Below is an example of the entity sizing guidelines for 2024.
All the numbers are for a contact center with a size ≤1500 and ideal to 2000 possible (increased from 1000 to 1500 in 2023)
Number of agents per scheduling unit: 120 (increased from 100 in 2023)
WEM skills per tenant: 125 (increased from 100 in 2023)
| Parameters that remain unchanged (same since 2022) | Recommended Upper Limit |
| Number of WEM skills per agent | 8 [recommend 4 skills per agent on an average] |
| Number of ACD skills per tenant mapped to WEM skills | 120* (WEM skills :ACD skills || 1 : Many) |
| Number of weekly rules per tenant | 1 rule per 20 Agents |
| Window for start times | Limit to 2 hours |
| Session handling configuration | 1 |
| History length for forecast | 3 months to 24 months in past [date selection possible] |
| Forecast time period | No limit. Can select any of the available options – Week: 1/2/3; Month: 1/3/6 months; Year: 1 |
| Interval breakdown pattern | 8 by default [selection can be done from 1-26 weeks] |
| Number of staffing parameters for forecasted skills | No limit |
| Number of activity codes per daily rules | 4. For example, 2 breaks, 1 lunch, 1 activity like Meeting. |
| Number of forecasts generated per week (large size) | 5 |