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

stations

8.6h

timetable

7.3h

actual

-15%

vs timetable

4 clear4 evidenced0 held

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
Receive
Workflow
run by Diagnostic Agent
dwell 117msla 226mqueued 32
02
Diagnose
Workflow
run by Log Analysis Agent
dwell 74msla 87mqueued 22
CS3A-1012Escalated case at diagnose1h 28m CS3A-1040Escalated case at diagnose1h 49m CS3A-1046Escalated case at diagnose1h 45m
03
Analyze logs
Workflow
run by Reproduction Agent
dwell 20msla 37mqueued 3
CS3A-1055Escalated case at analyze logs9m
04
Match known error
Workflow
run by Known-Error Match Agent
dwell 151msla 203mqueued 20
CS3A-1019Escalated case at match known error6h 3m CS3A-1023Escalated case at match known error6h 32m
05
Apply workaround
Workflow
run by Workaround Agent
dwell 144msla 260mqueued 5
06
Verify
Workflow
run by Engineering Handoff Agent
dwell 33msla 55mqueued 9
07
Close
AI GBS AI GBS depot
run by Engineering Handoff Agent
dwell 142msla 237mqueued 2
CS3A-1005Escalated case at close1h 40m CS3A-1031Escalated case at close4h 16m

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

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