Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
5-4
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 5 Basics of Call Center Sizing
Principal Design Considerations for Call Center Sizing
Principal Design Considerations for Call Center Sizing
illustrates the principal steps and design considerations for sizing a call center.
Figure 5-2
Cisco Unified CCX Design Process – Call Center Sizing
is a general overview of the design considerations for call sizing. For a detailed description
of the call center sizing design process, refer the section on sizing call center resources in the Cisco
Unified Contact Center Enterprise Solution Reference Network Design Guide, available online at the
following URL:
Unified Contact Center Enterprise Solution Reference Network Design Guide, available online at the
following URL:
There are similar basic call center sizing considerations and steps for Cisco Unified CCE, and they also
can be used in sizing a smaller contact center for Cisco Unified CCX. This call sizing approach will
provide you with the minimum number of IVR ports to support the total BHCA.
can be used in sizing a smaller contact center for Cisco Unified CCX. This call sizing approach will
provide you with the minimum number of IVR ports to support the total BHCA.
97636
Si
z
in
g
BHCA Seen at
Queue Ports
Average Queue
Time (AQT)
Busy Hour Traffic
(BHT) In Erlangs
% Blockage
(Grade Of
Service)
Avg. queue duration
from ErlangC
calculator
from ErlangC
calculator
BHT=(BHCA * AQT
seconds)/3600 (for all\
duration types)
duration types)
BHT = (BHCA * AQT
seconds/3600 (for all
duration types)
duration types)
% Blockage
(Grade Of
Service)
BHCA seen at
IVR ports
Erlang Load on
IVR port.
Call Center
INPUT
Call Center
OUTPUT
BHT=(BHCA * IVR Port Time)/3600
% calls blocked when no ports
available( lowest % possible)
available( lowest % possible)
Busy Hour Traffic=(BHCA * AHTsec)/3600
(Erlangs)
% Blockage = 0.01 (1% for PSTN Trunks)
= 0.001 (0.1% for IVR Ports)
# IVR
Ports for
P&C
BHCA (T): Total Busy
Hour Call Attempts
Use Erlang C Calculator
Use Erlang B Calculator
Use Erlang B Calculator
# Agents
# IVR
Ports for
Q’ing
Queued
Calls
(%)
Avg. Q-Time
Total #
IVR
PORTS
Average Hold
time for IVR Port
Includes Prompt Playout/
Menu Navigation(if any)
Menu Navigation(if any)
Size Unified
CCX Agents
Size IVR Ports
for Queueing
Size IVR
Ports
AHT for call
treatment
BHCA for call
treatment
BHCA (T)
AHT (secs)
Service Level
Goal (% in secs)
Unified Contact Center