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Escalated Case to Fix
Transactional line · Customer Service · Tier-2 Technical
Runs when: Runs transactional. Starts when a threshold is crossed.
5568
units a week
70%
touchless
7
stations
8.6h
timetable
7.3h
actual
-15%
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 Diagnostic Agent
dwell 117msla 226mqueued 32 - 02
Diagnose
Workflowrun by Log Analysis Agent
dwell 74msla 87mqueued 22 - 03
Analyze logs
Workflowrun by Reproduction Agent
dwell 20msla 37mqueued 3 - 04
Match known error
Workflowrun by Known-Error Match Agent
dwell 151msla 203mqueued 20 - 05
Apply workaround
Workflowrun by Workaround Agent
dwell 144msla 260mqueued 5 - 06
Verify
Workflowrun by Engineering Handoff Agent
dwell 33msla 55mqueued 9 - 07
Close
AI GBS AI GBS depotrun by Engineering Handoff Agent
dwell 142msla 237mqueued 2
Live trains on this line
8 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS3A-1005 | Escalated case at close Callum Raman | GBS spine gbs | $17k | Evidence posted | 1h 40m / 3h 57m |
| CS3A-1012 | Escalated case at diagnose Aaron Voss | Root Cause Narrative Agent agent | $57k | In flight | 1h 28m / 1h 27m |
| CS3A-1019 | Escalated case at match known error Idris Haddad | Workaround Agent agent | $50k | Evidence posted | 6h 3m / 3h 23m |
| CS3A-1023 | Escalated case at match known error Aaron Bianchi | Tier-2 Technical Orchestrator agent | $20k | Evidence posted | 6h 32m / 3h 23m |
| CS3A-1031 | Escalated case at close Yuki Kowalski | GBS spine gbs | $91k | Auto-cleared | 4h 16m / 3h 57m |
| CS3A-1040 | Escalated case at diagnose Rosa Mensah | Diagnostic Agent agent | $43k | In flight | 1h 49m / 1h 27m |
| CS3A-1046 | Escalated case at diagnose Nadia Kaplan | Technical Escalation Policy Agent agent | $65k | In flight | 1h 45m / 1h 27m |
| CS3A-1055 | Escalated case at analyze logs Rafael Tanaka | Known-Error Match Agent agent | $4k | Evidence posted | 9m / 37m |