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. 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
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 |