Why this complaint escalated — and the earliest point it could have been stopped
All data on this site is synthetic.
Calls are scripted by the team and voiced with text-to-speech; the telco
“Meridian Mobile” is fictional. No real customer recordings, transcripts or
records are used anywhere in this project.
Escalation risk · service quality · repeated transfers
65from 33 before the latest contact
Score is a capped sum of fixed weights. No model sets it, nothing is learned, the same case always
gives the same number — and every point below traces to a line someone actually said.
Earliest point this could have been stopped
Open and assign a case for "Restore dial tone on the landline".
Contact 1 ·
03 Sep 2026, 11:00
The need was stated clearly but nothing was raised against it, so it did not reappear in anyone's queue.
Reports the landline has no dial tone. Transferred to faults, then to provisioning, then the call drops.
unresolved: Restore dial tone on the landline
no owner assigned: Transferred to a third team without raising a faulttranscript
customerThere's no dial tone on the landline at all. It's been dead since Monday.
agentI'll put you through to our faults team, they handle line issues.
customerI was put through to them on Monday and they sent me back here.
agentI'm sorry about that. Provisioning might be the right team actually — let me transfer you.
Contact 2 · 06 Sep, 15:30 · call
Fourth handoff. Still no fault ticket exists.
no owner assigned: Confirmed no fault ticket exists after four handoffsno owner assigned: Attempted a further transfer rather than owning the casetranscript
customerThis is the fourth person I've spoken to. Is there a reference for any of this?
agentI can't see a fault logged, no. There are notes from the transfers.
customerSo nobody has actually written down that my line is dead.
agentLet me get you across to the right team.
customerPlease don't transfer me again.
Suggested next steps
Suggestions only. This system never issues a refund, changes a plan or opens a ticket, and a score
is never used on its own to judge an agent.
high
Call the customer back within 2 hours
Owed since 03 Sep 11:00 and still outstanding.
high
Raise and assign a case for the outstanding request
An unresolved need with no owner is what produced the repeat contact.
high
Raise a fault ticket and name an owner
Nothing on this case has ever been assigned to a person or a queue.