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%
|
