Zoom 3 of 3 — line
Cost-to-Serve Position
Judgment line · Customer Service · Service Analytics
Runs when: Runs judgment. Starts when a leadership team frames the question.
5
units a week
48%
touchless
6
stations
29.3d
timetable
29.5d
actual
+1%
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
Frame question
Strategyrun by Metric Assembly Agent
dwell 2594msla 3209mqueued 21 - 02
Gather evidence
Strategyrun by Cost-to-Serve Agent
dwell 2696msla 6349mqueued 17 - 03
Model options
Strategyrun by Contact Driver Agent
dwell 3513msla 6259mqueued 13 - 04
Draft position
Strategyrun by Deflection Value Agent
dwell 2091msla 4102mqueued 33 - 05
Challenge
Strategyrun by Benchmark Agent
dwell 1306msla 1763mqueued 30 - 06
Ratify
Policyrun by Head of Service Analytics
Gate: Held for a named human when the unit exceeds the analysis decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Head of Service Analytics
dwell 2501msla 3344mqueued 2
Live trains on this line
2 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS11C-1004 | Analysis at challenge Amara Lindqvist | Cost-to-Serve Agent agent | $9.6m | In flight | 21h 53m / 1d 5h |
| CS11C-1008 | Analysis at gather evidence Elena Marchetti | Cost-to-Serve Agent agent | $40.1m | Evidence posted | 4d 8h / 4d 9h |