verma (100% SLA, 4.8★). Make proactive call. Do not trigger referral engine until score recovers above 55.
⭐ Star performer: Dev Verma
Dev Verma: 100% SLA compliance, 4.8★ CSAT, 2.4h avg resolution — 34% faster than team average. He sends avg 4 messages/ticket vs team avg 2.1.
✦ AI Recommendation
Route all high-priority escalations to Dev during his hours. Share his communication templates with the team — proactive messaging is driving the higher CSAT.
Reports & Analytics
✦ AI summary includedTickets resolved
842
↑ 18%
Avg. resolution time
3.6h
↓ 12% improvement
SLA compliance
91%
↑ 4%
Referrals generated
34
18 converted to leads
Ticket volume by type
Installation324 (38%)
Complaint248 (29%)
Service visit186 (22%)
AMC renewal84 (10%)
SLA compliance by type
AMC renewal (72h)99% met
Service visit (24h)97% met
Installation (4h High)94% met
Complaint (2h High)78% met
AI-generated report summary
This month saw the best SLA performance (91%) and lowest resolution time (3.6h). Key driver: Dev Verma's 100% SLA rate and Sneha M. handling escalations effectively as team lead.
✦ Generated from 842 tickets · Confidence 97%
⚠️ Arjun P. SLA rate declining (72% → 68% trend). His avg resolution time 5.2h is 44% above team avg. Check-in recommended.
Action recommended
Referral engine: 34 referrals generated (4% of closed tickets), 18 converted (53%). Referral customers show 31% higher LTV in WynCRM.
Referral ROI insight
NPS / CSAT trend
84
NPS Score · 47 responses
62%
Promoters
22%
Passive
16%
Detractors
Configuration
Appliance ServiceTemplates
Ticket types
Workflow builder
SLA rules
Automations
✦ AI settings
Industry templates
Appliance service
Post-sale field service
installationcomplaintamcEdTech / LMS
Student support
doubtmentorSaaS / B2B
Technical support
bugbillingReal estate
Post-handover
Custom
Build from scratch
AI settings
AI ticket triage
Auto-classify and route incoming tickets
Agent AI Copilot
Reply suggestions, tone check, KB pull
Predictive SLA warning
Alert 2h before predicted breach
WhatsApp AI Bot
Tier-1 auto-resolution via WhatsApp
Real-time sentiment monitoring
Score every customer message 0–100
AI pattern insights (nightly)
Detect trends across ticket corpus
Customer health score
Weekly Champion / Passive / At Risk scoring
Voice-to-ticket (field exec)
AI transcribes voice notes to ticket updates
SLA rules
| Ticket type | Priority | SLA target | Business hours? | Breach action |
|---|---|---|---|---|
| Installation | High | 4 hours | Yes | Escalate to Team Lead |
| Complaint | High | 2 hours | Yes | Escalate + notify Admin |
| Complaint | Med | 8 hours | Yes | Alert agent |
| Service visit | Low | 24 hours | Yes | Alert agent |
| AMC renewal | Low | 72 hours | No (calendar days) | Alert agent |
Team Dashboard
⌕ Search…
✦ Predictive alerts onTeam open tickets
42
Field ops team
Resolved today
18
3 agents active
✦ SLA at risk (AI)
5
Predicted breaches
Escalated to me
3
Needs your attention
⚡ AI Predictive: TK-1041 (Aarav Mehta) predicted to breach SLA in 47 minutes. Current pace too slow. Reassign to Dev Verma now.
Agent workload (AI view)
RK
Ravi Kumar✦ AI: Overloaded — reassign 3 tickets
AP
Arjun P.✦ AI: TK-1041 breach risk — 47 min left
DV
Dev Verma✦ AI: Has capacity — best for reassignment
✦ Real-time sentiment map
AI monitoredTK-1042Priya Sharma😤 18 — Critical
TK-1037Vikram Nair😐 38 — Warning
TK-1041Aarav Mehta😐 52 — Watch
TK-1039Rajan Pillai😊 78 — Good
TK-1038Sneha Rao😊 91 — Excellent
AI predictive alerts
⚡ TK-1041 breach in 47 min. Arjun P. too slow at current pace. Reassign to Dev Verma (9 open, faster pace).
