The desk that answers when the market does not wait.
Broking service desks fail at the same three points: a settlement query that nobody owns, an SLA that cannot be evidenced at an inspection, and a discount on a terminal licence that somebody signed in a corridor. AcuityQ addresses those three specifically.
The day as it is
Three things that are true of this desk
Volume arrives in bursts
A corporate action, a circuit filter, an exchange outage — and the queue triples in twenty minutes while the promise on the contract stays the same.
Queries cross departments
A pay-out query starts at client servicing, goes to settlements, comes back, and the client hears nothing for two days while it is in the middle.
Evidence is asked for after the fact
An inspection, an arbitration or a large client’s annual review asks what happened on a date six months ago. Mail archives are not evidence.
What AcuityQ does about it
The same three, answered
Load-aware routing, and a shift calendar
The agent scoring includes current open load, so a burst spreads rather than piling on whoever is fastest. Desks have their own shifts and market-day calendars.
One case, several desks, one clock set
A case moves between desks without restarting. The update clock keeps running while it is with settlements, so nobody can be silent for two days and still be compliant.
A trail that answers the question directly
Every reply, reassignment, pause and field change with its time. SLA attainment reported per clock, per desk, per period, exportable with the filters attached.
What an inspection actually asks
Not "do you have a CRM". It asks: show me this complaint, show me when it was acknowledged, show me who handled it, show me when it was closed, and show me that the same is true for the other four hundred. The gap between a mailbox and a governed desk is exactly that question.
What it does not do here. AcuityQ is not a complaint-redressal filing system and does not submit anything to an exchange or a regulator on your behalf. It holds the record and produces the evidence; the filing stays with your compliance team and their systems.
How it is usually configured
| Desks | Client servicing, settlements, margin and funds, KYC and onboarding — each with its own calendar and SLA policy. |
| Case categories | Pay-in and pay-out, contract notes, ledger and margin, corporate actions, account modification, platform access. |
| Clocks | Tighter response targets on trading-day categories; an update clock that keeps running while a case sits with a back-office desk. |
| QuoteDesk | Terminal and API licences, advisory subscriptions, AMC lines — with discount bands per segment and the approver named per band. |
| Scoping | Where the group runs several entities, records scoped per entity with shared reporting at the top. |
Configuration, not development. Every line above is a setting somebody at your end can change afterwards, with the change recorded.
How the clocks behave
Three clocks, what pauses what, and the calendar they are counted on.
How quoting behaves
Bills of material per vendor, margin on screen, and bands that stop the document.
What your IT function will ask
Deployment, residency, access, audit and exit — control by control, gaps included.
A walkthrough scoped to broking & wealth
We will start from your desks rather than from a generic tour. Simcomm replies within one working day.