Zoom 3 of 3 — line
Goodwill Credit
Transactional line · Customer Service · Tier-1 Resolution
Runs when: Runs transactional. Starts when a request lands in the queue.
796
units a week
89%
touchless
6
stations
15.1h
timetable
17.1h
actual
+13%
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
Assess
Workflowrun by Answer Composition Agent
dwell 155msla 238mqueued 18 - 02
Value
Workflowrun by Account Action Agent
dwell 151msla 229mqueued 12 - 03
Within envelope
AI GBS AI GBS depotrun by Answer Composition Agent
dwell 92msla 203mqueued 38 - 04
Over envelope 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 84msla 173mqueued 0 - 05
Issue
AI GBS AI GBS depotrun by Answer Composition Agent
dwell 119msla 185mqueued 2
Live trains on this line
4 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS2C-1001 | Case at log Maeve Kowalski | Answer Composition Agent agent | $87k | Auto-cleared | 2h 22m / 4h 14m |
| CS2C-1013 | Case at issue Yuki Adeyemi | O2C spine gbs | $81k | In flight | 4h 57m / 3h 5m |
| CS2C-1015 | Case at over envelope approve Elena Ito | Director, Tier-1 Service human | $6k | Human hold | 2h 53m / 2h 53m |
| CS2C-1024 | Case at over envelope approve Elena Haddad | Director, Tier-1 Service human | $83k | Human hold | 24m / 2h 53m |