Cisco Cisco Unified Contact Center Enterprise 8.5(1) Prospecto

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.

You can add a maximum of 10 supervisors per team.

You can add a maximum of 50 agents per team.

A Unified CCE 7.x system can support a maximum of 50 agents per supervisor with assumptions below. 
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 = Weighted Average of Number of Skill Groups per Agents.  For example, If total of 10 agents 
have the following skill group distribution: 9 have 1 skill group and 1 agent has 12 Skill Groups.  
The number of skills per agent ('Y') will be, Y =  90% * 1 + 10% * 12  = 2.1 

(Note: The number of configured statistics in CTI OS server is 17.)

Z = Calls per hour per agent.

38

3,850

888

1300

1000

5

39

3,702

855

1300

1000

5

40

3,554

821

1300

1000

5

41

3,406

787

1300

1000

5

42

3,258

754

1300

1000

5

43

3,109

720

1300

1000

5

44

2,961

686

1300

1000

5

45

2,813

652

1300

1000

5

46

2,665

619

1300

1000

5

47

2,517

585

1300

1000

5

48

2,368

551

1300

1000

5

49

2,220

518

1300

1000

5

50

2,072

484

1300

1000

5