The agent as an operating unit
Unit
The core entity. An autonomous agent with a lifecycle state, a human owner and a primary group. Not a service — a position that's accountable.
Product
A control plane for your agent fleet.
The fleet is an inventory with lenses, not a wizard. Every view is a projection of the same inventory — with owners, budgets and audit from day one.
01·Mental model
Three concepts hold everything up.
The contract between business and implementation
Role
Mission, explicit limits (what it does NOT do), required access, autonomy, KPIs and budget. Lives in Kordana even when the build lives in another framework.
The org chart for the fleet
Group
A hierarchy with business meaning — domain, customer, process — with a human owner at every node. Budgets and policies inherit downward.
02·Five operating surfaces
The screen that passes the meeting-screenshot test.
Designed as case management, not chat. The retention engine lives in the inbox; the business conversation lives in the control room.
Fleet spend (today)
$13,520
/ $18,900 budget
Open escalations
6
3 waiting on decision
Fleet SLA
97.2%
target 96%
Units — Customer support
24 active| Unit | Role | Owner | Spend | KPI | Status |
|---|---|---|---|---|---|
| UNIT-012 | Tier 1 | M. Salas | $212 | 98.4% | Operating |
| UNIT-019 | Returns | J. Ortega | $174 | 91.2% | Supervised |
| UNIT-031 | Billing | L. Mendoza | $156 | 99.1% | Operating |
01
Fleet control room
Map by groups with an aggregated status, work in progress, spend for the period and active alerts. Drill down domain → group → unit.
02
Escalation inbox
Cases queue ordered by priority and SLA, with full context. Three outcomes: resolve, return with instructions, take the case.
03
Unit page
State, recent work, live KPIs, spend vs. budget, version history and operational controls. The full record.
04
Incident panel
Timeline in business language, affected units, containment actions and comms. "Collections-LATAM degraded since 09:40".
05
Fleet payroll
Spend by domain, group, unit and period. Projected close, budget vs. actual, threshold alerts. Financial language.
03·Workflow
Six verbs that govern the fleet, in the same loop.
Everything that happens in Kordana falls into one of six verbs. Every step leaves a trace in the inventory and the audit.
- Step 01Live roster
Inventory. Bring what already runs onto the map.
Every agent enters with an owner, group and mission — L0 manual through L3 deep control. The inventory comes before the conversation.
- Step 02Role certified
Certify. Turn the role into a contract.
Mission, limits, access, KPIs and budget are signed off. An implementation ships to production only if it meets the role.
- Step 03Aggregated status
Operate. See health, work and spend live.
The Control Room aggregates status, throughput and cost by group. The business conversation runs through that screen.
- Step 04SLA met
Escalate. Decisions with context, not alerts.
The inbox routes cases with SLA to the accountable human. Three outcomes: resolve, return with instructions or take the case.
- Step 05Signed action
Control. Intervene without redeploys.
Stop, freeze, degraded mode, inline approval or live limits. Every lever is signed into the audit.
- Step 06Next version
Review. Close the loop against the contract.
Scorecards by role, findings and experiments that translate into the next version of the unit.
04·Real operational control
Five levers to intervene without redeploys.
Stop / Play
Stop or resume a unit in one click.
Fleet freeze
Emergency button by group or entire fleet.
Degraded mode
The unit runs with reduced autonomy: every action goes through approval.
Inline approval
Human sign-off before sensitive actions, with SLA.
Live limits
Adjust budgets, hours and action caps without a redeploy.
Every control action is written to an immutable audit: actor, object, timestamp and justification.
05·Metrics that govern
From throughput to spend, with the autonomy rate as the flagship metric.
Autonomy rate
Flagship% of work completed without human intervention
Operational availability
per group, with business thresholds
Throughput vs. expected
compliance against the role contract
Resolution time
of escalated cases vs. SLA
Spend vs. budget
with alerts to the owner chain
Incident MTTR
on formal incidents
How does your fleet reach Kordana?
Six phases, one inventory. Start by inventorying what already runs.