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Sizing and performance assumptions

This page describes the sizing and performance assumptions for each of the Business Edition Premise routing applications.

Voice input assumptions

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 50 100 300
Peak CAPS (Call Arrivals per Second) 0.4 0.8 2.2
Busy hour calls 1 440 2 880 7 920
Calls per day 6 840 13 680 41 040
Calls per month 150 480 300 960 902 880
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

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 6m 6m 6m
Calculated worst-case values
Emails/Agent/Hour 10 10 10
Concurrent active emails being processed 12 25 75
Peak EAPS (Email Arrivals per Second) 0.2 0.4 1.25
Busy hour emails 720 1 440 4 500
Emails per day 1 512 3 420 10 260
Emails per month 33 264 75 240 225 720
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

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 8m 8m 8m
Calculated worst-case values
Chats/Agent/Hour 16 16 16
Concurrent active chats being processed by an agent 3 3 3
Peak chats per second 0.15 0.3 1
Busy hour chats 540 1 080 3 600
Chats per day 2 988 6 120 18 000
Chats per month 66 000 132 000 396 000

Outbound input assumptions

Input Assumptions 50 Agent 100 Agent 300 Agent
Agents per system (90% of customers) 10 20 60
Outbound voice percentage of total interactions 20% 20% 20%
Worst case agents per system 10 20 60
Agent utilization 80% 80% 80%
Talk time 180s 180s 180s
Calculated worst-case values
Outbound interactions per day 1 368 2 736 8 208
Outbound voice peak IPS 0.4 0.8 2.2
Inbound + outbound peak IPS 0.8 1.6 4.4
Peak Outbound CPH per System 160 320 960
Avg Talk Time (includes ACW) 20s 20s 20s
Outbound campaigns per system 5 5 10
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%

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This page was last modified on July 11, 2016, at 08:16.