LensReading which lens this session carries.
The catalogueSalesExpansion & RenewalsTransactional

Service SL9B

At-risk Save

Runs transactional. Starts when an upstream system posts an event. It runs 7,731 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

7,731

99 in flight right now.

Stations

6

1 person · 5 agent · 0 spine

Agent share of steps

83%

Autonomy on this service is set at 71% against a ceiling of 82%.

Decisions a person makes

1

Held by VP Customer Growth.

Touchless

76%

Share of runs that complete without anybody opening them.

Timetable against actual

6.7h

Actual 7.4h, 0.7h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 53% of the dwellAgent5 stations and 47% 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
Contract Lifecycle Management
Configure, Price and Quote
Contract Lifecycle Management
Customer Relationship Management
Contract Lifecycle 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 churn signal

AgentRenewal Risk Agentworkflow1h 58m3h 19m31Customer Relationship Management
2

Diagnose

AgentUsage Signal Agentworkflow2h 19m3h 4m28Contract Lifecycle Management
3

Select save play

AgentUplift Modeling Agentworkflow1h 8m2h 38m11Configure, Price and Quote
4

Approve concession

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

HumanVP Customer Growthpolicy8h 55m19h 50m0Contract Lifecycle Management
5

Execute

AgentSave Play Agentworkflow41m1h 5m29Customer Relationship Management
6

Track

AgentExpansion Signal Agentworkflow1h 55m4h 20m0Contract Lifecycle 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%
7,731 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 gates1970 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
68,934.8h
7,731 items at 535 minutes of decision each.
Agent time a week
61,976.9h
481 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 15.3h of headroom.
Stations without a person
83%
1 gate left on 6 stations.
Where an item spends its time
53% waiting on a person
47% in the agent lane
An item now takes 1,016 minutes of worked time end to end against 1,016 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 At-risk Save

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 17 hrs

now Detect churn signal · Renewal Risk Agent · 2.0 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 22 hrs

now Detect churn signal · Renewal Risk Agent · 2.0 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.

3 systems attributed

0 of 3 returning records

The system register

Contract Lifecycle Management

Icertis · legal · bidirectional · high

modeled

3 of 6 stations attributed here · would write back

Customer Relationship Management

Salesforce Sales Cloud · crm · bidirectional · critical

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
Renewal Orchestrator
That orchestrator’s remit
Owns renewal work end to end inside Sales. Runs 3 lines across 17 stations, drains the repeatable share into the O2C tower, and holds 2 human gates.
Accountable person
VP Customer Growth
Sub-function
Expansion & Renewals
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

Renewal CycleSL9AExpansion PlaySL9C

What this page is and is not

This is a catalogue of the modeled estate.