CX Sizing Methodology

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:

CODE

Number of Agents = Concurrent Conversations / Maximum Conversation Per Agent

For example, if each agent can handle up to 3 concurrent conversation.

CODE

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.