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. more
- 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 |