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. 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
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 |