Active Avaya Workspaces agents (including supervisors logged in as active agents)

4500

Of this, 2000 can be digital agents.

2000

1000

100

Configured channels per Agent

4 (1 voice + 3 digital)

Active Avaya Workspaces users including supervisors and agents (Supervisors not logged in as active agents)

4950

2200

1100

110

Configured users (agents and supervisors)

14850

6600

3300

330

Configured agents

13500

6000

3000

300

Configured supervisors

1350

600

300

30

Active supervisors using Avaya Workspaces

450

200

100

10

Active voice agents

4500

2000

1000

100

Configured Social agents

300

300

300

100

Active Social agents

300

300

300

30

Configured Outbound agents

500

300

300

10

Active Outbound agents

500

300

300

10

Concurrent Avaya Workspaces instances per agent

1

1

1

1

Concurrent Avaya Workspaces instances per supervisor

1

1

1

1

Voice Busy Hour Call Completion (BHCC) - Self Service

45000

30000

30000

3000

Voice BHCC) - Assisted Service

45000

20000

10000

1000

BHCC - Outbound

10000

6000

6000

200

Chat/Email/SMS interactions per hour

15000

15000

6000

600

Chat interactions per hour

Assumes no other multimedia channel is active.

15000

15000

6000

600

Messaging interactions per hour

Assumes no other multimedia channel is active.

15000

15000

6000

600

Emails per hour

Assumes no other multimedia channel is active.

15000

15000

6000

600

SMS per hour

Assumes no other multimedia channel is active.

15000

15000

6000

600

Social per hour

Assumes no other multimedia channel is active.

15000

15000

6000

600

Generic Channel per hour

Assumes no other multimedia channel is active.

15000

15000

6000

600

Concurrent Web Voice sessions***

1000

1000

1000

100

Concurrent Web Video sessions***

500

500

500

50

Ad-hoc Email per agent

1

1

1

1

Deferred Email interactions

10000

6000

3000

500

Deferred Emails per agent

20

20

20

20

Observe Chat per agent

3

3

3

3

Co-Browse sessions per node

200

200

200

20

Concurrent Chat sessions

2200

2200

1100

110

Concurrent Chat sessions per customer

10

10

10

10

Total Services supported

5000

5000

5000

1000

Services supported per agent

2000

2000

2000

1000

Attributes per Service

10

Channel + 9 attributes

10

Channel + 9 attributes

10

Channel + 9 attributes

10

Channel + 9 attributes

Attributes per agent*

500

500

500

500

Queued contacts across all channels

25000

25000

10000

1000

Queued Voice contacts

8000

8000

4000

400

Queued Chat contacts

2000

2000

1000

100

Queued Messaging contacts

4500

4500

2250

225

Queued Email contacts**

25000

25000

10000

1000

Queued Social contacts

5000

5000

2500

250

Queued SMS contacts

2200

2200

1100

110

Queued Generic Channel contacts

10000

10000

3000

200

Avaya WebRTC Connect agents

1000

1000

1000

100

Concurrent Chatbot sessions with two Chatbot servers

900

900

900

150

Number of Communication Managers

One of the following:

• 1 CM/CCElite Simplex

• 1 CM/CCElite Duplex

• 1 CM/CCElite Simplex or Duplex with associated ESS

Transfer to Service operations

2000

Engagement Designer Workflow Instances (WFIs) per cluster

25000

25000

10000

1000

Engagement Designer Workflow Definitions (WFDs) per cluster

200

Contacts allowed on the OCP database

7 million

Digital contacts per customer

700

Public real-time views an administrator can create and view

60

Private real-time views a supervisor can create and view

60

Public dashboards an administrator can create

10

Private dashboards a supervisor can create

10

Notes:

* The total number of attributes is 50 times the maximum number of configured users. For example, in a 2000-agent deployment, the maximum number of configured users is 6600. Therefore, you can configure a total of 6600*50 attributes.

**Queued emails - Emails that arrive at the contact center but are not yet closed. These include active emails that agents are currently processing, emails in deferred state, and emails that are awaiting agent’s availability.

*** To calculate the maximum supported sessions for a mixed Web Voice and Web Video environment, 1 Web Video session is equivalent to 2 Web Voice sessions.

For example, a large profile system can support one of the following:

• maximum 1000 Web Voice

• maximum 500 Web Video

• maximum 500 Web Voice and 250 Web Video

Ensure that your solution is engineered correctly to support the required WebRTC session counts.