Ticket-to-Resolution

Transactional line · Information Technology · Service Desk

Runs when: Runs transactional. Starts when a threshold is crossed.

1453

units a week

96%

touchless

stations

14.0h

timetable

15.5h

actual

+11%

vs timetable

4 in time5 late0 late and material

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
Intake
AI GBS AI GBS depot
run by Intake & Classification Agent
dwell 129msla 151mqueued 3
IT1A-1020Ticket at intake3h 31m IT1A-1041Ticket at intake3h 37m
02
Classify
AI GBS AI GBS depot
run by Intake & Classification Agent
dwell 176msla 260mqueued 22
IT1A-1009Ticket at classify1h 53m IT1A-1031Ticket at classify7h 33m IT1A-1055Ticket at classify1h 37m
03
Retrieve knowledge
AI GBS AI GBS depot
run by Intake & Classification Agent
dwell 149msla 180mqueued 26
IT1A-1006Ticket at retrieve knowledge4h 43m
04
Auto-resolve
AI GBS AI GBS depot
run by Intake & Classification Agent
dwell 190msla 343mqueued 36
05
Escalate to tier 2
Workflow
run by Escalation Routing Agent
dwell 18msla 29mqueued 5
IT1A-1022Ticket at escalate to tier 225m
06
Resolve
Workflow
run by Satisfaction Agent
dwell 32msla 38mqueued 4
07
Confirm
AI GBS AI GBS depot
run by Intake & Classification Agent
dwell 36msla 81mqueued 44
08
Close
AI GBS AI GBS depot
run by Intake & Classification Agent
dwell 165msla 249mqueued 2
IT1A-1046Ticket at close5h 2m IT1A-1061Ticket at close2h 46m

Live trains on this line

9 units in motion right now

Ref	Work	Held by	Value	Status	Age / SLA
IT1A-1006	Ticket at retrieve knowledge Wren Whitfield	IT spine gbs	$20k	In flight	4h 43m / 3h 0m
IT1A-1009	Ticket at classify Elena Rhodes	IT spine gbs	$90k	In flight	1h 53m / 4h 20m
IT1A-1020	Ticket at intake Sofia Ito	IT spine gbs	$76k	Evidence posted	3h 31m / 2h 31m
IT1A-1022	Ticket at escalate to tier 2 Sanjay Sorensen	Director, Service Desk human	$88k	Human hold	25m / 29m
IT1A-1031	Ticket at classify Priya Petrov	IT spine gbs	$90k	In flight	7h 33m / 4h 20m
IT1A-1041	Ticket at intake Clara Ferreira	IT spine gbs	$32k	In flight	3h 37m / 2h 31m
IT1A-1046	Ticket at close Jonas Kowalski	Director, Service Desk human	$79k	Human hold	5h 2m / 4h 9m
IT1A-1055	Ticket at classify Leila Voss	IT spine gbs	$61k	In flight	1h 37m / 4h 20m
IT1A-1061	Ticket at close Hannah Tanaka	IT spine gbs	$82k	Auto-cleared	2h 46m / 4h 9m