LensReading which lens this session carries.
The catalogueCustomer ServiceTier-1 ResolutionTransactional

Service CS2C

Goodwill Credit

Runs transactional. Starts when a request lands in the queue. It runs 796 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 2 of them on the shared spine.

Runs a week

796

95 in flight right now.

Stations

6

1 person · 3 agent · 2 spine

Agent share of steps

83%

Autonomy on this service is set at 81% against a ceiling of 90%.

Decisions a person makes

1

Held by Director, Tier-1 Service.

Touchless

89%

Share of runs that complete without anybody opening them.

Timetable against actual

15.1h

Actual 17.1h, 2.0h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 11% of the dwellAgent3 stations and 62% of the dwellShared spine2 stations and 27% of the dwell4 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
Customer Relationship Management
Customer Relationship Management
IT Service 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

Assess

AgentAnswer Composition Agentworkflow2h 35m3h 58m18Customer Relationship Management
2

Value

AgentAccount Action Agentworkflow2h 31m3h 49m12Contact Center Platform
3

Within envelope

GBSAnswer Composition Agentgbs1h 32m3h 23m38Customer Relationship Management
4

Over envelope approve

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

HumanDirector, Tier-1 Servicepolicy1h 24m2h 53m0Customer Relationship Management
5

Issue

GBSAnswer Composition Agentgbs1h 59m3h 5m2Customer Relationship Management
6

Log

AgentSentiment Monitor Agentworkflow2h 48m4h 14m25IT Service 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%
796 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 gates32 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
1,114.4h
796 items at 84 minutes of decision each.
Agent time a week
9,087.7h
685 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 5.6h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
89% in the agent lane
An item now takes 769 minutes of worked time end to end against 769 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 Goodwill Credit

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 13 hrs

now Assess · Answer Composition Agent · 2.6 hrs

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 31 hrs

now Assess · Answer Composition Agent · 2.6 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.

3 systems attributed

0 of 3 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

4 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

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Tier-1 Resolution Orchestrator
That orchestrator’s remit
Owns case work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into the O2C tower, and holds 2 human gates.
Accountable person
Director, Tier-1 Service
Sub-function
Tier-1 Resolution
Shared spine tower
o2c
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Query to ResolutionCS2ABilling DisputeCS2B

What this page is and is not

This is a catalogue of the modeled estate.