CCX cost stack — our money, itemized
17 days · 18 seats · CCX-internal, never AAA-facing| Cost | RateThe contracted price and the quantity it multiplies. Stored per item so a talk-hour rate can never be applied to productive hours. | Quantity | Cost | % of billedThis cost as a share of what AAA is billed for the same range |
|---|---|---|---|---|
| LaborCatalyzeCX payroll | — / payroll hr | —payroll hours | rate and payroll hours (B8) | — |
| SupervizeAI | $0.75 / talk hr | 401.0talk hours | $301 | 1.8% |
| Krisp | $50.00 / seat / month | 10.118 seats × 17/30.44 days | $503 | 2.9% |
| Platform / carrierNextiva | — / minute | 9,207.0billed minutes | rate pending | — |
| Known costs | — | — | $803 | 4.7% |
Not margin. 2 cost lines are still missing an input — Labor, Platform / carrier — and labor is the largest cost on the floor. Real margin needs payroll hours (B8, ruled the payroll basis) and a loaded hourly wage, which has never been asked for. Until both land, this figure only bounds contribution from above.
By agent
17 agents · who converts floor time into billable timeExport CSV| Agent | Billable hrsTalk + wrap + hold + review + ring, capped — the hours AAA is billed for | Billable $Billable hours × billed rate | TalkCapped talk hours — the core of the billable hour | WrapAfter-call work. The classic coachable lever: wrap shrinks without touching the member experience | Hold | Review | RingIncluded in billable hours — a locked decision. This column is what makes its magnitude visible. | Hrs / active dayBillable hours ÷ days with any billable time — the growth lever per head | Carrier minCarrier-billed minutes (the export's Cost column — measured to equal rounded-up Minutes on every row; it is not a dollar amount). A carrier $ figure needs the per-minute contract rate. | Util. ≤ (bound)UPPER BOUND on utilization: billable ÷ on-floor span (first call → last call per day). Span is a floor on payroll hours, so true utilization is AT MOST this. Exact figure needs the Nextiva hours export (B8). |
|---|---|---|---|---|---|---|---|---|---|---|
| Rodrigo Pineda | 81.5 | $1,365 | 29.8 | 25.8 | 0.3 | 17.3 | 8.2 | 7.41 | 518 | ≤ 79% |
| Katerin Pocasangre | 80.3 | $1,345 | 25.5 | 17.1 | 0.1 | 29.1 | 8.6 | 7.30 | 457 | ≤ 76% |
| Nestor Najarro | 80.1 | $1,342 | 38.1 | 21.0 | 0.5 | 9.8 | 10.8 | 7.28 | 721 | ≤ 77% |
| Susana Zambrano | 76.6 | $1,283 | 26.5 | 20.0 | 0.1 | 20.4 | 9.5 | 6.96 | 561 | ≤ 74% |
| Efrain Martinez | 76.5 | $1,282 | 35.5 | 15.5 | 0.1 | 16.7 | 8.8 | 6.38 | 603 | ≤ 73% |
| Maria Molina | 76.3 | $1,278 | 36.0 | 17.5 | 0.4 | 11.3 | 11.1 | 6.36 | 693 | ≤ 70% |
| Livario Aguirre | 76.0 | $1,273 | 36.0 | 18.2 | 0.3 | 9.7 | 11.8 | 6.91 | 769 | ≤ 73% |
| Dina Alonzo | 73.6 | $1,234 | 29.9 | 15.8 | 0.7 | 18.2 | 9.0 | 6.69 | 685 | ≤ 83% |
| Carlos Chacon | 68.3 | $1,143 | 25.3 | 16.8 | 0.0 | 17.2 | 8.9 | 6.21 | 413 | ≤ 66% |
| Ruben Rivas | 67.8 | $1,136 | 28.8 | 15.5 | 0.3 | 15.0 | 8.3 | 6.78 | 622 | ≤ 78% |
| Sara Villeda | 67.8 | $1,136 | 28.2 | 16.7 | 0.1 | 13.1 | 9.7 | 6.78 | 345 | ≤ 73% |
| Cristian Aguilar | 64.8 | $1,086 | 14.8 | 20.9 | 0.2 | 23.1 | 5.8 | 6.48 | 367 | ≤ 72% |
| Orlando Alfaro | 53.9 | $903 | 19.1 | 17.8 | 0.3 | 10.1 | 6.7 | 6.74 | 598 | ≤ 76% |
| Rodrigo Cortez | 30.6 | $512 | 12.0 | 7.7 | 0.3 | 8.0 | 2.7 | 6.12 | 553 | ≤ 74% |
| Oscar Linares | 28.2 | $472 | 7.8 | 6.5 | 0.0 | 10.9 | 3.0 | 7.05 | 482 | ≤ 73% |
| Walter Alfaro | 17.8 | $298 | 7.7 | 4.2 | 0.1 | 2.9 | 2.9 | 5.94 | 549 | ≤ 74% |
| Obe Quinones+Focal | 0.1 | $1 | 0.0 | 0.0 | 0.0 | 0.0 | 0.0 | 0.05 | 0 | ≤ 8% |
| Total | 1,020.2 | $17,088 | 401.0 | — | — | — | — | — | 9,207 | — |
By campaign
