LensReading which lens this session carries.

Human in the loop

Every decision an agent refused to take alone

An escalation is not a failure.

Health

What has been handed to a person

Escalations by tier and status, with how long the oldest have been waiting.

FilterAllTier 1Tier 2Tier 3|OpenResolved10 of 56
ESC-SL102tier-3ResolvedForecast & Pipeline Hygiene

Forecast & Pipeline Hygiene: SL7C-1017 held at leader review

Forecast cycle at leader review valued at $368k stopped on a segregation of duties.

waiting on a person

2h 29m

SLA 15h 50m

What the agent recommends

VP Revenue Growth Management recommends approving with the compensating control attached.

Confidence 59 percent. The comparable population is 882 units

Options put in front of the human, already costed

Approve as recommendedClears in 9 minutes. Accepts the named residual risk.$368k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$368k
Reject and returnReturns to Maeve Duarte. Adds 2 days of cycle time.$0
Pause the laneHolds 193 units behind this one. Use only if the cause is systemic.high
Bruno Sandoval · VP Revenue Growth Management trigger segregation of duties blast radius 201 unitsmateriality mediumreturn path: Resolution writes back to SL7C at the holding station. The unit resumes without re-running cleared stages.SL7C-1017 line map

Approved with a compensating control after 169 minutes.

ESC-MK105tier-2ResolvedProduct Marketing

Product Marketing: MK7B-1003 held at model options

Launch at model options valued at $2.2m stopped on a confidence floor.

waiting on a person

1d 0h

SLA 3d 0h

What the agent recommends

Persona Research Agent recommends approving a partial and holding the remainder.

Confidence 88 percent. The comparable population is 433 units

Options put in front of the human, already costed

Approve as recommendedClears in 37 minutes. Accepts the named residual risk.$2.2m
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$2.2m
Reject and returnReturns to Sofia Brennan. Adds 9 days of cycle time.$0
Pause the laneHolds 6 units behind this one. Use only if the cause is systemic.high
Tomas Nakamura · VP Product Marketing trigger confidence floor blast radius 4 unitsmateriality highreturn path: Resolution writes back to MK7B at the holding station. The unit resumes without re-running cleared stages.MK7B-1003 line map

Approved with a compensating control after 180 minutes.

ESC-LG108tier-3ResolvedContract Lifecycle

Contract Lifecycle: LG1A-1003 held at auto-accept in-policy

Contract at auto-accept in-policy valued at $64k stopped on a policy clause engaged.

waiting on a person

1d 3h

SLA 4h 30m · breached

What the agent recommends

Intake & Triage Agent recommends approving a partial and holding the remainder.

Confidence 78 percent. The comparable population is 868 units

Options put in front of the human, already costed

Approve as recommendedClears in 6 minutes. Accepts the named residual risk.$64k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$64k
Reject and returnReturns to Owen Ferreira. Adds 3 days of cycle time.$0
Pause the laneHolds 5 units behind this one. Use only if the cause is systemic.high
Owen Ito · Director, Commercial Contracts trigger policy clause engaged blast radius 2 unitsmateriality mediumreturn path: Resolution writes back to LG1A at the holding station. The unit resumes without re-running cleared stages.LG1A-1003 line map

Approved with a compensating control after 70 minutes.

ESC-RD130tier-2ResolvedPrototype & Pilot

Prototype & Pilot: RD6B-1052 held at scale decision

Prototype at scale decision valued at $84k stopped on a envelope breach.

waiting on a person

4h 28m

SLA 2h 15m · breached

What the agent recommends

Director, Product Development recommends pausing the lane until the upstream data defect is fixed.

Confidence 42 percent. The comparable population is 612 units

Options put in front of the human, already costed

Approve as recommendedClears in 27 minutes. Accepts the named residual risk.$84k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$84k
Reject and returnReturns to Jonas Novak. Adds 8 days of cycle time.$0
Pause the laneHolds 232 units behind this one. Use only if the cause is systemic.high
Jonas Raman · Director, Product Development trigger envelope breach blast radius 161 unitsmateriality mediumreturn path: Resolution writes back to RD6B at the holding station. The unit resumes without re-running cleared stages.RD6B-1052 line map

Approved with a compensating control after 133 minutes.

ESC-FI138tier-1ResolvedInvestor Relations Support

Investor Relations Support: FI9C-1005 held at frame

Disclosure item at frame valued at $3m stopped on a segregation of duties.

waiting on a person

13h 6m

SLA 23h 42m

What the agent recommends

Consensus Tracking Agent recommends pausing the lane until the upstream data defect is fixed.

Confidence 80 percent. The comparable population is 102 units

Options put in front of the human, already costed

Approve as recommendedClears in 26 minutes. Accepts the named residual risk.$3m
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$3m
Reject and returnReturns to Idris Lindqvist. Adds 7 days of cycle time.$0
Pause the laneHolds 137 units behind this one. Use only if the cause is systemic.high
Simon Baptiste · VP Investor Relations trigger segregation of duties blast radius 10 unitsmateriality highreturn path: Resolution writes back to FI9C at the holding station. The unit resumes without re-running cleared stages.FI9C-1005 line map

Approved with a compensating control after 166 minutes.

ESC-FI139tier-3ResolvedCost & Profitability

Cost & Profitability: FI10B-1006 held at ratify

Analysis at ratify valued at $1.7m stopped on a policy clause engaged.

waiting on a person

12h 4m

SLA 1d 4h

What the agent recommends

Director, Profitability Analytics recommends approving with the compensating control attached.

