Zoom 3 of 3 — line
Sample to Coaching Action
Transactional line · Customer Service · Quality & Coaching
Runs when: Runs transactional. Starts when an upstream system posts an event.
8078
units a week
72%
touchless
6
stations
15.2h
timetable
11.8h
actual
-22%
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
Sample
AI GBS AI GBS depotrun by Quality Orchestrator
dwell 87msla 200mqueued 32 - 02
Score
AI GBS AI GBS depotrun by Interaction Sampling Agent
dwell 167msla 342mqueued 12 - 03
Calibrate
Workflowrun by Calibration Agent
dwell 180msla 314mqueued 9 - 04
Draft coaching
Workflowrun by Coaching Plan Agent
dwell 188msla 287mqueued 7 - 05
Deliver
Policyrun by Director, Service Quality
Gate: Held for a named human when the unit exceeds the quality review decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Director, Service Quality
dwell 248msla 447mqueued 1 - 06
Track improvement
Workflowrun by Agent Performance Agent
dwell 92msla 220mqueued 31
Live trains on this line
5 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| CS9A-1005 | Quality review at score Ethan Whitfield | GBS spine gbs | $83k | In flight | 4h 18m / 5h 42m |
| CS9A-1010 | Quality review at score Hannah Muller | GBS spine gbs | $64k | In flight | 5h 13m / 5h 42m |
| CS9A-1014 | Quality review at calibrate Farrah Costa | Calibration Agent agent | $59k | In flight | 46m / 5h 14m |
| CS9A-1023 | Quality review at deliver Priya Raman | Calibration Agent agent | $89k | Evidence posted | 7h 12m / 7h 27m |
| CS9A-1031 | Quality review at calibrate Priya Kaplan | Quality Scoring Agent agent | $48k | Evidence posted | 4h 8m / 5h 14m |