Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide

Many variables in the Unified CCE configuration and deployment options can affect the hardware 
requirements and capacities. This section describes the major sizing variables and how they affect the 
capacity of the various Unified CCE components. In addition, 

 summarizes the sizing 

variables and their effects.

The number of calls attempted during a busy hour is an important metric. As BHCA increases, there is 
an increase in the load on all Unified CCE components, most notably on Unified CM, Unified IP IVR, 
and the Unified CM PG. The capacity numbers for agents assume up to 30 calls per hour per agent. If a 
deployment requires more than 30 calls per hour per agent, it will decrease the maximum number of 
supported agents for the agent PG and should be handled on a case-by-case basis.

The number of agents is another important metric that will impact the performance of most Unified CCE 
server components, including Unified CM clusters. For the impact of agents on the performance of 
Unified CM components, see 

.

The number of skill groups per agent (which is independent of the total number of skills per system) has 
significant effects on the CTI OS Server, the Agent PG, and the Unified ICM Router and Logger. Cisco 
recommends that you limit the number of skill groups per agent to 5 or fewer, when possible, and that 
you periodically remove unused skill groups so that they do not affect system performance. You can also 
manage the effects on the CTI OS server by increasing the value for the frequency of statistical updates. 

 shows examples of how the number of skill groups per agent can affect the capacity of the 

Unified CCE system. The numbers in 

 are based on the information listed in the section on 

.

 

1.

Maximum of 20 skill groups per agent. (including the default skill) for all releases prior to Unified CCE 7.2(x). Starting with Unified CCE release 7.2(x), 
the maximum number of skill groups per agent has increased to 50. This limit is applicable to all Unified CCE deployment models, including child-parent 
architecture.

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5

1,000

750

1,500

1,125

2,000

1,500

10

910

690

1,375

1,030

1,765

1,320

15

810

615

1,255

945

1,600

1,200

20

700

525

1,130

850

1,490

1,115