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. Gates name the rule and the human approver. Trains parked at a station are live units of work — click one to read its full evidence trail.
- 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 |