Zoom 3 of 3 — line
Contact to Routed Case
Transactional line · Customer Service · Intake & Routing
Runs when: Runs transactional. Starts when a threshold is crossed.
2640
units a week
95%
touchless
6
stations
1.6h
timetable
1.9h
actual
+19%
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
Capture
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 49msla 114mqueued 23 - 02
Identify customer
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 103msla 220mqueued 1 - 03
Classify intent
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 22msla 48mqueued 36 - 04
Check entitlement
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 166msla 351mqueued 7 - 05
Score priority
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 127msla 238mqueued 39 - 06
Deflect or route
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 180msla 359mqueued 44
Live trains on this line
4 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS1A-1005 | Contact at capture Maeve Okafor | O2C spine gbs | $87k | In flight | 31m / 1h 54m |
| CS1A-1013 | Contact at classify intent Lukas Adeyemi | O2C spine gbs | $69k | In flight | 52m / 48m |
| CS1A-1018 | Contact at identify customer Beatriz Achebe | O2C spine gbs | $78k | In flight | 2h 31m / 3h 40m |
| CS1A-1021 | Contact at identify customer Nadia Brennan | O2C spine gbs | $28k | In flight | 2h 51m / 3h 40m |