Cisco Cisco Agent Desktop 9.0 Technische Referenzen

The Recording and Playback Service stores recorded conversations and makes them 
available to the Supervisor Record Viewer application. 

A co-resident Recording & Playback service can support up to 32 simultaneous 
recordings. A dedicated Recording & Playback service can support up to 80 
simultaneous recordings (this option is available in the Premium version only). The 
capacity of the Recording & Playback service is not dependent on the CODEC used. 

Assumptions:

■

10-hour working day

■

20 calls per agent per hour (average handle time [AHT] 180 seconds: 120 
seconds per call with a 60-second wrapup)

■

8% of calls, or 16 call per agent per day, are recorded

■

service level of 90% of calls answered in 10 seconds

■

Agent:supervisor ratio is 10:1

Agent resources are calculated using an Erlang C computation.

Recording resources are calculated using the above assumptions and an Erlang B 
computation, assuming 0.001 blockage. In the case of recording, there will not be 
actual blockage, instead, an additional recording resource will be used.

A formula for simultaneous recording resources needed in the busy hour based on 
percentage of calls monitored can be calculated as follows:

(BHCC = busy hour call completion)

In a contact center with 1000 calls per hour and an 8% call recording rate, the 
recording Erlang is:

Using an Erlang B calculator with 0.001 blocking, this contact center requires no 
more than 10 simultaneous recording resources.

BHCC

hour

----------------

⎝

⎠

⎛

⎞

% Recorded

(

)

2 min

call

-------------

⎝

⎠

⎛

⎞

1 hour

60 min

----------------

⎝

⎠

⎛

⎞

×

×

×

req sim recording resources

=

BHCC

% Recorded

×

30

-----------------------------------------------------

required simultaneous recording resources

=

1000

0.08

×

30

-----------------------------

2.667

=