A single decision on a call breaks into four moments: finding the rule, interpreting it, confirming it, and acting on it. Drag the sliders below to match how one typical decision goes today, and watch where the time actually goes.
One decision, four moments
In seconds. Set each slider to how long that moment usually takes for one typical decision.
Find
Locating the right rule for this client and this situation.
25s
Interpret
Working out what that rule actually means for this request.
20s
Confirm
Double-checking it, whether that's a re-read or asking someone.
15s
Act
Telling the customer, updating the system, documenting it.
20s
Where the time goes
80s per decision
Find: 25s
Interpret: 20s
Confirm: 15s
Act: 20s
Mapped to Find → Interpret → Act
25s
Find
35s
Interpret (interpret + confirm)
20s
Act
Turn this into an annual number (optional)
Leave blank to see hours only, no dollar figure.
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Hours per year, across the team, on this kind of decision
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Estimated annual cost
This is a direct calculation from the numbers above (seconds per decision × decisions × agents, scaled to a 260-day work year), not an industry benchmark. Decision resolution time is one of the metrics a pilot measures against your own baseline, not a number Agent First asserts up front.
This is one of the five things a pilot measures.
Decision resolution time, alongside first-contact accuracy, supervisor pull-ins, correct-client rule application, and new-hire ramp time, gets measured against how your account runs today, not an industry average.