132-S-715.1 · Question #67
A company has requested a new Interaction Center 7.0 and has agreed to provide data from similar contact centers to support the new center's design. What information do you need to size a solution?…
The correct answer is A. peak hour traffic D. number of concurrent agents. See the full explanation below for the reasoning.
Question
A company has requested a new Interaction Center 7.0 and has agreed to provide data from similar contact centers to support the new center's design. What information do you need to size a solution? (Choose two.)
Options
- Apeak hour traffic
- Bsupervisor/agent ratio
- Cnumber of agent shifts
- Dnumber of concurrent agents
How the community answered
(25 responses)- A76% (19)
- B8% (2)
- C16% (4)
Community Discussion
6
Njoroge O.Apr 14, 2026A and D are correct. When you are sizing an IC 7.0 deployment you are ultimately doing Erlang-style capacity math, and that math requires two things above all else: how many calls are hitting the system at the worst moment of the day, which is your peak hour traffic, and how many agents are handling those calls simultaneously, which is your concurrent agent count. Peak hour traffic drives your trunk group sizing and your queue depth, and concurrent agents drives your licensing, your server resource allocation, and your CTI link capacity. Supervisor-to-agent ratio and shift count are workforce management concerns, and while your WFM team will care about them deeply, they do not change the system's resource requirements at the infrastructure layer, a system serving 200 concurrent agents on one shift needs exactly the same hardware as one serving 200 concurrent agents spread across three shifts.
Anjali D.Apr 17, 2026Solid breakdown, and worth adding that average handle time feeds directly into both of those figures since it determines how long each call holds a trunk and an agent license simultaneously.
Lena V.Apr 4, 2026Sizing always comes down to what's hitting the system hardest at once, so peak hour traffic (A) tells you the load ceiling and concurrent agents (D) tells you how many sessions the system has to support simultaneously. I second-guessed myself on this one and almost circled B thinking supervisor ratios mattered for licensing, but the question is about infrastructure sizing, not workforce management, so snap back to the two things that drive server capacity.
Anjali D.Mar 21, 2026Our group spent a good chunk of time on this one and I keep coming back to B and A as the pair. Peak hour traffic is a no-brainer because you cannot size infrastructure without knowing the demand spike you are engineering for, that one feels locked. But I am pretty convinced supervisor/agent ratio belongs in the answer too, because that ratio directly determines total seat count and license capacity you need to provision for the center, and without it your headcount assumptions are incomplete. If you build for agents only and ignore supervisory positions, you are undersizing the system from day one. I know some folks in the group are leaning toward D instead of B, arguing concurrent agents already captures capacity, but I think that misses how supervisors consume system resources differently and still need to be accounted for in the design model. Anyone else want to weigh in on whether D edges out B here?
Lena V.Mar 21, 2026Anjali, the correct pair is A and D. Concurrent agents active during peak hours is the right capacity driver because that number directly maps to the simultaneous connections, licenses, and compute the system must handle at once, while supervisor/agent ratio is a staffing design input that does not translate directly into a technical sizing requirement the way concurrency does.
Tomasz V.Apr 8, 2026Peak hour traffic (Erlangs or CCS, not just call count) and concurrent agents drive trunk and resource sizing, not shift count or supervisor ratio.