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Cisco Unified CCE Resource Calculators 8-8 Figure 8-2 Cisco Unified CCE Resource Calculator Cisco Unified Contact Center Enterprise 7.x SRND Chapter 8 Sizing Call Center Resources Standard Unified CCE Resource Calculator Input Fields (What You Must Provide) When using the Cisco Standard Unified CCE Resource Calculator, you must provide the following input data: Project Identification A description to identify the project or customer name and the specific scenario for this calculation. It helps to distinguish the different scenarios run (exported and saved) for a project or a customer proposal. Calls Per Interval (BHCA) The number of calls attempted during the busiest interval, or busy hour call attempts (BHCA). You can choose the interval to be 60 minutes (busy hour), 30 minutes (half-hour interval), or 15 minutes. This choice of interval length allows the flexibility to calculate staffing requirements more accurately for the busiest periods within one hour, if desired. It can also be used to calculate staffing requirements for any interval of the day (non-busy hour staffing). OL-8669-05
Chapter 8 Sizing Call Center Resources OL-8669-05 Cisco Unified CCE Resource Calculators Service Level Goal (SLG) The percentage of calls to be answered within a specified number of seconds (for example, 90% within 30 seconds). Average Call Talk Time The average number of seconds a caller will be on-line after an agent answers the call. This value includes time talking and time placed on hold by the agent, until the call is terminated. It does not include time spent in the IVR for call treatment or time in queue. Average After-Call Work Time The average agent wrap-up time in seconds after the caller hangs up. This entry assumes that agents are available to answer calls when they are not in wrap-up mode. If seated agents enter into another mode (other than the wrap-up mode) where they are unavailable to answer calls, then this additional time should be included (averaged for all calls) in the after-call work time. Average Call Treatment Time (IVR) The average time in seconds a call spends in the IVR before an attempt is made to send the call to an agent. This time includes greetings and announcements as well as time to collect and enter digits (known as prompt and collect, or IVR menuing) to route the call to an agent. It does not include queuing time if no agents are available. (This queuing time is calculated in the output section of the calculator.) The call treatment time should not include calls arriving at the IVR for self-service with no intention to route them to agents. Self-service IVR applications should be sized separately using an Erlang-B calculator. Wait Before Abandon (Tolerance) This field is the amount of time in seconds that a contact center manager expects callers to wait in queue (tolerance) for an agent to become available before they abandon the queue (hang up). This value has no effect on any of the output fields except the abandon rate (number of calls abandoned). Blockage % (PSTN Trunks) This field is also known as Grade of Service, or the percentage of calls that will receive busy tone (no trunks available on the gateway) during the busy hour or interval. For example, 1% blockage means that 99% of all calls attempted from the PSTN during the interval will have a trunk port available on the gateway to reach the IVR or an agent. Check to Manually Enter Agents After checking this box, the user may manually enter the number of agents. If the number of agents entered is too far from the calculated (recommended) number, the calculator will show an error message. The error will appear any time the number of calls queued reaches 0% or 100%. Standard Unified CCE Resource Calculator Output Fields (What You Want to Calculate) The Standard Unified CCE Resource Calculator calculates the following output values based on your input data: Recommended Agents The number of seated agents (calculated using Erlang-C) required to staff the call center during the busy hour or busy interval. Cisco Unified Contact Center Enterprise 7.x SRND 8-9
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security 7-5 sizing call center res
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