Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide
9-10
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 9 Sizing Call Center Resources
Cisco Unified CCE Resource Calculators
Calls Completed (BHCC)
The busy hour call completions (BHCC), or the number of expected calls completed during the busy
hour. It is the number of calls attempted minus the number of calls blocked.
hour. It is the number of calls attempted minus the number of calls blocked.
Calls Answered Within Target SLG
The percentage of calls that are answered within the set target time entered in the Service Level Goal
(SLG) field. This value is the calculated percentage of calls answered immediately if agents are
available. It includes a portion of calls queued if no agents are available within the SLG (for example,
less than 30 seconds). It does not include all queued calls because some calls will be queued beyond the
SLG target.
(SLG) field. This value is the calculated percentage of calls answered immediately if agents are
available. It includes a portion of calls queued if no agents are available within the SLG (for example,
less than 30 seconds). It does not include all queued calls because some calls will be queued beyond the
SLG target.
Calls Answered Beyond SLG
The percentage of calls answered beyond the set target time entered in the Service Level Goal (SLG)
field. For example, if the SLG is 90% of calls answered within 30 seconds, the calls answered beyond
SLG would be 10%. This value includes a portion of all calls queued, but only the portion queued beyond
the SLG target (for example, more than 30 seconds).
field. For example, if the SLG is 90% of calls answered within 30 seconds, the calls answered beyond
SLG would be 10%. This value includes a portion of all calls queued, but only the portion queued beyond
the SLG target (for example, more than 30 seconds).
Queued Calls
The percentage of all calls queued in the IVR during the busy hour or interval. This value includes calls
queued and then answered within the Service Level Goal as well as calls queued beyond the SLG. For
example, if the SLG is 90% of calls answered within 30 seconds and queued calls are 25%, then there
are 10% of calls queued beyond 30 seconds, and the remaining 15% of calls are queued and answered
within 30 seconds (the SLG).
queued and then answered within the Service Level Goal as well as calls queued beyond the SLG. For
example, if the SLG is 90% of calls answered within 30 seconds and queued calls are 25%, then there
are 10% of calls queued beyond 30 seconds, and the remaining 15% of calls are queued and answered
within 30 seconds (the SLG).
Calls Answered Immediately
The percentage of calls answered immediately by an agent after they receive treatment (if implemented)
in the IVR. These calls do not have to wait in queue for an agent. As in the preceding example, if 25%
of the calls are queued (including those beyond the target of 30 seconds), then 75% of the calls would
be answered immediately.
in the IVR. These calls do not have to wait in queue for an agent. As in the preceding example, if 25%
of the calls are queued (including those beyond the target of 30 seconds), then 75% of the calls would
be answered immediately.
Average Queue Time (AQT)
The average amount of time in seconds that calls will spend in queue waiting for an agent to become
available during the interval. This value does not include any call treatment in the IVR prior to
attempting to send the call to an agent.
available during the interval. This value does not include any call treatment in the IVR prior to
attempting to send the call to an agent.
Average Speed of Answer (ASA)
The average speed of answer for all calls during the interval, including queued calls and calls answered
immediately.
immediately.
Average Call Duration
The total time in seconds that a call remained in the system. This value is the sum of the average talk
time, the average IVR delay (call treatment), and the average speed of answer.
time, the average IVR delay (call treatment), and the average speed of answer.
Agents Utilization
The percentage of agent time engaged in handling call traffic versus idle time. After-call work time is
not included in this calculation.
not included in this calculation.