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Concurrency Call Rate Estimation

Article ID: 40
Last updated: 13 Feb, 2021

The concurrency rate refers to the number of simulation calls at any given time. This rate can vary based on the type of business operation you conduct. For example if you run a high call-volume support centre answering customers enquiries it has a much higher concurrency rate as if you were to run a regular back office environment where staff make or receive a call every now and then.

In this article we help you on how to estimate your call concurrency rate in order for you to check if you meet the bandwidth requirements.

ORENcloud offer three main packages.

  1. Cloud Office/BigValue: Used for -regular- Office telephony activities.
  2. GOLD Call Centre: Used primarily for Inbound activities, such as customer support, bookings, etc
  3. PLATINUM Call Centre: User primarily for Outbound actives, such as telesales, marketing, etc.

Each of these will have a different call concurrency rate.

Cloud Office / BigValue:
For regular Office activities a good estimate will be to calculate a 15% call concurrency on the total number of users you have. For example1: If you have a Cloud Office subscription of 10 users 15% of these 10 will be on the line at any given time. Thus your call concurrency rate is 1.5 (10 / 15% = 1.5), for ease of calculation we round it up to 2. Or example2: If you have a BigValue Custer package with 90 users the call concurrently all be 13.5 (90 / 15% = 13.5) and for ease of calculation we round it up to 14.

GOLD Call Centre:
For GOLD (Inbound) call centres a good estimation will be to calculate the total amount of channels available over all Agents. As each agent comes with 2 channels (the agent can be on the phone with one customer while another is waiting in the queue to be served) hence the call rate will be 2. For example: if you have a GOLD subscription with 10 Agents the total amount of channel is 20 (2 * 10 agents) thus your call concurrency rate is 20.

PLATINUM Call Centre:
For PLATINUM (Outbound) call centres a good estimation will be to calculate a 1.5 ratio on the total number of Agents. For example: if you have a PLATINUM subscription of 10 Agents the total amount of channels is 15 (1.5 * 10 agents) thus your call concurrency rate is 15

Please note down your call concurrency rate if you want to calculate your optimum bandwidth requirements via our Bandwidth Calculator and Speed-test

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Article ID: 40
Last updated: 13 Feb, 2021
Revision: 3
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