How to calculate the number of Altitude uCI Server processes

Calculate the number of required Altitude uCI Server processes depending on the workload of your contact center.

DOCM

Calculate the number of DOCM processes as follows:

$$\mathrm{n\_DOCM}=2+\max \left(\frac{\mathrm{n\_agents\_n\_conn}}{\mathrm{n\_conn\_factor}},\frac{\mathrm{n\_working\_agents}}{\mathrm{script\_change\_factor}}\right)+\frac{\mathrm{n\_reports}}{5}$$

• n_agents_n_conn: Maximum number of working agents handling email, instant messaging, workflow tasks, or other non-connected interactions.
• n_conn_factor: A number between 15 and 20. Select 20 for a low number of concurrent non-connected interactions or 15 for a high number of concurrent non-connected interactions.
• n_working_agents: Maximum number of simultaneous working agents.
• script_change_factor: A number between 30 and 50. Select 30 if the scripts of the contact center campaigns change frequently, and 50 if the scripts of the contact center campaigns do not change frequently.
• n_reports: Maximum number of concurrently generated reports.

LPTS

Calculate the number of LPTS processes as follows:

$$\mathrm{n\_LPTS}=2+\mathrm{n\_reports}+\mathrm{n\_sup\_operations}$$

• n_reports: Maximum number of concurrently generated reports.
• n_sup_operations: Maximum number of concurrent bulk operations. For example, resubmit contacts, update contacts, or load contacts.

SAM

Calculate the number of SAM processes as follows:

$$\mathrm{n\_SAM}=3+\frac{\mathrm{n\_working\_agents}}{\mathrm{n\_agents\_factor}}$$

• n_working_agents: Maximum number of simultaneous working agents.
• n_agents_factor: A number between 10 and 20. Select 20 for a low number of concurrent interactions and small complexity agent scripts and 10 for a high number of concurrent interactions or complex agent scripts.

SQL

Calculate the number of SQL processes as follows:

$$\mathrm{n\_SQL}=2+\max \left(\frac{3*\mathrm{n\_working\_agents}}{2*\mathrm{n\_agents\_factor}},\frac{3*\mathrm{n\_working\_supervisors}}{\mathrm{n\_supervisors\_factor}}\right)$$

• n_working_agents: Maximum number of simultaneous working agents.
• n_agents_factor: A number between 5 and 10. Select 10 if the agent script has a low usage of SQL queries and cursors, and 5 if the agent script has a high usage of SQL queries and cursors.
• n_working_supervisors: Maximum number of simultaneous working supervisors.
• n_supervisors_factor: A number between 3 and 5. Select 5 for a low number of entities that supervisors monitor and 3 for a high number of entities that supervisors monitor.

SS

Calculate the number of SS processes as follows:

$$\mathrm{n\_SS}=2+\frac{\mathrm{n\_working\_supervisors}}{\mathrm{n\_supervisors\_factor}}$$

• n_working_supervisors: Maximum number of simultaneous working supervisors.
• n_supervisors_factor: A number between 5 and 10. Select 10 for a low number of entities that supervisors monitor and 5 for a high number of entities that supervisors monitor.

TMAN

Calculate the number of TMAN processes as follows:

$$\mathrm{n\_TMAN}=5+\frac{\mathrm{n\_working\_agents}}{\mathrm{n\_agents\_factor}}+\frac{\mathrm{n\_working\_supervisors}}{\mathrm{n\_supervisors\_factor}}$$

• n_working_agents: Maximum number of simultaneous working agents.
• n_agents_factor: A number between 10 and 15. Select 15 for a low number of concurrent interactions and 10 for a high number of concurrent interactions.
• n_working_supervisors: Maximum number of simultaneous working supervisors.
• n_supervisors_factor: A number between 3 and 5. Select 5 for a low number of entities that supervisors manage or monitor and 3 for a high number of entities that supervisors manage or monitor.

TSRV

Calculate the number of TSRV processes as follows:

$$\mathrm{n\_TSRV}=\max \left(\mathrm{n\_cores\_cpu},\frac{\mathrm{n\_trace\_processes}}{\mathrm{trace\_factor}}\right)$$

• n_cores_cpu: Number of physical cores of one CPU on the Altitude uCI Server machine.
• n_trace_processes: Number of Altitude uCI Server processes with enabled trace files.
• trace_factor: A number between 5 and 10. Select 10 if the Altitude uCI Server writes trace files with a low detail trace level (Medium and High importance or High importance), and 5 if the Altitude uCI Server writes trace files with a high detail trace level (All debugging importance or Low, medium and high importance).