Concierge (EXPERIMENTAL)

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Date	Name	Company	Contacts	Tickets	Status
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Company

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▶ Transcript

Extractions

Priority	Ticket	Status	Subject	Company	Category	Stage	Jira	Committed	Owner	Created

Resolution Center

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Total Procedures

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Total Resolutions

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Avg Resolution (min)

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With Symptoms

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Matched Last 7d

Effectiveness Metrics

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First-Contact Resolution %

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Escalation Rate

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Tree Coverage %

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Unrouted Tickets (7d)

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Avg Steps to Resolution

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Resolution Durability (7d)

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Resolution Durability (30d)

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Reroute Rate

Maturity Distribution

By Module

Resolution Activity (30d)

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Total Activity

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Avg Duration (min)

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Resolution Rate

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Sessions Today

By Source

Top Procedures

Daily Trend

Intelligence Metrics (7d)

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Avg Triage Confidence

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Routing Accuracy

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Deflection Success

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Avg Time to Resolve

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Feedback Events (7d)

Confidence & Resolution Trend (30d)

Feedback Volume by Type (7d)

Knowledge Health

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Token Budget

Level	Title	Module	Resolutions	Avg Time	Playbook	Last Matched

ID	Procedure	Trigger	Status	Started	Duration	Actions

0 new

Name	Severity	Schedule	Enabled	Last Run	Alerts	Actions

Auto-refresh: 60s

Time	Ticket	Company	Source	Procedure	Outcome	Duration

Module	Procedures	With Symptoms	Coverage	Total Matches	Maturity	Last Match

Recent Promotions

Procedures Needing Enrichment

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Top Company

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Highest Volume

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Avg Resolution %

Company	Sessions	Resolved	Resolution %	Avg Duration	Last Activity

Automation Command Center

Reference guide for the automation platform — maturity model, workflows, and shortcuts.

? Getting Started

The Automation Command Center manages support procedure automation through a maturity model. Procedures start at L0 (manual) and automatically promote as they prove reliability. The system triages incoming tickets, matches them to known procedures, runs diagnostics, and — at higher maturity levels — executes remediation steps with appropriate approval gates.

Scorecard — Overview of procedure maturity, resolution metrics, and coaching score
Catalog — Browse, search, and manage all known procedures
Builder — Create and edit procedure playbooks with diagnostic and remediation steps
Execution Log — Audit trail of every automated execution
Airlock — Approval queue for remediation actions awaiting review
Coaching — AI-generated recommendations for promotions, improvements, and new procedures
Alerts — Proactive detection rules and the alerts they generate
Live Feed — Real-time stream of all resolution activity across CLI, daemon, bridge, and manual pathways
Gaps — Sessions that ended without a matched procedure — opportunities for new KB entries
Heatmap — Which companies generate the most triage activity, sorted by volume with resolution rates

L Maturity Model (L0 – L4)

Procedures advance through five maturity levels. Each level unlocks more automation. Failures trigger automatic demotion.

Level	Name	Behavior	Promotion Criteria	Demotion Trigger
L0	Manual	KB match displayed; human executes everything	Default for new procedures	N/A (lowest level)
L1	Assisted	Diagnostics auto-run; results shown to agent	5+ resolutions and playbook exists	Any failure drops to L0
L2	Supervised	Diagnostics + remediation auto-queued to Airlock	15+ resolutions, 0 failures in last 10	Any failure drops to L1
L3	Approved-Auto	Auto-executes after single-click approval	30+ resolutions, 0 failures in last 20	Any failure drops to L2
L4	Autonomous	Executes without approval for known-safe patterns	50+ resolutions, 0 failures in last 30	Any failure drops to L3

⇄ Workflow Flows

Triage Flow

Ticket arrives → Daemon triages → Match procedure → Auto-run diagnostics (L1+) → Queue remediation (L2+) → Check deflection → Increment resolution count

Playbook Execution Flow

User/auto trigger → Validate parameters → Run diagnostics (read-only) → Queue remediation to Airlock → Approved → Execute in transaction → Verification queries → Run complete

