Case at escalate stuck
Nadia Tanaka
Customer Service · Case Management · CS4B Backlog Sweep
$39k
value
71%
confidence
31
people affected
8h 11m
age
8h 4m
sla
80%
progress
Currently held by
Merge & Dedupe Agent
An agent owns the next move
Raised by
Callum Novak
Requester of record
At station
Escalate stuck
Policy layer · station 4 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
Cleared identify aged
-491mCase Lifecycle Agent
Inputs, rule version and output hash written to the evidence log
Cleared classify cause
-368mSLA Clock Agent
Inputs, rule version and output hash written to the evidence log
Cleared auto-progress
-246mCase Lifecycle Agent
Spine control pack posted, three-way evidence attached
Holding at escalate stuck
-123mDirector, Service Operations
Inputs, rule version and output hash written to the evidence log
What happens next
The next station and its rule
Report
run by Reopen Detection 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 7m · 31 people or records downstream of this decision