Cisco Cisco IPCC Web Option Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 9 Sizing Call Center Resources
Agent Staffing Considerations
Figure 9-5
After-Call Work Time
Note that trunks and IVT ports remained virtually the same, except that there is one additional trunk (113
instead of 112). This slight increase is not due to the wrap-up time, but rather is a side effect of the slight
change in the SLG (92% instead of 93%) due to rounding calculations for the required 116 agents due
to wrap-up time.
instead of 112). This slight increase is not due to the wrap-up time, but rather is a side effect of the slight
change in the SLG (92% instead of 93%) due to rounding calculations for the required 116 agents due
to wrap-up time.
Agent Staffing Considerations
In calculating agent requirements, make the following adjustments to factor in all the activities and
situations that make agents unproductive or unavailable:
situations that make agents unproductive or unavailable:
Agent Shrinkage
Agent shrinkage is a result of any time for which agents are being paid but are not available to handle
calls, including activities such as breaks, meetings, training, off-phone work, unplanned absence,
non-adherence to schedules, and general unproductive time.
calls, including activities such as breaks, meetings, training, off-phone work, unplanned absence,
non-adherence to schedules, and general unproductive time.
Agent Shrinkage Percentage
This factor will vary and should be calculated for each call center. In most call centers, it ranges from
20% to 35%.
20% to 35%.
Agents Required
This number is based on Erlang-C results for a specific call load (BHCA) and service level.