Cisco Cisco Unified Contact Center Management Portal 8.5(2) Leaflet

such as those shown in 

, available from web sites such as 

. You can use those industry statistics in the absence of any 

specific data about your call center (no existing CDR records, historical reports, and so forth).

Use the output of the Unified CCE Resource Calculator as input for other Cisco configuration and 
ordering tools that may require as input, among other factors, the number of IVR ports, number of 
agents, number of trunks, and the associated traffic load (BHCA).

1. Special Executive Summary; Principal Investigator, Dr. Jon Anton; Purdue University, Center for Customer-Driven Quality.

80% calls answered in? (seconds)

36.7

18.3

Average speed of answer (seconds)

34.6

21.2

Average talk time (minutes)

6.1

3.3

Average after-call work time (minutes)

6.6

2.8

Average calls abandoned

5.5%

3.7%

Average time in queue (seconds)

45.3

28.1

Average number of calls closed on first contact

70.5%

86.8%

Average TSR occupancy 

75.1%

84.3%

Average time before abandoning (seconds)

66.2

31.2

Average adherence to schedule

86.3%

87.9%

Cost per call

$9.90

$7.12

Inbound calls per 8-hour shift

69.0

73.9

Percentage attendance

86.8%

94.7%