Service CS1A
Contact to Routed Case
Runs transactional. Starts when a threshold is crossed. It runs 2,640 times a week across 6 stations. No station stops for a person and 6 are done by an agent, 6 of them on the shared spine.
Runs a week
2,640
150 in flight right now.
Stations
6
0 person · 0 agent · 6 spine
Agent share of steps
100%
Autonomy on this service is set at 84% against a ceiling of 94%.
Decisions a person makes
0
Nothing on this service waits for a person.
Touchless
95%
Share of runs that complete without anybody opening them.
Timetable against actual
1.6h
Actual 1.9h, 0.3h over the timetable.
Operations
The lane diagram
Read it left to right. more
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.
| # | Station | Lane | Who | Layer | Dwell | Target | In flight | System |
|---|---|---|---|---|---|---|---|---|
| 1 | Capture | GBS | Omnichannel Capture Agent | gbs | 49m | 1h 54m | 23 | Customer Relationship Management |
| 2 | Identify customer | GBS | Omnichannel Capture Agent | gbs | 1h 43m | 3h 40m | 1 | Customer Relationship Management |
| 3 | Classify intent | GBS | Omnichannel Capture Agent | gbs | 22m | 48m | 36 | Customer Relationship Management |
| 4 | Check entitlement | GBS | Omnichannel Capture Agent | gbs | 2h 46m | 5h 51m | 7 | Customer Relationship Management |
| 5 | Score priority | GBS | Omnichannel Capture Agent | gbs | 2h 7m | 3h 58m | 39 | Customer Relationship Management |
| 6 | Deflect or route | GBS | Omnichannel Capture Agent | gbs | 3h | 5h 59m | 44 | Customer 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. more
The simulation is arithmetic on the estate, not a queueing model. more
How it runs
Run it again, going wrong
The same unit and the same stations, broken the way the estate already records breaking. more
6 stations, walked twice
Once clean, once with the categories the estate counts
This is the same unit on the same stations, breaking. more
No break below was chosen. more
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 11 hrs
now Capture · Omnichannel Capture Agent · 49 min
As the ledger has it
the same stations, plus 2 categories the estate already counts
0 min of 15 hrs
now Capture · Omnichannel Capture Agent · 49 min
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
2 counted categories land on this procedure. more
What this run cannot claim
These breaks are shown together on one unit so the shape of a bad day fits on one screen. more
Two clocks run. Worked time is the sum of the time the work is actually being done … more
Live observability
Systems this service would touch
Attributed by rule from the function's system list. more
1 systems attributed
0 of 1 returning records
Customer Relationship Management
Salesforce Sales Cloud · crm · bidirectional · critical
6 of 6 stations attributed here · would write back
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Intake Orchestrator
- That orchestrator’s remit
- Owns contact work end to end inside Customer Service. Runs 3 lines across 16 stations, drains the repeatable share into the O2C tower, and holds 0 human gates.
- Accountable person
- Director, Service Intake
- Sub-function
- Intake & Routing
- Shared spine tower
- o2c
- Hand-over points
- None — this service stays inside its function
Other services in this sub-function
2 alongside this one
What this page is and is not
This is a catalogue of the modeled estate. more