Count the work you rarely see in a timesheet
Include the minutes spent finding the booking, checking the answer and writing the reply. A realistic baseline is more useful than an optimistic automation percentage.
Build the baseline
Multiply enquiries per month by average minutes per enquiry. Divide by 60 to express the result in hours. Use a representative period and include the time spent finding information, writing the reply and completing the relevant task.
Model the review work too
The scenario applies your selected handling share and adds the review minutes you enter for those enquiries. The remaining enquiries keep the original handling time. The difference between baseline and scenario is a modelled time change, not a verified Hubsteer result.
Check the work the model leaves out
Setup, staff training, knowledge maintenance and unusual cases can add time. Enquiry types also vary in complexity. Use the calculator to explore assumptions, then measure actual workload and service quality in your business.