Identify & Prioritize

How these are ranked

• RICE is the driver. Default order is the RICE score (Reach × Impact × Confidence ÷ Effort). You can re-sort by Est. Annual Impact or Effort, but neither ranks well alone: the biggest dollar figure ignores how hard or risky it is to build, and the lowest effort ignores whether it's worth doing. RICE folds value, confidence, and cost into one number, which is why broad, cheap Triage outranks a bigger-dollar but narrower or lower-confidence play.
• No double-counting. Reach is breadth (how many are affected) and Impact is per-unit depth (value each), so volume is counted once and the annual-dollar figure stays in its own column, out of the score. Triage, KB, and Auto also share the same ~150k-ticket pool, so they're sequenced, not stacked: Triage saves time on every ticket, KB deflects repeats before they're filed, and Auto works only the residual repeats that still reach an agent.
• One revenue play. Feedback-to-$ is measured in recoverable renewal revenue, not cost savings, so it's held at 60% confidence and kept out of the cost-savings total rather than letting a ~$750k figure crowd out the cost cases.