This document outlines sizing guidelines for deploying the Expertflow CX solution. The sizing is based on the number of concurrent conversations (voice and non-voice) handled at any given time.
📈 Sizing Methodology
The system load depends primarily on two factors:
|
Factor |
Description |
|
|---|---|---|
|
1 |
Number of Concurrent Conversations |
The total number of active voice and non-voice sessions. |
|
2 |
Conversations per Agent |
The maximum number of simultaneous interactions each agent can handle. |
The concurrent Conversations-per-Agent limit is configurable on Unified Admin.
To calculate the number of supported agents:
You can estimate the number of supported agents for voice/non-voice channels using the following formula:
Number of Agents = Concurrent Conversations / Maximum Conversation Per Agent
For example, if each agent can handle up to 3 concurrent conversation.
300 (Concurrent Conversations) / 3 = 100 Agents
For voice-only channels, each agent handles one call at a time. Therefore, the number of supported agents equals the number of concurrent voice conversations.