Ops Dashboard
Wednesday, August 12 · live view (demo data) · every widget = an API endpoint, exportable to CSV
3
Unassigned requests
oldest: 1d 20h ⚠
4
HITL drafts awaiting approval
SLA: 38 min remaining
7
Pickups scheduled today
4–7p window: 5 of 8 capacity
9
Pickups scheduled tomorrow
Thu 8/13 · subs notified · 2-day rule ✓
6
Pickups scheduled in 2 days
Fri 8/14 · 3 slots still open
Contact cadence funnel — last 7 days
Median time-to-schedule: 3.1 h (was ~2 days manual)
Needs attention
| ⚠ #38402 reply classified unclear → routed to human |
| ⏰ ER-GA-ATLSouth Mon 4–7p at full capacity |
| 🔁 2 sends held for 9:00 a.m. local (quiet hours) |
| 🚩 1 auto-demotion this month: Email 5 → back to HITL |
| 💳 3 requests in completed payment owing > 30 days |
Queue capacity — booked / capacity, week of Aug 9 (Atlanta region)
| Queue · Slot | Sun 8/9 | Mon 8/10 | Tue 8/11 | Wed 8/12 | Thu 8/13 | Fri 8/14 | Sat 8/15 |
|---|---|---|---|---|---|---|---|
| ER-GA-ATLSouth · 4–7p | — | 4/4 | 3/4 | 1/4 | 2/4 | 1/4 | 0/2 |
| ER-GA-ATL85 · 12–4p | — | 1/3 | 1/3 | 0/3 | 2/3 | 1/3 | — |
| ER-GA-ATLDecatur · 8–12p | — | 1/2 | 0/2 | 1/2 | 0/2 | 2/2 | — |
Unassigned Requests
Same board as today’s T2 — plus the Daily Auto-Assignment agent.
| Request | Client | Queue | Uploaded | Priority | Action |
|---|---|---|---|---|---|
| #38402 Jordan Meyers — Equipment Retrieval — Locust Grove, GA | Centauri Health Solutions | ER-GA-ATLSouth | Aug 6, 9:44p | standard | |
| #38417 Dana Whitfield — Equipment Retrieval — Marietta, GA | Kaiser Permanente — 28101 Regional | ER-GA-NW | Aug 7, 3:02p | urgent | |
| #38423 Chris Alvarez — Equipment Retrieval — Austin, TX | SMX | ER-TX-Austin | Aug 7, 7:32p | standard |
💡 Auto-Assignment rule (editable in System Map): match geo queue → offer to queue’s concierges (acceptance SLA 2h) → backup subcontractor → escalate to Chelsea. Every step logged.
Request #38402 — Jordan Meyers in process Contact Agent: HITL
Centauri Health Solutions · Equipment Retrieval · created Aug 6 · concierge: Romeo L. · queue ER-GA-ATLSouth
New
Contacting
Scheduled
Picked up
Shipped
Completed
Details
Corporate client Centauri Health Solutions
Assigned concierge Romeo L.
Items HP laptop #24426 + power cord
Employee Jordan Meyers · (404) 555-0122 · [email protected]
Pickup 2828 Harcort Dr, Locust Grove, GA 30248 ZIP verified · ET
Ship to FedEx → MCPc, 21500 Aerospace Pkwy, Cleveland OH
FedEx instructions (from client setup, editable per request)
FedEx account
Tracking # ITSD-245078 · RMA 13574831
Scheduled Thu Aug 13, 4–7 p.m. queue-local (booked by Scheduling Agent, approved by Chelsea)
Pickup date/time Shipped date/time
Attachments (2: pickup photo, FedEx receipt)
Billing & completion HITL-locked
| Item | hrs / units | rate | total |
|---|---|---|---|
| Standard service (prorated ½ hr) | $100/hr | $100.00 | |
| Urgent fee | $125/hr | $0.00 | |
| After-hours fee | $150/hr | $0.00 | |
| Expenses (FedEx) | $14.20 | ||
| Total | $114.20 | ||
Billed to
“Completed” is blocked until billing info is entered. On completion: charge or invoice line posts, receipt PDF emails to the client and lands in their portal for re-download.
