Agent utilization for Cruise Control, ECR, Preview, and Predictive Campaigns
The test was performed to find out the agent utilization and service level achieved for the Cruise Control, ECR, Preview, and Predictive algorithm. During the test, the customer hit rate used as 60% call answer with agent count changed from 100 to 1000. The agent utilization and service level were measured for the entire test run and graphs were plotted. For 1000 agents, 200 campaigns (ECR - 20, Cruise Control - 20, Preview - 60, Progressive - 60, Voice Notification - 10, Email - 15, and SMS - 15) were used. For 10 agents, 10 ECR campaigns were used. The POM Server and database for 1000 agents were configured on VMWare ESXI.
|
Hit Rate
|
Agent Utilization
|
Actual Service Level
|
Agent
|
Number of Jobs
|
Desired Service Level
|
Total Nuisance Calls
|
Total Dialed Calls per Hour
|
|
Avg
|
Min
|
Max
|
Avg
|
Min
|
Max
|
|
|
|
|
|
|
60%
|
87
|
15
|
97
|
100
|
100
|
100
|
100
|
10
|
99.99
|
380
|
17000
|
|
60%
|
85
|
14
|
97
|
100
|
100
|
100
|
500
|
160
|
99.99
|
950
|
80000
|
|
60%
|
86
|
20
|
98
|
100
|
100
|
100
|
1000
|
160
|
99.99
|
1800
|
150000
|
