LensReading which lens this session carries.
The catalogueCustomer ServiceCase ManagementTransactional

Service CS4B

Backlog Sweep

Runs transactional. Starts when an upstream system posts an event. It runs 2,856 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, 1 of them on the shared spine.

Runs a week

2,856

64 in flight right now.

Stations

5

1 person · 3 agent · 1 spine

Agent share of steps

80%

Autonomy on this service is set at 89% against a ceiling of 92%.

Decisions a person makes

1

Held by Director, Service Operations.

Touchless

90%

Share of runs that complete without anybody opening them.

Timetable against actual

21.8h

Actual 18.7h, 3.1h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 26% of the dwellAgent3 stations and 61% of the dwellShared spine1 station and 13% of the dwell3 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
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

Identify aged

AgentCase Lifecycle Agentworkflow2h 39m3h 47m16Customer Relationship Management
2

Classify cause

AgentSLA Clock Agentworkflow2h 54m5h 32m11Contact Center Platform
3

Auto-progress

GBSCase Lifecycle Agentgbs1h 41m3h 9m13Customer Relationship Management
4

Escalate stuck

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, Service Operationspolicy3h 30m8h 4m1Customer Relationship Management
5

Report

AgentReopen Detection Agentworkflow2h 35m3h 6m23IT 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%
2,856 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 gates286 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
9,996h
2,856 items at 210 minutes of decision each.
Agent time a week
28,036.4h
589 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 14h of headroom.
Stations without a person
80%
1 gate left on 5 stations.
Where an item spends its time
26% waiting on a person
74% in the agent lane
An item now takes 799 minutes of worked time end to end against 799 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 Backlog Sweep

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 13 hrs

now Identify aged · Case Lifecycle Agent · 2.6 hrs

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 32 hrs

now Identify aged · Case Lifecycle 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

3 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

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Case Management Orchestrator
That orchestrator’s remit
Owns case work end to end inside Customer Service. Runs 3 lines across 17 stations, drains the repeatable share into the O2C tower, and holds 1 human gates.
Accountable person
Director, Service Operations
Sub-function
Case Management
Shared spine tower
o2c
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Case LifecycleCS4AReopen HandlingCS4C

What this page is and is not

This is a catalogue of the modeled estate.