Sub-function
Tier-2 Technical
Owns escalated case work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into no shared tower, and holds 1 human gates.
Estate rating
A
77 / 100
Diagnosis and workarounds are agentic. Declaring a product defect commits engineering capacity and needs a human confirming the call.
Agents
10
Lines
3
Units / wk
7,356
Timetable vs actual
11.8h → 11.7h
Cost / unit
$8.57
was $25
Run-rate saving
$6.4M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Tier-2 Technical Orchestrator
Owns the tier-2 technical lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Diagnostic Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Log Analysis Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Reproduction Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Known-Error Match Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Workaround Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Engineering Handoff Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Root Cause Narrative Agent
Executes the tier-2 technical step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Director, Technical Support when the unit falls outside the decision envelope or confidence drops below the floor.
Technical Escalation Policy Agent
Holds the rules that bind every other agent in tier-2 technical. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A3 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Tier-2 Technical Challenger Agent
Adversarial reviewer for tier-2 technical. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into customer-facing escalation ownership.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Tier-2 Technical Operating Position
Rejectedv2Where should the autonomy ceiling for tier-2 technical sit over the next four quarters, and what evidence would justify moving it?
Hold the ceiling at A3 for tier-2 technical. Diagnosis and workarounds are agentic. Declaring a product defect commits engineering capacity and needs a human confirming the call. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
89%
The challenge — Tier-2 Technical Challenger Agent
Tier-2 Technical Challenger Agent argues the recommendation leans on 5 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 12 percent for two consecutive months
- ·Cost per escalated case stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No independent test of the control evidence behind the touchless rate
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $119k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $381k to build controls | Override rate is 14 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $683k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| CS3-POL-200 | Tier-2 Technical Decision Envelope Agents in this lane may act without a human when the escalated case sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 6 agents · Global · EU | envelope | Technical Escalation Policy Agent | Director, Technical Support | v5.3 | Active |
| CS3-POL-201 | Tier-2 Technical Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 6 agents · APAC | evidence | Technical Escalation Policy Agent | Director, Technical Support | v5.2 | Active |