Zoom 3 of 3 — line
Escalation Handling
Transactional line · Information Technology · Service Desk
Runs when: Runs transactional. Starts when a scheduled window opens.
6587
units a week
87%
touchless
4
stations
14.1h
timetable
16.5h
actual
+17%
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 breach risk
AI GBS AI GBS depotrun by Intake & Classification Agent
dwell 67msla 119mqueued 35 - 02
Reroute
AI GBS AI GBS depotrun by Intake & Classification Agent
dwell 150msla 325mqueued 12 - 03
Notify owner
Policyrun by Director, Service Desk
Gate: Held for a named human when the unit exceeds the ticket decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Director, Service Desk
dwell 21msla 36mqueued 3
Live trains on this line
4 units in motion right now
| Ref | Work | Held by | Value | Status | Age / SLA |
|---|---|---|---|---|---|
| IT1C-1005 | Ticket at notify owner Farrah Voss | Director, Service Desk human | $40k | Human hold | 39m / 36m |
| IT1C-1007 | Ticket at reroute Owen Nakamura | IT spine gbs | $47k | In flight | 4h 52m / 5h 25m |
| IT1C-1016 | Ticket at track Idris Voss | Intake & Classification Agent agent | $17k | Auto-cleared | 15m / 1h 31m |
| IT1C-1025 | Ticket at reroute Maeve Costa | IT spine gbs | $51k | In flight | 5h 22m / 5h 25m |