Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
9-10
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 9 Sizing Call Center Resources
Cisco Unified CCE Resource Calculators
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)
Want to 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.
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.