Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Unified CVP Sizing

To effectively size a contact center, an engineer must first consider all calls, their types, and states they currently operate in. These considerations must also be performed with the worst case or busiest hour in mind. In other words, consider the busiest hour of operation for a contact center. What would the call volume look like, and how would it be distributed between different call states? Furthermore, how do these call states impact or use native and non-native components? Begin by examining the call states to get a feel for what the call state refers to. Following are three basic call states that are a good start that represent most calls that should be considered for sizing:

• Self-service: Defines calls executing ...