ROI Calculator Fully Loaded Cost of Tier 1 Personnel (Annual): *Fully Loaded Cost of Tier 2 Personnel (Annual): *Fully Loaded Cost of Tier 3 Personnel (Annual): *Tier 1 Average Annual hours: *Tier 2 Average Annual hours: *Tier 3 Average Annual hours: *Total number of employees in organization: *Avg. number of calls to Service Desk (per day): *Number of Incidents opened (per day): *% of Incidents handled by Tier 1 (per day): *% of Incidents handled by Tier 2 (per day): *% of Incidents handled by Tier 3 (per day): *Avg. Tier 1 call duration w/No Incident (Min.): *Avg. Tier 1 call duration w/Incident Closure (Min.): *Avg. Tier 1 time before escalation to Tier 2 (Min.): *Avg. Tier 2 time before escalation to Tier 3 (Min.): *Avg. # personnel handling each Service Desk call: *Avg. # personnel handling each Tier 1 Incident: *Avg. # personnel handling each Tier 2 Incident: *Avg. # personnel handling each Tier 3 Incident: *% of time spent searching for information by Tier 1: *% of time spent searching for information by Tier 2: *% of time spent searching for information by Tier 3: *MTTR for Tier 1 Incident (Minutes): *MTTR for Tier 2 Incident (Minutes): *MTTR for Tier 3 Incident (Minutes): *Display ResultsResults 1Results 2Results 3Tier 1 cost to answer non Incident call: AvgTotal DailyInfo. Srch $Cost to resolve Tier 1 Incident: AvgTotal DailyInfo. Srch $Avg ATier 2 cost to answer non Incident call: Avg n5Total DailyInfo. Srch $Avg BAvg CTier 3 cost to answer non Incident call: AvgxTotal DailyInfo. Srch $Total Cost of Incidents: Daily o9Annual p9Per CapitaTotal Cost of Incidents: Daily o10Annual p10Per CapitaActual Cost of “resolving” Incident DailyAnnual p11Per CapitaPorcentaje Tier 1Porcentaje Tier 2Porcentaje Tier 3Reduce Escalations (Bus. Awareness) (%):DCABImprove Process Efficiency by (%): *Daily SavingsAnnual Savings p14AddReduce Escalations (Bus. Awareness) (%): *Daily SavingsAnnual Savings p15Reduce "searching" by (%): *Daily SavingsAnnual Savings p16Hidden Monetary Savings: Daily SavingsAnnual SavingsAnnual Savings (%)PromedioAvg FTE Equivalency Savings ( Annual ): Annual SavingsLegend Summary Actual Incident Costs (Reduced by process savings)Cost of Seaching for informationProcess Efficiency SavingsBusiness Awareness SavingsRemaining Incident Cost after Search SavingsRemaining Incident Cost after Search Savings* Required