Confidence 51 percent. The comparable population is 625 units

Options put in front of the human, already costed

Approve as recommendedClears in 2 minutes. Accepts the named residual risk.$1.7m
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$1.7m
Reject and returnReturns to Talia Tanaka. Adds 1 days of cycle time.$0
Pause the laneHolds 60 units behind this one. Use only if the cause is systemic.high
Tomas Achebe · Director, Profitability Analytics trigger policy clause engaged blast radius 354 unitsmateriality highreturn path: Resolution writes back to FI10B at the holding station. The unit resumes without re-running cleared stages.FI10B-1006 line map

Approved with a compensating control after 32 minutes.

ESC-HR143tier-2ResolvedTotal Rewards

Total Rewards: HR8A-1028 held at set budget

Comp action at set budget valued at $47k stopped on a segregation of duties.

waiting on a person

1d 7h

SLA 9h 8m · breached

What the agent recommends

VP Total Rewards recommends approving with the compensating control attached.

Confidence 53 percent. The comparable population is 109 units

Options put in front of the human, already costed

Approve as recommendedClears in 20 minutes. Accepts the named residual risk.$47k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$47k
Reject and returnReturns to Grace Raman. Adds 1 days of cycle time.$0
Pause the laneHolds 174 units behind this one. Use only if the cause is systemic.high
Owen Achebe · VP Total Rewards trigger segregation of duties blast radius 468 unitsmateriality mediumreturn path: Resolution writes back to HR8A at the holding station. The unit resumes without re-running cleared stages.HR8A-1028 line map

Approved with a compensating control after 54 minutes.

ESC-IT145tier-3ResolvedApplication Management

Application Management: IT6C-1007 held at business owner approve

Application change at business owner approve valued at $10k stopped on a confidence floor.

waiting on a person

1d 4h

SLA 8h 59m · breached

What the agent recommends

Director, Application Services recommends pausing the lane until the upstream data defect is fixed.

Confidence 57 percent. The comparable population is 497 units

Options put in front of the human, already costed

Approve as recommendedClears in 34 minutes. Accepts the named residual risk.$10k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$10k
Reject and returnReturns to Callum Raman. Adds 2 days of cycle time.$0
Pause the laneHolds 154 units behind this one. Use only if the cause is systemic.high
Simon Nakamura · Director, Application Services trigger confidence floor blast radius 401 unitsmateriality lowreturn path: Resolution writes back to IT6C at the holding station. The unit resumes without re-running cleared stages.IT6C-1007 line map

Approved with a compensating control after 24 minutes.

ESC-IT146tier-3ResolvedCybersecurity Operations

Cybersecurity Operations: IT7A-1046 held at analyst review

Alert at analyst review valued at $79k stopped on a break condition fired.

waiting on a person

8h 28m

SLA 9h 4m

What the agent recommends

Director, Security Operations recommends pausing the lane until the upstream data defect is fixed.

Confidence 67 percent. The comparable population is 409 units

Options put in front of the human, already costed

Approve as recommendedClears in 28 minutes. Accepts the named residual risk.$79k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$79k
Reject and returnReturns to Simon Marchetti. Adds 2 days of cycle time.$0
Pause the laneHolds 5 units behind this one. Use only if the cause is systemic.high
Nadia Raman · Director, Security Operations trigger break condition fired blast radius 194 unitsmateriality mediumreturn path: Resolution writes back to IT7A at the holding station. The unit resumes without re-running cleared stages.IT7A-1046 line map

Approved with a compensating control after 175 minutes.

ESC-CS153tier-2ResolvedTier-2 Technical

Tier-2 Technical: CS3B-1011 held at package evidence

Escalated case at package evidence valued at $82k stopped on a segregation of duties.

waiting on a person

1d 7h

SLA 5h 17m · breached

What the agent recommends

Log Analysis Agent recommends approving with the compensating control attached.

Confidence 58 percent. The comparable population is 734 units

Options put in front of the human, already costed

Approve as recommendedClears in 40 minutes. Accepts the named residual risk.$82k
Approve with conditionClears with a compensating control and a follow-up check in 30 days.$82k
Reject and returnReturns to Yuki Voss. Adds 8 days of cycle time.$0
Pause the laneHolds 129 units behind this one. Use only if the cause is systemic.high
Ethan Achebe · Director, Technical Support trigger segregation of duties blast radius 409 unitsmateriality mediumreturn path: Resolution writes back to CS3B at the holding station. The unit resumes without re-running cleared stages.CS3B-1011 line map

Approved with a compensating control after 101 minutes.

The number worth watching on this page is not how many escalations there are. It is how many are past SLA. A queue of well-formed escalations sitting on a human's desk is the most common way an agentic operating model quietly stops delivering: the agents got faster, the approval layer did not, and the cycle time moved from the process to the person.

Actions

What is waiting on a person

An escalation is an agent saying it will not decide this.

24

Pick up an unacknowledged escalation

Raised, nobody has claimed it.

22

Answer a tier-three escalation

The highest tier on the estate, still unresolved.

11

Conclude an acknowledged escalation

Somebody owns it. It has not been closed out.

9

Clear an escalation older than a day

Age measured from the moment the agent stopped.

Operations

What this desk is allowed to start

A surface that only reports is not operable.

Trigger and bound

This desk can start an escalation, route it to a tier, and record the answer it receives.

Live observability

What the record shows right now

Where every escalation ever raised currently sits.

Current distribution

56 escalations

Resolved1018%
Returned to agent1120%
Acknowledged1120%
Open2443%

Is policy and strategy coming to fruition

Whether the written intent is holding here

10 of 56 escalations have been answered. 35 are still waiting on a person.

Not holding on the record

The design position is that an agent stopping is a healthy outcome, provided a person answers quickly.