Current releaseInbound service · Release 08
84%Deployment complete
- 01Baseline
- 02Scope
- 03Build
- 04Evaluate
- 05Pilot
- 06Operate
Delivery and operations
From one queue to a managed operation.
Avant assigns eight named responsibilities to each deployment pod. Specialists from ten operating functions join according to scope and stage, from baseline through live operation.
Deployment
Deployment control
Release controls4 artifacts
| Control | Owner | Version | Status |
|---|---|---|---|
| Intent catalogue | Conversation Engineering | v1.8 | Approved |
| System field map | Integration Engineering | v1.4 | Approved |
| Language validation matrix | Language Quality | v1.2 | Approved |
| Production and failover runbook | Live Operations | v1.1 | In review |
- Pilot route enabled
Inbound service line
- Acceptance scorecard approved
Release 08
- Failover route test passed
Service overflow
Engagement sequence
Six stages, with an owner at each one.
Each stage has a decision, an Avant responsibility, a customer responsibility, and an artifact that carries the result into the next stage.
Baseline
Is the leakage measurable enough to address?
Avant owns
Solution Design sizes intervals, intents, abandonment, transfer, and record quality.
Customer owns
Supply a queue export or approved read-only reporting view.
ArtifactBaseline auditScope
Which intents, boundaries, and success criteria enter the pilot?
Avant owns
Conversation Engineering with the Delivery lead drafts behavior and escalation.
Customer owns
Approve knowledge sources, disclosure, transfer targets, exclusions, and success criteria.
ArtifactIntent catalogue and escalation mapBuild
Are routing, actions, and records ready to test?
Avant owns
Voice Platform and Integration Engineering build the call path and field mapping.
Customer owns
Provide access, sandbox/test records, routing targets, and technical owners.
ArtifactSystem field mapEvaluate
Does behavior meet the written acceptance line?
Avant owns
Quality and Evaluation with Language Quality runs standard, adversarial, boundary, and language tests.
Customer owns
Provide representative testers and approve acceptance criteria/results.
ArtifactLanguage validation matrix and acceptance scorecardPilot
Can one production queue run inside the agreed controls?
Avant owns
Deployment Management and Live Operations launch, observe, and execute the runbook.
Customer owns
Authorize the queue, name incident contacts, and approve launch/rollback.
ArtifactProduction and failover runbookOperate
Should the service tune, expand, hold, or roll back?
Avant owns
Live Operations and Customer Operations maintain versions, reviews, incidents, and recommendations.
Customer owns
Approve material changes, retention changes, and expansion decisions.
ArtifactVersioned change log and operating review pack
Artifact ledger
The deployment leaves a paper trail.
The deployment record gives both teams one basis for approval, testing, launch, rollback, and later change.
- 01
Baseline audit
Solution Design
Define the queue, interval, intent, and record-quality baseline.
- 02
Intent catalogue
Conversation Engineering
List approved intents, knowledge sources, boundaries, and actions.
- 03
Escalation and transfer map
Conversation Engineering
Name each transfer trigger, destination, and no-answer route.
- 04
System field map
Integration Engineering
Define each action, destination field, source, and validation rule.
- 05
Language validation matrix
Language Quality
Record test coverage and approval for each deployment language.
- 06
Evaluation script
Quality and Evaluation
Test standard, adversarial, language, and boundary calls.
- 07
Acceptance scorecard
Quality and Evaluation
Compare test evidence with the customer-approved acceptance line.
- 08
Production and failover runbook
Live Operations
Voice Platform Engineering authors the failover path, Deployment Management coordinates launch, and Live Operations maintains production, incident, and rollback actions.
- 09
Versioned change log and operating review pack
Live Operations and Customer Operations
Connect dated changes, evidence, decisions, actions, and owners.
Deployment pod
Ten operating functions staff eight pod responsibilities.
Avant names all eight responsibilities on every deployment. The ten operating functions assign specialists to the pod according to scope and stage.
01Baseline
Delivery lead
The deployment plan, decision log, dependencies, and launch controls.
02Baseline
Solution architect
The operating boundary, call-flow design, and technical decisions.
03Build
Voice platform engineer
Telephony, routing, provisioned concurrency, and failover behavior.
04Scope
Conversation designer
Intent behavior, approved knowledge use, disclosure, and escalation.
05Scope
Integration engineer
Customer-system actions, field mapping, and integration tests.
06Scope
Language QA lead
Terminology, formats, disclosure wording, and language sign-off.
07Evaluate
Quality analyst
Evaluation scripts, test execution, evidence, and acceptance scoring.
08Pilot
Customer operations lead
Operating priorities, review records, action ownership, and change decisions.
Your team keeps the operating authority.
The responsibility lanes name who builds the service, who supplies its operating authority, and which decisions require both sides.
Avant
01Avant owns call-flow implementation, agent configuration, integration build, evaluation execution, runbook maintenance, and tuning.
Customer
02Customer owns approved knowledge, access, routing targets, legal/disclosure approval, acceptance criteria, and incident contacts.
Both sides
03Both sides approve scope, success criteria, retention, production launch, and expansion.
Release control
Changes are versioned and reversible.
Avant records each material configuration change before production and keeps the prior routing state available for rollback.
- 01
Test before production
Avant runs the changed behavior against the approved evaluation script before release.
- 02
Dated configuration version
Avant assigns the release a dated configuration version tied to its test evidence.
- 03
Decision log
Avant records the approver, scope, release choice, and rollback condition in the decision log.
- 04
Routing rollback
Live Operations keeps the route needed to return calls to the prior approved path in the runbook.
- 05
QA after change
Quality and Evaluation samples the changed behavior after release under the deployment consent and retention settings.
Reporting
Operations reporting
Reporting periodLast 7 daysUpdated 2 min ago
Hourly call volumeOffered calls by hour
Offered12080400
00:0006:0012:0018:0023:00
- Resolved in scope9,43878.0%
- Human transfer2,15417.8%
- Failover route5124.2%
Calls by language
English7,86265%
Spanish2,78423%
French9688%
Portuguese4904%
Operating cadence
Operating reviews use the same record your team sees.
Avant and the customer review the same versioned call records, field outputs, QA findings, incidents, change decisions, and open actions. The customer keeps approval authority for material changes.
Service behavior
Quality and Evaluation compares reviewed calls with the accepted intent and boundary rules.
Record quality
Live Operations and Customer Operations check mapped fields, dispositions, owners, and failed writes in the customer view.
Changes and incidents
Live Operations reviews dated versions, incidents, failover use, and rollback decisions; Customer Operations records open actions.
Operating decision
The customer approves a tune, expansion, hold, or rollback after reviewing the record.
Define the baseline.
Share one queue export or approved reporting view. We will use it to frame the leakage, scope, and acceptance line for the pilot.