Zoom 3 of 3 — line
Reopen Handling
Transactional line · Customer Service · Case Management
Runs when: Runs transactional. Starts when an upstream system posts an event.
7814
units a week
96%
touchless
5
stations
1.5h
timetable
1.2h
actual
-20%
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
Detect reopen
Workflowrun by Case Lifecycle Agent
dwell 27msla 65mqueued 46 - 02
Diagnose cause
Workflowrun by SLA Clock Agent
dwell 50msla 82mqueued 40 - 03
Re-route
Workflowrun by Aging & Backlog Agent
dwell 11msla 14mqueued 41 - 05
Root cause log
Workflowrun by Reopen Detection Agent
dwell 26msla 48mqueued 27
Live trains on this line
8 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS4C-1006 | Case at root cause log Beatriz Muller | Closure Quality Agent agent | $968 | Evidence posted | 48m / 48m |
| CS4C-1012 | Case at resolve Simon Ito | Case Management Orchestrator agent | $64k | In flight | 4h 19m / 6h 29m |
| CS4C-1014 | Case at detect reopen Mei Whitfield | Aging & Backlog Agent agent | $45k | In flight | 20m / 1h 5m |
| CS4C-1021 | Case at root cause log Lukas Marchetti | Reopen Detection Agent agent | $90k | Auto-cleared | 1h 6m / 48m |
| CS4C-1030 | Case at root cause log Elena Bianchi | Case Management Orchestrator agent | $43k | Auto-cleared | 19m / 48m |
| CS4C-1040 | Case at detect reopen Simon Voss | Reopen Detection Agent agent | $66k | Evidence posted | 55m / 1h 5m |
| CS4C-1048 | Case at diagnose cause Ines Muller | Reopen Detection Agent agent | $37k | Evidence posted | 42m / 1h 22m |
| CS4C-1052 | Case at detect reopen Grace Haddad | Closure Quality Agent agent | $68k | In flight | 58m / 1h 5m |