Agent activity (flight recorder)
| Aug 7 · 9:00a | Text 1 sent · template ER-text1 v14 · model claude-sonnet · approved: Chelsea |
| Aug 7 · 9:22a | Reply received → intent: YES (0.97) |
| Aug 7 · 9:23a | Address confirm sent · ER-addr v6 · approved: Chelsea |
| Aug 7 · 9:31a | Slot booked: Thu Aug 13, 4–7p (3/4 → 4/4 in ER-GA-ATLSouth) · memo + client webhook fired |
| Aug 7 · 9:31a | Status new → in process · concierge → Romeo L. · receipt emailed to Chelsea |
Conversation (SMS)
Jordan, this is Romeo with the Equipment Retrieval team. Centauri Health asked that I schedule pickup of their equipment. Will someone be home Thu 8/13, 4–7 p.m.? Thanks!Agent draft → approved by Chelsea · 9:00a
Yes that works9:22a
Great — is the pickup address 2828 Harcort Dr, Locust Grove GA?auto-template · 9:23a
Yep9:29a
Thanks for your quick response. A team member will text you an ETA when headed your way.9:31a
Notes & memos 1 unseen by client
🟢 Client memo: Confirmed for pickup Thu 8/13, 4–7p
posted 9:31a — client has NOT opened this note yet · they see it in their portal at the ticket level and can reply
posted 9:31a — client has NOT opened this note yet · they see it in their portal at the ticket level and can reply
💬 Client note thread: "Please make sure they bring the docking station too" — IBX admin, 8:12a seen · replied
📋 Concierge note (internal): gate code 4482, dog in yard
Scheduling — Queues & Time Slots
Queues are mapped by ZIP code · all slot times are queue-local · set one default template for every ER queue, edit only the exceptions. Try editing a capacity.
ER-GA-ATLSouth — week of Sun Aug 9, 2026 · all times queue-local (ET) · queue manager: Chelsea · default owner: Romeo L.
| Slot (local) | Sun 8/9 | Mon 8/10 | Tue 8/11 | Wed 8/12 | Thu 8/13 | Fri 8/14 | Sat 8/15 |
|---|---|---|---|---|---|---|---|
| 8a–12p | |||||||
| 12–4p | |||||||
| 4–7p |
Auto-scheduling defaults — set once, override only the exceptions
| Variable | Subcontractor areas | Internal-concierge areas (Nigel · Aly · Angelo) |
|---|---|---|
| Lag time (notice before first offer) | days | next day — the system sees their calendars, so we schedule tighter |
| Pickup window length | hrs | hrs |
| Slots per day | from concierge calendar |
Fill order closest day first: fill today+lag completely (both slots), then the next day, and so on into the future. Client not available → roll to the next available day.
Local time every offer is computed in the pickup ZIP's local timezone — always.
All of these are workflow variables editable in the System Map without a developer — lag time, window length, slots/day, fill order.
Capacity changes — take effect immediately
Increase new slots are offerable immediately; waitlist fills them first
Decrease booked pickups never auto-cancel — they route to HITL with reschedule drafts
Every change versions instantly and the scheduler re-reads capacity at each booking commit — no restart, no lag. Full plan in the Scheduling Algorithm document.
Exceptions — scheduled but can't fulfill 1 open
| Romeo L. out sick Thu 8/13 · 4 booked pickups affected |
Procedure: reassign within the same window first (covering concierge → backup sub) → if impossible, a human chooses renegotiate-or-reschedule with pre-drafted customer texts → notifications fire → nothing silently drops. Every step ledgered.
🗺 ZIP → queue routing: queues are set by ZIP code. Phase 0 loads Andrea's regions-per-ZIP file as the routing table; in parallel we evaluate a best-in-class routing dataset (traffic patterns, city vs rural density, drive-time) to replace the manual file over time.
Availability check (what the Scheduling Agent runs)
ZIP 30248 → queue
ER-GA-ATLSouth · timezone ETRequest received Wed 8/12 → earliest offer Fri 8/14 2-business-day rule
Next offerable slots (queue-local time) Fri 8/14 4–7p (0 left — full) · Mon 8/17 12–4p (2 left) · Tue 8/18 10a–1p (3 left)
No response by midnight tonight → offers roll forward to Mon 8/17+ automatically. Subs always get 2 business days’ notice.
Guardrails
- Agent can never overbook — capacity is re-read at booking commit inside a transaction; if you change availability mid-scheduling, the agent re-validates and re-offers
- ZIP-first mapping (typos in imported city names can’t misroute)
- 2-business-day lead rule enforced — subs always get notice to get pickups on their schedule
- Every capacity change is versioned — “who lowered Monday to 2?” is a query
Approval Queue (Human-in-the-Loop)
Agents draft — humans approve, edit, or reject. Every decision trains the system toward (optional) full automation.
Text 1 · #38417 Dana Whitfield draft template ER-text1 v14 · quiet-hours OK (ET 10:41a)
Booking · #38561 M. Okafor → Fri 8/15, 8–12p, ER-GA-ATL85 draft capacity 1/3 → 2/3
Confirm booking + customer memo + client webhook.
