System Limits in Webex Contact Center

This section on system limits contains all the configurations and visualization limits that apply to the Webex Contact Center Management Portal.

The table lists the maximum system limits for configuration object types and configuration object attributes. For details of attributes within each entity, see Provisioning. Some values of system limits may vary based on specific platforms. The Service Details section on your Control Hub organization will show the voice channel service as Webex Calling Integrated or Real Time Media Service (RTMS).

Maximum System Limits for Configuration Object Types and Attributes

Configuration Object Type

Configuration Object Attribute

Description

Maximum Allowed Limit

Users

Active Users

The maximum number of users who can have the Contact Center Enabled option set to Yes, for any profile type.

2500

Users

Configured Users

The maximum number of users with Webex Contact Center license and role privileges.

7500

Note

There can be an impact on the synchronization of users from Control Hub. Once this limit is reached, new users will not be added to the contact center from Control Hub until the contact center licenses/roles are revoked from other users.

Users

Supervisor

The maximum number of users with profile type as supervisor or administrator with Premium license.

750

Note

There can be an impact on the synchronization of users from Control Hub. Once this limit is reached, new users will not be added to the contact center from Control Hub until the contact center licenses/roles are revoked from other users.

Team

The maximum number of teams with the status as Active.

750

Team

Agents

The maximum number of users with Contact Center Enabled option set to Yes, for any given team.

Note

These users can be any agent, Supervisor, or Administrator.

500

Sites

The maximum number of sites with the status as Active.

150

User Profiles

The maximum number of user profiles with the status as Active.

750

User Profiles

Access Rights–Sites

The maximum number of sites that can be explicitly specified in user profile, access rights.

20

User Profiles

Access Rights–Teams

The maximum number of teams that can be explicitly specified in user profile, access rights.

100

User Profiles

Access Rights–Entry Points

The maximum number of entry points that can be explicitly specified in user profile, access rights.

50

User Profiles

Access Rights–Queues

The maximum number of queues that can be explicitly specified in user profile, access rights.

250

Entry Points

The maximum number of entry points with the status as Active.

1000

Entry Point Mappings

Dialed Number

Total number of dial number to entry point mappings.

100000

Entry Point Mappings

Dialed Number

The maximum number of dialed numbers that can be mapped to an entry point. This limit varies by the voice channel service used by the tenant.

  • Webex Calling Integrated: 100

  • RTMS: 500

Outdial Entry Point

The maximum number of outdial entry points with the status as Active.

500

Queue

The maximum number of queues with the status as Active.

5000

Queue

Call Distribution Group

The maximum number of call distribution block levels.

50

Queue

Call Distribution Group–Teams

The maximum number of teams for a call distribution block.

50

Queue

Service Level Threshold

The maximum service level threshold.

For channel type:

  • Telephony: 24 hours (86400 seconds)

  • Chat: 24 hours (86400 seconds)

  • Email: 336 hours (1209600 seconds)

  • Social Channel:168 hours (604800 seconds)

Queue

Maximum Time

The maximum amount of time in the queue.

For channel type:

  • Telephony: 24 hours (86400 seconds)

  • Chat: 24 hours (86400 seconds)

  • Email: 336 hours (1209600 seconds)

  • Social Channel: 168 hours (604800 seconds)

If you edit an existing queue that has the Maximum Time in Queue value set to 172800 seconds, it shows an error. For the Telephony channel type, you must set the value to the maximum allowed limit that the error message specifies to update the queue.

Outdial Queue

The total number of outdial queues.

2500

Work Types

The maximum number of work types with the status as Active.

  • For idle codes: 1000

  • For wrap-up codes: 1000

Auxilary Codes

The maximum number of active auxiliary codes.

  • For idle codes: 1000

  • For wrap-up codes: 1000

Agent Profile

The maximum number of agent profiles.

300

Agent Profile

Wrap Up Settings–Auto Wrap Up with Time Out Of

The maximum duration of auto wrap-up timeout.

600 seconds (10 minutes)

Agent Profile–Wrap Up Settings

Wrap Up Codes–Specific

The maximum number of explicitly specified wrap-up codes supported in an agent profile.

