Zoom 3 of 3 — line
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
5
stations
16.8h
timetable
13.0h
actual
-23%
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 160msla 305mqueued 13 - 02
Match knowledge
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 133msla 211mqueued 23 - 03
Offer answer
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 124msla 174mqueued 12 - 04
Confirm resolved
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 156msla 256mqueued 6 - 05
Escalate on fail
Workflowrun 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 |