Operations
Live · Monday 17 August, 11:20 SAST
Needs attention now
ranked by severity against SLA| Issue | Owner | Age | SLA | |
|---|---|---|---|---|
| Teams creation failing for Mzansi Cover — Graph token expired. 2 bookings held safe, broker notified. | system | 22m | breach in 40m | |
| QA backlog — 5 bookings waiting, oldest 41 minutes. | ops | began 1h 12m ago | 19m to SLA | |
| Script approvals — 2 of 3 past the 4-hour promise. | admin | 5h | — | |
| Lead list “JHB-Aug-B” — 9% of rows have no consent source. Quarantined, never dialled. | data | 1d | — | |
| Thinnest margin on the book — Atlas Life at R480 against a R187 cost is 61%, against 71% at the R650 standard rate. | owner | 3d | — |
Live call wall
4 of 7 shown · click to monitor — monitoring is itself logged| Brokerage | Area | State | Duration |
|---|---|---|---|
| Nedford Financial | Sandton | offering slots | 2:10 |
| Atlas Life | Durban | qualifying | 1:04 |
| Mzansi Cover | Pretoria | confirming | 3:22 |
| Nedford Financial | JHB North | objection: busy | 0:48 |
Unit economics
indicative — contracted rates not yet loadedAverages R187 per confirmed appointment including failed dials — a 71.2% margin at the R650 rate.
Brokerages
Every firm on the platform, its rate and what it is costing us to serve.
| Brokerage | FSP | Seats | Rate | Confirmed · Aug | Margin modelled | Status | |
|---|---|---|---|---|---|---|---|
| Nedford Financial | 48213 | 4 | R650 | 74 | 71.2% | Active | |
| Atlas Life | 51877 | 6 | R480 | 41 | 61.0% | Active | |
| Mzansi Cover | 45102 | 3 | R650 | 22 | 71.2% | Calendar down | |
| Sizani Brokers | 49330 | 2 | R650 | 0 | — | Onboarding | |
| Ubuntu Advisory | 52014 | 5 | R650 | 0 | — | Suspended |
Ubuntu Advisory is suspended pending consent provenance on an uploaded list. A suspended brokerage cannot dial; its wallet is untouched.
Pricing
The platform default, and the per-client overrides that beat it.
Platform default
Changing the default does not re-rate existing brokerages — each carries the rate it signed at until it is changed here deliberately.
Per-client rates
an override here beats the default| Brokerage | Rate | Our cost | Margin | Effective | |
|---|---|---|---|---|---|
| Nedford Financial | R650 | R187 | 71.2% | 1 Jun 2026 | |
| Atlas Life | R480 | R187 | 61.0% | 14 Jul 2026 | |
| Mzansi Cover | R650 | R187 | 71.2% | 2 Aug 2026 |
Every rate change is written to the audit log with the actor, the old value and the new one. A rate can be lowered at any time; raising one takes effect only on the next billing month.
QA review queue
Bookings scored 0.70–0.89 by the judge. Below 0.70 auto-rejects; 0.90 and above auto-approves.
Script review
Submitted script versions awaiting approval. Locked blocks are fixed by the platform and cannot be edited by broker or admin.
“Hi, this is Kea calling on behalf of Nedford Financial. I’m an AI assistant, not a person.”
“This call is recorded for quality and compliance. If you’d rather not continue, tell me now and I’ll end the call.”
Neither the broker nor an admin can alter these two blocks. They are inserted at call time, ahead of anything in the script body. The QA judge separately verifies the disclosure was actually spoken on the call — a script containing it is not treated as evidence that it was said.
Approving publishes v4 to the campaign on the next call batch. The previous approved version stays available for rollback.
The broker sees this comment against the version and can resubmit.
Enter what needs to change — the broker cannot act on an empty comment.
