Zoom 3 of 3 — line
Intraday Rebalance
Transactional line · Customer Service · Workforce Management
Runs when: Runs transactional. Starts when a request lands in the queue.
6682
units a week
84%
touchless
5
stations
1.4h
timetable
1.4h
actual
0%
vs timetable
Station walk
Every stage, who owns it, and what is sitting there
Each station names the agent that runs it and the layer it belongs to. more
- 01
Monitor adherence
Workflowrun by Volume Forecast Agent
dwell 89msla 147mqueued 5 - 02
Detect variance
Workflowrun by Capacity Model Agent
dwell 73msla 119mqueued 44 - 03
Re-allocate
AI GBS AI GBS depotrun by Capacity Model Agent
dwell 58msla 135mqueued 40 - 04
Notify
Workflowrun by Intraday Adherence Agent
dwell 96msla 186mqueued 8 - 05
Confirm
Workflowrun by Shrinkage Agent
dwell 100msla 149mqueued 2
Live trains on this line
9 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS10B-1003 | Roster at re-allocate Ethan Okafor | GBS spine gbs | $83k | In flight | 42m / 2h 15m |
| CS10B-1009 | Roster at confirm Priya Muller | Capacity Model Agent agent | $11k | Evidence posted | 3h 4m / 2h 29m |
| CS10B-1014 | Roster at confirm Rosa Lindqvist | Skill Coverage Agent agent | $21k | Auto-cleared | 1h 18m / 2h 29m |
| CS10B-1027 | Roster at re-allocate Tomas Rhodes | Director, Workforce Management human | $71k | Human hold | 1h 29m / 2h 15m |
| CS10B-1031 | Roster at confirm Owen Costa | Workforce Management Orchestrator agent | $86k | Auto-cleared | 2h 44m / 2h 29m |
| CS10B-1038 | Roster at notify Ethan Whitfield | Capacity Model Agent agent | $16k | In flight | 2h 10m / 3h 6m |
| CS10B-1045 | Roster at re-allocate Hannah Adeyemi | GBS spine gbs | $7k | In flight | 1h 38m / 2h 15m |
| CS10B-1055 | Roster at confirm Oscar Mensah | Shrinkage Agent agent | $91k | Auto-cleared | 4h 17m / 2h 29m |
| CS10B-1062 | Roster at confirm Marcus Ferreira | Shrinkage Agent agent | $49k | Auto-cleared | 3h 47m / 2h 29m |