Sizing Guidelines
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. @a 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 |
Autonomous Bot Integration Requirements
@ehtasham write questions here necessary to answer for estimated traffic chatbot traffic
Scripted Bot Integration
Back-office integration
Model Channel-Specific Workloads
Use traffic engineering models suitable for each channel:
Voice: Erlang-B and Erlang-C traffic models for calls and IVR ports.
Chat/SMS/Email: Concurrent engagement metrics and average handle times.
Calculate concurrent sessions, agents needed, and system resources required for each channel.
Resource Requirements
CPU, memory, bandwidth, and storage based on sizing KPIs.
Deployment Configuration | |
|---|---|
CX-Core-basic | For upto 10 concurrent agents for messaging channels (equivalent to 50 concurrent conversation) |
CX-Voice-basic | For upto 5 concurrent agents for voice |
CX-Voice-small | For upto 50 concurrent agents for voice |
CX-Core-small | For upto 100 concurrent agents for messaging channels (equivalent to 300 concurrent conversation) |
Document Sizing Formulas and Assumptions
Clearly state all inputs, traffic measurements, and calculations.
Provide tables and charts for quick reference of sizing at various load levels.
Include guidelines for adjustments based on architecture or deployment variations.