The catalogue Customer ServiceTier-2 TechnicalAnalytical

Service CS3C

Recurring Issue Analysis

Runs analytical. Starts when the cycle calendar fires. It runs 88 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, none of them on the shared spine.

Runs a week

94 in flight right now.

Stations

1 person · 4 agent · 0 spine

Agent share of steps

80%

Autonomy on this service is set at 68% against a ceiling of 76%.

Decisions a person makes

Held by Director, Technical Support.

Touchless

53%

Share of runs that complete without anybody opening them.

Timetable against actual

129.0h

Actual 133.6h, 4.6h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 40% of the dwellAgent4 stations and 60% 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

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.

#	Station	Lane	Who	Layer	Dwell	Target	In flight	System
1	Cluster cases	Agent	Diagnostic Agent	workflow	14h 54m	28h 27m	25	Customer Relationship Management
2	Quantify impact	Agent	Log Analysis Agent	workflow	3h 1m	4h 59m	39	Contact Center Platform
3	Draft findings	Agent	Reproduction Agent	workflow	8h 12m	16h 37m	15	IT Service Management
4	Review Held for a named human when the unit exceeds the escalated case decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Director, Technical Support	policy	21h 41m	25h 18m	4	Customer Relationship Management
5	Raise problem Hands over at engineering	Agent	Workaround Agent	workflow	6h 10m	9h 53m	11	Workforce 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

Move something

Demand100%

88 a week is what the estate records. more

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 gates55 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. more

Person time a week

1,908.1h

88 items at 1,301 minutes of decision each.

Agent time a week

2,840.9h

1,937 minutes an item, which does not compete for a person.

Gate load

99%

Inside capacity, with 16.9h of headroom.

Stations without a person

80%

1 gate left on 5 stations.

Where an item spends its time

40% waiting on a person

60% in the agent lane

An item now takes 3,238 minutes of worked time end to end against 3,238 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 Recurring Issue Analysis

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

5 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

5 stations, nothing waiting, nothing sent back

0 min of 2.2 days

now Cluster cases · Diagnostic Agent · 15 hrs

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 2.3 days

now Cluster cases · Diagnostic Agent · 15 hrs

personagentshared spinework the break addsnobody working it

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

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. more

Who runs it

Orchestration and accountability

Orchestrated by: Tier-2 Technical Orchestrator
That orchestrator’s remit: Owns escalated case work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into no shared tower, and holds 1 human gates.
Accountable person: Director, Technical Support
Sub-function: Tier-2 Technical
Shared spine tower: Not on the shared spine
Hand-over points: engineering

Other services in this sub-function

2 alongside this one

Escalated Case to FixCS3A Defect HandoffCS3B

What this page is and is not

This is a catalogue of the modeled estate. more