311 queue{{ queueCount }}

{{ meta.caller }}{{ meta.phone }} · 311-General · {{ meta.langLabel }}

View in Salesforceopen_in_new {{ agentStatus.label }}

headset_mic

Available Waiting for calls · special pickup line

ring_volume

Incoming 311 call Waited 0:42 in queue · routed by IVR to Sanitation · special pickup

person_search

hourglass_top

Opening the Salesforce case…The case form fills in from the call in a few seconds.

Case is Pending PaymentMake Payment transfers the caller to the AI payment agent. The caller speaks the card details. Your audio is muted, the recording pauses and keypad tones are blocked.

headset_off

Caller is with the AI payment agentYour audio is muted. You see progress only — never card data.

AI SUMMARY · 3 LINES · WRITTEN TO SALESFORCE CASE {{ sfc.id }}

•{{ l }}

Why did this call come back to you?Your answer is a ground-truth label for intent accuracy.

Case Number{{ cs.caseNo }}

Case Status{{ cs.status }}

Contact Name{{ meta.caller }}

Priority{{ cs.priority }}

Call ContextDetails given by the caller

Request Type{{ cs.requestType }}

Item Categories{{ cs.category }}{{ cs.itemsText }}

Service Address{{ cs.address }}

Amount{{ meta.amountStr }}

Pickup Slots

Case Information

Case Number{{ cs.caseNo }}

Case Status{{ cs.status }}

Contact Name{{ meta.caller }}

Contact Phone{{ meta.phone }}

ServicePublic Works

CategoryStreet Cleaning

SubcategorySpecial Pick Up

Case OriginPhone

Priority

Order ID{{ cs.orderId }}

Pickup Slot{{ cs.slotField }}

Subject{{ cs.subject }}

Additional Details{{ cs.details }}

Transaction IDNew field{{ cs.txn }}

cloudSalesforce caseOpenopen_in_new

Opened automatically when you answered

Caller history

Disposition

{{ s.mark }}

graphic_eq Conversation {{ curLang }} {{ elapsedStr }}

phone_in_talk No active session Pick a scenario and press Start, or transfer a caller from the agent desktop.

{{ meta.typeUpper }}{{ meta.caller }} · {{ meta.acct }}

mic_off{{ cardStep.text }}

mic

LAST HEARD {{ speech.heard }}

PCI CONTROLS

flagReview queue · payment anomalies{{ reviewCount }}

{{ r.id }} {{ r.caller }} · {{ r.amount }} · {{ r.status }} {{ r.flag }}

Velocity rules: the same card token on many addresses, or repeated declines from one number. Gateway fraud tools run as well.

{{ txCountLine }}Clear filters

          PAYMENTTIMECALLERPICKUP · REQUESTAMOUNTCARDLANGSTATUSAI TIMESALESFORCE
        

No payments match these filters.

flag

{{ t.durStr }} Viewopen_in_new

{{ sel.type }} · {{ sel.caller }} {{ sel.dateLine }}

flagFlagged for review · {{ sel.flag }}

End-to-end trace

One trace per callOPENTELEMETRY SPANS

{{ sel.spanTree }}

never present: card number, expiry, security code, raw gateway payload

auto_awesomeAI summary{{ sel.sfLine }}

•{{ l }}

DetailsView in Salesforceopen_in_new

smsSMS · confirmation and reminderACS SMS

shield_lockPCI evidence

check{{ p }}

Gateway response · redacted

{{ sel.json }}

LIVEStreamed from payment events · updated {{ refreshed }} · refreshes every 5 minSAMPLE DATA PERIOD

{{ volTitle }}AI completedReturned to agent

Callers per period. Hover a bar for the split. The last bar updates with each refresh.

Call outcomes

Collected by pickup category

{{ t.label }}{{ t.v }} · {{ t.pct }}

Card type

Call language

Scheduled pick-ups for today · {{ pickupsToday.date }}

Booked by 311 and paid ahead of the pickup day. Not affected by the period filter. Unpaid pickups stay on hold and are not sent to crews.

WINDOWCASERESIDENTADDRESSITEMSZONE · CREWFEEPAYMENT

{{ p.win }} {{ p.sf }}open_in_new {{ p.caller }} {{ p.addr }} {{ p.items }} {{ p.zoneCrew }} {{ p.feeStr }} {{ p.payment }}

BUSINESS VALUE

savings

Business value2025 volume from the solution deck · unit costs are planning estimates

PLANNING ESTIMATES

Cost per completed payment{{ costPer }}

(Telephony + speech + tokens + gateway fee) ÷ completed payments. Tokens are a rounding error; the gateway fee dominates.

{{ c.label }} · {{ c.sub }}{{ c.v }}{{ c.w }}

Demand forecast vs actual · pickups by week

ActualForecast (seasonal model · Azure ML)Forecast error {{ fcErr }} (MAPE)

W1–W8 actual from Salesforce history; W9–W12 forecast only (dashed). Sanitation uses this to plan crews by zone.

Clear filters

PCI guardian & voice qualitySAMPLE DATA

No services match these filters.

{{ s.lat }}ms p95{{ s.st }}

Alerts

No alerts match these filters.

Alert rules by layer

App Insights · live traces{{ monLogCount }}

          No traces match these filters.

          {{ g.t }}{{ g.svc }}{{ g.msg }}

Card capture · build or buy

Manager refund limit Larger refunds go to Finance for approval.