Avaya Basic Call Management System (BCMS) Bedienungsanleitung PDF herunterladen (Seite 106)

Using reports for ACD planning

106 BCMS Operations

Engineering ACD applications with report data

When engineering and/or optimizing an ACD, use the Average service time engineering

tables on page 112 and ACD trunk engineering table on page 137 to determine how many

agents and trunks will be required to handle a given number of incoming calls. Each split

should be designed individually for the number of agents and trunks required, subject to

any pertinent system limitations. You should anticipate any planned future growth, but do

not exceed the maximum values of the ACD parameters supported by the BCMS feature.

This section includes the following topics:

● About interpolation on page 106

● Agent engineering/optimizing guidelines on page 107

● Average service time engineering tables on page 112

● Trunk Engineering Guidelines on page 135

About interpolation

Interpolation is a method of estimating tabular values of a function between two known

values of that function. When determining the number of agents required and the number

of trunks required for a given ACD, you may find that the expected number of call arrivals

or the carried load lies somewhere between two entries in the tables. Therefore, the

number of agents or trunks required will also lie somewhere between the two entries.

If this is the case, the number of agents required or number of trunks needed can be found

by interpolation. Use the following equation to interpolate between tabular values:

where:

x Is the independent variable calls per hour

y Is the dependent or functional variable agents or trunks

needed

Is the tabular value of the independent variable that

immediately precedes x

= y

+ (y

− y

)

− x

−

_ _______

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Avaya Basic Call Management System (BCMS) Bedienungsanleitung Seite 106