- 10When are specifications not enough?
- 11Where is the state of the work kept?
- 12Who prepares a change before coding starts?
- 13What does impact analysis tell you, and when does it run?
- 14How do coding agents use the graph?
- 15How is each change checked, and how does the graph stay current?
- 16Who decides which work agents do?
- 17How do managers see what people and agents are doing?
- 18What happens across many products?
- 19What about existing systems and technical debt?
- 20What changes for the team?
- 21What results have teams seen?
Home / Follow the story / Scene 17: How do managers see what people and agents are doing?
Loading the video
Transcript
17. How do managers see what people and agents are doing?
Managers see the work of people and agents in the ticket system they already use. Every step of a change updates the ticket, whether a person or an agent did it. Some products receive support and data requests at a volume a ticket system handles poorly, because it holds no knowledge of the application. For those products, the requests can move to an agent workbench. Triage agents in the workbench classify every request, apply the product's own priorities, and route the request to a person or to an agent. Metrics are kept per product, per graph and per agent. Organizations bring these metrics into their own reporting.
On the site: How the Ticket Carries the Change · High-Volume Support Work · Governance and Metrics
Choose a path
The full video in six parts and an appendix, one part at a time.