Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD Service Information
28
May 2007
Using an Erlang B calculator with 0.001 blocking, this contact center requires no more
than 10 simultaneous recording resources.
than 10 simultaneous recording resources.
The following table summarizes the number of agents and simultaneous recording
resources required for BHCC values from 1,000–20,000 with an 8% call recording
rate.
resources required for BHCC values from 1,000–20,000 with an 8% call recording
rate.
Table 2.
BHCC
No. Agents
No.
Supervisors
Supervisors
Simultaneous Recording
Resources Required
Resources Required
1,000
59
6
10
2,000
112
11
14
4,000
215
22
22
6,000
317
32
30
8,000
419
42
37
10,000
520
52
43
12,000
621
62
50
14,000
722
72
56
16,000
822
82
63
18,000
923
92
69
20,000
1,023
102
75