LensReading which lens this session carries.
The catalogueCustomer ServiceService AnalyticsAnalytical

Service CS11B

Contact Driver Reduction

Runs analytical. Starts when the reporting period closes. It runs 61 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, none of them on the shared spine.

Runs a week

61

145 in flight right now.

Stations

6

1 person · 5 agent · 0 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

58%

Share of runs that complete without anybody opening them.

Timetable against actual

56.1h

Actual 44.4h, 11.7h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 36% of the dwellAgent5 stations and 64% of the dwellShared spine0 stations and 0% of the dwell2 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Contact Center Platform
IT Service Management
Workforce Management
Customer Relationship Management
Customer Relationship 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

Cluster drivers

AgentMetric Assembly Agentworkflow9h 52m11h 39m24Customer Relationship Management
2

Quantify cost

AgentCost-to-Serve Agentworkflow3h 20m4h 28m32Contact Center Platform
3

Model fixes

AgentContact Driver Agentworkflow2h 16m2h 56m29IT Service Management
4

Draft case

AgentDeflection Value Agentworkflow9h 40m11h 53m40Workforce Management
5

Ratify

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 Analyticspolicy21h 35m50h 35m4Customer Relationship Management
6

Route owners

AgentNarrative Agentworkflow13h 7m23h 21m16Customer Relationship 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%
61 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 gates38 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
1,316.6h
61 items at 1,295 minutes of decision each.
Agent time a week
2,333.3h
2,295 minutes an item, which does not compete for a person.
Gate load
99%
Inside capacity, with 13.4h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
36% waiting on a person
64% in the agent lane
An item now takes 3,590 minutes of worked time end to end against 3,590 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 Contact Driver Reduction

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 2.5 days

now Cluster drivers · Metric Assembly Agent · 9.9 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 2.7 days

now Cluster drivers · Metric Assembly Agent · 9.9 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

3 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.

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
Not on the shared spine
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Period Service ReviewCS11ACost-to-Serve PositionCS11C

What this page is and is not

This is a catalogue of the modeled estate.