Cisco Cisco IP Contact Center Release 4.6.1 プリント
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 9 Sizing Call Center Resources
Call Center Basic Traffic Terminology
In addition to the terms listed in this section, the section on the
, defines the specific terms used for the input and output of the Unified CCE Resource
Calculator, the Cisco call center sizing tool.
Also, for more details on various call center terms and concepts discussed in this document, refer to the
Unified CCE product documentation available online at
Unified CCE product documentation available online at
Busy Hour or Busy Interval
A busy interval could be one hour or less (such as 30 minutes or 15 minutes, if sizing is desired for such
smaller intervals). The busy interval occurs when the most traffic is offered during this period of the day.
The busy hour or interval varies over days, weeks, and months. There are weekly busy hours and
seasonal busy hours. There is one busiest hour in the year. Common practice is to design for the average
busy hour (the average of the 10 busiest hours in one year). This average is not always applied, however,
when staffing is required to accommodate a marketing campaign or a seasonal busy hour such as an
annual holiday peak. In a call center, staffing for the maximum number of agent is determined using peak
periods, but staffing requirements for the rest of the day are calculated separately for each period
(usually every hour) for proper scheduling of agents to answer calls versus scheduling agents for offline
activities such as training or coaching. For trunks or IVR ports, in most cases it is not practical to add or
remove trunks or ports daily, so these resources are sized for the peak periods. In some retail
environments, additional trunks could be added during the peak season and disconnected afterwards.
smaller intervals). The busy interval occurs when the most traffic is offered during this period of the day.
The busy hour or interval varies over days, weeks, and months. There are weekly busy hours and
seasonal busy hours. There is one busiest hour in the year. Common practice is to design for the average
busy hour (the average of the 10 busiest hours in one year). This average is not always applied, however,
when staffing is required to accommodate a marketing campaign or a seasonal busy hour such as an
annual holiday peak. In a call center, staffing for the maximum number of agent is determined using peak
periods, but staffing requirements for the rest of the day are calculated separately for each period
(usually every hour) for proper scheduling of agents to answer calls versus scheduling agents for offline
activities such as training or coaching. For trunks or IVR ports, in most cases it is not practical to add or
remove trunks or ports daily, so these resources are sized for the peak periods. In some retail
environments, additional trunks could be added during the peak season and disconnected afterwards.
Busy Hour/Interval Call Attempts (BHCA)
The BHCA is the total number of calls during the peak traffic hour (or interval) that are attempted or
received in the call center. For the sake of simplicity, we assume that all calls offered to the voice
gateway are received and serviced by the call center resources (agents and Unified IP IVR ports). Calls
normally originate from the PSTN, although calls to a call center can also be generated internally, such
as by a help-desk application.
received in the call center. For the sake of simplicity, we assume that all calls offered to the voice
gateway are received and serviced by the call center resources (agents and Unified IP IVR ports). Calls
normally originate from the PSTN, although calls to a call center can also be generated internally, such
as by a help-desk application.
Calls Per Second as reported by Call Router (CPS)
These are the number of call routing requests received by the UCCE Call Router per second. Every call
will generate one call routing request in a simple call flow where the call comes in from an ingress
gateway, receives some VRU treatment and is then sent to an Agent; however, there are conditions under
which a single call will need more than one routing request to be made to the UCCE Call Router in order
to finally get to the right agent.
will generate one call routing request in a simple call flow where the call comes in from an ingress
gateway, receives some VRU treatment and is then sent to an Agent; however, there are conditions under
which a single call will need more than one routing request to be made to the UCCE Call Router in order
to finally get to the right agent.
An example of this is when the first agent who receives the call wants to transfer/conference to another
agent by using a post route. This will generate an additional routing request resulting in the same call
generating two routing requests to the UCCE Call Router. A routing request is made to the UCCE Call
Router whenever a resource is required for a call/task. These requests also include multimedia requests
for Email, Chat, Blended Collaboration, Callback and certain Outbound Calls. Call center administrators
should take into account these additional call routing requests when they size their contact center.
agent by using a post route. This will generate an additional routing request resulting in the same call
generating two routing requests to the UCCE Call Router. A routing request is made to the UCCE Call
Router whenever a resource is required for a call/task. These requests also include multimedia requests
for Email, Chat, Blended Collaboration, Callback and certain Outbound Calls. Call center administrators
should take into account these additional call routing requests when they size their contact center.
The maximum supported call rate is the call rate reported by the UCCE Call Router and not the BHCA
at the ingress gateway. These additional routing requests need to be factored into the calculation of
BHCA at the ingress gateway. In general the BHCA at the ingress gateway will be lower than or equal
to the corresponding CPS rate reported by the UCCE Call Router.
at the ingress gateway. These additional routing requests need to be factored into the calculation of
BHCA at the ingress gateway. In general the BHCA at the ingress gateway will be lower than or equal
to the corresponding CPS rate reported by the UCCE Call Router.
For example, consider the following situation. If the BHCA at the ingress gateway is 36,000, then the
call rate at the ingress gateway is 10 CPS. Assuming 10% of the calls on average generate two routing
requests, the CPS reported by Call Router will be equal to 11 CPS. In this case, the UCCE platform
would need a capacity of 11 CPS.
call rate at the ingress gateway is 10 CPS. Assuming 10% of the calls on average generate two routing
requests, the CPS reported by Call Router will be equal to 11 CPS. In this case, the UCCE platform
would need a capacity of 11 CPS.