Cost per resolution, not cost per minute: a methodology for pricing voice agents
A defensible cost-per-resolved-call formula composing per-minute price, average handle time, containment, and escalation cost; applied to four real voice-agent stacks including an enterprise floor-priced vendor. Two rank-flips, an Erlang C derivation, and a (containment × escalation cost) sensitivity grid that reduces the comparison to a one-line decision rule.

