Pinnacle Logistics · 890 Enterprise Clients · 3PL Provider
Goal: Reduce cost-per-resolved chat from $4.80 to $3.90 while maintaining CES ≥4.3
| Agent | Avg Concurrency | Utilization | Cost/Resolve | CES | Status |
|---|---|---|---|---|---|
| Agent 012 | 6.2 | 89% | $5.80 | 3.9 | Over |
| Agent 029 | 6.1 | 87% | $5.60 | 4.0 | Over |
| Agent 047 | 2.1 | 54% | $6.40 | 4.6 | Under |
| Agent 053 | 2.3 | 58% | $6.10 | 4.5 | Under |
| Agent 061 | 6.4 | 91% | $5.90 | 3.8 | Over |
| Agent 078 | 1.9 | 51% | $6.70 | 4.7 | Under |
| Agent 084 | 6.0 | 85% | $5.50 | 4.1 | Over |
| Agent 092 | 2.2 | 56% | $6.30 | 4.5 | Under |
Peak season (week 48): cost-per-resolve spiked to $6.10, concurrency utilization 89% · WFM adjustment saved $42K over 3-week peak