The catalogue Customer ServiceField Service DispatchTransactional

Service CS6A

Job to Completion

Runs transactional. Starts when a threshold is crossed. It runs 5,851 times a week across 9 stations. No station stops for a person and 9 are done by an agent, 2 of them on the shared spine.

Runs a week

5,851

183 in flight right now.

Stations

0 person · 7 agent · 2 spine

Agent share of steps

100%

Autonomy on this service is set at 75% against a ceiling of 86%.

Decisions a person makes

Nothing on this service waits for a person.

Touchless

84%

Share of runs that complete without anybody opening them.

Timetable against actual

14.9h

Actual 16.8h, 1.9h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person0 stations and 0% of the dwellAgent7 stations and 80% of the dwellShared spine2 stations and 20% of the dwell1 crossing between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Customer Relationship Management

Contact Center Platform

IT Service Management

Workforce Management

Customer Relationship Management

Contact Center Platform

IT Service Management

Customer Relationship 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	Qualify	Agent	Job Qualification Agent	workflow	3h 9m	6h 29m	46	Customer Relationship Management
2	Match skills	Agent	Skills Matching Agent	workflow	2h 55m	6h 19m	7	Contact Center Platform
3	Check parts Hands over at supply-chain	Agent	Route Optimization Agent	workflow	1h 50m	2h 34m	5	IT Service Management
4	Schedule	Agent	Parts Availability Agent	workflow	2h 3m	4h 19m	34	Workforce Management
5	Dispatch	Agent	Appointment Agent	workflow	1h 1m	1h 27m	1	Customer Relationship Management
6	Execute	Agent	On-site Evidence Agent	workflow	2h 39m	3h 48m	45	Contact Center Platform
7	Evidence	Agent	Job Closure Agent	workflow	2h 10m	4h 10m	24	IT Service Management
8	Close	GBS	Job Qualification Agent	gbs	57m	1h 54m	6	Customer Relationship Management
9	Invoice Hands over at finance	GBS	Job Qualification Agent	gbs	3h 5m	7h 5m	15	Customer Relationship 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%

5,851 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 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. more

Person time a week

5,851 items at 0 minutes of decision each.

Agent time a week

115,947.3h

1,189 minutes an item, which does not compete for a person.

Gate load

Inside capacity, with 35h of headroom.

Stations without a person

100%

0 gates left on 9 stations.

Where an item spends its time

100% in the agent lane

An item now takes 1,189 minutes of worked time end to end against 1,189 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 Job to Completion

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

9 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

9 stations, nothing waiting, nothing sent back

0 min of 20 hrs

now Qualify · Job Qualification Agent · 3.1 hrs

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 22 hrs

now Qualify · Job Qualification Agent · 3.1 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

4 of 9 stations attributed here · would write back

Contact Center Platform

Genesys Cloud CX · service · bidirectional · high

modeled

2 of 9 stations attributed here · would write back

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

2 of 9 stations attributed here · would write back

Workforce Management

NICE WFM · service · inbound · medium

modeled

1 of 9 stations attributed here · read only

System attribution is a rule, not a reading. more

Who runs it

Orchestration and accountability

Orchestrated by: Dispatch Orchestrator
That orchestrator’s remit: Owns field job work end to end inside Customer Service. Runs 3 lines across 19 stations, drains the repeatable share into the M2D tower, and holds 1 human gates.
Accountable person: Director, Field Service
Sub-function: Field Service Dispatch
Shared spine tower: m2d
Hand-over points: supply-chain, finance

Other services in this sub-function

2 alongside this one

Same-day Re-optimizationCS6B Parts EscalationCS6C

What this page is and is not

This is a catalogue of the modeled estate. more