System limits in Webex Contact Center

This article lists the system configuration limits for all entities in Webex Contact Center.

Table 1. Maximum system limits for configuration entities and attributes
Configuration entities	Entity attribute	Maximum allowed limit for tenants
Sites	Active	300
Teams	Agent based	3000
Teams	Agent based - Users	100
Teams	Capacity based	100
Teams	Capacity based - Active	50
Teams	Capacity based - Inactive	100
Auxiliary code	Idle	1000
Auxiliary codes	Wrapup	1000
Entry points	Active	6000
Oudial entry points	Active	1000
Users*	Active	20000
Users	Supervisors	3000
Users	Teams	50
Multimedia profiles	Active	150
Desktop layouts	Active	200
Skills	Active	1000
Skills	Text	200
Skills	Text length	50
Skills	Enum limits	200
Skills	Enum length	50
Skill profiles		9000
Skill profiles	Skills	50
Queues	Skill requirements	50
Queues	Skill-based routing type	500
Queues	Team-based routing type	10500
Global variables	Active	5000
Threshold rule	Active	1000
Desktop profiles	Active	1500
Desktop profiles	Maximum auto-wrapup timeout	600000 milliseconds
Desktop profiles	Auxiliary codes—wrapup codes	50
Desktop profiles	Auxiliary codes—idle codes	50
Desktop profiles	Transfer targets	150
Desktop profiles	Buddy teams	150
Desktop profiles	Dial plans	10
Desktop profiles	Agent Dial number validation criteria	10
Desktop profiles	Viewable statistics queues	100
Desktop profiles	Viewable statistics teams	100
User profiles	Active	1500
User profiles	Access rights - sites	20
User profiles	Access rights - teams	100
User profiles	Access rights - entry points	50
User profiles	Access rights - queues	250
Routing Strategy	Global	200
Routing Strategy	Global entry points	500
Routing Strategy	Per entry point	20
Dialed numbers	Entry Point	15000
Dialed numbers	Per entry point	500
Contact service queue	Inbound	11000
Contact service queue	Outbound	5000
Contact service queue	Distribution groups	20
Contact service queue	Distribution groups - teams	50
Contact service queue	Distribution groups - total teams	250
Contact service queue	Service level threshold - telephony	86400 seconds
Contact service queue	Service level threshold - chat	86400 seconds
Contact service queue	Service level threshold - digital	604800 seconds
Contact service queue	Service level threshold - email	1209600 seconds
Contact service queue	Maximum time in queue - telephony	86400 seconds
Contact service queue	Maximum time in queue - chats	86400 seconds
Contact service queue	Maximum time in queue - digital	604800 seconds
Contact service queue	Maximum time in queue - email	1209600 seconds
Call recording schedule	Per queue	20
Call monitoring Schedule		2000
Call monitoring Schedule	Queues	250
Call monitoring Schedule	Sites	20
Call monitoring Schedule	Teams	100
Call monitoring Schedule	Agents	500
Call recording Schedule	Sites	20
Call recording Schedule	Teams	100
Call recording Schedule	Agents	500
Address Book		3000
Address Book	Entries	6000
Address Book	Total entries	100000
Outdial ANI		400
Outdial ANI	Entry	200
Outdial ANI	Total entries	2000
Audio file		17250
Audio file	Size in bytes	5242880
Audio file	Total size in bytes	2097152000
Call monitoring	Dashboard - queues	250
Call monitoring	Dashboard - teams	100
Call monitoring	Dashboard - agents	500
Recording management	Queues	250
Recording management	Sites	20
Recording management	Teams	100
Recording management	Agents	500
Recording management	Wrapup codes	50
Recording management	Tags	50
Call monitoring	Maximum concurrent sessions	2000
Maximum concurrent supervisor sessions	Maximum concurrent supervisor sessions	1000
Business Hours		5000
Overrides	Overrides	5000
Holiday list		5000
Business Hours	Working hours	50
Overrides	Overrides	100
Holiday list		150
Number of Connectors	Per connector Type	There is no maximum limit on the total number of connectors; however, each connector type has it's own maximum limit. Webex Experience Management – 1 Custom connector – 10 SalesForce – 5 Google CCAI – 10 Webex Contact Center– 5 Bring Your Own Virtual Agent – 5 Microsoft Dynamics 365 – 10
CCAI Config		100

* Webex Contact Center supports unlimited concurrent agents at the organization level.

Table 2. Maximum System Limits for Filters
Application/Feature	Entity 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
	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
Desktop Profiles
Address Book

Outdial ANI
Skills Definition
Skill Profile
Entry Point Mappings
Audio Files

The table lists the supported configuration limits for routing and queuing. Active limits are the operable limits for configurations to work optimally. Maximum limits are the threshold limits for configurations to work at maximum capacity. We recommend that you use configuration values that are within the parameters mentioned in the Maximum Limits column of this table.

Table 3. Active and maximum configuration limits
Configurations	Active Limits
Maximum number of agents for a team	50
Maximum number of concurrent agents for a team	10000
Maximum number of teams for a Call Distribution Group	50
Maximum Call Distribution Groups in a queue	20
Maximum number of teams in a queue, across all Call Distribution Groups	250
Maximum number of agents for a queue (maximum agents in a team x maximum teams for a Call Distribution Group x maximum Call Distribution Groups in the queue)	500
Maximum time in a queue (voice)	1 day
Maximum skills for a skill profile	50
Maximum number for a Capacity-Based Team	100
Maximum Capacity-Based Teams for an organization	50
Maximum number of concurrent calls for Capacity-Based Teams (maximum number for a Capacity-Based Team x maximum number of Capacity-Based Teams for an organization)	5000
Maximum skill requirements for a contact	10
Maximum number of concurrent calls for call monitoring	2000
All outbound (Preview and Progressive) campaigns for an organization	100
Maximum number of agents in a campaign	500

Self-loop limits for Flow Designer activities

The following system-defined self-loop limits have been defined for various activities within Flow Designer. These limits serve as a safeguard against logical errors caused by unintended loops, ensuring that such errors do not fail silently.

Configurations	Self-loop limit
Callback	10
Queue Contact	100
Blind Transfer	10
Disconnect Contact	0
Queue to Agent	100
Advanced Queue Information	1500
Escalate Call Distribution Group	750
Set Caller ID	100
Recording Control	10
Bridged Transfer	75
Call Progress Analysis	10
Set Contact Priority	100
Schedule Callback	10
Virtual Agent	50
Virtual Agent V2	50

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Self-loop limits for Flow Designer activities

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