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

stations

16.1h

timetable

19.6h

actual

+22%

vs timetable

3 in time2 late0 late and material

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
Confirm defect
Workflow
run by Diagnostic Agent
dwell 94msla 177mqueued 41
CS3B-1000Escalated case at confirm defect4h 2m CS3B-1034Escalated case at confirm defect1h 5m
02
Package evidence
Workflow
run by Log Analysis Agent
dwell 133msla 317mqueued 31
CS3B-1011Escalated case at package evidence50m
03
Raise to engineering
Workflow interchange to engineering
run by Reproduction Agent
dwell 48msla 105mqueued 35
CS3B-1021Escalated case at raise to engineering1h 53m
04
Track
Workflow
run by Known-Error Match Agent
dwell 142msla 330mqueued 9
CS3B-1020Escalated case at track3h 42m
05
Verify fix
Workflow
run by Workaround Agent
dwell 28msla 59mqueued 12
06
Notify customer
Workflow
run 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