Closure · #38377 refusal (“won’t return until they pay me”) billing-affecting adds 0.5 standard unit · status → service declined
Memo (verbatim customer comment) + 0.5 unit + close. This class stays HITL permanently.
Voicemail script · #38449 (no reply to texts) draft ElevenLabs voice “Morgan” · TCPA ID line locked in template
“Hi, this is the Equipment Retrieval team calling for Sam Torres on behalf of SMX…”
📈 Path to autonomy: Text 1 drafts — 212 approved · 3.2% edited · 0 compliance flags. Eligible for Fully-Auto pending Andrea’s sign-off (recorded in the ledger).
Admin Tools — Templates, Prompts & Content
Every text, system email, chatbot, AI agent prompt, and document template — add & edit here, versioned, variable-checked, publish-gated. Nothing is hard-coded. Credentials are issued in Access & Credentials.
| Template | Channel | Version | Eval score | Status | |
|---|---|---|---|---|---|
| ER — Text 1 (initial outreach) | SMS | v14 (v13, v12…) | 98.4% | published | |
| ER — Text 2 (follow-up) | SMS | v9 | 97.1% | published | |
| ER — Address confirm | SMS | v6 | 99.0% | published | |
| ER — Voicemail | Voice | v4 draft | 96.2% | awaiting Andrea | |
| ER — Email 5 | v11 draft | 91.8% ✗ | eval failing | ||
| Contact Agent — intent classifier prompt | LLM | v22 | 97.7% | published | |
| System email — receipt delivery | v3 | — | published | ||
| System email — weekly report delivery | v2 | — | published | ||
| Portal chatbot — client Q&A | Chatbot | v5 | 96.9% | published | |
| Document template — receipt PDF | Document | v2 | — | awaiting Andrea | |
| Document template — monthly invoice PDF | Document | v1 | — | published |
Editor (ER — Text 1 v14)
{{firstName}}, this is {{conciergeName}} with the Equipment Retrieval team. {{companyName}} asked that I schedule pickup of their equipment ({{items}}). Will someone be home {{day}}, {{date}}, {{window}}? Thanks in advance! — {{conciergeName}}
✅ All 7 variables declared & validated — a missing variable blocks the send, so “Hi {firstName}” can never reach a customer.
Publish pipeline
1️⃣ Draft (anyone with Template role)
2️⃣ Eval suite runs (golden test cases, per model)
3️⃣ Review & sign-off (Andrea, per class)
4️⃣ Published — every send records template version
↩️ Rollback: one click, ledgered
2️⃣ Eval suite runs (golden test cases, per model)
3️⃣ Review & sign-off (Andrea, per class)
4️⃣ Published — every send records template version
↩️ Rollback: one click, ledgered
Agents & Operating Modes
Per-workflow, per-client mode switches. Fully-Auto is off by default and must be earned through the HITL record.
| Workflow | Client | Manual | HITL | Fully-Auto | Evidence |
|---|---|---|---|---|---|
| Contact — Text 1 | Centauri Health | active | 212 approvals · 3.2% edited | ||
| Contact — Text 2 / reminders | Centauri Health | active | 84 approvals · 4.1% edited | ||
| Scheduling — bookings | All pilots | active | 61 approvals · 1 capacity conflict caught | ||
| Closures (billing) | All | active | permanently locked | policy: money stays human | |
| Assistant — read queries | Concierges | read-only tool tier |
🛑 Auto-demotion: Email 5 was demoted to HITL on Jul 30 after 2 formatting complaints — automatically, no one had to notice. Kill switch per workflow, always.
Reports & Dashboards
Every legacy T2 report, reproduced and verified — plus schedules, notifications, and CSV/Excel on everything.
Live now — native report builder: pick a data source, choose fields, filter, run, export CSV, and save reports to re-run (last-run tracked).
Open the live report builder →
| Report | Filters | Schedule | ||
|---|---|---|---|---|
| Equipment Retrieval report — weekly (all 17 columns of the current xlsx) | client-location | Mon 2:00a → client email + portal | ||
| Monthly Status report (same format & columns) | month · client-location | last day of month, end of day → client email + portal | ||
| Receipts — re-download any receipt | date · employee · request # | auto on completion → client email | ||
| Weekly client status (touch history) | client | Mon 8:00a → client portal + email | ||
| Month end / by concierge | month · client · concierge | 1st, 7:00a → Andrea | ||
| Payment owing | client-location | — | ||
| Compliance (quiet hours · opt-outs · HITL rates) | date range | Fri 5p → Sabetay | ||
| Cost per request (LLM · SMS · voice) | client · agent · model | — |
⬇️ The CSV buttons above download a real sample file — try one. Every export is logged: who, what, when, row count.
