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Engineering ACD applications with report data

Issue 5.0 May 2005 107

Agent engineering/optimizing guidelines

The Average service time engineering tables on page 112 list the number of ACD agents

required to handle a given incoming call load. The top rows on each of these tables show

the possible delay times for a given incoming call load (calls per hour or busy hour calls),

and the Number of agents columns list the agents required to handle the incoming call

load so that 90 percent the incoming calls will be answered by the agents before the

specified delay has occurred.

Note:

Note: The entries in these tables are in busy-hour calls, which are the number of

calls received by the ACD during peak levels of caller activity.

To determine how many agents will be required to handle the incoming call load of an ACD

split:

1. Use the BCMS split report (list bcms split) to determine the average talk time

(the time an agent spends processing a call, or talking to a caller). The Average

service time engineering tables on page 112 contain data that describe 7, 15, 30, 45,

60, 90, 120, 180, 240, 300, and 600 second service times. Choose the appropriate

table for the average talk time of the ACD split.

Note:

Note: Within this document the term average talk time is equivalent to the term

average service time.

2. At the top of the table, choose the closest possible average speed of answer in

seconds. Average speed of answer is actually a delay time that is defined as the

elapsed time from when a call is routed to the ACD split until it is answered by an

agent. The delay criterion states that 90 percent of the incoming calls will be answered

by the agents before the specified delay has occurred.

3. If the calling volume, otherwise referred to as the busy-hour calls, is known, use the

number indicated on the report. Otherwise, you must estimate this number. The value

for busy-hour calls denotes the number of calls received by the ACD during peak

levels of caller activity. A typical busy-hour calling rate might be 120, 130, or 160 calls

per hour.

Is the tabular value of the independent variable that

immediately succeeds x

Is the tabular value of the dependent variable that

immediately precedes y

Is the tabular value of the dependent variable that

immediately succeeds y

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Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 107