Monthly operating report
The month in five lines
- All service levels met. Two incidents, both resolved inside their response targets.
- Case summary dipped below its quality bar mid-month. A retrieval fix brought it back above the bar for the last week.
- Cost fell 13% after inquiry routing moved to a smaller model with no change in quality.
- One decision for you: invoice intake is ready to run on its own for invoices under $5,000. The Controller's sign-off is needed.
- Next month: the budget variance brief joins the estate, and the quarterly License Posture refresh is due.
Every agent, one line each
Quality is measured against the bar each agent's owner set at the handoff gate. The black mark on each bar is that owner's threshold. Bars run from 85% to 100%.
| Agent | Owner | Autonomy | Quality vs. owner's bar | Items | Incidents | Cost | Hours returned |
|---|---|---|---|---|---|---|---|
Invoice intake Finance | Controller | Assisted | 98.6% | 3,410 | 0 | $412 | 341 |
Exception resolver Finance | Controller | Assisted | 94.1% | 1,120 | 1 | $388 | 373 |
Records request triage Operations | Operations director | Assisted | 96.0% | 640 | 0 | $205 | 160 |
Knowledge-base auditor Operations | Operations director | Autonomous | 99.2% | 2,850 | 0 | $96 | 95 |
Inquiry router Service | Service manager | Autonomous | 97.4% | 4,980 | 0 | $310 | 166 |
Case summary Service | Service manager | Assisted | 92.8% | 1,020 | 1 | $264 | 136 |
Shadow AI inventory IT | CIO | Autonomous | 100% | 30 | 0 | $41 | 12 |
Meeting brief Communications | Communications lead | Assisted | 95.5% | 300 | 0 | $118 | 125 |
| All agents | 14,350 | 2 | $1,834 | 1,408 | |||
Service levels
What 11:59 committed to this month, and what happened.
| Commitment | Target | This month | Status |
|---|---|---|---|
| Platform availability | 99.5% | 99.8% | Met |
| Severity 2 response (agent degraded) | 1 business hour | 22 minutes (1 incident) | Met |
| Severity 3 response (minor issue) | 1 business day | 3 hours (1 incident) | Met |
| Quality review of every agent | Weekly | 4 of 4 weeks | Met |
| Change requests closed | Within the month | 5 of 5 | Met |
What happened and what we did
Case summary dipped below its bar
Sev 2 · Sept 11
A records system changed its field names, so summaries began missing prior case notes. Quality fell to 89% for two days.
We updated the retrieval mapping and added a test for the new fields. The agent held at 94.1% for the last week of the month.
Exception resolver timed out
Sev 3 · Sept 19
The ERP's API slowed during month-end close, and 46 exceptions waited in the queue.
We added retry with backoff. All 46 were processed the same day, and none were lost.
Inquiry routing moved to a smaller model
Cost · Sept 8
Routing doesn't need a large model. After a side-by-side test on 2,000 real inquiries, we moved it to a smaller one.
Cost for this agent fell from $449 to $310, and quality held at 97.4%.
Shadow AI inventory found 3 new tools
Governance · monthly scan
Three AI tools staff had started using were found and logged. Two meet your standard. One uploads files to an external service.
That one has been sent to the CIO for a decision.
Decision for you this month
Invoice intake: move from Assisted to Autonomous for invoices under $5,000.
Evidence: three straight months above the Controller's 97% bar, no incidents, and 0.4% of invoices changed by reviewers in September. Invoices over $5,000 stay assisted.
Needs: Controller sign-off. Nothing changes until then.
Coming next month
New agent: budget variance brief
Approved from the menu in September. Finance owner: Controller. It starts Human-led and passes the handoff gate before joining this report.
Quarterly License Posture refresh
The CRM and service desk estates will be re-read ahead of the January renewal, with every seat marked keep, downgrade, convert or retire.
How we measure. Quality is the share of an agent's work that passed the owner's checks in weekly reviews of real cases. Hours returned equal items handled multiplied by the minutes per item each owner agreed at the handoff gate. They are time given back to staff, not cash savings. Cost covers model and cloud run costs, not the 11:59 Operate fee.
About this sample. Example Agency is fictional, and every figure on this page is illustrative. Service-level targets shown are proposed and will be confirmed per contract.