LensReading which lens this session carries.
The catalogueCustomer ServiceIntake & RoutingTransactional

Service CS1C

Surge Absorption

Runs transactional. Starts when a scheduled window opens. It runs 1,122 times a week across 5 stations. No station stops for a person and 5 are done by an agent, 1 of them on the shared spine.

Runs a week

1,122

176 in flight right now.

Stations

5

0 person · 4 agent · 1 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

93%

Share of runs that complete without anybody opening them.

Timetable against actual

18.0h

Actual 21.0h, 3.0h over the timetable.

Operations

The lane diagram

Read it left to right.

Person0 stations and 0% of the dwellAgent4 stations and 81% of the dwellShared spine1 station and 19% 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
Customer Relationship Management
IT Service 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

Detect surge

AgentOmnichannel Capture Agentworkflow1h 1m1h 54m23Customer Relationship Management
2

Re-weight queues

AgentIntent Classification Agentworkflow2h 39m6h 5m43Contact Center Platform
3

Spin capacity

GBSOmnichannel Capture Agentgbs1h 49m2h 22m21Customer Relationship Management
4

Notify workforce

AgentPriority Scoring Agentworkflow2h 14m3h 12m44IT Service Management
5

Normalize

AgentEntitlement Check Agentworkflow1h 53m4h 27m45Workforce 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%
1,122 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 gates1 person
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
0h
1,122 items at 0 minutes of decision each.
Agent time a week
10,771.2h
576 minutes an item, which does not compete for a person.
Gate load
0%
Inside capacity, with 35h of headroom.
Stations without a person
100%
0 gates left on 5 stations.
Where an item spends its time
100% in the agent lane
An item now takes 576 minutes of worked time end to end against 576 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 Surge Absorption

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.

5 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

5 stations, nothing waiting, nothing sent back

0 min of 9.6 hrs

now Detect surge · Omnichannel Capture Agent · 1.0 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 15 hrs

now Detect surge · Omnichannel Capture Agent · 1.0 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

2 of 5 stations attributed here · would write back

Contact Center Platform

Genesys Cloud CX · service · bidirectional · high

modeled

1 of 5 stations attributed here · would write back

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

1 of 5 stations attributed here · would write back

Workforce Management

NICE WFM · service · inbound · medium

modeled

1 of 5 stations attributed here · read only

System attribution is a rule, not a reading.

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

Contact to Routed CaseCS1ASelf-Service DeflectionCS1B

What this page is and is not

This is a catalogue of the modeled estate.