LensReading which lens this session carries.
The catalogueCustomer ServiceField Service DispatchTransactional

Service CS6B

Same-day Re-optimization

Runs transactional. Starts when a request lands in the queue. It runs 5,732 times a week across 5 stations. No station stops for a person and 5 are done by an agent, 1 of them on the shared spine.

Runs a week

5,732

147 in flight right now.

Stations

5

0 person · 4 agent · 1 spine

Agent share of steps

100%

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

Decisions a person makes

0

Nothing on this service waits for a person.

Touchless

84%

Share of runs that complete without anybody opening them.

Timetable against actual

2.9h

Actual 3.2h, 0.3h over the timetable.

Operations

The lane diagram

Read it left to right.

Person0 stations and 0% of the dwellAgent4 stations and 76% of the dwellShared spine1 station and 24% 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
Customer Relationship Management
IT Service 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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Detect disruption

AgentJob Qualification Agentworkflow1h 2m1h 58m39Customer Relationship Management
2

Re-sequence

AgentSkills Matching Agentworkflow1h 9m1h 23m40Contact Center Platform
3

Notify customer

GBSJob Qualification Agentgbs1h 46m4h 2m19Customer Relationship Management
4

Confirm

AgentParts Availability Agentworkflow39m1h 17m20IT Service Management
5

Execute

AgentAppointment Agentworkflow2h 38m4h 16m29Workforce 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%
5,732 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 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.
Person time a week
0h
5,732 items at 0 minutes of decision each.
Agent time a week
41,461.5h
434 minutes an item, which does not compete for a person.
Gate load
0%
Inside capacity, with 35h of headroom.
Stations without a person
100%
0 gates left on 5 stations.
Where an item spends its time
100% in the agent lane
An item now takes 434 minutes of worked time end to end against 434 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 Same-day Re-optimization

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 7.2 hrs

now Detect disruption · Job Qualification Agent · 1.0 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 12 hrs

now Detect disruption · Job Qualification Agent · 1.0 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

3 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.

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.

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
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Job to CompletionCS6AParts EscalationCS6C

What this page is and is not

This is a catalogue of the modeled estate.