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Agent cost

The hourly rate behind the "cost saved" figures in analytics, and how to set it to something defensible.

Analytics reports hours saved and cost saved. Hours come from the conversations the AI handled without a human; cost is those hours priced at the agent cost you configure.

Setting it

Settings → Agent cost (owners and admins): an hourly rate and a currency.

Supported currencies are USD, EUR, GBP, CAD, AUD, NZD, INR, AED, SGD, ZAR, and JPY. If you do not set a rate, a platform default is used, so the figure is never blank — which is exactly why it is worth setting to your own number.

A rate of 0 is respected rather than replaced by the default: set it to zero if you want hours saved without a money figure.

Precedence

For a resold client workspace the rate resolves in this order:

  1. 1
    A per-client override set by the reseller.
  2. 2
    The workspace's own setting.
  3. 3
    The platform default.

The currency comes from the workspace setting (or the default) and is never taken from a per-client override — so a reseller's client reports do not mix currencies within one workspace. See Client workspaces.

Using the number honestly

Cost saved is an estimate, and its quality is entirely the quality of your rate. A defensible rate is fully loaded — salary, employer costs, tooling, and the share of time actually spent on the kind of conversation the AI is absorbing. A rate pulled from nowhere produces a confident number that will not survive its first finance review.

The figure appears in the analytics dashboard and in the PDF export, which is often a client-facing document.

Where to go next

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