Help allocating IVR Ports

[Chicken0]

Hi everyone,

I hope you're all staying safe amid this pandemic.

We're a contact center with about 7 agents that gets about 3000-4000 calls a day but during some seasons, we've had over 25+ customers calling at once.

We have 50 IVR ports
43 Messaging 5020
4 UpiQ 5020
3 Outbound 5020(for callbacks I assume)

I think UpiQ ports are used to tell a customer what their position is in a queue and leave a message for us to call them back (according to the subroutine).


I don't know how long customers spend on the UpiQ ports to know if I need to add more of them. What do you guys think?

Thanks in advance!