awml
Sign in

chrismdp / systems / counting-house

Fernwick Air's Counting House

System · Public · Version 1 of 1

Steve Yegge's Counting House pattern, drawn in AWML for one intent at a fictional airline: live contacts, the exception queue, building the scored set, testing the judge, promoting a model, and scoring every contact. The comments tied to parts mark gaps that drawing it turned up.

MapChecksNo mistakesWho waitsWhere it runs
WorkflowFernwick Air: a live contact,rebook after a missedconnection →WorkflowFernwick Air: the exceptionqueue →WorkflowFernwick Air: building thescored set →WorkflowFernwick Air: testing thejudge →WorkflowFernwick Air: promoting amodel on one intent →WorkflowFernwick Air: scoring everycontact, and thecontact-reasons histogram →In Fernwick Air: a live contact, rebook after a missed connectionTrigger · untrustedA customer writes in: rebookme after a missed connectionIn Fernwick Air: the exception queueTriggerA refusal lands in theexception queueIn Fernwick Air: building the scored setTriggerEach week, for the intentbeing scoredIn Fernwick Air: testing the judgeTriggerThe judge's model, prompt orrubric changesIn Fernwick Air: promoting a model on one intentTriggerSomeone puts a candidatemodel up for an intent and tierIn Fernwick Air: scoring every contact, and the contact-reasons histogramTriggerEvery night 02:00In Fernwick Air: a live contact, rebook after a missed connection and Fernwick Air: the exception queueConnection · untrustedFernwick's contact centre:email and chatIn Fernwick Air: a live contact, rebook after a missed connection and Fernwick Air: the exception queueConnectionFernwick's booking system,liveIn Fernwick Air: a live contact, rebook after a missed connection and Fernwick Air: promoting a model on one intentDataThe policy table: each intent'smodel, tier, SOP, tools andapproversIn Fernwick Air: a live contact, rebook after a missed connection, Fernwick Air: the exception queue and Fernwick Air: scoring every contact, and the contact-reasons histogramDataThe exception queue: eachrefusal with its reason codeand booking referenceIn Fernwick Air: a live contact, rebook after a missed connection, Fernwick Air: building the scored set and Fernwick Air: scoring every contact, and the contact-reasons histogramData · untrustedClosed cases, tokenised: whatwas asked, what the clerkanswered, what was sent anddoneIn Fernwick Air: building the scored set, Fernwick Air: testing the judge and Fernwick Air: promoting a model on one intentData · untrustedThe scored set: real cases,each with its true intent andagreed answers, a slice heldout for examsIn Fernwick Air: building the scored set and Fernwick Air: testing the judgeDataHow often the scorers agree,per intentIn Fernwick Air: testing the judge, Fernwick Air: promoting a model on one intent and Fernwick Air: scoring every contact, and the contact-reasons histogramDataThe intents the judge istrusted onIn Fernwick Air: promoting a model on one intent and Fernwick Air: scoring every contact, and the contact-reasons histogramDataEvery contact's scores, byintent and contact reason