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. more
- 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 |