LensReading which lens this session carries.
The catalogueRevenue Growth ManagementSystems & IntegrationTransactional

Service RO10A

Integration Incident

Runs transactional. Starts when a request lands in the queue. It runs 563 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 2 of them on the shared spine.

Runs a week

563

123 in flight right now.

Stations

6

1 person · 3 agent · 2 spine

Agent share of steps

83%

Autonomy on this service is set at 72% against a ceiling of 80%.

Decisions a person makes

1

Held by Director, Revenue Systems.

Touchless

73%

Share of runs that complete without anybody opening them.

Timetable against actual

8.3h

Actual 6.6h, 1.7h under the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 23% of the dwellAgent3 stations and 62% of the dwellShared spine2 stations and 16% 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
Customer Relationship Management
Customer Relationship Management
Enterprise Data Warehouse
Configure, Price and Quote
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 failure

GBSSandbox Refresh Agentgbs46m1h 44m0Customer Relationship Management
2

Classify

AgentSync Failure Agentworkflow42m1h 19m42Customer Relationship Management
3

Auto-retry

GBSSandbox Refresh Agentgbs45m55m7Customer Relationship Management
4

Escalate

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

HumanDirector, Revenue Systemspolicy2h 14m5h 9m3Customer Relationship Management
5

Restore

AgentAccess Provisioning Agentworkflow2h 55m5h 55m25Enterprise Data Warehouse
6

Post-mortem

AgentSystems Policy Agentworkflow2h 24m4h 46m46Configure, Price and Quote

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%
563 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 gates36 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
1,257.4h
563 items at 134 minutes of decision each.
Agent time a week
4,241.3h
452 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 2.6h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
23% waiting on a person
77% in the agent lane
An item now takes 586 minutes of worked time end to end against 586 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 Integration Incident

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 9.8 hrs

now Detect failure · Sandbox Refresh Agent · 46 min

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 23 hrs

now Detect failure · Sandbox Refresh Agent · 46 min

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

Enterprise Data Warehouse

Snowflake · analytics · inbound · critical

modeled

1 of 6 stations attributed here · read only

Configure, Price and Quote

Salesforce CPQ · crm · inbound · high

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
Revenue Systems Orchestrator
That orchestrator’s remit
Owns change work end to end inside Revenue Growth Management. Runs 3 lines across 17 stations, drains the repeatable share into the IT tower, and holds 3 human gates.
Accountable person
Director, Revenue Systems
Sub-function
Systems & Integration
Shared spine tower
it
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Schema Change ReleaseRO10BAccess ReviewRO10C

What this page is and is not

This is a catalogue of the modeled estate.