Zoom 3 of 3 — line
Query to Resolution
Transactional line · Customer Service · Tier-1 Resolution
Runs when: Runs transactional. Starts when a threshold is crossed.
916
units a week
91%
touchless
6
stations
13.0h
timetable
14.4h
actual
+11%
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. more
- 01
Receive
Workflowrun by Answer Composition Agent
dwell 184msla 345mqueued 35 - 02
Retrieve context
AI GBS AI GBS depotrun by Answer Composition Agent
dwell 79msla 118mqueued 25 - 03
Compose answer
AI GBS AI GBS depotrun by Answer Composition Agent
dwell 42msla 68mqueued 8 - 04
Act on account
AI GBS AI GBS depotrun by Answer Composition Agent
dwell 81msla 146mqueued 21 - 05
Confirm
Workflowrun by Refund & Credit Agent
dwell 38msla 75mqueued 18 - 06
Close
AI GBS AI GBS depotrun by Answer Composition Agent
dwell 155msla 266mqueued 41
Live trains on this line
6 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS2A-1005 | Case at act on account Callum Marchetti | O2C spine gbs | $43k | In flight | 3h 3m / 2h 26m |
| CS2A-1011 | Case at retrieve context Grace Achebe | O2C spine gbs | $86k | In flight | 17m / 1h 58m |
| CS2A-1017 | Case at close Clara Okafor | O2C spine gbs | $52k | Evidence posted | 2h 22m / 4h 26m |
| CS2A-1026 | Case at confirm Zara Sorensen | Account Action Agent agent | $5k | In flight | 47m / 1h 15m |
| CS2A-1031 | Case at confirm Kofi Sandoval | Tier-1 Resolution Orchestrator agent | $72k | In flight | 1h 30m / 1h 15m |
| CS2A-1037 | Case at act on account Oscar Mensah | O2C spine gbs | $38k | In flight | 3h 4m / 2h 26m |