Sizing and Impact of Concurrent Chats

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Deployment Models - Sizing Basics

The SRND uses a concept of "Standardized Agent" for sizing deployments. All deployment models "for up to xx Concurrent Agents" are referring to Concurrent Standardized Agents.

All sizing numbers in the SRND assume that each agent will handle no more than:

  • 12 email messages per hour
  • 1 concurrent chat session.

For example, in the following deployment model, there can be a maximum of 80 agents logged in concurrently, each handling 12 emails/hour and 1 concurrent chat session.

SRND80.png


More than 1 Concurrent Chat Per Agent

Most customers want their agents to be able to handle more than 1 concurrent chat session. Going from 1 to 2 concurrent chats essentially halves the maximum number of concurrent agents the system can support. Each chat session is just another agent session from a sizing perspective.

The SRND uses the following calculation for "Standardized Agents" when sizing for chat sessions:

Standardized Chat agent count = Actual agent count * Average number of concurrent chat sessions handled by each agent

Applying this logic to the above deployment model for up to 80 Concurrent Agents

  • If each agent is configured to handle 2 concurrent chat sessions, then the maximum number of concurrent agents goes down to 40.
  • If each agent is configured to handle 3 concurrent chat sessions, then the maximum number of concurrent agents goes down to 26.
  • If each agent is configured to handle 4 concurrent chat sessions, then the maximum number of concurrent agents goes down to 20.
  • If each agent is configured to handle 5 concurrent chat sessions, then the maximum number of concurrent agents goes down to 16.

As you can see, this can quickly cause major issues in a deployment. If a customer is not aware of this and has 80 actual agents handling 3 concurrent chats, stability problems are bound to happen.

More than 12 Emails Per Hour Per Agent

Most customers have less of an issue with Email sizing than chat, but it is still something to consider when calculating "Standardized Agents." If each agent handle more than 12 emails per hour (on average), the following calculation should be used in calculating number of agents supported by a deployment model.

Standardized Email agent count = Actual agent count * Average number of messages handled per hour by each agent / 12

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