Contact at detect surge
Maeve Sorensen
Customer Service · Intake & Routing · CS1C Surge Absorption
$65k
value
93%
confidence
28
people affected
2h 5m
age
1h 54m
sla
20%
progress
Currently held by
Routing Agent
An agent owns the next move
Raised by
Victor Kaplan
Requester of record
At station
Detect surge
Workflow layer · station 1 of 5
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
Holding at detect surge
-125mOmnichannel Capture Agent
Inputs, rule version and output hash written to the evidence log
What happens next
The next station and its rule
Re-weight queues
run by Intent Classification Agent · Workflow layer
No gate here. The agent clears this station inside its envelope and posts evidence.
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 11m · 28 people or records downstream of this decision