Case at assess
Owen Haddad
Customer Service · Tier-1 Resolution · CS2B Billing Dispute
$39k
value
91%
confidence
8
people affected
1h 2m
age
52m
sla
50%
progress
Currently held by
Order Status Agent
An agent owns the next move
Raised by
Pierre Muller
Requester of record
At station
Assess
Workflow 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 receive
-62mAnswer Composition Agent
Inputs, rule version and output hash written to the evidence log
Cleared pull invoice
-41mAnswer Composition Agent
Spine control pack posted, three-way evidence attached
Holding at assess
-21mOrder Status Agent
Inputs, rule version and output hash written to the evidence log
What happens next
The next station and its rule
Credit approve
run by Director, Tier-1 Service · Policy layer
Held for a named human when the unit exceeds the case decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
approver Director, Tier-1 Service
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 10m · 8 people or records downstream of this decision