Urgent — act now
📊 TK-1037 (Vikram Nair) sentiment dropped to 38. 3 consecutive negative messages. Escalation probability: 74%.
Sentiment warning
✅ 4 other tickets tracking well — all on pace to resolve before SLA deadline. No action needed.
All clear
📍 Ravi: Bandra West — 18 min from TK-1042 completion. Dev Verma: On-site TK-1039, ETC 2h.
Field location summary
Escalation queue
Action needed| Ticket | Customer | Reason | Action |
|---|---|---|---|
| #1042 | Priya Sharma | SLA breached 2h | |
| #1038 | Rohan Shah | Neg. feedback |
All Tickets
⌕ Search…
✦ AI triage activeAll (42)
Open (14)
In progress (18)
Escalated (3)
Resolved (22)
| ID | Subject | Customer | Assignee | Status | Priority | ✦ AI triage | Sentiment | SLA |
|---|---|---|---|---|---|---|---|---|
| #1042 | Installation not completed — Unit 4B | Priya Sharma | RK | Escalated | High | Installation · 96% | 😤 18 | Breached 2h |
| #1041 | AC not cooling after service | Aarav Mehta | AP | In progress | Med | Complaint · 91% | 😐 52 | ⚡ 47 min |
| #1040 | Course video not loading on mobile | Lakshmi R. | AP | Open | Med | Technical · 88% | 😊 76 | 6h left |
| #1039 | 3rd scheduled maintenance | Rajan Pillai | DV | In progress | Low | Service · 94% | 😊 78 | Tomorrow |
| #1037 | AMC renewal not processed | Vikram Nair | SM | Pending | Med | AMC · 87% | 😐 38 | 12h left |
My Tickets
⌕ Search…
All (18)
High priority (3)
✦ SLA at risk (2)
Resolved today (6)
✦ AI Copilot ready: TK-1042 is escalated and sentiment is critical (score 18). Suggested reply pre-generated. Open ticket to use it.
| ID | Subject | Customer | Type | Status | Priority | SLA | ✦ AI copilot |
|---|---|---|---|---|---|---|---|
| #1042 | Installation not completed — Unit 4B | Priya Sharma | Installation | Escalated | High | Breached 2h | Reply ready ✓ |
| #1041 | AC not cooling — 2nd visit | Aarav Mehta | Complaint | In progress | Med | ⚡ 47 min | ⚡ Act now |
| #1039 | 3rd scheduled maintenance | Rajan Pillai | Service visit | In progress | Low | Tomorrow | |
| #1036 | Gas leak concern after installation | Meena Joshi | Complaint | Open | High | 2h left | Urgent |
← My tickets
#TK-1042
Installation not completed — Unit 4B
Escalated
Ticket info
TypeInstallation
PriorityHigh
SourceWhatsApp
AssigneeRavi Kumar
SLABreached 2h
Due 10:00 AMNow 12:08 PM
Custom fields
ProductSplit AC 1.5T
Serial no.AC-2024-8821
WarrantyMar 2026
Visit no.1st of 3
Customer
PS
Priya Sharma
+91 98201 44321 · Mumbai
Health scoreChampion · 88
CSAT avg4.5 ★
Sentiment now😤 Score 18 — Critical
Hi, the installation team didn't complete the job. Indoor unit is fixed but outdoor unit is not connected. Please help.
Priya Sharma · WhatsApp · 9:44 AM
Ticket created · ✦ AI triaged as "Installation" (96%) · Auto-assigned to Field ops
Hi Priya, we've received your request. Field team will contact you within 2 hours. Ticket #TK-1042 raised.
WynDesk auto-reply · 9:45 AM
📝 Internal note — Ravi: Outdoor needs 3-phase. Building doesn't have it on this floor. Checking with building management.
10:30 AM · team only
It's been 2 hours and nobody has come. This is not acceptable. I took leave from office for this.
Priya Sharma · 11:52 AM 😤
SLA breached · ✦ AI sentiment: Angry (18) · Auto-escalated to Team Lead
Hi Priya, we sincerely apologise for the delay. Our team lead has been informed and Ravi will reach you in 30 minutes.
