Sizing and performance assumptions
This page describes the sizing and performance assumptions for each of the Business Edition Premise routing applications.
Voice input assumptions
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| Input Assumptions
|
BEP 50
|
BEP 100
|
BEP 300
|
| Agents per system (90% of customers)
|
50
|
100
|
300
|
| Worst-case agents per system
|
50
|
100
|
300
|
| Agent utilization
|
80%
|
80%
|
80%
|
| Call qualification time
|
60s
|
60s
|
60s
|
| Queue time
|
120s
|
120s
|
120s
|
| Talk time
|
180s
|
180s
|
180s
|
| Calculated worst-case values
|
| Calls/Agent/Hour
|
16
|
16
|
16
|
| Concurrent active calls
|
100
|
100
|
300
|
| Peak CAPS (Call Arrivals per Second)
|
0.4
|
0.8
|
2.2
|
| Busy hour calls
|
1440
|
2880
|
7920
|
| Calls per day
|
6,667
|
13,334
|
40,000
|
| Calls per month
|
146,674
|
293,348
|
880,000
|
| Additional assumptions
|
| Percentage of hold time
|
30%
|
30%
|
30%
|
| Percentage of transferred calls
|
30%
|
30%
|
30%
|
| Percentage of conference calls
|
10%
|
10%
|
10%
|
| Percentage of monitored calls
|
5%
|
5%
|
5%
|
| Average attached data size
|
512 bytes
|
512 bytes
|
512 bytes
|
| Attached data requests per call
|
5
|
5
|
5
|
| Retention period for historical data
|
13 months
|
13 months
|
13 months
|
| UCS data retention
|
3 months
|
3 months
|
3 months
|
| ICON data retention
|
7 days
|
7 days
|
7 days
|
Email input assumptions
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| Input Assumptions
|
50 Agent
|
100 Agent
|
300 Agent
|
| Agents per system (90% of customers)
|
12
|
25
|
75
|
| Worst-case agents per system
|
12
|
25
|
75
|
| Agent utilization
|
80%
|
80%
|
80%
|
| Queue time
|
1-2 days
|
1-2 days
|
1-2 days
|
| Processing time
|
10m
|
10m
|
10m
|
| Calculated worst-case values
|
| Emails/Agent/Hour
|
4
|
4
|
4
|
| Concurrent active emails being processed by an agent
|
12
|
25
|
75
|
| Peak EAPS (Email Arrivals per Second)
|
0.2
|
0.4
|
1.25
|
| Busy hour emails
|
720
|
1440
|
4500
|
| Emails per day
|
1667
|
3334
|
10,000
|
| Emails per month
|
36,674
|
73,348
|
220,000
|
| Additional assumptions
|
| Average email size
|
50 K
|
50 K
|
50 K
|
| Average attached data size
|
512 bytes
|
512 bytes
|
512 bytes
|
| Attached data requests per email
|
5
|
5
|
5
|
Chat input assumptions
[+] More Information
| Input Assumptions
|
50 Agent
|
100 Agent
|
300 Agent
|
| Agents per system (90% of customers)
|
12
|
25
|
75
|
| Worst-case agents per system
|
12
|
25
|
75
|
| Agent utilization
|
80%
|
80%
|
80%
|
| Queue time
|
120s
|
120s
|
120s
|
| Processing time
|
10m
|
10m
|
10m
|
| Calculated worst-case values
|
| Chats/Agent/Hour
|
16
|
16
|
16
|
| Concurrent active chats being processed by an agent
|
4
|
4
|
4
|
| Peak chats per second
|
0.15
|
0.3
|
1
|
| Busy hour chats
|
540
|
1080
|
3600
|
| Chats per day
|
3,000
|
6,000
|
18,000
|
| Chats per month
|
66,000
|
132,200
|
396,000
|
Outbound input assumptions
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| Input Assumptions
|
50 Agent
|
100 Agent
|
300 Agent
|
| Agents per system (90% of customers)
|
20
|
40
|
60
|
| Outbound interactions per day
|
1334
|
2667
|
8000
|
| Outbound voice peak IPS
|
1.5
|
3
|
9
|
| Inbound + outbound peak IPS
|
2
|
3.8
|
11.2
|
| Peak Outbound CPH per System
|
54
|
108
|
324
|
| Avg Talk Time (includes ACW)
|
20s
|
20s
|
20s
|
| Outbound campaigns per system
|
5
|
5
|
10
|
| Records per Outbound calling list
|
4,000
|
8,000
|
24,000
|
| Bytes per Outbound calling record
|
600
|
600
|
600
|
| Outbound customer calls (% answered)
|
33%
|
33%
|
33%
|
| Outbound customer calls (% busy)
|
33%
|
33%
|
33%
|
| Outbound customer calls (% no answer)
|
33%
|
33%
|
33%
|
