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 100
|
BEP 300
|
| Agents per system (90% of customers)
|
100
|
300
|
| Worst-case agents per system
|
100
|
300
|
| Agent utilization
|
80%
|
80%
|
| Call qualification time
|
60s
|
60s
|
| Queue time
|
120s
|
120s
|
| Talk time
|
180s
|
180s
|
| Calculated worst-case values
|
| Calls/Agent/Hour
|
16
|
16
|
| Concurrent active calls
|
100
|
300
|
| Peak CAPS (Call Arrivals per Second)
|
1
|
2
|
| Busy hour calls
|
1600
|
5000
|
| Calls per day
|
12,000
|
40,000
|
| Calls per month
|
264,000
|
880,000
|
| Additional assumptions
|
| Percentage of hold time
|
30%
|
30%
|
| Percentage of transferred calls
|
30%
|
30%
|
| Percentage of conference calls
|
10%
|
10%
|
| Percentage of monitored calls
|
5%
|
5%
|
| Average attached data size
|
512 bytes
|
512 bytes
|
| Attached data requests per call
|
5
|
5
|
| Retention period for historical data
|
13 months
|
13 months
|
| UCS data retention
|
3 months
|
3 months
|
| ICON data retention
|
7 days
|
7 days
|
Email input assumptions
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| Input Assumptions
|
100 Agent
|
300 Agent
|
| Agents per system (90% of customers)
|
25
|
75
|
| Worst-case agents per system
|
25
|
75
|
| Agent utilization
|
80%
|
80%
|
| Queue time
|
1-2 days
|
1-2 days
|
| Processing time
|
10m
|
10m
|
| Calculated worst-case values
|
| Emails/Agent/Hour
|
4
|
4
|
| Concurrent active emails being processed by an agent
|
25
|
75
|
| Peak EAPS (Email Arrivals per Second)
|
0.25
|
1
|
| Busy hour emails
|
300
|
1250
|
| Emails per day
|
3000
|
10,000
|
| Emails per month
|
66,000
|
220,000
|
| Additional assumptions
|
| Average email size
|
50 K
|
50 K
|
| Average attached data size
|
512 bytes
|
512 bytes
|
| Attached data requests per email
|
5
|
5
|
Chat input assumptions
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| Input Assumptions
|
100 Agent
|
300 Agent
|
| Agents per system (90% of customers)
|
25
|
75
|
| Worst-case agents per system
|
25
|
75
|
| Agent utilization
|
80%
|
80%
|
| Queue time
|
120s
|
120s
|
| Processing time
|
10m
|
10m
|
| Calculated worst-case values
|
| Chats/Agent/Hour
|
16
|
16
|
| Concurrent active chats being processed by an agent
|
4
|
4
|
| Peak chats per second
|
0.25
|
1
|
| Busy hour chats
|
400
|
1200
|
| Chats per day
|
6000
|
18,000
|
| Chats per month
|
66,000
|
220,000
|
Outbound input assumptions
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| Input Assumptions
|
100 Agent
|
300 Agent
|
| Agents per system (90% of customers)
|
20
|
60
|
| Outbound interactions per day
|
2400
|
8000
|
| Outbound voice peak IPS
|
3
|
9
|
| Inbound + outbound peak IPS
|
4
|
13
|
| Peak Outbound CPH per System
|
108
|
324
|
| Avg Talk Time (includes ACW)
|
20s
|
20s
|
| Outbound campaigns per system
|
5
|
10
|
| Records per Outbound calling list
|
10,000
|
20,000
|
| Bytes per Outbound calling record
|
600
|
600
|
| Outbound customer calls (% answered)
|
33%
|
33%
|
| Outbound customer calls (% busy)
|
33%
|
33%
|
| Outbound customer calls (% no answer)
|
33%
|
33%
|
