{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/7500ecf3b6cd4b51ba5f3e743a590aa2\" frameborder=\"0\" width=\"1920\" height=\"1440\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":1440,"width":1920,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":1440,"thumbnail_width":1920,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/7500ecf3b6cd4b51ba5f3e743a590aa2-fa5119a59005a0f2.gif","duration":277.355,"title":"Customer Success Agent Queue Case Studies","description":"This Loom demos the Customer Success Agent queue, explaining how it prioritizes and automates follow up for students based on health and activity. The speaker shares a real case for Trevonte, whose triage score was 89 and who had uploaded the DOT physical on May 20 with no response for about a month, prompting immediate outreach by call and email and enabling automated follow up to keep the case from going dead. A second case, Hassan Green, shows the agent capturing a driver’s license upload on Friday and opening a case one minute later to trigger automated communication after he had been inactive for two months. The overall focus is on surfacing high need students sooner and reducing manual searching for who requires outreach."}