Zoom 3 of 3 — line
Backlog Sweep
Transactional line · Customer Service · Case Management
Runs when: Runs transactional. Starts when an upstream system posts an event.
2856
units a week
90%
touchless
5
stations
21.8h
timetable
18.7h
actual
-14%
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
Identify aged
Workflowrun by Case Lifecycle Agent
dwell 159msla 227mqueued 16 - 02
Classify cause
Workflowrun by SLA Clock Agent
dwell 174msla 332mqueued 11 - 03
Auto-progress
AI GBS AI GBS depotrun by Case Lifecycle Agent
dwell 101msla 189mqueued 13 - 04
Escalate stuck
Policyrun by Director, Service Operations
Gate: Held for a named human when the unit exceeds the case decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Director, Service Operations
dwell 210msla 484mqueued 1 - 05
Report
Workflowrun by Reopen Detection Agent
dwell 155msla 186mqueued 23
Live trains on this line
7 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS4B-1005 | Case at escalate stuck Nadia Tanaka | Merge & Dedupe Agent agent | $39k | Evidence posted | 8h 11m / 8h 4m |
| CS4B-1013 | Case at identify aged Hiro Duarte | Closure Quality Agent agent | $82k | In flight | 1h 45m / 3h 47m |
| CS4B-1017 | Case at auto-progress Amara Nakamura | O2C spine gbs | $45k | In flight | 1h 55m / 3h 9m |
| CS4B-1021 | Case at classify cause Ines Adeyemi | Aging & Backlog Agent agent | $54k | In flight | 5h 38m / 5h 32m |
| CS4B-1034 | Case at identify aged Amara Adeyemi | Aging & Backlog Agent agent | $77k | In flight | 6h 29m / 3h 47m |
| CS4B-1037 | Case at classify cause Zara Muller | Merge & Dedupe Agent agent | $55k | In flight | 1h 48m / 5h 32m |
| CS4B-1044 | Case at classify cause Leila Achebe | Closure Quality Agent agent | $59k | In flight | 1h 37m / 5h 32m |