Cisco Unified Contact Center Enterprise Solution Reference ...

More documents

Recommendations

Info

Agent Staffing Considerations 8-18 Figure 8-7 Pure IVR (No Agents) Outbound Calling Campaign Example Agent Staffing Considerations Cisco Unified Contact Center Enterprise 7.x SRND Chapter 8 Sizing Call Center Resources In calculating agent requirements, make the following adjustments to factor in all the activities and situations that make agents unproductive or unavailable: Agent Shrinkage Agent shrinkage is a result of any time for which agents are being paid but are not available to handle calls, including activities such as breaks, meetings, training, off-phone work, unplanned absence, non-adherence to schedules, and general unproductive time. Agent Shrinkage Percentage This factor will vary and should be calculated for each call center. In most call centers, it ranges from 20% to 35%. Agents Required This number is based on Erlang-C results for a specific call load (BHCA) and service level. OL-8669-05
Chapter 8 Sizing Call Center Resources OL-8669-05 Call Center Design Considerations Agents Staffed To calculate this factor, divide the number of agents required from Erlang-C by the productive agent percentage (or 1 minus the shrinkage percentage). For example, if 100 agents are required from Erlang-C and the shrinkage is 25%, then 100/.75 yields a staffing requirement of 134 agents. Call Center Design Considerations Consider the following design factors when sizing call center resources: Compute resources required for the various busy intervals (busy hours), such as seasonal busy hours and average daily busy hour. Many businesses compute the average of the 10 busiest hours of the year (excluding seasonal busy hours) as the busy-hour staffing. Retail business call centers will add temporary staff based on seasonal demands such as holiday seasons. Run multiple interval calculations to understand daily staff requirements. Every business has a different call load throughout the day or the week, and agents must be staffed accordingly (using different shifts or staffing levels). Customer Relationship Management (CRM) and historical reporting data help to fine-tune your provisioning computations to maintain or improve service levels. When sizing IVR ports and PSTN trunks, it is better to over-provision than to under-provision. The cost of trimming excess capacity (disconnecting PSTN lines) is much cheaper than lost revenue, bad service, or legal risks. Some governmental agencies are required to meet minimum service levels, and outsourced call centers might have to meet specific service level agreements. If the call center receives different incoming call loads on multiple trunk groups, additional trunks would be required to carry the same load using one large trunk group. You can use the Erlang-B calculator to size the number of trunks required, following the same methodology as in the Call Treatment Example, page 8-14. Sizing of required trunks must be done for each type of trunk group. Consider marketing campaigns that have commercials asking people to call now, which can cause call loads to peak during a short period of time. The Erlang traffic models are not designed for such short peaks (bunched-up calls); however, a good approximation would be to use a shorter busy interval, such as 15 minutes instead of 60 minutes, and to input the expected call load during the busiest 15 minutes to compute required agents and resources. Using our Basic Call Center Example, page 8-12, a load of 2000 calls in 60 minutes (busy interval) requires 90 agents and 103 trunks. We would get exactly the same results if we used an interval of 15 minutes with 500 calls (¼ of the call load). However, if 600 of the calls arrive during a 15-minute interval and the balance of the calls (1400) arrive during the rest of the hour, then 106 agents and 123 trunks would be required instead to answer all 600 calls within the same service level goal. In a sales call center, the potential to capture additional sales and revenue could justify the cost of the additional agents, especially if the marketing campaign commercials are staggered throughout the hour, the day, and the various time zones. Consider agent absenteeism, which can cause service levels to go down, thus requiring additional trunks and Unified IP IVR queuing ports because more calls will be waiting in queue longer and fewer calls will be answered immediately. Adjust agent staffing based on the agent shrinkage factor (adherence to schedules and staffing factors, as explained in Agent Staffing Considerations, page 8-18). Allow for growth, unforeseen events, and load fluctuations. Increase trunk and IVR capacity to accommodate the impact of these events (real life) compared to Erlang model assumptions. (Assumptions might not match reality.) If the required input is not available, make assumptions for the missing input, run three scenarios (low, medium, and high), and choose the best output result based on risk tolerance and impact to the business (sales, support, internal help desk, industry, business environment, and so forth). Some trade industries publish call center metrics and statistics, Cisco Unified Contact Center Enterprise 7.x SRND 8-19
