Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
C H A P T E R
5-1
Cisco Unified Contact Center Express Solution Reference Network Design
5
Basics of Call Center Sizing
This chapter introduces the basic concepts involved in call center sizing
This chapter contains the following sections:
•
•
•
•
.
Terminology
illustrates the common port types and how they map to Cisco Unified CCX.
Figure 5-1
Call Center Port Types
97636
Si
zi
ng
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