PS
Open casePriya Sharma
CUS-49218 · RetailCo · Refund delay
For BPO, contact center & CX operations teams
Track every customer conversation, task, SLA, and escalation in one workspace.
The Cogover platform manages customer conversations, cases, callbacks, tasks, SLA timers, escalations, QA notes, agent workload, and client reporting on one connected operating layer.
Call · chat · WhatsApp · email · multi-client operations
Call Priya before 16:00
Owner R. Khan
SLA at risk → escalated
Supervisor review
Where it runsInbound supportCase managementSLA & escalationQA & coachingClient reporting
Follow one customer issueA customer contacts support.
A customer contacts support.
What happens next?
From first contact to case, next action, SLA risk, escalation, QA, and client report, every step stays connected. Tap through the six steps and watch the screen change.
Customer timeline
Customer timelineHigh priority
PS
Priya Sharma
CUS-49218 · RetailCo Support
ChannelWhatsApp + Call
Open caseRefund delay
SLA3 hours remaining
OwnerR. Khan
Last updateAwaiting back-office
Why BPO operations break
An issue shouldn't disappear between channels, agents, handovers, and client reports.
Context is scattered
Calls, chats, email, CRM notes, and internal handovers live in different systems.
Next action is unclear
A case is open, but the callback, owner, SLA, and required action are vague.
SLA risk shows late
Team leaders find breaches after they have become a client issue.
Client reporting is manual
Teams reconcile activity, status, SLA, QA, and backlog by hand.
For your team
What each role actually sees
Work queue
Due today11
Callbacks4
NextCall CUS-49218
Knows the next action for every case before each interaction.
SLA & workload
SLA at risk18
Escalations9
Workload88%
Reassigns work before backlog grows or SLAs breach.
QA & coaching
QA score86%
Needs review12
Sentiment2 flagged
Connects QA feedback to the real case and the agent.
Queue health
Backlog238
Resolution TAT7.4h
Breaches4
Compares performance by team, process, and client.
Client report
SLA91%
Escalations32
QA score86%
Explains performance to the client with live evidence.
Before & after
From manual chaos to controlled customer operations
Manual operation
Conversations scattered across calls, chat, email, CRM, and Excel
Agents rely on memory for callbacks
Supervisors discover SLA risk too late
QA is disconnected and client reporting is manual
Controlled operation
One timeline per customer
Every case has an owner, due date, next action, and SLA
Supervisors see risk before SLAs breach
QA connects to cases and client reporting is faster
One platform
The parts that run the operation
One view, every channel
Profile, history, open cases, last contact, SLA status, and next action.
Cases become work
Owner, due date, next action, callbacks, and links to the conversation.
Risk before breach
SLA timers, overdue tasks, high-risk cases, and escalation queues.
Quality, on the case
Call summaries, script adherence, QA scores, and coaching notes.
A live queue picture
Open cases, backlog, SLA risk, escalations, and agent workload.
Report with evidence
SLA, TAT, backlog, escalations, and QA by client or process.
Start small
Start with one workflow, then scale across clients
You don't need to change the whole operation on day one. Begin with inbound case handling or SLA escalation, and grow from there.
01
Map the workflow
Pick one real process: inbound case handling or SLA escalation.
02
Configure records
Set up customers, cases, queues, tasks, SLA rules, and QA.
03
Launch one team
Run one pilot. Measure SLA, backlog, TAT, and QA.
04
Scale the blueprint
Reuse it across clients, processes, teams, and locations.
FAQ
Questions teams ask
Book a workflow demo
See your BPO and CX operation running in Cogover.
Bring one real process from your floor: an inbound case, an SLA escalation, a QA review, or a client report. We'll configure it and run it live.
- Captures the interaction and updates the timeline
- Applies context, then triggers the right workflow
- Assigns ownership and tracks SLA automatically
- Gives managers live visibility of the outcome
Request your tailored demo
A solutions expert will configure the system around one of your real processes.
