Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
9-12
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 9 Sizing Call Center Resources
Sizing Call Center Agents, IVR Ports, and Gateways or Trunks (Inbound Call Center)
Export
Click on the Export button to save the calculator input and output in the format of comma-separated
values (CSV) to a location of your choice on your hard drive. This CSV file could be imported into a
Microsoft Excel spreadsheet and formatted for insertion into bid proposals or for presentation to clients
or customers. Multiple scenarios could be saved by changing one or more of the input fields and
combining all outputs in one Excel spreadsheet by adding appropriate titles to the columns to reflect any
changes in the input. This format makes comparing results of multiple scenarios easy to analyze.
values (CSV) to a location of your choice on your hard drive. This CSV file could be imported into a
Microsoft Excel spreadsheet and formatted for insertion into bid proposals or for presentation to clients
or customers. Multiple scenarios could be saved by changing one or more of the input fields and
combining all outputs in one Excel spreadsheet by adding appropriate titles to the columns to reflect any
changes in the input. This format makes comparing results of multiple scenarios easy to analyze.
Sizing Call Center Agents, IVR Ports, and Gateways or
Trunks (Inbound Call Center)
The call center examples in this section illustrate how to use the Unified CCE Resource Calculator in
various scenarios, along with the impact on required resources for inbound call centers. The first
example in this section is a basic call flow, where all incoming calls to the call center are presented to
the voice gateway from the PSTN. Calls are routed directly to an agent, if available; otherwise, calls are
queued until an agent becomes available.
various scenarios, along with the impact on required resources for inbound call centers. The first
example in this section is a basic call flow, where all incoming calls to the call center are presented to
the voice gateway from the PSTN. Calls are routed directly to an agent, if available; otherwise, calls are
queued until an agent becomes available.
Basic Call Center Example
This example forms the basis for all subsequent examples in this chapter. After a brief explanation of
the output results highlighting the three resources (agents, IVT ports, and PSTN trunks) in this basic
example, subsequent examples build upon it by adding different scenarios, such as call treatment and
agent wrap-up time, to demonstrate how the various resources are impacted by different call scenarios.
the output results highlighting the three resources (agents, IVT ports, and PSTN trunks) in this basic
example, subsequent examples build upon it by adding different scenarios, such as call treatment and
agent wrap-up time, to demonstrate how the various resources are impacted by different call scenarios.
This basic example uses the following input data:
•
Total BHCA (60-minute interval) into the call center from the PSTN to the voice gateway = 2,000.
•
Desired service level goal (SLG) of 90% of calls answered within 30 seconds.
•
Average call talk time (agent talk time) = 150 seconds (2 minutes and 30 seconds).
•
No after-call work time (agent wrap-up time = 0 seconds).
•
No call treatment (prompt and collect) is implemented initially. All calls will be routed to available
agents or will be queued until an agent becomes available.
agents or will be queued until an agent becomes available.
•
Wait time before caller hangs up (tolerance) = 150 seconds (2 minutes and 30 seconds).
•
Desired grade of service (percent blockage) for the PSTN trunks on the voice gateway = 1%.
After entering the above data in the input fields, pressing the Submit button at the bottom of the
calculator results in the output shown in
calculator results in the output shown in
.