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

Service CS8C

Experience Strategy Position

Runs judgment. Starts when the annual doctrine review opens. It runs 5 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, none of them on the shared spine.

Runs a week

5

132 in flight right now.

Stations

6

1 person · 5 agent · 0 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

40%

Share of runs that complete without anybody opening them.

Timetable against actual

858.7h

Actual 694.8h, 163.9h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 35% of the dwellAgent5 stations and 65% of the dwellShared spine0 stations and 0% of the dwell1 crossing between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Customer Relationship Management
Customer Relationship 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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Frame question

AgentFeedback Ingestion Agentstrategy55h 4m112h 40m38Customer Relationship Management
2

Gather evidence

AgentTheme Extraction Agentstrategy46h 45m94h 12m29Customer Relationship Management
3

Model options

AgentDriver Analysis Agentstrategy31h 20m53h 36m13Customer Relationship Management
4

Draft position

AgentChurn Signal Agentstrategy28h 18m45h 5m18Customer Relationship Management
5

Challenge

AgentClosed-loop Follow-up Agentstrategy25h 17m35h 6m34Customer Relationship Management
6

Ratify

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 Experiencepolicy100h 8m190h 48m0Customer 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.

Move something
Demand100%
5 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 gates15 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
500.7h
5 items at 6,008 minutes of decision each.
Agent time a week
933.7h
11,204 minutes an item, which does not compete for a person.
Gate load
95%
Inside capacity, with 24.3h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
35% waiting on a person
65% in the agent lane
An item now takes 17,212 minutes of worked time end to end against 17,212 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 Experience Strategy Position

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 12.0 days

now Frame question · Feedback Ingestion Agent · 2.3 days

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 12.0 days

now Frame question · Feedback Ingestion Agent · 2.3 days

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.

1 systems attributed

0 of 1 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

6 of 6 stations attributed here · would write back

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

Feedback to InsightCS8ADetractor Closed LoopCS8B

What this page is and is not

This is a catalogue of the modeled estate.