LensReading which lens this session carries.
The catalogueCustomer ServiceService AnalyticsAnalytical

Service CS11A

Period Service Review

Runs analytical. Starts when a drift signal breaches tolerance. It runs 53 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 1 of them on the shared spine.

Runs a week

53

112 in flight right now.

Stations

6

1 person · 4 agent · 1 spine

Agent share of steps

83%

Autonomy on this service is set at 54% against a ceiling of 82%.

Decisions a person makes

1

Held by Head of Service Analytics.

Touchless

64%

Share of runs that complete without anybody opening them.

Timetable against actual

153.4h

Actual 135.7h, 17.7h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 18% of the dwellAgent4 stations and 74% of the dwellShared spine1 station and 7% of the dwell3 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Customer Relationship Management
Contact Center Platform
IT Service Management
Customer Relationship Management
Workforce Management
Click any station to see who does it, what it costs in time, the rule that gates it and the system attributed to it.

Operations

Every station in order

The same stations as a list, with the dwell the estate records against each one and the system a station of that shape would touch.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Assemble metrics

GBSMetric Assembly Agentgbs3h 33m7h 56m27Customer Relationship Management
2

Compute cost to serve

AgentCost-to-Serve Agentworkflow6h 47m14h 12m24Customer Relationship Management
3

Explain drivers

AgentContact Driver Agentworkflow11h 56m24h 25m19Contact Center Platform
4

Draft narrative

AgentDeflection Value Agentworkflow4h8h 59m5IT Service Management
5

Review

Held for a named human when the unit exceeds the analysis decision envelope, when confidence falls below the floor, or when a policy clause is engaged.

HumanHead of Service Analyticspolicy8h 45m15h 32m7Customer Relationship Management
6

Publish

AgentNarrative Agentworkflow13h 3m22h 55m30Workforce Management

Operations

Run it

Change the volume, move the autonomy line, release a gate, and watch what happens to the hours in each lane and to the time it takes one run to get through.

Move something
Demand100%
53 a week is what the estate records.
Decisions handed to agents0 of 0
This service has at most one gate, so there is nothing to hand over without removing the last human decision.
People on the gates14 people
Each one is assumed to have 2,100 productive minutes a week, which is 35 hours.
Agent speed100%
100% is the dwell the estate records today.
Person time a week
463.8h
53 items at 525 minutes of decision each.
Agent time a week
2,083.8h
2,359 minutes an item, which does not compete for a person.
Gate load
95%
Inside capacity, with 26.3h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
18% waiting on a person
82% in the agent lane
An item now takes 2,884 minutes of worked time end to end against 2,884 in the recorded estate, a change of +0%. This is worked time, not calendar time: nothing here models a queue or a weekend.
What this model is, on Period Service Review

The simulation is arithmetic on the estate, not a queueing model.

How it runs

Run it again, going wrong

The same unit and the same stations, broken the way the estate already records breaking.

6 stations, walked twice

Once clean, once with the categories the estate counts

This is the same unit on the same stations, breaking.

No break below was chosen.

One play head, two tracks, the same scale. The clean run stops when it runs out of stations; the other one keeps going.

As written

6 stations, nothing waiting, nothing sent back

0 min of 2.0 days

now Assemble metrics · Metric Assembly Agent · 3.5 hrs

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 3.6 days

now Assemble metrics · Metric Assembly Agent · 3.5 hrs

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen.

What the two runs say together

5 counted categories land on this procedure.

What this run cannot claim

These breaks are shown together on one unit so the shape of a bad day fits on one screen.

The separation register records a duty conflict against a sub-function and a named post, not against one procedure.

Two clocks run. Worked time is the sum of the time the work is actually being done …

Live observability

Systems this service would touch

Attributed by rule from the function's system list.

4 systems attributed

0 of 4 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

3 of 6 stations attributed here · would write back

Contact Center Platform

Genesys Cloud CX · service · bidirectional · high

modeled

1 of 6 stations attributed here · would write back

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

1 of 6 stations attributed here · would write back

Workforce Management

NICE WFM · service · inbound · medium

modeled

1 of 6 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Service Analytics Orchestrator
That orchestrator’s remit
Owns analysis work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into the DATA-ANALYTICS tower, and holds 3 human gates.
Accountable person
Head of Service Analytics
Sub-function
Service Analytics
Shared spine tower
data-analytics
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Contact Driver ReductionCS11BCost-to-Serve PositionCS11C

What this page is and is not

This is a catalogue of the modeled estate.