Zoom 3 of 3 — line
Billing Dispute
Transactional line · Customer Service · Tier-1 Resolution
Runs when: Runs transactional. Starts when an upstream system posts an event.
1787
units a week
89%
touchless
6
stations
3.5h
timetable
3.1h
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 53msla 84mqueued 26 run by Answer Composition Agent
dwell 164msla 358mqueued 6- 03
Assess
Workflowrun by Order Status Agent
dwell 24msla 52mqueued 18 - 04
Credit approve
Policyrun by Director, Tier-1 Service
Gate: Held for a named human when the unit exceeds the case decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Director, Tier-1 Service
dwell 237msla 418mqueued 9 run by Answer Composition Agent
dwell 170msla 318mqueued 1- 06
Confirm
Workflowrun by Sentiment Monitor Agent
dwell 139msla 278mqueued 41
Live trains on this line
5 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS2B-1003 | Case at post Owen Rhodes | O2C spine gbs | $66k | In flight | 7h 22m / 5h 18m |
| CS2B-1008 | Case at assess Pierre Muller | Handoff Agent agent | $87k | In flight | 32m / 52m |
| CS2B-1019 | Case at post Hannah Delgado | O2C spine gbs | $36k | Evidence posted | 3h 57m / 5h 18m |
| CS2B-1021 | Case at assess Owen Haddad | Order Status Agent agent | $39k | In flight | 1h 2m / 52m |
| CS2B-1034 | Case at receive Ethan Brennan | Answer Composition Agent agent | $6k | In flight | 54m / 1h 24m |