Operate
Backlog
Queue & ageing
Agent Workbench
Case handling
Configure
Workflows
Visual builder
Connectors
Mailboxes
AI Specialist Library
Prompts, model & routing
Policies
Confidence & routing rules
Knowledge Base
Articles, catalog, API
Observe
Audit Trail
Event log
Flow Observatory
Trace & replay
AI Observability
Tokens, cost & tools
Process Map
Live pipeline overlay
Journey Analytics
Resolution-time waterfall
Recommendations
AI process improvements
Tenant
Demo Hotels Group
Aurora Retail Group
Acting as
Jamie Rivera - AGENT
Sam Okafor - SUPERVISOR
Phase 5 ยท demo tenant
Backlog
Live view of incoming, in-flight and waiting cases across every queue.
Needs Attention
Oldest pending:
Need to cancel my reservation
waiting 719m
12
Total Incoming
5
Unassigned
0
Assigned
0
In Progress
0
Waiting
4
HITL Open
6
STP Completed
Ageing buckets (open cases)
<15m
0
15-30m
0
30-60m
2
1-2h
0
2-4h
0
4-8h
0
>8h
3