Breadcrumbs

Sizing Guidelines (not-public)

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