Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 8 Sizing Call Center Resources
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Figure 8-4 Call Treatment in IVR
After-Call Work Time (Wrap-up Time) Example
Sizing Call Center Agents, IVR Ports, and Gateways or Trunks (Inbound Call Center)
Using the previous example, we now add an average of 45 seconds of work time (wrap-up time) after
each call. We can then use the Unified CCE Resource Calculator to determine the number of agents
required to handle the same traffic load (see Figure 8-5).
After-call work time (wrap-up time) begins after the caller hangs up, so trunk and Unified IP IVR
resources are not impacted and should remain the same, assuming all other input remains the same.
Assuming the SLG and traffic load also remain the same, additional agents would be required only to
service the call load and to compensate for the time agents are in the wrap-up mode.
Cisco Unified Contact Center Enterprise 7.x SRND
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