---
title: Omni CC FUP| Chat and Ticketing | M1
slug: contact-center/omni-cc-fupor-chat-and-ticketing-or-m1
docTags: 
createdAt: 2025-11-04T05:07:49.986Z
---

# 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 |