CX Orchestration · 7-Layer Map

Seven layers, one continuous flow

customer ↔ IVA ↔ agent, governed by manager + leader

Illustration. Every figure on this map (containment, satisfaction, handle time, cost, service level, live counts and the settings in each layer) is an invented example to show how the layers connect. None is a benchmark, a measurement or data from any contact center. Back to Platforms and Tech.

Containment
72%
▲ 2.1 vs Q
CSAT
4.6/5
▲ 0.1
Avg Handle
3m 42s
▼ 14s
Cost / Contact
$2.14
▼ $0.18
SLA · 80/20
91%
steady
Live Now
284convos
▲ 12 · 5m
End customer
Maya · retail
idle
Manager · Floor 12 live
Agent roster ● busy · ● avail
READY
step 0 / 0

Seven layers, one continuous flow

Press play. Watch a customer request traverse the stack. IVA drives the common path; on complex steps it warm-hands off to the human agent while staying on as co-pilot.

› booting scenario…
Human agent
Jordan · T2
monitoring 3 convos
IVA · co-pilot ON
KB lookup
Order #A-91204 · shipped 04/16 · 2 stops from hub · ETA 4:30pm.
Draft reply
"Good news: your package is 2 stops out and should arrive by 4:30pm today."
Sentiment
Tone: neutral · no escalation risk detected.