S
Support triage · Onboarding
Salesforce cases · this week · live
Updated 8m ago

✦ squircle triaged this week's 95 new onboarding support cases into 5 clusters. 4 are already routed or auto-resolved. One is a real spike that needs you. You're clear — the spike's fix is owned and all 47 affected users have a real answer. The spike is snoozed to tomorrow — parked, not yet resolved. The other 4 clusters stay routed.

New cases · 7d
95 +38
Manual-review queue
1,240 +180
KYC auto-pass
78% −3pts
Median first-reply
5h on SLA
● NEEDS YOU cluster · 47 cases · the spike

47 "KYC rejected — no reason given" cases trace to one bug: Tuesday's liveness re-check is failing on Android 14

All 47 are the same shape — valid users rejected with the generic message "verification could not be completed." squircle joined the case IDs to device data: 44 of 47 are on Android 14, all failing at the new liveness re-check step. The reject code liveness_capture_failed jumped 0.4% → 9% at Jun 16, 14:00 UTC — the minute PR #4821 ("Add liveness re-check") deployed. These users did nothing wrong; our capture is malformed on that camera path.

Where the 47 fail · by device
Android 14 44
Other / iOS 3
Jira ONB-1184 · reverts PR #4821 on Android 14

✦ Fix first — replying now would just tell 47 people to retry into the same broken flow.

✦ NEXT follow-up · close the loop
✓ Filed — ONB-1184 (P1) is with Natalie, who confirmed in #kyc-ops: rolling back the Android 14 liveness path, fix ETA ~4pm today.

Give the 47 a real reason — and a retry link for when the fix lands

These became blind support tickets because the rejection told them nothing. squircle drafted a reply that says what actually happened, owns it, and links a one-tap retry that unlocks the moment ONB-1184 deploys. Priya-C (compliance) is cc'd — this is KYC-status comms.

“Thanks for flagging this. Your verification didn't fail because of your documents — a bug on our side (specific to some Android devices) blocked the final check. We've fixed it. Tap below to finish verifying — it'll go through this time. Sorry for the runaround.”
Salesforce bulk reply · Priya-C cc'd

✦ squircle drafted it but won't send a "we were wrong" message for you — sending to 47 real users is your call.

✓
Spike contained — and the users have answers
47 replied with retry links · ONB-1184 owned by Natalie (ETA 4pm) · Priya-C cc'd
✦ GET AHEAD proactive · stop the next spike

The deeper cause is that liveness failures show "verification could not be completed" with no reason — so every failure becomes a confused ticket, bug or not. squircle can file a follow-up to surface the specific reason on the failure screen, so a future glitch self-explains instead of flooding your queue. Add it to the roadmap?

✓ Filed — ONB-1186 added to the onboarding backlog: surface real reasons on liveness failures. That's the queue clear.
That's the queue clear — squircle won't pile on more. The other 4 clusters are routed and on watch below.
◷
Spike cluster snoozed to tomorrow
The 47 cases are parked — not yet fixed or answered. squircle will resurface this first thing.
Nothing was sent and no ticket was filed. The other 4 clusters below stay routed and on watch. When you're ready, .

The rest of the queue

squircle already routed these · nothing dropped

squircle clustered all 95 cases by issue, auto-replied the self-serve ones, and routed the cross-team ones to their owners — so only the one cluster that needed a human judgment surfaced to you. Every case is accounted for in a cluster; none sits unread.

Cases may contain personal data — squircle triages on issue category and device metadata only, never ID document images or numbers. Replies you send are logged to each case record.
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