Cisco Cisco Agent Desktop 8.5 Referências técnicas
Guidelines for Sizing Deployments
May 2007
27
Desktop Monitoring
Desktop monitoring requires more bandwidth than does server monitoring (using a
VoIP Monitor Service). Please refer to the best practices document, Cisco Agent
Desktop Bandwidth Requirements, for more information.
VoIP Monitor Service). Please refer to the best practices document, Cisco Agent
Desktop Bandwidth Requirements, for more information.
Recording & Playback Service
The Recording & Playback Service stores recorded conversations and makes them
available to the Supervisor Record Viewer application.
available to the Supervisor Record Viewer application.
A co-resident Recording & Playback Service can support up to 32 simultaneous
recordings. A dedicated Recording & Playback Service can support up to 80
simultaneous recordings (this option is available in the Premium version only). The
capacity of the Recording & Playback Service is not dependent on the CODEC used.
recordings. A dedicated Recording & Playback Service can support up to 80
simultaneous recordings (this option is available in the Premium version only). The
capacity of the Recording & Playback Service is not dependent on the CODEC used.
Example
Assumptions:
Assumptions:
■
10-hour working day
■
20 calls per agent per hour (average handle time [AHT] 180 seconds: 120
seconds per call with a 60-second wrapup)
seconds per call with a 60-second wrapup)
■
8% of calls, or 16 call per agent per day, are recorded
■
service level of 90% of calls answered in 10 seconds
■
Agent:supervisor ratio is 10:1
Agent resources are calculated using an Erlang C computation.
Recording resources are calculated using the above assumptions and an Erlang B
computation, assuming 0.001 blockage. In the case of recording, there will not be
actual blockage, instead, an additional recording resource will be used.
computation, assuming 0.001 blockage. In the case of recording, there will not be
actual blockage, instead, an additional recording resource will be used.
A formula for simultaneous recording resources needed in the busy hour based on
percentage of calls monitored can be calculated as follows:
percentage of calls monitored can be calculated as follows:
(BHCC = busy hour call completion)
In a contact center with 1000 calls per hour and an 8% call recording rate, the
recording Erlang is:
recording Erlang is:
BHCC
hour
----------------
⎝
⎠
⎛
⎞
% Recorded
(
)
2 min
call
-------------
⎝
⎠
⎛
⎞
1 hour
60 min
----------------
⎝
⎠
⎛
⎞
×
×
×
req sim recording resources
=
BHCC
% Recorded
×
30
-----------------------------------------------------
required simultaneous recording resources
=
1000
0.08
×
30
-----------------------------
2.667
=