LensReading which lens this session carries.
The catalogueCustomer ServiceKnowledge ManagementTransactional

Service CS5A

Gap to Published Article

Runs transactional. Starts when a threshold is crossed. It runs 1,401 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

1,401

98 in flight right now.

Stations

6

1 person · 3 agent · 2 spine

Agent share of steps

83%

Autonomy on this service is set at 71% against a ceiling of 80%.

Decisions a person makes

1

Held by Head of Knowledge Management.

Touchless

84%

Share of runs that complete without anybody opening them.

Timetable against actual

2.6h

Actual 3.2h, 0.6h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 60% of the dwellAgent3 stations and 28% of the dwellShared spine2 stations and 12% 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
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

Detect gap

AgentGap Detection Agentworkflow1h 28m1h 52m36Customer Relationship Management
2

Draft article

AgentArticle Authoring Agentworkflow40m50m16Contact Center Platform
3

Verify accuracy

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

HumanHead of Knowledge Managementpolicy6h 22m14h 48m7Customer Relationship Management
4

Localize

GBSFreshness Agentgbs38m1h 8m20Customer Relationship Management
5

Publish

GBSFreshness Agentgbs41m1h 16m13Customer Relationship Management
6

Measure

AgentUsage Analytics Agentworkflow49m1h 35m6IT 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%
1,401 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 gates255 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
8,919.7h
1,401 items at 382 minutes of decision each.
Agent time a week
5,977.6h
256 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 5.3h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
60% waiting on a person
40% in the agent lane
An item now takes 638 minutes of worked time end to end against 638 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 Gap to Published Article

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 11 hrs

now Detect gap · Gap Detection Agent · 1.5 hrs

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 12 hrs

now Detect gap · Gap Detection Agent · 1.5 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

2 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.

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
Knowledge Orchestrator
That orchestrator’s remit
Owns article work end to end inside Customer Service. Runs 3 lines across 17 stations, drains the repeatable share into the AI-OPS tower, and holds 3 human gates.
Accountable person
Head of Knowledge Management
Sub-function
Knowledge Management
Shared spine tower
ai-ops
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Freshness CycleCS5BKnowledge Doctrine ReviewCS5C

What this page is and is not

This is a catalogue of the modeled estate.