Marcus Williams
On 2 calls in this window, owning 3 open commitments.
What they owe3
Measured against 28 Apr 2026, the most recent call in the corpus.
| Commitment | Due | Action type | Account | |
|---|---|---|---|---|
| Escalate the Comply v2 PDF rendering bug to engineering as high priority, update the support ticket with the audit timeline urgency, and check for other customer reports. Support Case #3296 - Pinnacle Insurance Comply v2 Report Formatting Issue | 8 Apr 2026Pastsaid “right after this call” | escalate case | Pinnacle Insurance | |
| Email Oliver an ETA for the fix today after speaking with engineering. Support Case #3296 - Pinnacle Insurance Comply v2 Report Formatting Issue | 8 Apr 2026Pastsaid “today” | send artefact | Pinnacle Insurance | |
| Verify event ingestion logs to identify queued replay events from the outage period and document a volume breakdown. Support Case #8179 - Clearwater Medical Overage Charges Dispute | 10 Apr 2026Pastsaid “end of day” | internal review or investigation | Clearwater Medical |
Coaching8
Recorded against the calls this person was on. Where several AegisCloud people attended, the same notes appear for each of them.
Strengths (6)
Validated customer frustration over the March outage and kept focus on specifics before investigating.
Avoided speculation on the Detect cause, requiring verification of timestamps before making commitments.
Provided clear next steps and timelines for both disputes.
Asked targeted clarifying questions about scope (all reports vs SOC 2-specific), export method, and browser before reproducing the issue.
Respected the customer's compliance sensitivity and reproduced the issue in a test environment rather than requiring the report to be shared.
Secured concrete next steps, including engineering escalation, an ETA email today, and a CSV workaround with step-by-step instructions.
Improvement notes (2)
The request to hold payment on disputed portions was not explicitly confirmed by the customer; follow-up may be needed.
Next step secured?Whether the rep locked in a concrete next step.FYISupport Case #8179 - Clearwater Medical Overage Charges DisputeThe term 'disputed portions' of the invoice was left vague; customer may not know exactly what to withhold.
Clarity?How clearly the rep explained things.FYISupport Case #8179 - Clearwater Medical Overage Charges Dispute
Their calls2
| Call | Account | Date | Outcome | Sentiment | Talk share |
|---|---|---|---|---|---|
Clearwater Medical disputes $4,000 April overage charges tied to Comply and Detect | Clearwater Medical | 10 Apr 2026 | Escalated | -1 | 58% |
Support confirms Comply v2 PDF rendering bug; will provide fix ETA today | Pinnacle Insurance | 8 Apr 2026 | Progressed | -1 | 61% |