Design Guide

20
1 2 3
4 5 6
7 8 9
*
8 #
5.4.5 Calculating Quality Management Contact Storage Capacity
In addition to the normal disk storage for the operating system, SQL database and MR server
software, MR deployments must also plan for storage space for the recorded contacts. The total
amount of storage required is based upon the cumulative time and types of recording to be stored
on the system. Calculate the cumulative storage requirements using these formulas:
Recorded minutes/day = average call time * # calls/day * # of users
Recorded minutes in MR = Rec minutes/day * work days/user/month * months to save
Voice Storage = Recorded minutes * 0.12 MBytes/min
Screen Storage = Recorded minutes * 1.2 MBytes/min
Note: The screen storage rate represents the average recording rate over thousands of contacts.
The rate for individual contacts may vary with the amount of screen activity.
5.4.6 Quality Management Contact Storage Example
Average call time = 330 seconds or 5.5 minutes
# calls/day = 40
# of users = 60
Recorded minutes /day = 5.5 minutes * 40 calls * 60 users = 13,200 minutes
Average work days/user/month = 21 (full time, 5 days per week)
Months to save = 2 (Saving for 60 days through quality evaluation & review cycle)
ACD