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  "body": "# Proactive Outage Notification Orchestrator\n\n> T-4503 • Customer Care & Retention\n\n## Overview\n\n- **Persona:** Customer Experience Manager\n- **Department:** telco\n- **Objective:** Cut outage-driven inbound call volume on Genesys Cloud CX to 38% of pre-notification baseline and raise customers notified before calling from 12% to 78% by binding each confirmed ServiceNow incidents record to the exact affected customer_interactions and queue_metrics population and publishing cause/ETA messaging before contact volume peaks.\n\n## KPI summary\n\n- **Outage-driven inbound calls**: 100% baseline → 38% of baseline\n- **Customers notified before calling**: 12% → 78%\n- **NPS impact per major outage**: -9 points → -2 points\n\n## Contents\n\n- [Playbook — role, scope, guardrails](/playbook.md)\n- [Source Systems](/systems/index.md)\n- [Data Entities](/tables/index.md)\n- [Agent Tools](/tools/index.md)\n- [Workflow Stages](/workflow/index.md)\n- [Query Capabilities](/queries/index.md)\n- [Eval Scenarios](/tests/",
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