OpsIQ One · v13.0 · Operational Knowledge Model

One coherent model of how the business actually runs.

People, work, metrics, events, risks and actions — connected. Every recommendation, brief and decision is grounded in the same relationships.

19 entity kinds · 18 relationships

Coverage1 organization · 6 BUs · 18 LOBs · 22 sites · 412 teams

Metrics tracked9 canonical · 6 business goals

UpdatedLive · on every closed action

Why this exists

Three things the model gives every other surface for free.

Shared vocabulary

Atlas, Briefs and Studio all reason in the same nouns and verbs — no two dashboards disagree on what a 'team' is.

Atlas references this model

Causal dependencies

Metric A moves metric B moves goal C — the chain is explicit, so impact is traceable end-to-end.

Open impact tracing

Strategic alignment

Every live recommendation declares which business goals it supports. Drift becomes visible.

View business goals

Entity catalog

The vocabulary the platform reasons in.

Organization1

Top-level enterprise scope.

Business Unit6

Strategic operating division.

Line of Business18

Customer-facing service line.

Program24

Cross-functional initiative.

Region5

Geographic operating territory.

Site22

Physical or virtual delivery location.

Team412

Coached unit of agents.

Supervisor478

Front-line leader of one or more teams.

Agent9.2k

Individual contributor.

Customer1.3M

End party served by the operation.

Interaction24.0M

A single customer touch.

Case184k

A unit of work spanning interactions.

Operational Metric312

Quantitative measure of an operation.

Business Goal8

Strategic outcome the enterprise commits to.

Risk41

A potential adverse outcome being monitored.

Decision612

A committed leadership choice.

Action1.8k

Work undertaken to achieve a decision.

Recommendation2.2k

An engine-proposed action with evidence.

Operational Event96k

Something that happened in the operation.

Relationship grammar

How entities relate. The model speaks in subject · verb · object.

Structural

OrganizationcontainsBusiness unit— Acme contains Member Services BU.

Structural

Business unitoperatesLob— Member Services operates Claims LOB.

Structural

LobrunsProgram— Claims runs the Tier-2 reduction program.

Structural

RegioncontainsSite— APAC contains Manila.

Structural

SitehousesTeam— Manila houses Team 14.

Structural

SupervisormanagesTeam— A supervisor manages 1-3 teams.

Structural

TeamincludesAgent— Team 14 includes 22 agents.

Workflow

AgenthandlesInteraction— Agents handle interactions.

Workflow

Interactionrolls-up-toCase— Interactions belong to a customer case.

Workflow

CaseservesCustomer— A case serves one customer.

Causal

MetricinfluencesGoal— CSAT influences the Retention goal.

Causal

Metricdepends-onMetric— SL depends on staffing.

Causal

EventmovesMetric— A demand spike moves SL.

Causal

RiskthreatensGoal— Attrition risk threatens the cost goal.

Workflow

ActionmovesMetric— Cross-skill action moves SL by ~3 pts.

Workflow

RecommendationproposesAction— A recommendation proposes an action.

Workflow

DecisioncommitsAction— A decision commits an action with an owner.

Memory

Eventsimilar-toEvent— Today's spike is similar to Q2-2025.

Where this model shows up

Impact Tracing

Pick any KPI · see what moves it and what it moves.

Business Goals

The strategic outcomes every recommendation supports.

Knowledge Graph

The v7.0 graph this model extends.

Atlas

Reasons in the model's vocabulary, every reply.

Decision Studio

Simulations propagate along these dependencies.

Learning Engine

Patterns and outcomes write back into the model.