LensReading which lens this session carries.
The catalogueSalesIncentive CompensationTransactional

Service SL11B

Dispute Resolution

Runs transactional. Starts when a scheduled window opens. It runs 7,089 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

7,089

132 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 80%.

Decisions a person makes

1

Held by Director, Sales Compensation.

Touchless

78%

Share of runs that complete without anybody opening them.

Timetable against actual

20.9h

Actual 24.8h, 3.9h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 26% of the dwellAgent4 stations and 56% of the dwellShared spine1 station and 17% of the dwell3 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Customer Relationship Management
Contract Lifecycle Management
Configure, Price and Quote
Contract Lifecycle 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

Intake

AgentPlan Modeling Agentworkflow2h 4m4h 30m46Customer Relationship Management
2

Recalculate

AgentAttainment Calculation Agentworkflow56m1h 23m23Contract Lifecycle Management
3

Evidence pack

AgentDispute Triage Agentworkflow48m1h 37m20Configure, Price and Quote
4

Decision

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

HumanDirector, Sales Compensationpolicy2h 31m5h 57m6Contract Lifecycle Management
5

Adjust

GBSPlan Modeling Agentgbs1h 40m3h 50m31Customer Relationship Management
6

Close

AgentComp Policy Agentworkflow1h 35m2h 33m6Customer 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%
7,089 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 gates510 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
17,840.7h
7,089 items at 151 minutes of decision each.
Agent time a week
49,977.5h
423 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 9.4h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
26% waiting on a person
74% in the agent lane
An item now takes 574 minutes of worked time end to end against 574 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 Dispute Resolution

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 9.6 hrs

now Intake · Plan Modeling Agent · 2.1 hrs

As the ledger has it

the same stations, plus 2 categories the estate already counts

0 min of 11 hrs

now Intake · Plan Modeling 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

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.

3 systems attributed

0 of 3 returning records

The system register

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

modeled

3 of 6 stations attributed here · would write back

Contract Lifecycle Management

Icertis · legal · bidirectional · high

modeled

2 of 6 stations attributed here · would write back

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
Incentive Comp Orchestrator
That orchestrator’s remit
Owns comp statement work end to end inside Sales. Runs 3 lines across 20 stations, drains the repeatable share into the H2R tower, and holds 4 human gates.
Accountable person
Director, Sales Compensation
Sub-function
Incentive Compensation
Shared spine tower
h2r
Hand-over points
None — this service stays inside its function

Other services in this sub-function

2 alongside this one

Monthly Commission RunSL11APlan Design CycleSL11C

What this page is and is not

This is a catalogue of the modeled estate.