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Per-person target scorecards for the Egypt leads — daily attainment against each target, plus team views of the ticket queue and the phone queue. Days to solve, CSAT, answer rate and resolution time over the 20th-to-20th payroll window.
Live order backlog and daily throughput at the 9am cut. Late orders, shipping bookings, COD calls and aging — every actionable case in one place.
Strategic BI view — market share, supplier & seller scorecards, and defect & delivery-time trends. The long-range analytics layer behind the live "Orders Ops Control."
Analyze ticket volumes, sentiment scoring, AI deflection rates, CSAT validation, and drill down into Top Intents driving inbound volume.
Monitor telephony performance: pick-up rates, AHT, agent occupancy, and outbound success. Analyze recordings via AI for quality service.
Track critical action-required requests via Checkout.com and Stripe. Visualize financial risk, expiring challenges, and win-rates.
Stock assignation monitoring for the in-house repair partners: units held and sold, stock movement and aging, assignations per day, controls and the full stock list.
The morning read in one page: claims still open per stage by the day they entered it, open Revibe resolutions, open complaints, plus repair-partner and disputes headlines.
Track operational pipelines, supplier SLA staleness, and claim aging metrics. Filter by date-range and analyze resolution performance dynamically.
Orders, Claims, Repair Partner and Daily in one place, one URL. Each tab is the real dashboard rather than a copy, so every number, filter and drill-down is the one you already trust. Tabs load as you open them.
Post-claim satisfaction deep-dive — CSAT trends, by claim type, what drives the score, and survey coverage. Claim-level survey (distinct from the ticket CSAT under Tickets Analysis).
Return & warranty friction — proof-rejection rates, failed-pickup hotspots (structural, not the unreliable flag), and repeat-claim signals. Live nightly from order_product_claims_new.
Where price competition — and the money — actually sits. Seller offers per SKU, sole-source revenue exposure, cost of quality (buybox premium over the cheapest offer) and weighted average score. Live nightly from databaseCosts. Opens the Buybox sections of the Ops dashboard.
The full seller KPI scorecard — volume, on-time, quality, claims management, cancellation and NSYS — as a table or as charts, over the last 12 months, 10 weeks or 30 days. Team, account-manager and per-seller views, an orders SA/ex-SA split, on-time shipment and delivery-promise by country, plus a per-seller claims deep-dive with a mix-adjusted claim rate. Live nightly from revibe_prod.
The external, seller-facing dashboard — what a marketplace seller sees of their own performance when they sign in. Confirmed orders, daily over the last 14 days and weekly over the last 5 weeks, live from revibe_prod. A seller only ever sees their own figures: the scope is resolved server-side from their platform user account. Staff open it with a seller picker to check any account.
Klaviyo lifecycle-flow health across ZA, KSA and AE — 7-day send counts, stalled-flow alerts, and a completion-vs-revibe_prod coverage matrix.
DHL & Quiqup webhook feed — shipment distributions, transit-time & SLA, stuck/exception flags, and notification-milestone analysis. Refreshed weekly (Mondays).
Which operational failures actually make customers write in. Joins courier flag cohorts — and now claim refunds — to Gorgias tickets, then compares each against a like-for-like control, separating a real effect from a selection artifact. Refreshed weekly.
The customer-care weekly meeting pack on one page — 13 rolling ISO weeks of GMV & order volume, seller breadth, on-time & defect rate, Gorgias tickets/CSAT and Alhena chat & credit spend. The revibe_prod sections refresh nightly; the Gorgias and Alhena sections stay frozen behind their own freshness badges until each API key lands.
Customer-care operations analysis of how the team uses Slack as an ad-hoc ticketing system — request categories, per-channel breakdowns, an AI-automation opportunity funnel and a four-move action plan. Self-contained, with a Figma-style commenting layer.
Inbound telephony performance straight from the Ziwo call log — volume, queue and answer rates, service level, wait and talk times, per-agent and per-queue detail, survey scores and where abandoned calls are lost. Replaces the manual Calls Google Sheet; refreshes nightly.
