We are in the process of designing a call flow for a new CCX 11.6.2 HA Premium cluster, and need to confirm the maximum number of agents that can be assigned to a CSQ.
In this application, we may have up to 200+ agents servicing one CSQ with one Skill. We can't find a specific mention of this in the 11.6.2 Design Guide (reference page 142, Table 34: Reference Capacities for Inbound Deployment).
Has anyone implemented a similar setup - a large quantity of agents and a single CSQ? Any issues with server resources?
Reason for the design: We are consolidating calls to remote sites into a single contact center.
HA/two-server config, VM's build for the max of 400 agents.
That's all this CCX will do... inbound calls for this application. In the future they may add email or chat, but we will address those if and when they occur.
Other notes of interest.. Calls will be identified by unique Trigger and Application. Each Application will reference the same Script, with Parameters exposed on the App to customize the name presented to Finesse, prompts, and other site-specific info.
BHCC is still TBD. There are no existing call statistics to engineer from. Hopefully they won't exceed server capacity.
Thanks in advance for comments.
Maximum Agents per team is 50. It appears you can add the CSQ to multiple teams. I would assume as long as you stay below the 400 active agent limit that you can assign up to 8 teams to the same csq for 400 agents.
Yes, thanks, that's the way we interpret it as well and plan to create multiple teams. But since it's not specifically documented I'm hoping someone has had a similar deployment and can provide perspective.
Our upgrade to UCCX 11 has been a disaster, Cisco has broken the product and since our config ran fine in 10 we did not expect it. CPU Spikes to 110% daily looses livedata for all agents and supervisors.. They are building some patch just for us to keep it from crashing. We are planning to put in the patch then likely find another product that matches our business not the other way around.. Sad to see many other having same new constraint problems now.
Number of Agent Team members limit
In the Design Guide of UCCE 11.5 we found the limit of 50 Agent team members.
In older versions of Design Guides I didn't found this explicit limit
(there is a Note with the limit only). After upgrade we run into the issue
that we have some teams with more agents in one team configured, but not
concurrent logged in (three shifts with 20-30 agents per shift -> 70-80 configured agents).
All configuration limits can be found in the Solution Design Guide chapter called Sizing and Operating Conditions for Reference Designs. As David stated, the limit in this version is 250 for both objects.
Here is a link: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/design/guide/uccx_b_ccx-solution-design-guide-1162/uccx_b_ccx-solution-design-guide-1162_chapter_01001.html