HCDS · Customer Success Command Center
Executive Overview
2 active products · 23 customers monitored · Real-time sync
● Total Customers
23
↑ 3 this month
Annie 12 · iSmart 11
● Avg Health Score
84.2%
↑ 2.4 pts this week
Target ≥ 80%
● Open Issues
47
↓ 8 from yesterday
7 critical · 12 SLA risk
● Avg Response
3.1hr
↓ 22% faster
Target < 4hr
● CSAT Score
93.8%
↑ 1.6 pts
Based on 284 ratings
Platform Health Comparison
■ Annie
■ iSmartOffice
Annie
AI Dental Assessment Platform
Health vs iSmartOffice
Annie 86.4%
iSmart 82.1%
86health
Active Customers
12
Open Issues
23
Assessment Success
94.2%
Report Success
97.8%
iSmartOffice
Clinic Management System
Health vs Annie
iSmart 82.1%
Annie 86.4%
82health
Active Clinics
11
Open Issues
24
Appt Success
91.5%
Schedule Readiness
78.3%
Issue Volume Wave
Both platforms · Last 14 days
Annie
iSmart
LIVE
5030100
Issue Heatmap
Volume by hour × weekday
Low
High
Mon
Tue
Wed
Thu
Fri
Sat
Sun
6am
9am
12pm
3pm
6pm
9pm
Today's Summary
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Total Issues
--
Peak Day
--
Peak Hour
--
Avg / Day
--
Annie
--
iSmartOffice
--
Live Escalations
-- active
LIVE
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Agent Pulse
14 ONLINE
| Agent | Status | Open | CSAT |
|---|---|---|---|
SR Sarah R. |
Online | 8 | 97% |
MK Mike K. |
Busy | 14 | 91% |
AL Amy L. |
Online | 6 | 95% |
JT James T. |
Away | 11 | 88% |
Issue Categories
This week · Both platforms
47
issues
Technical35%
Integration24%
Billing / Credit19%
Outage12%
Other10%
SLA Compliance
This week
First Response P197%
Target 95% · 2 breaches
First Response P293%
Target 90% · On track
Resolution P1 — 4hr81%
Target 90% · ⚠ 5 at risk
Resolution P2 — 24hr96%
Target 95% · Excellent
CSAT Response Rate62%
Target 70% · Needs attention
System Health Monitor
ALL SYSTEMS
Annie API
Latency124ms
Uptime99.94%
Last check12s ago
iSmartOffice API
Latency89ms
Uptime99.87%
Last check8s ago
Database
Latency23ms
Uptime100%
Last check5s ago
Customer Portal
Latency412ms
Uptime98.2%
Last check15s ago
Executive Summary
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