LensReading which lens this session carries.
The catalogueCustomer ServiceQuality & CoachingAnalytical

Service CS9C

Calibration Cycle

Runs analytical. Starts when a leader asks the question. It runs 57 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, none of them on the shared spine.

Runs a week

57

120 in flight right now.

Stations

5

1 person · 4 agent · 0 spine

Agent share of steps

80%

Autonomy on this service is set at 64% against a ceiling of 72%.

Decisions a person makes

1

Held by Director, Service Quality.

Touchless

57%

Share of runs that complete without anybody opening them.

Timetable against actual

49.9h

Actual 52.5h, 2.6h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 61% of the dwellAgent4 stations and 39% of the dwellShared spine0 stations and 0% 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
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

Select set

AgentInteraction Sampling Agentworkflow2h 4m3h 55m7Customer Relationship Management
2

Score independently

AgentQuality Scoring Agentworkflow5h 53m10h 3m34Contact Center Platform
3

Compare

AgentCalibration Agentworkflow5h 9m8h 35m36IT Service Management
4

Resolve variance

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

HumanDirector, Service Qualitypolicy24h 38m43h 11m9Customer Relationship Management
5

Update rubric

AgentCompliance Screening Agentworkflow2h 21m5h 16m34Workforce 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%
57 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 gates41 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
1,404.1h
57 items at 1,478 minutes of decision each.
Agent time a week
880.7h
927 minutes an item, which does not compete for a person.
Gate load
98%
Inside capacity, with 30.9h of headroom.
Stations without a person
80%
1 gate left on 5 stations.
Where an item spends its time
61% waiting on a person
39% in the agent lane
An item now takes 2,405 minutes of worked time end to end against 2,405 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 Calibration Cycle

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 40 hrs

now Select set · Interaction Sampling Agent · 2.1 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 45 hrs

now Select set · Interaction Sampling Agent · 2.1 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
Quality Orchestrator
That orchestrator’s remit
Owns quality review work end to end inside Customer Service. Runs 3 lines across 16 stations, drains the repeatable share into no shared tower, and holds 3 human gates.
Accountable person
Director, Service Quality
Sub-function
Quality & Coaching
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

Sample to Coaching ActionCS9ACompliance ScreeningCS9B

What this page is and is not

This is a catalogue of the modeled estate.