Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Desenho

The call center examples in this section illustrate how to use the Unified CCE Resource Calculator in 
various scenarios, along with the impact on required resources for inbound call centers. The first 
example in this section is a basic call flow, where all incoming calls to the call center are presented to 
the voice gateway from the PSTN. Calls are routed directly to an agent, if available; otherwise, calls are 
queued until an agent becomes available.

This example forms the basis for all subsequent examples in this chapter. After a brief explanation of the 
output results highlighting the three resources (agents, IVT ports, and PSTN trunks) in this basic 
example, subsequent examples build upon it by adding different scenarios, such as call treatment and 
agent wrap-up time, to demonstrate how the various resources are impacted by different call scenarios.

This basic example uses the following input data:

Total BHCA (60-minute interval) into the call center from the PSTN to the voice gateway = 2,000.

Desired service level goal (SLG) of 90% of calls answered within 30 seconds.

Average call talk time (agent talk time) = 150 seconds (2 minutes and 30 seconds).

No after-call work time (agent wrap-up time = 0 seconds).

No call treatment (prompt and collect) is implemented initially. All calls will be routed to available 
agents or will be queued until an agent becomes available.

Wait time before caller hangs up (tolerance) = 150 seconds (2 minutes and 30 seconds).

Desired grade of service (percent blockage) for the PSTN trunks on the voice gateway = 1%.

After entering the above data in the input fields, pressing the Submit button at the bottom of the 
calculator results in the output shown in