Cost centre
Unit cost per appointment against the negotiated rate of R650.
| Component | Unit | Cost | Share |
|---|---|---|---|
| Telephony Outbound minutes, ZA mobile |
14.2 min | R41 | 21.9% |
| STT Speech to text, streaming |
14.2 min | R28 | 15.0% |
| LLM Dialogue turns plus QA judge |
61.4k tok | R52 | 27.8% |
| TTS Synthesised speech |
8.9 min | R34 | 18.2% |
| Storage Recordings, transcripts, 7-yr retention |
180 MB | R7 | 3.7% |
| Overhead QA reviewer time, SMS, platform |
— | R25 | 13.4% |
| Cost per appointment | — | R187 | 100% |
| Margin at R650 | — | R463 | 71.2% |
| Broker | Appts | Revenue | Cost | Margin | Margin % |
|---|---|---|---|---|---|
| Nedford Financial | 74 | R48 100 | R13 542 | R34 558 | 71.8% |
| Atlas Life | 41 | R19 680 | R7 913 | R11 767 | 59.8% |
| Mzansi Cover | 22 | R14 300 | R4 268 | R10 032 | 70.2% |
| Total | 137 | R82 080 | R25 723 | R56 357 | 68.7% |
| Campaign | Broker | Appts | Revenue | Cost | Margin | Margin % |
|---|---|---|---|---|---|---|
| Retirement Annuity Q3 | Nedford Financial | 46 | R29 900 | R8 234 | R21 666 | 72.5% |
| Life Cover — Gauteng | Nedford Financial | 28 | R18 200 | R5 308 | R12 892 | 70.8% |
| Retirement Annuity Q3 | Atlas Life | 41 | R19 680 | R7 913 | R11 767 | 59.8% |
| Funeral Cover — KZN | Mzansi Cover | 22 | R14 300 | R4 268 | R10 032 | 70.2% |
Rate changes are effective-dated. Each cost line stores the rate in force at the moment the call ran, so entering a new provider rate applies from its effective date forward and never rewrites a closed period. Last month’s margin stays as it was reported.
Data subject requests
Search every table holding personal data by phone, email or ID number.
Searches leads, calls, appointments, consent records and messages. Matching is exact on normalised phone and ID, case-insensitive on email.
The appointment of 2026-08-14 is under legal hold and will not be deleted by an erasure run. Deletion is refused, not silently skipped: the request response must state the refusal and its ground.
Hold reference LH-2026-014 · placed 2026-08-09 by Compliance · Reason active billing dispute raised by Nedford Financial over this appointment. The record is required as evidence until the dispute closes. Hold review date 2026-09-30.
Erasure cascades to recordings and transcripts. It does not touch the records that prove the calls were lawful.
Statutory timeline: respond within 30 days of receiving the request, extendable once by a further 30 days where the request is complex — the extension and its reason must be given to the data subject inside the first 30 days. Both actions are written to the audit log with the acting reviewer.
Audit log
Every admin action, with the value before and after. Cross-tenant actions name both the actor and the tenant they acted in.
| When | Actor | Action | Target | Before → after | IP |
|---|---|---|---|---|---|
| 2026-08-11 14:02:11 | R. NaidooCross-tenant platform admin |
appointment.credit | Acting in Nedford Financial · appt #AP-88214 | chargedcredited R650 | 102.132.44.7 |
| 2026-08-11 13:48:56 | N. Dlamini QA reviewer |
qa.approve | Booking #BK-31207 · Atlas Life | pending_reviewawaiting_client_confirm | 102.132.44.19 |
| 2026-08-11 11:20:03 | T. Mokoena platform admin |
rate.update | Telephony · ZA mobile outbound · per minute | R2.74R2.89 effective 2026-09-01 |
102.132.44.2 |
| 2026-08-11 10:57:41 | T. Mokoena platform admin |
rate.update | Storage · recordings · per GB month | R0.42R0.38 effective 2026-09-01 |
102.132.44.2 |
| 2026-08-11 09:34:12 | T. MokoenaCross-tenant platform admin |
dsar.export | Acting in Mzansi Cover · subject +27 83 555 1180 | exported 14 records | 102.132.44.2 |
| 2026-08-10 16:11:29 | N. Dlamini QA reviewer |
script.approve | Life Cover — Gauteng v3 · Nedford Financial | v2 livev3 live | 102.132.44.19 |
| 2026-08-10 14:05:50 | R. Naidoo platform admin |
brokerage.suspend | Ubuntu Advisory | activesuspended reason: unverified consent provenance on uploaded list |
102.132.44.7 |
| 2026-08-10 08:22:17 | system scheduler |
qa.auto_reject | Booking #BK-31188 · Mzansi Cover | score 0.61rejected | internal |
| 2026-08-09 15:40:08 | R. NaidooCross-tenant platform admin |
legal_hold.place | Acting in Nedford Financial · appt #AP-88214 · hold LH-2026-014 | nonehold placed | 102.132.44.7 |