50

Agent Profile–Wrap Up Settings

Wrap Up Codes–Specific

The maximum number of explicitly specified idle codes in an agent profile.

50

Agent Profile

Collaboration–Transfer Targets–Specific

The maximum number of explicitly specified collaboration entry points/queue transfer destinations.

150

Agent Profile

Collaboration–Buddy Teams–Specific

The maximum number of explicitly specified collaboration buddy teams.

150

Agent Profile

Dial Plan

The maximum number of dial plans.

10

Agent Profile

Agent DN Validation–Validation Criteria–Specific

The maximum number of dial plans that can be selected for validation.

10

Agent Profile

Agent Viewable Statistics–Queue Statistics–Specific

The maximum specific queues that can be specified for queue statistics.

100

Agent Profile

Agent Viewable Statistics–Team Statistics–Specific

The maximum explicitly specified Agent Performance Statistics (APS) for teams.

100

Address Book

The maximum number of address books.

3000

Address Book

The number of address book entries.

150

Outdial ANI

The maximum number of Outdial Automatic Number Identifications (ANI).

300

Outdial ANI

The maximum number of Outdial ANI entries.

500

Multimedia Profiles

The maximum number of multimedia profiles that can be created.

100

Desktop Layout

The maximum number of custom desktop layouts that can be created.

100

Skill Definitions

The maximum number of skill definitions.

1000

Skill Definitions

The maximum number of skills, for skill type selected as Text.

200

Skill Definitions

The length of characters for a text skill.

50

Skill Definitions

The maximum enum list values for the enumeration skills.

200

Skill Definitions

The maximum length of each enumeration value, for enumeration skills.

50

Skill Profiles

The maximum number of skill profiles.

9000

Skill Profiles

The maximum number of active skills per profile.

150

Threshold Rules

The maximum number of threshold rules.

500

Global Variables

The maximum number of global variables.

5000

Call Recording

Call Recording Schedules

The maximum number of call recording schedules.

1000

Call Monitoring

Call Monitoring Schedules

The maximum number of call monitoring schedules.

1000

Routing Strategy

Global Routing Overrides

The maximum number of global routing strategies.

100

Routing Strategy

Global Routing Overrides

The maximum number of entry points for a global routing override.

500

Routing Strategy

Non-default Routing Strategies

The maximum number of routing strategies for an entry point.

20

Audio Files

The maximum size of a single audio file.

5 MB

Audio Files

The maximum size of all audio files (in total).

1000 MB

Audio Files

The maximum number of audio files.

4000

The table lists the system limits for visualization of filters on the UI of the Management Portal for recording management, call recording and call monitoring schedules features:

Maximum System Limits for Filters

Application/Feature

Object Types with Filters

Description

Maximum Allowed Limit

Recording Management

Queues

The maximum number of filters for queues.

250

Sites

The maximum number of filters for sites.

20

Teams

The maximum number of filters for teams.

100

Agents

The maximum number of filters for agents.

500

Wrap-Up Codes

The maximum number of filters for wrap-up codes.

50

Tags

The maximum number of filters for tags.

50

Call Recording Schedules

Sites

The maximum number of filters for sites.

20

Teams

The maximum number of filters for teams.

100

Agents

The maximum number of filters for agents.

500

Call Monitoring Dashboard

Queues

The maximum number of filters for queues.

250

Sites

The maximum number of filters for sites.

20

Teams

The maximum number of filters for teams.

100

Agents

The maximum number of filters for agents.

500

Call Monitoring Schedules

Queues

The maximum number of filters for queues.

250

Sites

The maximum number of filters for sites.

20

Teams

The maximum number of filters for teams.

100

Agents

The maximum number of filters for agents.

500

The listed entities have a maximum limit on the number of characters that can be used for the Name field.

  • Entry Point

  • Queue

  • Outdial Entry Point

  • Outdial Queue

  • Site

  • Team

  • Users

  • User Profiles

  • Work Types

  • Auxilary Code

  • Agent Profiles

  • Address Book

  • Outdial ANI

  • Skills Definition

  • Skill Profile

  • Entry Point Mappings

  • Audio Files
Note

The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.