The customer to contact ratio in Avaya Oceana® must not exceed a ratio of 1:700 (or 1 customer record per 700 contacts). To avoid exceeding the ratio, whenever possible, each contact must generate a new customer record. Email manager creates a new customer record automatically when a unique from address is found. The ratio allows sufficient scope for multiple threads of conversation with a single customer (where agent and customer exchange a number of email messages).

Contacts in Avaya Oceana® are generated from a variety of sources:

• standard email messages

• Web chat

• SMS

• Social

• Generic

• Messaging

When a contact is generated in Avaya Oceana®, a customer record is created to capture details of the sender and capture the details of the service request. You must ensure that each new sender is unique where possible to ensure correct threading of contacts and efficient system operation.

It is critical that you do not define a single sender (for example, an email mailbox) for all contacts. This leads to an unsustainable ratio of customers to contacts in the database.

If business practice includes using a mailbox (for example, a do-not-reply mailbox), to send multiple contacts into Avaya Oceana® you must use the Oceana Data Management Tool archive facility to ensure the contact-customer ratio is kept within the supported limits. Reducing the customer to contact ratio ensures logical threading of customer messages on Avaya Workspaces and also ensures efficient system operation.

This consideration applies to all types of contacts. Web chat requests must also create unique customer records rather than converging all requests on a single customer record.