Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 9 Sizing Call Center Resources
Cisco Unified CCE Resource Calculators
Service Level Goal (SLG)
The percentage of calls to be answered within a specified number of seconds (for example, 90% within
30 seconds).
30 seconds).
Average Call Talk Time
The average number of seconds a caller will be on-line after an agent answers the call. This value
includes time talking and time placed on hold by the agent, until the call is terminated. It does not include
time spent in the IVR for call treatment or time in queue.
includes time talking and time placed on hold by the agent, until the call is terminated. It does not include
time spent in the IVR for call treatment or time in queue.
Average After-Call Work Time
The average agent wrap-up time in seconds after the caller hangs up. This entry assumes that agents are
available to answer calls when they are not in wrap-up mode. If seated agents enter into another mode
(other than the wrap-up mode) where they are unavailable to answer calls, then this additional time
should be included (averaged for all calls) in the after-call work time.
available to answer calls when they are not in wrap-up mode. If seated agents enter into another mode
(other than the wrap-up mode) where they are unavailable to answer calls, then this additional time
should be included (averaged for all calls) in the after-call work time.
Average Call Treatment Time (IVR)
The average time in seconds a call spends in the IVR before an attempt is made to send the call to an
agent. This time includes greetings and announcements as well as time to collect and enter digits (known
as prompt and collect, or IVR menuing) to route the call to an agent. It does not include queuing time if
no agents are available. (This queuing time is calculated in the output section of the calculator.) The call
treatment time should not include calls arriving at the IVR for self-service with no intention to route
them to agents. Self-service IVR applications should be sized separately using an Erlang-B calculator.
agent. This time includes greetings and announcements as well as time to collect and enter digits (known
as prompt and collect, or IVR menuing) to route the call to an agent. It does not include queuing time if
no agents are available. (This queuing time is calculated in the output section of the calculator.) The call
treatment time should not include calls arriving at the IVR for self-service with no intention to route
them to agents. Self-service IVR applications should be sized separately using an Erlang-B calculator.
Wait Before Abandon (Tolerance)
This field is the amount of time in seconds that a contact center manager expects callers to wait in queue
(tolerance) for an agent to become available before they abandon the queue (hang up). This value has no
effect on any of the output fields except the abandon rate (number of calls abandoned).
(tolerance) for an agent to become available before they abandon the queue (hang up). This value has no
effect on any of the output fields except the abandon rate (number of calls abandoned).
Blockage % (PSTN Trunks)
This field is also known as Grade of Service, or the percentage of calls that will receive busy tone (no
trunks available on the gateway) during the busy hour or interval. For example, 1% blockage means that
99% of all calls attempted from the PSTN during the interval will have a trunk port available on the
gateway to reach the IVR or an agent.
trunks available on the gateway) during the busy hour or interval. For example, 1% blockage means that
99% of all calls attempted from the PSTN during the interval will have a trunk port available on the
gateway to reach the IVR or an agent.
Check to Manually Enter Agents
After checking this box, the user may manually enter the number of agents. If the number of agents
entered is too far from the calculated (recommended) number, the calculator will show an error message.
The error will appear any time the number of calls queued reaches 0% or 100%.
entered is too far from the calculated (recommended) number, the calculator will show an error message.
The error will appear any time the number of calls queued reaches 0% or 100%.
Standard Unified CCE Resource Calculator Output Fields (What You Want to
Calculate)
Calculate)
The Standard Unified CCE Resource Calculator calculates the following output values based on your
input data:
input data:
Recommended Agents
The number of seated agents (calculated using Erlang-C) required to staff the call center during the busy
hour or busy interval.
hour or busy interval.