Anysola is designed around the assumption that agents handle the routine majority and humans own the exceptions.
The escalation queue
When an operation scores below the agent's confidence threshold, it is parked in the escalation queue with the agent's proposed action attached. A reviewer can:
- Approve — the proposed action executes as-is.
- Edit & approve — correct the action before it executes.
- Reject — the operation is closed without action and flagged for analysis.
Designing a good review workflow
- Keep the reviewer pool small and consistent — accuracy feedback is most useful when the same people see the same agent's edge cases.
- Set an SLA on queue age. Escalations older than a business day usually mean the threshold is too high or the reviewer pool too small.
- Review the pattern of escalations weekly: clusters usually point to one input format or vendor the agent struggles with.
Feedback loop
Every edit and rejection is recorded against the operation. Sustained correction patterns are how you know when to adjust thresholds — see Confidence thresholds.