Cisco Unified Contact Center Enterprise Solution Reference ...

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Call Center Design Considerations 8-20 Cisco Unified Contact Center Enterprise 7.x SRND Chapter 8 Sizing Call Center Resources such as those shown in Table 8-1, available from web sites such as http://www.benchmarkportal.com. You can use those industry statistics in the absence of any specific data about your call center (no existing CDR records, historical reports, and so forth). Table 8-1 eBusiness Best Practices for All Industries, 2001 1 Inbound Call Center Statistics Average Best Practices 80% calls answered in? (seconds) 36.7 18.3 Average speed of answer (seconds) 34.6 21.2 Average talk time (minutes) 6.1 3.3 Average after-call work time (minutes) 6.6 2.8 Average calls abandoned 5.5% 3.7% Average time in queue (seconds) 45.3 28.1 Average number of calls closed on first contact 70.5% 86.8% Average TSR occupancy 75.1% 84.3% Average time before abandoning (seconds) 66.2 31.2 Average adherence to schedule 86.3% 87.9% Cost per call $9.90 $7.12 Inbound calls per 8-hour shift 69.0 73.9 Percentage attendance 86.8% 94.7% 1. Special Executive Summary; Principal Investigator, Dr. Jon Anton; Purdue University, Center for Customer-Driven Quality. Use the output of the Unified CCE Resource Calculator as input for other Cisco configuration and ordering tools that may require as input, among other factors, the number of IVR ports, number of agents, number of trunks, and the associated traffic load (BHCA). OL-8669-05
OL-8669-05 CHAPTER Sizing Unified CCE Components and Servers Cisco Unified Contact Center Enterprise 7.x SRND 9 Proper sizing of your Cisco Unified Contact Center Enterprise (Unified CCE) solution is important for optimum system performance and scalability. Sizing considerations include the number of agents the solution can support, the maximum busy hour call attempts (BHCA), and other variables that affect the number, type, and configuration of servers required to support the deployment. Regardless of the deployment model chosen, Unified CCE is based on a highly distributed architecture, and questions about capacity, performance, and scalability apply to each element within the solution as well as to the overall solution. This chapter presents best design practices focusing on scalability and capacity for Unified CCE deployments. The design considerations, best practices, and capacities presented in this chapter are derived primarily from testing and, in other cases, extrapolated test data. This information is intended to enable you to size and provision Unified CCE solutions appropriately. Sizing Considerations for Unified CCE This section discusses the following Unified CCE sizing considerations: Core Unified CCE Components, page 9-1 Operating Conditions, page 9-2 AW Distributor with an HDS and WebView Reporting, page 9-11 Additional Sizing Factors, page 9-12 Core Unified CCE Components When sizing Unified CCE deployments, Cisco Unified Communications components are a critical factor in capacity planning. Good design, including multiple Cisco Unified CallManagers and clusters, must be utilized to support significant call loads. For additional information on Cisco Unified CallManager capacity and sizing of Cisco Unified Communications components, refer to Sizing Cisco Unified CallManager 4.x and 5.x Servers, page 10-1, and to the latest version of the Cisco Unified Communications Solution Reference Network Design (SRND) guide available at www.cisco.com/go/srnd Additionally, because of varying agent and skill group capacities, proper sizing of the CTI OS and Cisco Agent Desktop servers should be considered together with the Cisco Unified Communications components. 9-1
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