Zoom 3 of 3 — line
Case Lifecycle
Transactional line · Customer Service · Case Management
Runs when: Runs transactional. Starts when a scheduled window opens.
5193
units a week
86%
touchless
7
stations
24.1h
timetable
27.2h
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
Open
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 164msla 320mqueued 6 - 02
Assign
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 158msla 371mqueued 6 - 03
Progress
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 32msla 75mqueued 23 - 04
SLA watch
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 97msla 184mqueued 21 - 05
Resolve
Workflowrun by Reopen Detection Agent
dwell 108msla 230mqueued 23 - 06
Quality check
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 62msla 90mqueued 30 - 07
Close
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 166msla 387mqueued 30
Live trains on this line
7 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS4A-1005 | Case at close Jonas Tanaka | O2C spine gbs | $59k | Auto-cleared | 3h 23m / 6h 27m |
| CS4A-1012 | Case at quality check Amara Whitfield | O2C spine gbs | $69k | In flight | 1h 28m / 1h 30m |
| CS4A-1014 | Case at open Daniel Sorensen | O2C spine gbs | $14k | In flight | 36m / 5h 20m |
| CS4A-1025 | Case at quality check Oscar Okafor | O2C spine gbs | $52k | Evidence posted | 1h 4m / 1h 30m |
| CS4A-1030 | Case at open Maeve Nakamura | O2C spine gbs | $62k | In flight | 6h 46m / 5h 20m |
| CS4A-1040 | Case at progress Idris Farouk | Director, Service Operations human | $88k | Human hold | 48m / 1h 15m |
| CS4A-1043 | Case at progress Aaron Brennan | O2C spine gbs | $62k | In flight | 1h 11m / 1h 15m |