Zoom 3 of 3 — line
Surge Absorption
Transactional line · Customer Service · Intake & Routing
Runs when: Runs transactional. Starts when a scheduled window opens.
1122
units a week
93%
touchless
5
stations
18.0h
timetable
21.0h
actual
+17%
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
Detect surge
Workflowrun by Omnichannel Capture Agent
dwell 61msla 114mqueued 23 - 02
Re-weight queues
Workflowrun by Intent Classification Agent
dwell 159msla 365mqueued 43 - 03
Spin capacity
AI GBS AI GBS depotrun by Omnichannel Capture Agent
dwell 109msla 142mqueued 21 - 04
Notify workforce
Workflowrun by Priority Scoring Agent
dwell 134msla 192mqueued 44 - 05
Normalize
Workflowrun by Entitlement Check Agent
dwell 113msla 267mqueued 45
Live trains on this line
7 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS1C-1000 | Contact at re-weight queues Bruno Kowalski | Priority Scoring Agent agent | $90k | In flight | 3h 16m / 6h 5m |
| CS1C-1011 | Contact at re-weight queues Mei Brennan | Entitlement Check Agent agent | $78k | In flight | 6h 30m / 6h 5m |
| CS1C-1014 | Contact at normalize Aaron Brennan | Intent Classification Agent agent | $74k | Auto-cleared | 2h 10m / 4h 27m |
| CS1C-1023 | Contact at re-weight queues Clara Novak | Omnichannel Capture Agent agent | $36k | In flight | 2h 29m / 6h 5m |
| CS1C-1031 | Contact at spin capacity Oscar Delgado | O2C spine gbs | $59k | Evidence posted | 2h 2m / 2h 22m |
| CS1C-1039 | Contact at detect surge Maeve Sorensen | Routing Agent agent | $65k | In flight | 2h 5m / 1h 54m |
| CS1C-1047 | Contact at detect surge Kofi Adeyemi | Omnichannel Capture Agent agent | $34k | Evidence posted | 31m / 1h 54m |