Surge Absorption

Transactional line · Customer Service · Intake & Routing

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

1122

units a week

93%

touchless

stations

18.0h

timetable

21.0h

actual

+17%

vs timetable

5 in time2 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
Detect surge
Workflow
run by Omnichannel Capture Agent
dwell 61msla 114mqueued 23
CS1C-1039Contact at detect surge2h 5m CS1C-1047Contact at detect surge31m
02
Re-weight queues
Workflow
run by Intent Classification Agent
dwell 159msla 365mqueued 43
CS1C-1000Contact at re-weight queues3h 16m CS1C-1011Contact at re-weight queues6h 30m CS1C-1023Contact at re-weight queues2h 29m
03
Spin capacity
AI GBS AI GBS depot
run by Omnichannel Capture Agent
dwell 109msla 142mqueued 21
CS1C-1031Contact at spin capacity2h 2m
04
Notify workforce
Workflow
run by Priority Scoring Agent
dwell 134msla 192mqueued 44
05
Normalize
Workflow
run by Entitlement Check Agent
dwell 113msla 267mqueued 45
CS1C-1014Contact at normalize2h 10m

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