You can pull the nEntered value from the DB from linegroups for an interval (both inbound and outbound or one or the other depending on you interest). If your intervals are 30 minutes, then the number of calls you get divided by 1,800 (30*60) will give you average calls per second. If your intervals are set to 15 minutes, then you would divide by 900. Peak will exceed average, but average should be sufficient for general administration visibility.
If there is risk of CPS exceeding system limits, then cps limits should be managed with carrier or SBC upstream from PureConnect.
There are also ways to load balance calls across multiple PureConnect servers performing IVR functionality. If the IVR containment is good, then the smaller cps of calls that transfer to agents could be directed from two or more "IVR" servers to a single "ACD" pair where your agents are logged in. This is a little complicated as you have to pass meta data between the PureConnect servers.
PureConnect supports inbound call rate of up to 20 cps will 100% of calls recorded. That is enough for most usage, but there are architectures as I described that can scale horizontally as much as you want.
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Drew Drew Bisson
Chief Architect
Genesys - Employees
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Original Message:
Sent: 11-09-2020 11:55
From: Barry Farrington
Subject: Deriving Calls per Second
Hi - I'm looking to see if there is some means to derive calls per second coming into the platform at any one given time. I'm not seeing any data point in the system statistics view in ICBM, where I would logically expect to see something like that.
Any assistance that can be provided would greatly be appreciated.
Thanks!
#PlatformAdministration
#Reporting/Analytics
#SystemAdministration
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Barry Farrington
PureConnect Cloud Administrator
FedPoint
fedpointusa.com
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