Combined contacts/day
253
128.6 calls · 124.6 chats (avg)
Volume vs March peak
−24%
308 → 234 combined/day (Jun updated)
Flip AI containment
37%
CSAT 4.67 / 5.0
Headcount vs target
30 / 22
8 excess · floor: 20 reps
Monthly volume trend — calls & chat (actual vs forecast)
Channel
Average contacts per day — by day of week
Channel
Call AHT trend (minutes)
AHT increasing +24% YTD (8.3 min Jan → 9.8 min Jun). Every 1 min reduction ≈ $28K/yr savings.
Channel mix & Flip AI
Inbound calls128.6/day
63% agent-handled37% Flip AI
Inbound chats124.6/day
100% agent-handled
Call AHT (6-mo avg)
8.9 min
Chat AHT (6-mo avg)
18.0 min
Shrinkage YTD
19.03%
Flip CSAT
4.67 / 5
Call density heatmap — average contacts per interval (CDT) · Jan 1–Jun 17 2026
Granularity
Days
Highlight
Low
High ·
AI scenario overlay
Amber = Flip AI / async handles these calls · green = human-staffed window
Peak hour
11 AM CDT
12.5 calls/hr avg (all days) · Mon peak: 16.5 · Sun lightest: 3.1
Model inputs — adjust to model scenarios
Planning shrinkage YTD actual: 19.03%21.5%
Disc: 6.88% · Non-disc: 12.15% · Buffer: +2.47%
Call AI containment calls only40%
Chat AI containment current: 67%67%
67% = current actual · model scales agent-handled chat volume dynamically · 100% = full AI, zero agent chat
Target seat occupancy 50% = small CC50%
35–50% = small CC with wide hours · 65–75% = mid-size CC · 80–85% = high-density
Call AHT (minutes)9.5
Chat AHT (minutes)18.0
Rep cost ($/month, fully-loaded)$4,970
FTE requirement — model output
Combined agent work hours per day — calls + chat
Channel
View
Calls Chat Daily concurrent = work hrs ÷ (8 × (1 − shrinkage)) · weekly headcount adds occupancy buffer
Hourly call distribution — average contacts per CDT hour (all days)
Call AI rate
Adjusts call AI containment for scenario FTE + cost projections · chat AI pre-deducted from volume
Current schedule
7AM–10PM CDT · 7 days/week · 105 hrs of coverage/week
Trim fringe hours
8AM–8PM CDT · 7 days/week · 84 hrs of coverage/week
Trim + close Sundays
8AM–8PM CDT · Mon–Sat · 72 hrs of coverage/week
Mon–Fri single shift
9AM–6PM CDT · Mon–Fri only · 45 hrs of coverage/week
10-hr Mon–Sat shift
9AM–7PM CDT · Mon–Sat · 60 hrs of coverage/week
Full AI + skeleton crew ⚡
100% AI inbound · ~10 email reps + 1 lead · no live phone/chat
Flip AI fee savings — schedule change impact
Current headcount
30
9 chat-only · 21 phone (flex)
Model need (21.5% shrinkage)
22
Floor: 20 · ceiling: 22 aggressive range
Planned reduction target
20–22
model-driven · select scenario below
Current team — 30 reps
9 chat-only 21 phone (flex to chat)
Target team — 20–22 reps
7 chat-only 15 phone (flex to chat)
Downside Planned Reduction
30 → 20–22 reps
Reduce 8–10 reps · implement 8AM–8PM CDT, Mon–Sat schedule

Mechanism: attrition + do not backfill. No layoffs. Savings begin immediately as positions go unfilled. Target range is 20–22 depending on non-discretionary shrinkage trend. 20 is the operational floor — each callout at that level = 5% of team offline.

Sunday contacts (~143/day) should route to async chat/email. Communicate change to customers 30 days prior.

Watch: non-discretionary shrinkage rate — expect small uptick as team gets leaner.
Annual savings — select scenario
Scenario
Full CS department cost stack — fully-loaded annualized payroll
Shrinkage summary
Discretionary (6.88%)
Training · Meetings · Coaching · 1:1s
Planned · schedulable · fully in model
Non-discretionary (12.15%)
Breaks · Sick/callouts · PTO · Tardiness
Partially unplanned · rises as HC decreases
Planning rate (21.5%)
Actual 19.03% + 2.47% buffer
Well below industry avg of 25–35%
Cost view
Revenue vs. labor cost — by day of week
Stacked bars = phone + digital avg daily revenue · dashed line = daily labor cost threshold
Net contribution per operating hour (CDT)
Day
Revenue minus labor cost per hour · green = positive · red = negative
Monthly trend — revenue by day of week
Apr / May / Jun grand total revenue per day · phone + digital combined
Key profitability findings