Arqera Workforce Docs
Documentation
Implementation guides, API specs, and evidence methodology for Arqera Workforce.
Use case
Support and CX
Give support and ops leaders faster resolution with policy guardrails, evidence receipts, and cost visibility. Arqera Workforce is the operating layer between model builders and product teams, keeping AI assistance consistent while preserving compliance and escalation control.
What leaders get
Support leadership
Lower handle time while keeping service levels stable.
CX operations
Track outcomes, escalation rates, and cost per queue.
Security and legal
Maintain audit-ready evidence for every routed response.
Workflow steps
- 1Connect ticketing and knowledge sources (Zendesk, Salesforce, Intercom, internal docs).
- 2Define routing policy for cost, latency, and escalation thresholds.
- 3Apply data handling rules (PII redaction, residency, retention).
- 4Launch a pilot workflow and measure quality signals in the console.
- 5Expand coverage with new queues once evidence stays within policy.
Policy checklist
PII masking and redaction enabled
Escalation triggers for low confidence or sensitive topics
Budget caps per queue and per customer tier
Audit receipts stored for each response
KPIs
Signals to track
Resolution quality score
Deflection rate
Average handle time trend
Escalation rate
Cost per ticket
Recommended integrations
Zendesk
Salesforce Service Cloud
Intercom
Slack
Google Drive