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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 4 Basics of Call Center Sizing
Planning Resource Requirements for Call Center Sizing
In addition, you should include the following design considerations, specific to Unified CCX, in your
call center sizing calculations:
call center sizing calculations:
•
At a minimum, plan on enough capacity to replace your existing system. The replacement system
should perform at least as well as the one it is replacing.
should perform at least as well as the one it is replacing.
•
After all of the Erlang (C and B) calculations are complete for the call center sizing, any changes in
queue times or agents will affect the total number of trunks and IVR ports required for an Unified
CCX solution.
queue times or agents will affect the total number of trunks and IVR ports required for an Unified
CCX solution.
•
As you increase the size of the agent pool, very small changes in the average queue time and
percentage of queued calls will affect the required number of gateway trunks and IVR ports.
percentage of queued calls will affect the required number of gateway trunks and IVR ports.
•
Even if you perform all of the calculations for a call center, there are still some variables that you
cannot plan for but that will affect the ports needed on an Unified CCX system. For example, one or
more agents could call in sick, and that would affect the port count and queue time for each call. Just
two agents calling in sick could increase the port count by over 12%. This would affect the price of
the system and, if not planned for, would affect the ability of the call center to meet caller
requirements. Properly sizing call center resources is integral to designing an effective Unified CCX
system.
cannot plan for but that will affect the ports needed on an Unified CCX system. For example, one or
more agents could call in sick, and that would affect the port count and queue time for each call. Just
two agents calling in sick could increase the port count by over 12%. This would affect the price of
the system and, if not planned for, would affect the ability of the call center to meet caller
requirements. Properly sizing call center resources is integral to designing an effective Unified CCX
system.
Note
Not all of the Unified CCX system limits are available at the same time.
If all of the call sizing information is available, the next step is to apply Unified CCX sizing limits to the
call center requirements. For this step, use the Cisco Unified Contact Center Express Configuration and
Ordering Tool, available online at
call center requirements. For this step, use the Cisco Unified Contact Center Express Configuration and
Ordering Tool, available online at
Planning Resource Requirements for Call Center Sizing
To assist you with planning resource requirements, this section illustrates how to size an Unified CCX
Standard application with 25 agents.
Standard application with 25 agents.
Example of Sizing Unified CCX Standard Application with 25 Agents
This example is not intended to be a comprehensive contact center design example, but it illustrates how
changing metrics such as BHCA, AHT, and Service Levels can affect provisioning of agents.
changing metrics such as BHCA, AHT, and Service Levels can affect provisioning of agents.
The following information applies to this example of Unified CCX Standard with 25 agents:
Metric
Metric Value
Busy Hour Call Attempts (BHCA)
800 calls in 60-minute interval
Service level goal
90% of all calls handled within 15 seconds
Average handle time (AHT)
90 seconds:
•
Average talk time = 90 seconds
•
Wrap-up time = 0 seconds
Wait before Abandon
120 seconds
Grade of service (% blockage) for gateway ports
to the PSTN
to the PSTN
1% (0.01)