Sneha M. (Lead) · 12:05 PM
🤖 WynDesk AI
Hi Priya! Ravi Kumar is 18 minutes away — live location: Bandra West, 3.2km from you. He will complete the full installation today.
Hi Priya! Ravi Kumar is 18 minutes away — live location: Bandra West, 3.2km from you. He will complete the full installation today.
WynDesk Bot · 12:10 PM
Reply
Internal note
Template
via WhatsApp · WynReach
AI Copilot
✦ Active✦ Suggested reply
"Hi Priya, I sincerely apologise for the inconvenience. Ravi is 18 minutes away and will complete the full outdoor unit connection today. As compensation, I'd like to extend your warranty by 3 months at no cost."
✦ Similar past resolution
TK-1021 · 3-phase wiring · Ravi · 4.5h · 5★
Power adapter arranged from warehouse. Rescheduled 3-phase fix 48h later. Customer gave 5★.
✦ Tone check
● Empathetic — appropriate for angry customer ✓
No defensive language ✓ · Ownership included ✓
✦ Prediction
Estimated resolution: ~2.5 hours
Based on 12 similar 3-phase tickets
✦ Warranty gesture likely lifts CSAT from 3→5★
⚠ Sentiment alert
Score: 18 — Critical
3 consecutive negative messages. Fast response is critical — risk of public complaint.
Workflow — Installation
✓
Ticket created
9:44 AM
✓
Assigned
Ravi Kumar
3
Field visit + checklist
☑ Indoor unit mounted
☐ Outdoor connected
☐ Gas charged
☐ Test run done
4
Customer sign-off
5
Close + feedback
Communications
⌕ Search conversations…
All
WhatsApp
Email
🤖 Bot
Priya Sharma12:10 PM
#TK-1042 · WhatsApp
Bot: Ravi is 18 min away…
2 unread🤖 Bot active
Aarav Mehta10:22 AM
#TK-1041 · WhatsApp
Yes I'm home, please send…
Lakshmi R.8:15 AM
#TK-1040 · Email
Video still not loading…
Field Exec — Ravi Kumar
On dutyToday's visits
Monday · 3 assigned
URGENT · NOWEscalated
Installation — Priya Sharma
Unit 4B, Vasant Vihar, Bandra West
Split AC 1.5T · S/N: AC-2024-8821
2:00 PMOpen
Service visit — Rajan Pillai
Tower B, 4th floor, Powai · Routine maintenance
Voice-to-ticket (AI)
Hold to record. AI transcribes and updates ticket automatically.
← Today's visits
Installation Checklist
#TK-1042Priya Sharma — Unit 4B
SLA: Breached 2h
Step 3 of 5 · Installation checklist
✅
Indoor unit mounted
10:15 AM · completed
Outdoor unit connected
Required — 3-phase pending
Gas charged
Test run completed
📸
Upload completion photo
🎤 Voice update (AI transcribed)
"Outdoor unit pending — 3-phase issue — arranging adapter from warehouse"
Requires: outdoor connected + gas charged to advance
My Support
PS
Hi Priya 👋
You have 1 open ticket — technician on way.
💬 Chat on WhatsApp
Active ticket
AC installation — not completed
Raised today · Unit 4B
Latest update
Technician Ravi Kumar is on the way — approximately 18 minutes. We apologise for the delay.
Sneha M. · 12:05 PM
Past tickets
← My support
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Issue type
🔧 Installation
New setup
⚡ Complaint
Product issue
📅 Service visit
Schedule tech
🛡 AMC renewal
Renew contract
Describe your issue
Preferred contact
💬 WhatsApp
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✦ AI instantly classifies and routes to the right team. WhatsApp confirmation in seconds.
← My support
Track #TK-1042
AC installation — Unit 4B
In progress✓
Ticket received
9:44 AM · Ticket #TK-1042 created
✓
Technician assigned
9:45 AM — Ravi Kumar
3
Technician on the way
Ravi Kumar — arriving in ~18 minutes
📍 Live: Bandra West, 3.2km away
4
Installation complete
Your sign-off will be requested
5
Closed + feedback
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