LensReading which lens this session carries.
The catalogueMarketingCampaign OrchestrationTransactional

Service MK5C

Send Incident Response

Runs transactional. Starts when a threshold is crossed. It runs 6,670 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

6,670

140 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 86%.

Decisions a person makes

1

Held by Director, Campaign Operations.

Touchless

90%

Share of runs that complete without anybody opening them.

Timetable against actual

4.8h

Actual 4.7h, 0.1h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 7% of the dwellAgent4 stations and 83% of the dwellShared spine1 station and 9% of the dwell4 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Customer Relationship Management
Marketing Automation
Customer Relationship Management
Digital Analytics
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

Detect defect

AgentCalendar Coordination Agentworkflow2h 46m3h 40m21Customer Relationship Management
2

Halt sends

GBSCalendar Coordination Agentgbs52m1h 28m7Customer Relationship Management
3

Assess exposure

AgentAudience Suppression Agentworkflow3h 6m6h 15m39Marketing Automation
4

Notify

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

HumanDirector, Campaign Operationspolicy42m1h 13m9Customer Relationship Management
5

Remediate

AgentFrequency Cap Agentworkflow1h 2m1h 56m35Digital Analytics
6

Post-mortem

AgentCampaign Quality Agentworkflow59m2h 16m29Customer 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%
6,670 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 gates134 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
4,669h
6,670 items at 42 minutes of decision each.
Agent time a week
58,362.5h
525 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 21h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
93% in the agent lane
An item now takes 567 minutes of worked time end to end against 567 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 Send Incident Response

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 9.4 hrs

now Detect defect · Calendar Coordination Agent · 2.8 hrs

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 27 hrs

now Detect defect · Calendar Coordination Agent · 2.8 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.

3 systems attributed

0 of 3 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

4 of 6 stations attributed here · would write back

Marketing Automation

Marketo Engage · marketing · bidirectional · medium

modeled

1 of 6 stations attributed here · would write back

Digital Analytics

Adobe Analytics · marketing · 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
Campaign Orchestrator
That orchestrator’s remit
Owns campaign send work end to end inside Marketing. Runs 3 lines across 19 stations, drains the repeatable share into the A2L tower, and holds 2 human gates.
Accountable person
Director, Campaign Operations
Sub-function
Campaign Orchestration
Shared spine tower
a2l
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Integrated Campaign RunMK5ANurture ProgramMK5B

What this page is and is not

This is a catalogue of the modeled estate.