Omni CC FUP| Chat and Ticketing | M1

overview this document comprises fup(fair usage policy) numbers of chat and ticketing (4 13x release) maintaining these numbers in the product will result in more reliable experience customer and support team needs to ensure that all parameters are within defined limits if these numbers are breached, product may experience lag in various operations category parameter fup units users maximum number of users in a queue 200 count users maximum number of users that can be created 650 count tickets number of tickets in new / open / pending state across all campaigns 2 lakh tickets number of tickets in closed / lite state across all campaigns 5 6 lakh tickets average number of messages in a ticket 8 count tickets maximum number of tickets created in a min 32 count tickets average number of tickets created in a min 6 count tickets total number of tickets in a contact center 7 6 lakh tickets max size of message in a ticket 300 kb tickets average size of message in a ticket 32 kb tickets average size of attachment in a message 400 kb tickets maximum size of attachment of a message 5 mb tickets number of total messages across all tickets in a contact center 0 61 crore tickets average number of open and pending tickets per user 300 count tickets average number of closed tickets per user 850 count tickets ticket search requests per min by all users 1800 count tickets total merge ticket operations per min 3 count tickets updating custom fields operation per min 100 count tickets ticket assign and reassign req per min 20 count tickets ticket un assign req per min 20 count tickets get ticket requests per min 2700 count tickets max ticket external state that can be created 12 count chat maximum agents assigned in chat campaign 200 count chat max concurrent live chats connected to all agents 320 count chat maximum size of all text messages exchanged in a chat 2 kb chat maximum size of an attachment sent in a chat session/interaction either via consumer or agent 5 mb chat max total size of attachments sent in a chat session/interaction 20 mb chat maximum chat transfer requests to an agent in an hour 20 count chat maximum chat transfer requests to a queue in an hour 8 count chat maximum chats queued in a queue concurrently 20 count chat max concurrent chat transfers from bot to an agent at any point of time 20 count chat max chats transferred from bot to agent in an hour 240 count chat maximum customer addition requests received in an hour 240 count campaign number of interaction campaign (per process) 1 count customers total number of customers created in a contact center 24 lakhs rule engine maximum time that can be configured per sla 75 days rule engine maximum number of event rules 40 count rule engine maximum number of timer rules 8 count rule engine maximum number of routing rules 8 count