Page 1 and 2:
Cisco Unified Contact Center Enterp
Page 3 and 4:
OL-8669-05 Preface xv New or Change
Page 5 and 6:
CHAPTER 2 Deployment Models 2-1 OL-
Page 7 and 8:
OL-8669-05 Cisco Unified Contact Ce
Page 9 and 10:
CHAPTER 5 Cisco Unified Outbound Di
Page 11 and 12:
OL-8669-05 Endpoint Security 7-20 A
Page 13 and 14:
G LOSSARY I NDEX OL-8669-05 Cisco U
Page 15 and 16:
OL-8669-05 Preface This document pr
Page 17 and 18:
Preface Product Documentation DVD O
Page 19 and 20:
Preface Cisco Technical Support & D
Page 21 and 22:
Preface OL-8669-05 Obtaining Additi
Page 23 and 24:
OL-8669-05 Architecture Overview CH
Page 25 and 26:
Chapter 1 Architecture Overview OL-
Page 27 and 28:
Page 29 and 30:
Chapter 1 Architecture Overview ICM
Page 31 and 32:
Chapter 1 Architecture Overview Fig
Page 33 and 34:
Chapter 1 Architecture Overview Cis
Page 35 and 36:
Page 37 and 38:
Chapter 1 Architecture Overview Adm
Page 39 and 40:
Chapter 1 Architecture Overview Mul
Page 41 and 42:
Chapter 1 Architecture Overview Cis
Page 43 and 44:
Chapter 1 Architecture Overview Lab
Page 45 and 46:
Chapter 1 Architecture Overview Fig
Page 47 and 48:
Page 49 and 50:
Page 51 and 52:
Chapter 1 Architecture Overview Con
Page 53 and 54:
Chapter 1 Architecture Overview Non
Page 55 and 56:
OL-8669-05 Deployment Models CHAPTE
Page 57 and 58:
Chapter 2 Deployment Models Unified
Page 59 and 60:
Chapter 2 Deployment Models Parent/
Page 61 and 62:
Chapter 2 Deployment Models OL-8669
Page 63 and 64:
Page 65 and 66:
Chapter 2 Deployment Models IPT: Ce
Page 67 and 68:
Page 69 and 70:
Page 71 and 72:
Page 73 and 74:
Chapter 2 Deployment Models Treatme
Page 75 and 76:
Chapter 2 Deployment Models Alterna
Page 77 and 78:
Page 79 and 80:
Chapter 2 Deployment Models IVR: Tr
Page 81 and 82:
Page 83 and 84:
Page 85 and 86:
Page 87 and 88:
Page 89 and 90:
Chapter 2 Deployment Models Connect
Page 91 and 92:
Page 93 and 94:
Chapter 2 Deployment Models Traditi
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
Chapter 2 Deployment Models Using I
Page 101 and 102:
Page 103 and 104:
OL-8669-05 CHAPTER Design Considera
Page 105 and 106:
Chapter 3 Design Considerations for
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130:
Page 131 and 132:
Page 133 and 134:
Page 135 and 136:
Page 137 and 138:
Page 139 and 140:
Page 141 and 142:
Page 143 and 144:
Page 145 and 146:
Page 147 and 148:
Page 149 and 150:
Page 151 and 152:
Page 153 and 154:
OL-8669-05 CHAPTER Unified Contact
Page 155 and 156:
Chapter 4 Unified Contact Center En
Page 157 and 158:
Page 159 and 160:
Page 161 and 162:
Page 163 and 164:
Page 165 and 166:
Page 167 and 168:
Page 169 and 170:
Page 171 and 172:
Page 173 and 174:
Page 175 and 176:
Page 177 and 178:
Page 179 and 180:
Page 181 and 182:
OL-8669-05 Cisco Unified Outbound D
Page 183 and 184:
Chapter 5 Cisco Unified Outbound Di
Page 185 and 186:
Page 187 and 188:
Page 189 and 190:
Page 191 and 192:
Page 193 and 194:
OL-8669-05 Cisco Unified Mobile Age
Page 195 and 196: Chapter 6 Cisco Unified Mobile Agen
Page 207 and 208: OL-8669-05 Securing Unified CCE CHA
Page 209 and 210: Chapter 7 Securing Unified CCE Secu
Page 211 and 212: Chapter 7 Securing Unified CCE OL-8
Page 213 and 214: Chapter 7 Securing Unified CCE Netw
Page 215 and 216: Chapter 7 Securing Unified CCE Netw
Page 219 and 220: Chapter 7 Securing Unified CCE IPSe
Page 223 and 224: Chapter 7 Securing Unified CCE Intr
Page 229 and 230: OL-8669-05 Sizing Call Center Resou
Page 231 and 232: Chapter 8 Sizing Call Center Resour
Page 245: Chapter 8 Sizing Call Center Resour
Page 249 and 250: OL-8669-05 CHAPTER Sizing Unified C
Page 251 and 252: Chapter 9 Sizing Unified CCE Compon
Page 267 and 268: OL-8669-05 CHAPTER Cisco Unified Co
Page 269 and 270: Chapter 10 Sizing Cisco Unified Cal
Page 279 and 280: OL-8669-05 CHAPTER Cisco Unified Co
Page 281 and 282: Chapter 11 Bandwidth Provisioning a
Page 297 and 298:
Chapter 11 Bandwidth Provisioning a
Page 299 and 300:
Page 301 and 302:
Page 303 and 304:
Page 305 and 306:
Page 307 and 308:
Page 309 and 310:
Page 311 and 312:
Page 313 and 314:
Numerics 3DES Triple Data Encryptio
Page 315 and 316:
DiffServ Differentiated Services DM
Page 317 and 318:
MDF Main distribution frame MDS Mes
Page 319 and 320:
SRND Solution Reference Network Des
Page 321 and 322:
Symbols .NET CIL API 4-14 Numerics
Page 323 and 324:
security 7-5 sizing call center res
Page 325 and 326:
CTI Desktop Toolkit 4-4, 4-5, 4-12
Page 327 and 328:
H H.323 3-15 hardening of phones 7-
Page 329 and 330:
modes for outbound dialer 5-3 MoH 6
Page 331 and 332:
public network 11-3, 11-7, 11-10, 1
Page 333 and 334:
Peripheral Gateway (PG) 9-15 Periph
Page 335:
website for technical support and d
show all

Cisco Unified Contact Center Enterprise Solution Reference ...

Create successful ePaper yourself

Delete template?

Save as template?