CPD ports per Agent

[PFCCWA]

Hello,

We are trying to determine the number of ports needed for an outbound dialler operation.
As standard I have seen 1-1 link between agent and port however this will surely affect productivity as not all dials will result in an answer.
If for example we have 100 dedicated outbound agents and hit ratio is 25%, then would the number of cpd ports be recommended at 500?  However I recognise not every port will be in use constantly as factors such as available agents, dial mode and optimization method can affect this.
I think it might be safe for 100 cpd ports to dial for 100 agents, but will just be slow to start things off in a day.

thanks,

[cavagnaro]

Agents x 1.5 is a good value based on predictive

[Dionysis]

I think that should be the other way around Cav.
1 port : 1.5 agents

Even that's conservative IMHO.

You don't use the port while the agent is on the phone, and you only need them while getting new calls for agents.  So the way to calculate is using the number of agents ready for a call at any one time (estimated), and the hit rate.

Genesys have a calculator you can use for this (or at least they used to), I've rarely been involved with a call centre that has less than 2 agents : 1 port and have never seen any of them run out of ports unless there is some underlying problem.

For the start of each day, unless you're running very aggressive hot start parameters (not recommended), the OCS will dial in progressive mode until it has completed 50 calls.  By completed I mean that the call is 100% over, eg. agent has saved a result and gone back into ready mode.  By the time predictive mode starts, quite a large number of your agents will be on calls already and your port usage will remain quite low.

[cavagnaro]

Yeah, but imagine 10 agents, then only 5 calls being made?? I see incredible slowness on dialing and agents with call. It is normal for me for example, customer increases agents and forgets to add ports for dialer...
Unless we are talking about only detection, which case, my rule is 80% of dialers only

[Fra]

The port to agent ratio doesn't depend only on the hit ratio:
- ASM vs Transfer mode
- progressive vs predictive
- AHT
- average ready / not ready time
- overdial rate
etc

Indeed, Genesys does still have a calculator (different than the previous one) which help you determine the number of ports needed.
Just for your reference, for 100 agents, overdial at 2.9%, AHT 210 second, hit ratio 25% and other standard settings it gives 209 CPD ports in ASM mode.

Fra

[cavagnaro]

Well ASM is the worst on resources needed but secure one for delivering call.
Again, answer will depend on many things as dialer port may not be the same as detection port.
I can have 1000 dialing ports and VAD being done by sangoma, where would be a fraction of those 1000 ports dialing...
So...PFCC again you need to read more and study couple of things, will depend on your scenario and HW/SW available

[Fra]

[quote author=cavagnaro link=topic=8579.msg37813#msg37813 date=1414747049]
Well ASM is the worst on resources needed but secure one for delivering call.
[/quote]
Pretty much the default route in countries where regulations are strict, Cav.

[quote author=cavagnaro link=topic=8579.msg37813#msg37813 date=1414747049]
Again, answer will depend on many things as dialer port may not be the same as detection port.
I can have 1000 dialing ports and VAD being done by sangoma, where would be a fraction of those 1000 ports dialing...
[/quote]
uh?  regardless of whether CPD Server carries out VAD/CPD, it does engage one port for each dial attempt..

Fra

[cavagnaro]

Nope  , Sangoma for example will work ONLY (configuration) when voice is there, connect event on PSTN. So you can have 1000 ports dialing but not all of them will have inmediate answer, when port is ringing Sangoma won't care. So you have much less ports to buy doing the VAD/CPD perse.
Of course, you can configure to do the analysis also in the PreConnect, but some countries doesn't need that like here.

Also, he releases the vad port as soon as his work is done, doesn't wait for release events or anything else.

[genesysguru]

With Sangoma you should be aware that it still stays in the SIP signalling path for the duration of the call but is not using up CPA resources or port licenses once the classification is complete. You get a 603 Decline back from it when you have run out of licenses which can be a bit confusing since 603 is also using when a Customer disconnects (abandons) during CPA. This by default is mapped to Dropped rather than Abandoned in OCS but you can override this with a SIP mapping of sip-603=21 if you want.

Regards

[cavagnaro]

Interesting...so far didn't have that scenario but great to know!
Thanks!