This sizing guide is for estimated capacity planning based on communication volume per channel, interaction concurrency, required agent capacity, and technical infrastructure needs.
Sizing for Voice
This is still a rough draft. @User please review and update parameters necessary for accurate sizing of voice traffic for both inbound and outbound.
For accurate sizing of the voice channel for both inbound and outbound calls, several key parameters must be carefully considered to ensure sufficient capacity, performance, and quality of service.
Estimated Voice Channel Volume
|
Parameter |
Description |
|---|---|
|
Call Arrival Rate |
Number of calls arriving (inbound) per unit time (e.g., per hour). |
|
Peak Call Volume |
Highest expected call volume during peak periods |
|
Average Handle Time (AHT) |
Average duration of handling a call, including talk time and after-call work. |
|
Service Level Targets |
Desired call answer rate within a target time (e.g., 80% calls answered within 20 seconds). |
|
Number of Agents |
Total agents available to handle voice calls, including skill levels and availability. |
|
Call Concurrency |
Number of simultaneous live voice calls handled by the system. |
|
Trunk/Port Requirements |
Number of telephony channels needed for simultaneous calls to avoid blocking or queuing. |
Estimated Chat Volume
Following are the key sizing parameters to identify system prerequisites for chat channels such as Facebook DM, WhatsApp, WebChat, and SMS.
|
Parameters |
Description |
|---|---|
|
Agent Capacity |
Number of expected simultaneous chat sessions an agent can handle (1-5) |
|
Chat Messages |
Number of expected chat messages per day |
|
Average Handle Time (AHT) |
Average time an agent spends handling one chat session, including typing and response delay. |
|
Peak Traffic |
Maximum expected concurrent chats during peak hours. |
|
Message Frequency |
Average number and length of messages exchanged per session, influencing server load and bandwidth. |
|
Integration Overhead |
Bot integration with CRM or other backend systems for chat handling |