Coaching Flow

Daily scheduled → Check promotions / demotions → Cluster recent tickets → Generate recommendations → Snapshot metrics

Proactive Detection Flow

Every 30 min → Run detection rules → Threshold check → Create alerts → Auto-match KB procedures

Deflection Flow

Triage 90%+ confidence → Match L1+ procedure → Generate draft response → Queue for approval → Approved → Send

☷ Tab Reference

Tab	Purpose
Scorecard	High-level metrics: total procedures, resolutions, maturity donut, coaching score gauge, and 7-day trend sparklines.
Catalog	Searchable/filterable table of all procedures. Click a row to view details and playbook.
Builder	Create or edit procedures with title, module, symptoms, KB content, and multi-step playbooks (diagnostics + remediations).
Execution Log	Full audit trail of every automated playbook execution — status, timing, and results.
Airlock	Review queue for pending remediation actions. Approve, reject, or execute items. Shows SQL preview and rollback plans.
Coaching	AI recommendations: promotions, new procedure suggestions, and clustering insights. Accept, dismiss, or complete recommendations.
Alerts	Proactive detection alerts and rule management. Acknowledge, resolve, or mark false positives. Configure detection rules.
Live Feed	Real-time unified stream of all resolution activity — CLI triage, daemon, bridge/playbook, and manual closures. Filter by source and outcome.
Gaps	Sessions that ended without a matching procedure or resolution. Identifies opportunities for new KB entries.
Heatmap	Company-level view of triage volume, resolution rates, and average duration. Click a company to filter the Live Feed.
Help	This reference page.

/ API Endpoints

Show all endpoints

Automation

GET /automation/scorecard GET /automation/filters GET /automation/procedures GET /automation/procedures/:id POST /automation/procedures PUT /automation/procedures/:id GET /automation/executions

Airlock

GET /airlock PUT /airlock/:id/approve PUT /airlock/:id/reject POST /airlock/:id/execute POST /airlock/:id/rollback

Coaching

GET /coaching/metrics GET /coaching/recommendations PUT /coaching/recommendations/:id/accept PUT /coaching/recommendations/:id/dismiss PUT /coaching/recommendations/:id/complete POST /coaching/run PUT /coaching/promote/:id

Proactive Detection

GET /proactive/alerts PUT /proactive/alerts/:id/acknowledge PUT /proactive/alerts/:id/resolve PUT /proactive/alerts/:id/false-positive POST /proactive/run

Proactive Rules

GET /proactive/rules POST /proactive/rules PUT /proactive/rules/:id PUT /proactive/rules/:id/toggle DELETE /proactive/rules/:id

Triage & Deflection

POST /triage GET /deflection/queue PUT /deflection/:id/approve PUT /deflection/:id/reject

⌘ Keyboard Shortcuts

Shortcut	Action
Shift + A	Switch to Automation Command Center
1 – 0, -	Switch sub-tabs (when Automation is active): 1=Scorecard, 2=Catalog, 3=Builder, 4=Exec Log, 5=Airlock, 6=Coaching, 7=Alerts, 8=Live Feed, 9=Gaps, 0=Heatmap, -=Help
Escape	Close any open modal or overlay

Knowledge Tree

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Token Budget by Module

Stale Documents

Company Knowledge

Modules

Context

Import Document

Knowledge Builder

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Select what you want to build:

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Review Queue

Create Daemon Task

Resolution Center

Group by module

Tree Planner

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Describe the support issue. I'll figure out where it belongs in the tree structure.

Tree Editor

Claude Assist

AI-powered suggestions for tree structure and node configuration.

Select a node, then use the actions above to get AI suggestions.

Ticket	Tree Path	Final Node	Confidence	Outcome	Date	Actions

Create Resolution Tree

Name *

Description

Module

Reclassify Routing

Click the correct node to reclassify this routing:

Override Triage

Local-only preferences. Stored in your browser (localStorage). Not synced or shared.

Local Bridge Folder

Path to the bridge directory on your machine. Used in the "Bridge not running" instructions.

CS Dashboard

Authorize CLI