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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 9 Sizing Call Center Resources
Cisco Unified CCE Resource Calculators
Average Speed of Answer (ASA)
The average speed of answer for all calls during the interval, including queued calls and calls answered
immediately.
immediately.
Average Call Duration
The total time in seconds that a call remained in the system. This value is the sum of the average talk
time, the average IVR delay (call treatment), and the average speed of answer.
time, the average IVR delay (call treatment), and the average speed of answer.
Agents Utilization
The percentage of agent time engaged in handling call traffic versus idle time. After-call work time is
not included in this calculation.
not included in this calculation.
Calls Exceeding Abandon Tolerance
The percentage (and number) of calls that will abandon their attempt during the interval, based on
expected Tolerance time specified in the input. If this output is zero, it means that all queued calls were
answered by an agent in less than the specified abandon time (longest queued call time is less than the
abandon time).
expected Tolerance time specified in the input. If this output is zero, it means that all queued calls were
answered by an agent in less than the specified abandon time (longest queued call time is less than the
abandon time).
PSTN Trunk Utilization
The occupancy rate of the PSTN trunks, calculated by dividing the offered load (Erlangs) by the number
of trunks.
of trunks.
Voice Trunks Required
The number of PSTN gateway trunks required during the busy interval, based on the number of calls
answered by the voice gateway and the average hold time of a trunk during the busy interval. This value
includes average time of call treatment in the IVR, queuing in the IVR (if no agents are available), and
agent talk time. This calculated number assumes all trunks are grouped in one large group to handle the
specified busy hour (or interval) calls. If several smaller trunk groups are used instead, then additional
trunks would be required, therefore smaller groups are less efficient.
answered by the voice gateway and the average hold time of a trunk during the busy interval. This value
includes average time of call treatment in the IVR, queuing in the IVR (if no agents are available), and
agent talk time. This calculated number assumes all trunks are grouped in one large group to handle the
specified busy hour (or interval) calls. If several smaller trunk groups are used instead, then additional
trunks would be required, therefore smaller groups are less efficient.
IVR Ports Required for Queuing
The number of IVR ports required to hold calls in queue while the caller waits for an agent to become
available. This value is based on an Erlang-B calculation using the number of queued calls and the
average queue time for those calls.
available. This value is based on an Erlang-B calculation using the number of queued calls and the
average queue time for those calls.
IVR Ports Required for Call Treatment
The number of IVR ports required for calls being treated in the IVR. This value is based on an Erlang-B
calculation using the number of calls answered and the average call treatment time (average IVR delay).
calculation using the number of calls answered and the average call treatment time (average IVR delay).
Total IVR Ports Requirement
The total number of IVR ports required if the system is configured with separate port groups for queuing
and treatment. Pooling the ports for treatment and queuing results in fewer ports for the same amount of
traffic than if the traffic is split between two separate IVR port pools or groups. However, Cisco
recommends that you configure the number of ports required for queuing in a separate group, with the
ability to overflow to other groups if available.
and treatment. Pooling the ports for treatment and queuing results in fewer ports for the same amount of
traffic than if the traffic is split between two separate IVR port pools or groups. However, Cisco
recommends that you configure the number of ports required for queuing in a separate group, with the
ability to overflow to other groups if available.
Submit
After entering data in all required input fields, click on the Submit button to compute the output values.