Zoom 3 of 3 — line
Defect Handoff
Transactional line · Customer Service · Tier-2 Technical
Runs when: Runs transactional. Starts when an upstream system posts an event.
1700
units a week
80%
touchless
6
stations
16.1h
timetable
19.6h
actual
+22%
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
Confirm defect
Workflowrun by Diagnostic Agent
dwell 94msla 177mqueued 41 - 02
Package evidence
Workflowrun by Log Analysis Agent
dwell 133msla 317mqueued 31 run by Reproduction Agent
dwell 48msla 105mqueued 35- 04
Track
Workflowrun by Known-Error Match Agent
dwell 142msla 330mqueued 9 - 05
Verify fix
Workflowrun by Workaround Agent
dwell 28msla 59mqueued 12 - 06
Notify customer
Workflowrun by Engineering Handoff Agent
dwell 36msla 55mqueued 10
Live trains on this line
5 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS3B-1000 | Escalated case at confirm defect Daniel Ellery | Tier-2 Technical Orchestrator agent | $28k | In flight | 4h 2m / 2h 57m |
| CS3B-1011 | Escalated case at package evidence Bruno Novak | Director, Technical Support human | $82k | Human hold | 50m / 5h 17m |
| CS3B-1020 | Escalated case at track Sanjay Costa | Director, Technical Support human | $90k | Human hold | 3h 42m / 5h 30m |
| CS3B-1021 | Escalated case at raise to engineering Clara Muller | Known-Error Match Agent agent | $57k | In flight | 1h 53m / 1h 45m |
| CS3B-1034 | Escalated case at confirm defect Grace Voss | Root Cause Narrative Agent agent | $37k | In flight | 1h 5m / 2h 57m |