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. more
- 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 |