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In ProgressUrgentCCX team
Marlowe & Co was transferred multiple times
Issue: Marlowe & Co left a phone NPS of 3 on July 10 after being transferred 4 times across 2 days. Verbatim cites confusion over which team owned the issue and having to repeat context to every new agent.
Next steps: Pulling the full call log and agent timeline. Account manager is reaching out for a recovery call. Reviewing the phone-to-retail handoff protocol so this doesn't repeat.
Comments3
MA
Matt Chen7/16/2026, 9:14 AM
@John Reyes can you pull Marlowe's call log for July — want to see how many touchpoints before this got resolved and which agents handled the transfers. Need something solid before I jump on the recovery call this afternoon.
JO
John Reyes7/16/2026, 9:31 AM
On it - pulling the call log + agent timeline now. Will drop everything in here in ~15 min.
JO
John Reyes7/16/2026, 9:48 AM
Confirmed - 4 transfers across 2 days before resolution. Two of the handoffs were between phone and retail with no notes attached, so each agent had to start from scratch. Pulling the broader handoff data for the rest of the month next.
Define what should happen when your data changes and let the platform handle the rest, from firing alerts and creating cases to sending email follow-ups and pinging Slack.
New detractor response
Trigger · NPS survey
Runs on every new row
Region is Europe
Condition
Create case
Action · Cases
Assignee: CSM on rotation
Notify #cx-alerts
Action · Slack
Channel: #cx-alerts
New detractor response
Trigger · NPS survey
Runs on every new row
Activity
Waiting for next event…
And
Region is Europe
Condition
NPS score ≤ 6
Condition
If true
Create case
Action · Cases
Assignee: CSM on rotation
Notify #cx-alerts
Action · Slack
Channel: #cx-alerts
Else
Send thank-you email
Action · Email
Template: promoter-followup
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