Watching Call Patterns

The portal automatically watches for unusual call-volume increases on each company. Admins receive notifications when a company spikes and can coordinate with the responsible supervisor.

What you'll see

• A call spike widget on your Dashboard if any of your companies are spiking
• A notification when a spike is detected (see Notifications)
• A link from the spike notification into the affected company's call detail

What to do when notified

When a spike alert lands:

1. Open the affected company's call list.
2. Look at the recent calls — are they real (a marketing campaign launched?) or are they noise (one robocaller hammering the line)?
3. If it's real, talk to the contractor about staffing.
4. If it's noise or appears to be a system issue, escalate to an admin so they can investigate.

Reading the spike

If you click through from a spike notification, you'll see the affected company's call list for that date. Admins can also use the Call Spikes page to filter calculated spike windows by company and date.

The call list lets you judge whether the calls are legitimate or noisy.

Common causes

Coordinating with the customer

If a spike is real and affects the contractor's ability to handle calls:

1. Confirm with them what's driving it (their ad campaign? their PR? a supplier outage?)
2. Discuss staffing — does CIC need to add agents temporarily?
3. Consider playbook updates — if the spike is related to a specific service, the playbook may need a section update

Coordinating with admins

Escalate to an admin when:

• The spike appears to be a system issue (Five9, routing, sync)
• The detector consistently flags one company in a way that doesn't reflect reality (the model needs tuning)

Next

• Reviewing Playbooks — playbook misalignment often surfaces as anomalies
• Call Spikes (admin) — investigating spike alerts
• Notifications — controlling which alerts reach you