Contact at classify intent
Lukas Adeyemi
Customer Service · Intake & Routing · CS1A Contact to Routed Case
$69k
value
90%
confidence
5
people affected
52m
age
48m
sla
50%
progress
Currently held by
O2C spine
Running in the shared AI GBS spine
Raised by
Callum Duarte
Requester of record
At station
Classify intent
AI GBS layer · station 3 of 6
Where this train is on the line
Evidence trail
Every station this unit has passed, who acted, and what they left behind
This is the readable trail. more
Cleared capture
-52mOmnichannel Capture Agent
Spine control pack posted, three-way evidence attached
Cleared identify customer
-35mOmnichannel Capture Agent
Spine control pack posted, three-way evidence attached
Holding at classify intent
-17mOmnichannel Capture Agent
Spine control pack posted, three-way evidence attached
What happens next
The next station and its rule
Check entitlement
run by Omnichannel Capture Agent · AI GBS layer
No gate here. The agent clears this station inside its envelope and posts evidence.
Handed to the AI GBS depot
Why the signal is what it is
Derived from time against commitment, not from the state
Amber. Either this item is at or past the time it was committed to and is not material enough to escalate, or it is inside the time but has burned three quarters of it while carrying high or critical materiality. Amber says nothing about who holds it: an item can be amber and moving normally through an agent.
Past SLA by 4m · 5 people or records downstream of this decision