The Metro Map — Riverside Commons · Job 24-031
Lines and stops are Rob's KOPs, verbatim. White dots are the interchanges — stops shared across lines, where people hand off. The badge is the agent's status; dimmed dots are staffed and quiet.
On the metro map, a white dot is an interchange: a stop shared by two or more lines, where one team hands the work to another. "Prepare Jobs" sits on Service Delivery, Workforce, Inventory, and Asset Maintenance at once — four functions that have to agree by phone, email, and text. That's where jobs slip. This puts an agent on each interchange: it hears every channel touching the handoff, keeps the open-item list, and chases people before the slip happens. Click any white dot.
Email, call recordings + transcripts, and SMS flow into one timeline per interchange. No behavior change asked of the crew: they keep calling and texting like they already do.
The agent extracts commitments and open items from those conversations: who owes what to whom, by when. Every item has an owner and an age, and rolls up the deck's metric stack — M4 activity → M3 subprocess → M2 KOP.
The agent reaches out first: confirms the sub, books the inspection, papers the verbal change order, drafts the invoice. Escalates to a human on rules, not vibes.
The lines, stops, and white-dot interchanges come straight from Rob's deck ("The Metro Map Describes What We Do," V4.0). The jobs, people, and messages are simulated. A production version starts with Phase 1 on one channel (email is cheapest) at one interchange — Prepare Jobs is the obvious first pick — then earns its way across the map.