Руководство По Проектированию для Cisco Cisco Customer Response Solution Downloads

All of the metrics in 

 are basic call sizing metrics. Once this information is obtained, the 

number of gateway trunk ports, IVR ports, and agents can be calculated using the IPCC Resource 
Calculator available at:

 http://tools.cisco.com/partner/ipccal/index.htm.

The IPCC Resource Calculator uses Erlang C for sizing agents, and Erlang B for sizing IVR ports. The 
output of this sizing process will provide you with the total number of Gateway trunk ports, IVR ports 
and total number of agents to size the IPCC Express system properly.

See 

 for an overview of the IP call center sizing process, and see the section on 

, for detailed sizing information for both IVR 

ports and IPCC Express agents.

If the system being designed is a replacement for an existing IPCC Express or IP IVR system, you might 
not need all of the information listed above. You might be able to use the current agents, call flow, and 
historical reporting information from the existing system to size the new system (assuming there are no 
changes in the application, load, call flow routing, or service level desired).

In addition, call sizing design considerations may vary if the call center is more self-service oriented.

Average handle time (AHT)

Average duration (talk time) of a call plus after-call work time, 
which is the wrap-up time after the caller hangs up.

Average IVR port usage time

The total time for prompt playout and/or menu navigation (if any) 
in the IPCC Express script.

Service level goal for agents

Percentage of calls answered by agents within a specific number of 
seconds.

Busy Hour Call Attempts 
(BHCA)

Average number of calls received in a busy hour.

Grade of service (% blockage) 
for gateway ports to the PSTN

Percentage of calls that get a busy tone (no gateway trunks 
available) out of the total BHCA.