The rollout replaced the old tabbed view with a single pane where the AHT counter and queue depth sit above the customer record. At 2pm the numbers start flashing green-to-red on every inbound.
Agents learn fast that they can close the metrics panel only after the call ends. During the call itself the panel auto-expands every thirty seconds to show updated SLA breach risk.
The design team tested the layout in a quiet room with ten simulated calls. Nobody ran the same layout at 180 concurrent interactions where every screen refresh also pulls the latest queue broadcast.
Callers repeating an unresolved billing dispute now get the same scripted opening line twice because the account note sits below the fold and the agent cannot scroll without the caller hearing dead air.
The service design lead still reports the desktop as a success because average handle time on the dashboard drops two seconds. The repeat-call rate for the same issue climbs four points in the same week.
Frontline staff start keeping paper notes on the side of the monitor. The notes contain the single line the system buried: 'customer already tried app, app showed wrong balance, escalated twice'.
Procurement locked the vendor into a three-year desktop licence before anyone measured what happens when the metrics pane and the record pane fight for the same 1080 vertical pixels under live load.