Self-Service Deflection

Transactional line · Customer Service · Intake & Routing

Runs when: Runs transactional. Starts when a scheduled window opens.

463

units a week

92%

touchless

stations

16.8h

timetable

13.0h

actual

-23%

vs timetable

5 in time1 late0 late and material

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 depot
run by Omnichannel Capture Agent
dwell 160msla 305mqueued 13
CS1B-1001Contact at capture30m
02
Match knowledge
AI GBS AI GBS depot
run by Omnichannel Capture Agent
dwell 133msla 211mqueued 23
CS1B-1023Contact at match knowledge3h 14m CS1B-1040Contact at match knowledge23m
03
Offer answer
AI GBS AI GBS depot
run by Omnichannel Capture Agent
dwell 124msla 174mqueued 12
04
Confirm resolved
AI GBS AI GBS depot
run by Omnichannel Capture Agent
dwell 156msla 256mqueued 6
CS1B-1011Contact at confirm resolved4h 3m CS1B-1020Contact at confirm resolved6h 11m CS1B-1033Contact at confirm resolved1h 17m
05
Escalate on fail
Workflow
run by Entitlement Check Agent
dwell 62msla 139mqueued 26

Live trains on this line

6 units in motion right now

Ref	Work	Held by	Value	Status	Age / SLA
CS1B-1001	Contact at capture Victor Farouk	O2C spine gbs	$14k	In flight	30m / 5h 5m
CS1B-1011	Contact at confirm resolved Farrah Baptiste	O2C spine gbs	$70k	In flight	4h 3m / 4h 16m
CS1B-1020	Contact at confirm resolved Elena Adeyemi	O2C spine gbs	$46k	In flight	6h 11m / 4h 16m
CS1B-1023	Contact at match knowledge Jonas Haddad	O2C spine gbs	$92k	In flight	3h 14m / 3h 31m
CS1B-1033	Contact at confirm resolved Maeve Tanaka	O2C spine gbs	$79k	Evidence posted	1h 17m / 4h 16m
CS1B-1040	Contact at match knowledge Callum Muller	O2C spine gbs	$90k	Evidence posted	23m / 3h 31m