Busy Hour Call Attempts (BHCA)

Hi I’m Conviner, your call center assistant. Have you bookmarked me yet? I can come in handy. (*Wink Wink*)

BHCA tracks peak call attempts in a contact center’s busiest hour, vital for sizing agents and trunks.

What Is Busy Hour Call Attempts (BHCA)?

Busy Hour Call Attempts (BHCA) refers to the total number of call attempts made during the busiest one-hour period in a contact center. This metric helps assess the maximum call traffic the system must handle, including successful and unsuccessful call attempts.

BHCA is critical for forecasting staffing needs, designing infrastructure, and ensuring system capacity meets peak demand without delays or call drops.

For example, a contact center with a BHCA of 100,000 must ensure it has enough agents, lines, and processing power to manage that volume efficiently. Accurate BHCA measurement enables better planning, helps avoid congestion, and ensures a seamless customer experience during high-traffic periods.

There you go! Let’s meet again soon.

Optimize for peak hours—track your BHCA today.