Channel Launch Sizer

Sizes what opening a new assisted channel (chat, messaging, SMS) does to human workload and the no-touch rate, human-only vs with automation — with break-even thresholds, a Monte Carlo range, and the research behind every input.

Opening a staffed channel with no automation behind it cannot raise the no-touch rate: every contact it receives is a human touch. Whether it saves anything depends on how much of its volume is diverted from voice or email and how much is new demand. The sizer splits new-channel volume into four parts (diverted, touches on would-be no-touch transactions, cross-channel repeats, latent demand) and computes added human contacts, the no-touch change, net FTE and cost.

It compares a human-only launch with the same launch backed by automation and gives four break-even points: the automation resolution that restores the pre-launch no-touch rate, the resolution for zero net workload, the concurrency needed for a workload-neutral human-only launch, and the share of volume that would have to be diverted.

The Range tab runs a seeded Monte Carlo over every ranged input and reports P10–P90 outcomes. The Evidence tab sets out the research for each lever with source quality. No published study measures the diverted vs net-new split for an assisted launch, so the tool shows that as the main uncertainty. Model: wiki page "Channel Proliferation and the No-Touch Rate"; HTML pack HP-WFM-003.