Designed a calmer service console that surfaced the next best action, context history, and escalation confidence without turning the screen into a dashboard.
[Placeholder] Describe the operator's actual day: too many tabs, low confidence in escalation calls, no shared memory of past context.
[Placeholder] Explain why "next best action" was the organizing idea, and how you decided what not to show.
[Placeholder] Detail how escalation confidence was surfaced without adding another number to stare at.
[Placeholder] Outcome: what changed for the operators, and what you'd revisit.
[Placeholder] Describe how context history, ticket state, and escalation signals were combined into the console's single view.