Refer to the exhibit. Which includes three inbound call flows with their respective average handle times. The deployment includes Cisco Unified Contact Center Enterprise, Cisco Unified Customer…

Question

Exhibit

Options

• A290.0 seconds
• B259.5 seconds
• C146.9 seconds
• D117.5 seconds

• A
  3% (1)
• B
  6% (2)
• C
  76% (25)
• D
  15% (5)

Explanation

Option C (146.9 seconds) is the weighted average handle time across all three call flows, calculated by factoring in both the AHT and the call volume of each flow. In Cisco UCCE recording port sizing, you must use the weighted average - not a simple average - because flows with higher call volumes have a proportionally greater impact on port occupancy, and this figure feeds directly into the Erlang traffic model used to determine required ports.

Why the distractors are wrong:

• A (290.0 seconds): This is the highest individual AHT from a single call flow; using it would grossly over-provision recording ports and waste resources.
• B (259.5 seconds): This is the simple (unweighted) arithmetic average of the three AHTs, which ignores call volume distribution and produces an inflated, inaccurate result.
• D (117.5 seconds): This is the lowest individual AHT; using it would under-provision ports, causing recording failures during busy periods.

Memory tip: Think "weighted, not naked" - always weight the AHTs by their call volumes before sizing ports. If the answer choices include a value lower than a simple average, that's your signal it's the volume-weighted result, which is what Cisco's sizing tools (like UCCE's capacity planner) require.

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