where the billable hours are earned| Campaign | Billable hrsTalk + wrap + hold + review + ring, capped — the hours AAA is billed for | Billable $Billable hours × billed rate | TalkCapped talk hours — the core of the billable hour | WrapAfter-call work. The classic coachable lever: wrap shrinks without touching the member experience | Hold | Review | RingIncluded in billable hours — a locked decision. This column is what makes its magnitude visible. | Hrs / active dayBillable hours ÷ days with any billable time — the growth lever per head | Carrier minCarrier-billed minutes (the export's Cost column — measured to equal rounded-up Minutes on every row; it is not a dollar amount). A carrier $ figure needs the per-minute contract rate. |
|---|---|---|---|---|---|---|---|---|---|
| ACA00011 | 284.8 | $4,770 | 122.6 | 71.4 | 0.9 | 55.0 | 34.9 | 21.91 | 0 |
| ACA00004 | 177.4 | $2,971 | 56.4 | 42.9 | 0.4 | 56.7 | 21.1 | 11.09 | 2,852 |
| ACA00012 | 168.7 | $2,826 | 69.1 | 54.9 | 0.4 | 21.9 | 22.4 | 24.10 | 0 |
| ACA00008 | 168.5 | $2,823 | 60.4 | 37.1 | 0.7 | 49.9 | 20.5 | 16.85 | 2,857 |
| ACA00007 | 76.9 | $1,288 | 28.7 | 16.8 | 0.1 | 20.8 | 10.5 | 8.54 | 1,232 |
| ACA00010 | 55.8 | $935 | 19.1 | 14.2 | 0.1 | 15.1 | 7.2 | 6.98 | 183 |
| ACA00006 | 48.5 | $812 | 22.0 | 11.7 | 0.4 | 8.7 | 5.7 | 3.73 | 1,444 |
| ACA00009 | 26.5 | $444 | 16.7 | 4.0 | 0.5 | 4.2 | 1.1 | 1.56 | 637 |
| ACA00013 | 12.9 | $217 | 6.1 | 4.0 | 0.0 | 0.6 | 2.3 | 12.94 | 0 |
| ACA00002 | 0.1 | $1 | 0.0 | 0.1 | 0.0 | 0.0 | 0.0 | 0.08 | 0 |
| ACA00003 | 0.0 | $1 | 0.0 | 0.0 | 0.0 | 0.0 | 0.0 | 0.02 | 2 |
| Total | 1,020.2 | $17,088 | 401.0 | — | — | — | — | — | 9,207 |
Where the hour goes, day by day
the same five components as the tables above — hours per dayThe V9 time-split trend: wrap is the classic coachable lever — it shrinks without touching the member experience — and this chart is where a wrap drift shows before it reaches a weekly total. Ring’s line makes the §A.1 ring-inclusion decision’s magnitude visible day by day. The five lines sum to each day’s billable hours by construction.
Util. ≤ is an upper bound, not utilization. The denominator is on-floor span (first call → last call per agent-day), which is a floor on payroll hours — it cannot see pre-shift, post-shift, or long gaps at the day’s edges. True utilization = billable ÷ payroll hours arrives with the Nextiva agent-hours export (B8), which is the payroll basis by ruling (D2, 2026-08-05). Until then this column bounds the answer; it never is the answer. Single-call days are excluded from spans rather than counted as zero-length shifts.
Handle time is deliberately absent: it is talk + hold + wrap over again (verified 98.9% exact), and adding it would double-bill the same minutes. The splits above sum to billable hours by construction.
The cost stack is CCX’s money, not AAA’s. The rulebook’s “Cost” and Cost-per-Sale are what AAA is billed — revenue on this page’s ledger, certified, and untouched by anything in that card. Vendor rates live in the cost_items config table: a new vendor is a row, not a deploy, and each basis (payroll hour, talk hour, seat-month, billed minute) is stored with the rate so nothing gets multiplied by the wrong quantity.
Carrier min is not a dollar figure. The export’s Cost column was measured (2026-08-05) to equal the Minutes column exactly on every row — it is rounded-up billed carrier minutes, surfaced here for the first time (the classic surface never reads it). It sits beside the synthetic economics, never replaces them, and turning it into carrier dollars needs the Nextiva per-minute rate — an open ask. CCX-internal either way, never AAA-facing.