Cisco Cisco Unified Contact Center Enterprise 10.0(1) Design Guide

The number of supervisors and team members can also be a factor impacting the CTI OS Server 
performance. Cisco recommends that you distribute your agents and supervisors across multiple teams 
and have each supervisor monitor only a small number of agents.

Supervisors can monitor only agents within their own team, all of whom must be configured on 
the same peripheral.

The maximum number of supervisors per team is 10.

A Unified CCE 7.x system can support a maximum of 50 agents per supervisor. If a particular 
environment requires more than 50 agents per supervisor, then you should use the following formula to 
ensure that there will be no impact to the CTI OS Server and Supervisor desktop. The most important 
factor in this calculation is the number of updates per second.

X = (Y 

 (N + 1) / R) + ((Z  N  A) / 3600), rounded up to the next integer

Where:

X = Number of updates per second received by the CTI OS Supervisor desktop.

Y = Number of skill groups per agent. (Note: The number of configured statistics in CTI OS 
server is 17.)

Z = Calls per hour per agent.

A = Number of agent states. (Varies based on call flow; average = 10.)

N = Number of agents per supervisor.

R = The skill group refresh rate configured on the CTI OS Server. (Default = 10 seconds.)

(Y 

 (N + 1) / R) = Number of updates per second, based on skill groups.

(Z 

 N  A) / 3600 = Number of updates per second, based on calls.

The CTI OS Supervisor desktop is not impacted as long as there are fewer than 31 updates per second. 
This threshold value is derived by using the above formula to calculate the update rate for 50 agents per 
supervisor (N = 50), as follows:

X = (5 

 (50 + 1) / 10) + ((30  50  10) / 3600) = 25.5 + 5 = 31 updates per second

The maximum number of agents per supervisor must not exceed 200 for any given configuration.

A CTI OS Monitor Mode application can impact the performance of the CTI OS Server. CTI OS supports 
only two such applications per server pair. Depending on the filter specified, the impact on the CPU 
utilization might degrade the performance of the Agent PG.

Each silently monitored call adds more processing for the PG as well as Unified CM. Each silently 
monitored call is equivalent to two unmonitored calls to an agent. Make sure that the percentage of the 
monitored calls is within the capabilities of PG scalability.