LensReading which lens this session carries.
The catalogueCustomer ServiceVoice of CustomerAnalytical

Service CS8A

Feedback to Insight

Runs analytical. Starts when the cycle calendar fires. It runs 12 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 1 of them on the shared spine.

Runs a week

12

122 in flight right now.

Stations

6

1 person · 4 agent · 1 spine

Agent share of steps

83%

Autonomy on this service is set at 78% against a ceiling of 78%.

Decisions a person makes

1

Held by Head of Customer Experience.

Touchless

57%

Share of runs that complete without anybody opening them.

Timetable against actual

142.0h

Actual 154.5h, 12.5h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 37% of the dwellAgent4 stations and 51% of the dwellShared spine1 station and 12% of the dwell3 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Ingest

GBSVoice of Customer Orchestratorgbs6h 31m9h 26m17Customer Relationship Management
2

Extract themes

AgentTheme Extraction Agentworkflow9h 33m19h 48m41Customer Relationship Management
3

Quantify drivers

AgentDriver Analysis Agentworkflow3h 9m4h 56m6Contact Center Platform
4

Draft insight

AgentChurn Signal Agentworkflow3h 13m4h 35m43IT Service Management
5

Review

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

HumanHead of Customer Experiencepolicy20h 56m49h 40m4Customer Relationship Management
6

Distribute

AgentJourney Friction Agentworkflow13h 13m20h 48m11Workforce 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%
12 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 gates8 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
251.2h
12 items at 1,256 minutes of decision each.
Agent time a week
427.8h
2,139 minutes an item, which does not compete for a person.
Gate load
90%
Inside capacity, with 28.8h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
37% waiting on a person
63% in the agent lane
An item now takes 3,395 minutes of worked time end to end against 3,395 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 Feedback to Insight

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 2.4 days

now Ingest · Voice of Customer Orchestrator · 6.5 hrs

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 3.8 days

now Ingest · Voice of Customer Orchestrator · 6.5 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

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.

4 systems attributed

0 of 4 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

3 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

Workforce Management

NICE WFM · service · inbound · medium

modeled

1 of 6 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Voice of Customer Orchestrator
That orchestrator’s remit
Owns feedback theme work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into no shared tower, and holds 2 human gates.
Accountable person
Head of Customer Experience
Sub-function
Voice of Customer
Shared spine tower
Not on the shared spine
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Detractor Closed LoopCS8BExperience Strategy PositionCS8C

What this page is and is not

This is a catalogue of the modeled estate.