Skip to content

Quick Reference

Use this page during a live shift. Start with the observable condition, preserve the indicated evidence, then escalate when the evidence or impact requires it.

Start-of-Shift Quick Check

  1. Read the handover.
  2. Open the approved workspace.
  3. Check connections.
  4. Scan symbols.
  5. Confirm the order flow.
  6. Check Firing alerts and open follow-up items.

Live Investigation Paths

01

Quote Problem

Stopped or stale quote, isolated jump, wider spread or unexpected LP-count drop.

Symbol Overview → Connection Status → approved independent market reference when required by current Desk SOP → Client Stream / Decision Stream if affected → record evidence → escalate
02

Connection Problem

Disconnected link, ageing heartbeat or repeated reconnect.

Connection Status → identify Connection + Traffic → Last heartbeat → affected quote or order-flow view → record scope → escalate
03

Order Problem

Reject, Timeout, record delay or customer complaint.

Decision Stream → confirm current View / Subscription → preserve Order ID + Server Time → check Connection Status + Symbol Overview → use Client Stream only when quote evidence is relevant → confirm scope → preserve evidence / escalate
04

Client Review

A client or account requires evidence scope beyond one order.

Clients → ACC → relevant Account → order / quote evidence → preserve confirmed facts → escalate

When required by the current Desk SOP, use the Desk's currently approved independent market reference for cross-checking. This Academy does not prescribe a provider.

Normal vs Needs Review

View Normal cue Needs review
Connection Status Connected; fresh heartbeat Disconnected; ageing heartbeat; repeated reconnect
Symbol Overview Updating Bid/Ask; plausible spread; LPs present Stopped/stale row; isolated jump; persistent widening; unexpected LP-count drop
Client Stream Relevant quote is present, Updated is fresh, and the view aligns with Symbol Overview and timestamps Quote missing, Updated stale, or a persistent unexplained customer-facing divergence
Decision Stream Continuous, coherent records in the selected scope Clustered rejection/timeout; missing/delayed record; scope not confirmed

Evidence Minimum

Record what, where, Server Time, confirmed scope, evidence, owner, next action and next review.

For an unexpected fill-price complaint, follow the illustrated Client Complaint Investigation path: Orders → Decision → Ticks only when quote context is required.

Escalation Message

At [time], [confirmed observation] affected [scope]. Checked [evidence]. Current impact is [impact/unknown]. [Owner] is reviewing. Next update at [time].