Cisco Cisco Customer Response Solution Downloads Design Guide

CAD agents are able to login and logoff their agents, change their agent state, handle calls, and send 
reporting information to the base servers. The bandwidth requirements for these activities are fairly 
small but can add up when many agents are considered.

 displays the average bandwidth requirements for different numbers of agents. This information 

is derived from bandwidth testing and extrapolation of bandwidth data. Since there are many variables 
that can affect bandwidth, a configuration that resulted in higher bandwidth usage was chosen to provide 
near worst-case scenarios. If the agent's WAN link meets or exceeds the bandwidth requirements shown 
in this table, Cisco Agent Desktop will be able to run without delays in message passing.

The configuration parameters that affect bandwidth and apply to Tables 6-7 and 6-8 are shown below.

Number of skills per agent: 10

Number of agents per team: 20

Number of teams: 50

Number of agent state changes per agent per hour: 10 (This does not count state changes due to 
handling calls)

Calls per agent per hour: 60

Team Performance Messages per team per hour: 8

Chat messages sent/received per hour: 20

Average chat message size (in bytes): 40

Number of calls recorded per hour: 10

Cisco Agent Desktop

Login/Logoff
Agent state changes
Call control
Call status Information
Desktop Monitoring/Recording
Chat messages
Team Performance messages
Report generation
Real-time data refresh

Cisco Supervisor Desktop

Login/Logoff
Agent state updates
Call status updates
Report generation
Silent Monitoring
Call Recording
Call Playback
Chat messages
Team Performance messages
Real-time data refresh

Cisco Desktop Administrator

Configuration information retrieval and storage
Configuration data refresh