Cisco Unified Contact Center Enterprise Solution Reference ...

Summary
Summary
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 9 Sizing Unified CCE Components and Servers
Proper sizing of Unified CCE components requires analysis beyond the number of agents and busy hour
call attempts. Configurations with multiple skill groups per agent, significant call queuing, and other
factors contribute to the total capacity of any individual component. Careful planning and discovery in
the pre-sales process should uncover critical sizing variables, and these considerations should be applied
to the final design and hardware selection.
Correct sizing and design can ensure stable deployments for large systems up to 6,000 agents and
180,000 BHCA. For smaller deployments, cost savings can be achieved with careful planning and
co-resident Unified ICM components (for example, Progger, Rogger, and Agent PG).
Additionally, designers should pay careful attention to the sizing variables that will impact sizing
capacities such as skill groups per agent. While it is often difficult to determine these variables in the
pre-sales phase, it is critical to consider them during the initial design, especially when deploying
co-resident PGs and Proggers. While new versions will scale far higher, the Cisco Agent Desktop
Monitor Server is still limited in the number of simultaneous sessions that can be monitored by a single
server when monitoring and recording are required.
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