AcuityQ™ by Simcomm
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Platform · by role

One platform. Seven different screens.

A dealer and a franchise partner are looking at the same customer record and seeing different things — different navigation, different scope, and in one case the contact number masked. That is not seven products. It is one platform where the role decides.

The seven role workspaces

Manager / supervisor

Lands on Enterprise dashboard

Sees the whole organisation and can drill from it to one person without changing screen. Sets targets, thresholds and escalation policy, and approves the transfers that move a book from one person to another.

Measured on. Revenue and accounts against target, at every level beneath them.

Their workspace

  • Enterprise dashboard
  • Targets & achievement
  • Productivity & activity
  • Leaderboard
  • SLA & escalations
  • Lead pipeline
  • Campaigns
  • Transfers & approvals
  • Thresholds & alerts

Modules

Retail sales RM

Lands on My day

Works a queue rather than a database. Opens on the day’s agenda, moves through smart-view buckets that are defined by where a lead actually stopped, and dials from inside the product rather than from a phone on the desk.

Measured on. Accounts opened and revenue, against a monthly target they can see hourly.

Their workspace

  • My day
  • Smart views
  • Leads & opportunities
  • Dialler & campaigns
  • Meetings & follow-ups
  • My targets & rank
  • Team & org view

Modules

Dealer operations

Lands on Desk console

Runs a dealing desk against live portfolio data fetched at the moment of opening, never cached. Every order placed on a client’s behalf is checked after the fact against the recorded instruction.

Measured on. Turnover and brokerage, with compliance flags counted against them.

Their workspace

  • Desk console
  • Client portfolio
  • Product comparison
  • Calculators
  • Post-trade compliance
  • Dealer ↔ sales messages
  • My targets & rank

Modules

Private wealth / branch RM

Lands on Book overview

Carries a named book rather than a queue. Reviews run on a cadence per segment, meetings are geo-verified where the branch requires it, and the whole workspace works on a phone with no network.

Measured on. Net new money and AUM retained, plus reviews completed on cadence.

Their workspace

  • Book overview
  • Client relationships
  • Portfolio reviews
  • Field & geo-tagging
  • Mobile & offline
  • My targets & rank
  • Region & org view

Modules

Service operations

Lands on My queue

Answers an omnichannel queue where a case that arrives by e-mail and continues on WhatsApp is one case, with one set of clocks. Draft replies come from the model; sending them is a person’s decision.

Measured on. First response and resolution against the SLA policy, and a QA score.

Their workspace

  • My queue
  • Desks & departments
  • SLA, clocks & escalation
  • Routing engine
  • Customer portal
  • Bots
  • Social & omnichannel
  • Knowledge base
  • AI assist & guardrails
  • QA & evaluation
  • Service analytics

Modules

Privilege desk agent

Lands on My named book

Holds a named book of HNI and UHNI customers who never enter a general queue. The customer sees their agent’s name and books time in their diary directly.

Measured on. A committed response time, CSAT, and pod capacity.

Their workspace

  • My named book
  • Appointments
  • My cases
  • What my customer sees
  • Service analytics

Modules

Franchise partner

Lands on Partner scorecard

A non-employee, and the platform treats them as one. Contact numbers are masked, dialling happens through AcuityQ so the number is never revealed, and the scope stops hard at their own code.

Measured on. Revenue share on their code, accounts opened, and client activity.

Their workspace

  • Partner scorecard
  • My leads
  • My clients
  • Revenue & payouts
  • Leaderboard & badges
  • Raise a request

Modules

How the difference is enforced

Three mechanisms, not seven builds

Capabilities, not tiers

A role is a set of named capabilities — "may approve a discount above the band", "may unmask a contact number", "may re-assign another person's book". Each is granted on its own, so nobody inherits an ability because they were made a manager.

Scope, six levels deep

Enterprise, line of business, zone, region, branch, person. Scope bounds what a role can reach, and the API refuses a level the interface would not have offered — the browser is not the control.

Containment for non-employees

A franchise partner gets a real desk with contact details masked and dialling routed through the platform. They can work the lead; they cannot take the list with them.

Vertical containment is the rule that catches people out. A person with a wide scope in one line of business does not automatically see another. Roll-up above that point is a separate capability, and it is granted to very few people on purpose.

Where the workspaces come from

The seven above are the defaults AcuityQ™ ships with, drawn from how broking, wealth and service organisations in India are actually staffed. They are a starting point, not a constraint.

A new role is a set of capabilities and a scope — a compliance reviewer who can read every case and change none of them, a regional trainer who sees productivity but not revenue, a bank partner who sees only cases raised on behalf of their own customers. Creating one is configuration by somebody at your end, and the change is recorded.

What is not configurable is the audit trail, and the rule that a capability has to be granted rather than assumed. Those two are why the rest can be opened up safely.

Which of these is your hardest role?

Tell us the one you cannot get right today and we will start there. Simcomm replies within one working day.

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