Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Desenho
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 9 Sizing Call Center Resources
Call Center Resources and the Call Timeline
Call Center Resources and the Call Timeline
The focus of this chapter is on sizing the following main resources in a call center:
•
Agents
•
Gateway ports (PSTN trunks)
•
Unified IP IVR ports.
It is helpful first to understand the anatomy of an inbound call center call as it relates to the various
resources used and the holding time for each resource.
resources used and the holding time for each resource.
shows the main resources used and the
occupancy (hold/handle time) for each of these resources.
Figure 9-1
Inbound Call Timeline
Ring delay time (network ring) should be included if calls are not answered immediately. This delay
could be a few seconds on average, and it should be added to the trunk average handle time.
could be a few seconds on average, and it should be added to the trunk average handle time.
Ring delay time (network ring) should be included if calls are not answered immediately. This delay
could be a few seconds on average, and it should be added to the trunk average handle time.
could be a few seconds on average, and it should be added to the trunk average handle time.
There are various tools and resources available for sizing the entire Unified CCE system. Using your
contact center traffic data and service level requirements as input to the Unified CCE Resource
Calculator, the calculator can generate output that you can feed into other tools for sizing the following
Unified CCE system components and resources:
contact center traffic data and service level requirements as input to the Unified CCE Resource
Calculator, the calculator can generate output that you can feed into other tools for sizing the following
Unified CCE system components and resources:
•
Agents
Size the following components to support the number of agents needed for your Unified CCE
system:
system:
–
Unified CCE servers — See
–
Cisco Unified Communications Manager (Unified CM) clusters — Use the Cisco Unified
Communications Manager Capacity Tool, available only to Cisco employees and partners at:
Communications Manager Capacity Tool, available only to Cisco employees and partners at:
•
IVR ports
Size the following components to support the number of IVR ports needed for your Unified CCE
system:
system:
–
Unified CCE servers — See
–
Cisco Unified Communications Manager (Unified CM) clusters — Use the Cisco Unified
Communications Manager Capacity Tool, available only to Cisco employees and partners at:
Communications Manager Capacity Tool, available only to Cisco employees and partners at:
126044
Ring
Treatment/Queue Delay
Agent Talk Time
Wrap-up Time
Network
IVR
Answers
Agent
Answers
Agent
Hangs-up
Agent
Ready
Time Trunk is Occupied
Time IVR is Occupied
Time Agent is Occupied
http://www.cisco.com/cgi-bin/CT/PGWCT/ct.cgi