Accounting — Controller & Bookkeeper Console
Everything needed to run the company's books from one place: closing calendar, invoicing driven by closed tickets, contractor payouts, card processing, and reconciliation.
$41,380
Revenue MTD
Aug 1–12 · svc fees + urgent + after-hrs + expenses
7
Completed, not yet billed
billing info missing — blocks "Completed"
$2,140
CC charges settling
Payscape batch · settles T+2
$3,225
Invoices outstanding >30d
3 clients · payment-owing report
$8,950
1099 payouts owed
from closed tickets · next run Fri
Closing calendar — August 2026
| Date | Task | Status |
|---|---|---|
| Mon 8/17, 2:00a | Weekly reports drop (all clients) | scheduled |
| Fri 8/21 | 1099 contractor payout run (closed tickets 8/8–8/21) | needs approval |
| Mon 8/31, EOD | Monthly Status reports drop → drives final invoices | scheduled |
| Mon 8/31 | Month-end close: invoice ↔ report reconciliation, CC settlement match | checklist ready |
| Tue 9/1 | Monthly invoices emailed (invoice = monthly report, line for line) | auto after close |
| Tue 9/15 | W2 payroll (salaried — regular cycle, unaffected by tickets) | recurring |
Closing a ticket is the accounting event: it fixes the billing lines → feeds the monthly report → the invoice matches the report line-for-line → drives the 1099 payout for whoever performed it.
Payouts — driven by closed tickets
| Payee | Type | Closed tickets | Owed | |
|---|---|---|---|---|
| Romeo L. | 1099 | 22 | $2,860 | |
| ADT Solar (sub) | 1099 | 31 | $4,030 | |
| Kerri T. | 1099 | 16 | $2,060 | |
| Nigel, Aly, Angelo… | W2 salaried | — | regular payroll | not ticket-driven |
1099 payouts compute from closed tickets only — same numbers as the invoice, so payee, client invoice, and monthly report always agree.
Client billing setup — format copied from the current client profile (clientProfile.aspx)
Independence Blue Cross
Hourly rates standard · urgent · after-hours (set at initial client setup · effective-dated)
Rate link text
Payment method (set at initial setup)
Card on file Visa •••• 4412 · exp 04/28 · Payscape vault
Statement descriptor
TSQ*RETRIEVAL <request #> — reconciles CC statement to receipts one-for-oneFedEx account
FedEx instructions (default for every request; editable per request)
Billing start month Report config weekly Mon 2:00a + Monthly Status last day EOD
Reconciliation — invoice ↔ monthly report ↔ card settlements
| Check | Source A | Source B | Status |
|---|---|---|---|
| Invoice lines = Monthly Status report lines | Invoice IBX Jul 2026 · 43 lines · $5,240 | Monthly report Jul 2026 · 43 rows · $5,240 | match |
| CC settlements = receipts | Payscape batch 7/31 · $3,890 | Receipts (CC) Jul · $3,890 · descriptors matched | match |
| 1099 payouts = closed-ticket labor | Payout run 7/31 · $7,120 | Closed tickets Jul · labor $7,120 | match |
| Unbilled completed tickets | 7 tickets completed w/o billing info (blocked from "Completed" — data-entry follow-up list) | action | |
Every export and reconciliation run is ledgered. This screen is the internal controller's daily view — the books always tie back to tickets.
Automations & Notifications
No-code rules over the event stream. Rules call the same guarded APIs as everyone else — they can never bypass quiet hours, modes, or permissions.
| Rule (trigger → condition → action) | Last fired | On |
|---|---|---|
| Bulk upload → start cadence · request.created → client has Contact enabled → queue Text 1 draft | today 7:02a (41×) | |
| Aging unassigned · every 30 min → unassigned > 4h → SMS Chelsea + dashboard flag | today 11:30a | |
| Acceptance SLA · offer sent → no acceptance in 2h → reassign to backup sub → else escalate Chelsea | yesterday 3:15p | |
| Pickup completed → client webhook + thank-you text (template, quiet-hours gated) | today 10:12a | |
| Payment owing 30d · nightly → completed-payment-owing > 30 days → email accounting pack | Aug 1 |
🔔 Notification channels: email · SMS · in-app · push · webhook · Slack/Teams — recipients by role, person, or client.
