ROI tracking Method and dashboards
The Analytics page in the dashboard prices the handling cost of your calls and tracks how it moves over time. It reports what is observed; it never projects a saving.
Configurable staff hourly rate
The cost of a call is its actual duration multiplied by an hourly rate, rounded to the cent. You pick the rate; three presets frame the usual range.
Gross
13,50 €/h
Lower bound: base salary only, no employer charges.
Loaded
Default18,23 €/h
13.50 × 1.35, a deliberately conservative coefficient — real employer charges are closer to 45-50%.
Fully loaded
≈ 25 €/h
Management, premises, IT included (22-28 €/h range).
- Rounding. Each call cost is rounded to the cent before it is summed.
- Unknown or aberrant duration. Such a call is priced at 0 €, counted separately and shown, never silently dropped.
- Multi-reason call. Its cost is split equally across its reasons, so the sum still equals the real total.
Reason classification
Every observed reason is classified by you into one of three buckets. The three buckets always add up to the period's total cost — no call escapes the count.
Avoidable
Deflectable to a digital journey — the reason could be handled without a call.
Value
Relational, non-substitutable — the call is the point of the interaction.
Unclassified
The default state, until you decide. Kept visible so nothing is assumed.
Avoidable + value + unclassified = the period's total cost, always. Classification never changes the total; it only reallocates it.
Releasable capacity
Releasable capacity is the cost of the avoidable calls over the period. It is a potential, not a saving already made: the dashboard never presents it as cash. It answers "how much handling time could be freed if these reasons were deflected", nothing more.
Realized savings (hard cash)
Realized savings are P&L events you declare by hand — a removed full-time role, a frozen hire — each with a date and an amount. They are never derived from call data, and they are immutable once declared: a mistake is voided and re-declared, never edited in place.
Realized savings and releasable capacity are never added together. The two counters stay separate: one is booked cash, the other is a potential. Summing them would double-count.
Frozen baselines
A baseline is a reason's average calls per week, frozen over a 4-to-8-week window. It is recorded when the baseline is created and never recalculated afterwards — the hourly rate is frozen with it. A declared digital action (a description and a date) marks the starting point.
A weekly decay chart then follows the reason. The "since the action" average counts only complete ISO weeks after the action's week, so a partial week never skews the comparison. The delta is shown as a signed percentage — "X calls/week vs Y frozen" — purely descriptive, with no causal attribution.
Want to size your own potential?
The dashboard reports on your real traffic. To get a first estimate before connecting your PBX, the calculator runs the numbers from a few inputs.