Watching Call Patterns
The portal automatically watches for unusual call-volume patterns on each company you supervise. As a supervisor, you'll typically be notified of abnormalities affecting your accounts, though the deeper anomaly-detection tooling is admin-facing.
What you'll see
- A call spike widget on your Dashboard if any of your companies are spiking
- A notification when a spike or unusual drop 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:
- Open the affected company's call list.
- Look at the recent calls — are they real (a marketing campaign launched?) or are they noise (one robocaller hammering the line)?
- If it's real, talk to the contractor about staffing.
- If it's noise or appears to be a system issue, escalate to an admin so they can investigate.
Spike vs drop
The detector flags both:
- Spike — call volume sharply higher than the company's normal pattern. Often legitimate (advertising launched, promotional call) but sometimes noise.
- Drop — call volume sharply lower than expected. Often more urgent than spikes — could indicate a broken inbound number, paused ad spend, or Five9 routing issue.
Treat drops with priority. A silent phone is worse than a noisy one.
Reading the spike detail
If you click through to the spike (or to the Call Spikes (opens in a new tab) page if your role allows), you'll see:
- The expected vs. actual volume for the spike window
- The deviation magnitude (how far above or below normal)
- The list of calls during the window so you can judge legitimacy
Common causes
| Pattern | Likely cause |
|---|---|
| Spike during business hours | New ad campaign, news mention, weather event |
| Spike outside business hours | Robocaller, spam wave |
| Drop during business hours | Broken inbound number, paused ads, Five9 routing |
| Drop in a specific trade | Seasonal change |
| Drop everywhere | Five9 platform issue — check with admin |
Coordinating with the customer
If a spike is real and affects the contractor's ability to handle calls:
- Confirm with them what's driving it (their ad campaign? their PR? a supplier outage?)
- Discuss staffing — does CIC need to add agents temporarily?
- 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 or drop 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)
- A drop affects multiple companies simultaneously
Next
- Reviewing Playbooks — playbook misalignment often surfaces as anomalies
- Call Spikes (admin) — the deeper investigation tooling
- Notifications — controlling which alerts reach you