Client Portal — what Centauri Health sees
portal.retrieveitassets.com · each client sees only its own tenant (enforced at the database) · optional white-label branding
38
Open retrievals
400
Completed this year
$800,000
Value of returned assets
avg asset value $2,000 × 400 completed · set per client in client setup
6.1%
Unresponsive rate
Their requests (live status + touch history)
| Request # | Reference # | Employee | Status | Latest touch | |
|---|---|---|---|---|---|
| 38402 | ITSD-245078 | Jordan Meyers | scheduled Thu 8/13 4–7p | reply YES · address confirmed · booked (3 touches) | |
| 38417 | ITSD-245102 | Priya N. | contacting | Text 1 sent 9:00a · no reply yet | |
| 38119 | — | T. Brooks | service declined | refusal recorded verbatim · closed w/ 0.5 unit |
Submit requests
Or connect Workday / ServiceNow directly with a scoped API key — same endpoint their IT already uses with T2.
Reports, receipts & payments
📬 Weekly ER report — Mondays 2:00a (on) · all 17 columns of your current report
📅 Monthly Status report — last day of month, end of day (on) · same format & columns
🧾 Receipts — every completed pickup: emailed + archived here · print, export, or pull the year for taxes · each receipt carries the card-statement descriptor (e.g.
💳 Card on file — charged automatically on completion (no invoices to chase) · monthly invoice available for clients who need it
📅 Monthly Status report — last day of month, end of day (on) · same format & columns
🧾 Receipts — every completed pickup: emailed + archived here · print, export, or pull the year for taxes · each receipt carries the card-statement descriptor (e.g.
TSQ*RETRIEVAL 38402) so accounting reconciles against the credit-card statement line by line💳 Card on file — charged automatically on completion (no invoices to chase) · monthly invoice available for clients who need it
System Map — live change board
The living blueprint, connected to the real platform. Open any box, leave a note or change you want, and the next build makes it real — no developer, nothing lost.
Access & Credentials — one model for every actor
Humans, AI agents, API keys, MCP clients, automations: named, scoped, expiring, revocable — all in the same ledger.
Live now: add / edit / disable internal users, four roles (Admin · Manager · View Only · Concierge), invite by email, and last-login on every account.
Open the live Access Control console →
| Actor | Type | Scopes | MFA / step-up | Expires | |
|---|---|---|---|---|---|
| Sabetay Palatchi | Admin | all · System Map (with 2nd approver) | MFA + step-up | — | |
| Andrea Arena | Sign-off | approvals · dashboards · read-all | MFA | — | |
| Chelsea H. | Traffic Controller | assignment · approvals · scheduling | MFA | — | |
| Romeo L. | Concierge | own requests · closure drafts | MFA · voice PIN for writes | — | |
| Contact Agent | AI agent | Tier W: messages, memos, status (HITL) · no accounting, no delete | service identity | — | |
| Centauri Workday key | API key | tenant: Centauri · imports + webhooks | OAuth2 | 2027-02-01 | |
| Claude (staff MCP) | MCP client | Tier R (read) — reports, queries | registered + expiring | 2026-11-01 | |
| Rule: aging-unassigned | Automation | notify only | system identity | — |
🗓️ Quarterly access review is a built-in workflow: every credential re-justified, every removal ledgered — this is the SOC 2 evidence, generated by working normally.
API & MCP Server
API-first: the UI, portal, agents, automations, and integrators all use the same versioned REST API. MCP exposes the same catalog to AI clients — with tiers.
Live documents & templates
The printable API & MCP documentation (how the API, CSV upload and MCP work) and the bulk-request CSV template.
📄 API & MCP documentation (printable)
⬇ CSV template
📥 Open the live intake console →
REST API (api.retrieveitassets.com/docs)
POST /v1/imports/requests | bulk upload (idempotent, async) — T2-compatible |
GET /v1/requests?status=unassigned | query anything the board shows |
POST /v1/requests/{id}/messages | customer-visible thread |
GET /v1/availability?zip=30248 | ZIP → queue → open slots |
PUT /v1/queues/{id}/slots?week= | capacity grid (the v2 “keystone ask” — now ours) |
POST /v1/approvals/{id}/approve | HITL by API |
POST /v1/exports | CSV/XLSX, async, ledgered |
POST /v1/webhook-subscriptions | HMAC-signed events (superset of T2’s five) |
MCP tool catalog (governed)
| Tool | Tier |
|---|---|
requests.query · schedule.get · reports.run | R — read |
requests.postMessage · slots.book · requests.setStatus | W — write (mode-governed) |
| delete/archive · fee schedules · RBAC · System Map activate | X — never via MCP |
Try it in the demo:
🔁 T2 compatibility shim: clients currently posting to the T2 API keep working unchanged — same payloads, same signatures — while they migrate on our schedule.