Briano buyer toolkit
CX Agent business-case worksheet
Estimate the value of handling eligible service requests, while keeping quality and operating costs visible.
Planning worksheet. Any notes typed here stay in this page and are not sent to Briano or saved after you close it. Use Print / save as PDF to keep a copy.
1. Set the inputs
Keep the volume and cost period consistent. Use a decimal for each share, for example 50% = 0.50. Loaded hourly cost can include salary and the employment costs your team normally includes.
| Input | Definition | Your value | Evidence / confidence |
|---|---|---|---|
| Monthly eligible requests | Requests in the agreed workflow, excluding work out of scope. | ||
| Current minutes per request | Measured baseline, including follow-up. | ||
| Expected resolution share | A planning assumption to validate in the pilot, not a guaranteed rate. | ||
| Remaining review minutes | Average human effort for each request counted as resolved. | ||
| Loaded hourly cost | Use the same cost basis throughout the model. |
2. Estimate capacity, then value
Monthly capacity hours = eligible requests × resolution share × (baseline minutes − remaining review minutes) ÷ 60
Illustrative monthly capacity value = capacity hours × loaded hourly cost
Time released may support more demand or higher quality. Count a cash saving only when the underlying cost can actually be removed. Validate the assumptions in your pilot.
3. Include the full cost
Count each cost once. If review time is already included in the remaining minutes above, do not subtract that same labour cost again here.
| Cost item | One-time cost | Monthly cost | Assumptions |
|---|---|---|---|
| Product and usage | |||
| Integration and implementation | |||
| Internal setup and training | |||
| Review, monitoring and support | |||
| Other agreed costs |
Illustrative monthly net value = capacity value − recurring costs − one-time costs spread over your chosen evaluation period
4. Check quality alongside efficiency
- Resolution definition and denominator
- Reopened or incorrectly resolved requests
- Customer feedback and handoff quality
If a request is only partially assisted, model that group separately with its measured time reduction. Avoid counting the same request twice.
5. Compare scenarios
Use a conservative, working and optimistic assumption set. Record the inputs that matter most and the evidence needed to improve them.
| Scenario | Capacity hours | Total cost | Net value | Key uncertainty |
|---|---|---|---|---|
| Conservative | ||||
| Working assumption | ||||
| Optimistic |
Indicative planning tool only. This is not a price, a quote or a performance forecast from Briano.