Entity Sizing Guidelines for 2024

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