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CTM Calculators: Add PS billing milestones, Adjust Genesys RAMP

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This commit is contained in:
Robert Helewka
2026-07-08 11:24:57 -04:00
parent b5af65891c
commit a991879061
13 changed files with 4264 additions and 2712 deletions
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5
studies/202512_GenesysCX/ctm-token-calculator/tokencalc/scenarios.py
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@@ -25,7 +25,6 @@ class Scenario:
voice_summarization_eligibility: float
voice_knowledge_eligibility: float
email_auto_respond_rate: float # share of email auto-responded
email_auto_suggest_acceptance: float
# ── Virtual Agent benefit realization factors ───────────────────
# Applied to both Voice Bot and Agentic VA deflection benefits.
@@ -75,7 +74,6 @@ BENEFIT_PARAMS: dict[str, dict[str, float]] = {
"digital_aht_reduction": {"claim": 0.18, "realistic": 0.085}, # 5-12% Y1
"digital_acw_reduction": {"claim": 1.00, "realistic": 0.40}, # 30-50% Y1
"sta_aht_reduction": {"claim": 0.04, "realistic": 0.015}, # 1-2% Y1
"email_auto_suggest_time_saving": {"claim": 0.40, "realistic": 0.30}, # × acceptance; Genesys claims 40%
# ESTIMATED lines (no Genesys claim published):
"supervisor_copilot_time_saving": {"claim": 0.10, "realistic": 0.05},
"predictive_routing_aht_reduction": {"claim": 0.04, "realistic": 0.02},
@@ -97,7 +95,6 @@ SCENARIOS: dict[str, Scenario] = {
voice_summarization_eligibility=0.50,
voice_knowledge_eligibility=0.40,
email_auto_respond_rate=0.10,
email_auto_suggest_acceptance=0.25,
# VA realization: conservative — low completion, limited staffing flex
# Combined: 0.60 × 0.70 × (1 − 0.05) ≈ 0.40
va_completion_rate=0.60,
@@ -113,7 +110,6 @@ SCENARIOS: dict[str, Scenario] = {
voice_summarization_eligibility=0.70,
voice_knowledge_eligibility=0.60,
email_auto_respond_rate=0.20,
email_auto_suggest_acceptance=0.40,
# VA realization: production midpoints per spec analysis
# Combined: 0.70 × 0.80 × (1 − 0.05) ≈ 0.53
va_completion_rate=0.70,
@@ -129,7 +125,6 @@ SCENARIOS: dict[str, Scenario] = {
voice_summarization_eligibility=0.90,
voice_knowledge_eligibility=0.80,
email_auto_respond_rate=0.50,
email_auto_suggest_acceptance=0.60,
# VA realization: optimistic — high completion, good staffing flexibility
# Combined: 0.75 × 0.85 × (1 − 0.03) ≈ 0.62
va_completion_rate=0.75,