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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 4 Basics of Call Center Sizing
Preliminary Information Requirements
•
Queue ports — are IVR ports that queue calls (when no agents are available) prior to transferring
the caller to an available agent. These ports are included at no additional cost with Unified CCX
Standard or Enhanced, but they must be sized for proper capacity planning for the Unified CCX
server. Refer to the Cisco Unified Contact Center Express Configuration and Ordering Tool for more
details.
the caller to an available agent. These ports are included at no additional cost with Unified CCX
Standard or Enhanced, but they must be sized for proper capacity planning for the Unified CCX
server. Refer to the Cisco Unified Contact Center Express Configuration and Ordering Tool for more
details.
•
IVR ports — are full-featured IVR ports with all the capabilities found in the standalone Cisco
Unified IP IVR product, except that the Unified CCX IVR ports require Unified CCX Premium and
do not support Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
integration.
Unified IP IVR product, except that the Unified CCX IVR ports require Unified CCX Premium and
do not support Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
integration.
If you want additional supporting features, such as automatic speech recognition (ASR), text-to-speech
(TTS), e-mail notification, web server or client functionality, and database operations, you simply need
to purchase the Premium package. Additional seats may also be purchased for IVR port licenses if the
number of port licenses that come with the seat licenses is not sufficient.
(TTS), e-mail notification, web server or client functionality, and database operations, you simply need
to purchase the Premium package. Additional seats may also be purchased for IVR port licenses if the
number of port licenses that come with the seat licenses is not sufficient.
The goal of the system architect is to determine the appropriate number and types of IVR ports to
provision for the Unified CCX system. However, as shown in
provision for the Unified CCX system. However, as shown in
, the Unified CCX architecture
differs slightly from the example TDM call center configuration in that IVR ports and queue ports (and
P&C ports as well) are combined into one logical CTI port. Therefore, the call sizing approach in this
document calculates trunk, IVR, and queue ports. The remaining sections of this chapter use the term
IVR port to denote the combined queue port and IVR port (both full-service and P&C ports).
P&C ports as well) are combined into one logical CTI port. Therefore, the call sizing approach in this
document calculates trunk, IVR, and queue ports. The remaining sections of this chapter use the term
IVR port to denote the combined queue port and IVR port (both full-service and P&C ports).
Preliminary Information Requirements
System designers are advised to create a sizing document to do the following:
•
Scope out the preliminary configuration information for the Unified CCX server.
•
Size the gateways for the system.
To determine the size of the call center, obtain answers to the following questions:
•
How many IVR ports do you need?
•
How many PSTN gateway trunk ports do you need?
•
How many agents will answer incoming calls?
To answer these questions properly, you will need the sizing metrics and information listed in
.
Table 4-1
Call Center Sizing Metrics
Metric
Description
Average handle time (AHT)
Average duration (talk time) of a call plus after-call work time,
which is the wrap-up time after the caller hangs up.
which is the wrap-up time after the caller hangs up.
Average IVR port usage time
The total time for prompt playout and/or menu navigation (if any)
in the Unified CCX script. This should not include the queue time
the caller spends waiting in queue before an agent becomes
available. Queue time is calculated using Erlang-C automatically as
shown in
in the Unified CCX script. This should not include the queue time
the caller spends waiting in queue before an agent becomes
available. Queue time is calculated using Erlang-C automatically as
shown in
.
Service level goal for agents
Percentage of calls answered by agents within a specific number of
seconds.
seconds.