Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
5-5
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 5 Basics of Call Center Sizing
Planning Resource Requirements for Call Center Sizing
In addition, you should include the following design considerations, specific to Cisco Unified CCX, in
your call center sizing calculations:
your call center sizing calculations:
•
At a minimum, plan on enough capacity to replace your existing system. The replacement system
should perform at least as well as the one it is replacing.
should perform at least as well as the one it is replacing.
•
After all of the Erlang (C and B) calculations are complete for the call center sizing, any changes in
queue times or agents will affect the total number of trunks and IVR ports required for an Cisco
Unified CCX solution.
queue times or agents will affect the total number of trunks and IVR ports required for an Cisco
Unified CCX solution.
•
As you increase the size of the agent pool, very small changes in the average queue time and
percentage of queued calls will affect the required number of gateway trunks and IVR ports.
percentage of queued calls will affect the required number of gateway trunks and IVR ports.
•
Even if you perform all of the calculations for a call center, there are still some variables that you
cannot plan for but that will affect the ports needed on a Cisco Unified CCX system. For example,
one or more agents could call in sick, and that would affect the port count and queue time for each
call. Just two agents calling in sick could increase the port count by over 12%. This would affect the
price of the system and, if not planned for, would affect the ability of the call center to meet caller
requirements. Properly sizing call center resources is integral to designing an effective Cisco
Unified CCX system.
cannot plan for but that will affect the ports needed on a Cisco Unified CCX system. For example,
one or more agents could call in sick, and that would affect the port count and queue time for each
call. Just two agents calling in sick could increase the port count by over 12%. This would affect the
price of the system and, if not planned for, would affect the ability of the call center to meet caller
requirements. Properly sizing call center resources is integral to designing an effective Cisco
Unified CCX system.
Note
Not all of the Cisco Unified CCX system limits are available at the same time.
If all of the call sizing information is available, the next step is to apply Cisco Unified CCX sizing limits
to the call center requirements. For this step, use the Cisco Unified Communications Sizing Tool,
available online at:
to the call center requirements. For this step, use the Cisco Unified Communications Sizing Tool,
available online at:
Planning Resource Requirements for Call Center Sizing
To assist you with planning resource requirements, this section illustrates how to size an Cisco Unified
CCX Standard application with 25 agents.
CCX Standard application with 25 agents.
Example of Sizing Cisco Unified CCX Standard Application with 25 Agents
This example is not intended to be a comprehensive contact center design example, but it illustrates how
changing metrics such as BHCA, AHT, and Service Levels can affect provisioning of agents.
changing metrics such as BHCA, AHT, and Service Levels can affect provisioning of agents.
The following information applies to this example of Cisco Unified CCX Standard with 25 agents:
Metric
Metric Value
Busy Hour Call Attempts (BHCA)
800 calls in 60-minute interval
Service level goal
90% of all calls handled within 15 seconds
Average handle time (AHT)
90 seconds:
•
Average talk time = 90 seconds
•
Wrap-up time = 0 seconds
Wait before Abandon
120 seconds
Grade of service (% blockage) for gateway ports
to the PSTN
to the PSTN
1% (0.01)