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- Number of agents assigned to the list. The number of agents you have working on the list affects how quickly the cache will be emptied. A larger number of agents requires a larger number of pending dial entries as more agents are requesting them. In the case of a dial list created using the Single list with Multiple Users (filtered by record ownership) option, each assigned agent has their own cache. Therefore, the number of agents assigned to each cache is 1. When using the calculation—later in this page—to work out cache size, you will not need to include the number of agents in the calculation.
- Average dial entry processing time. The average dial entry processing time should take into account successful calls, unsuccessful calls—such as no answer calls—and any skipped dial entries.
The time it takes to process a dial entry affects how quickly the cache will be emptied. A longer average processing time requires fewer pending dial entries as agents will less often request them. - Cache expiry time. For information about the cache expiry time, see the Cache expiry time (in seconds) section earlier in this page.
Using these three values, use the following calculation calculations to get the recommended cache size:
When the dial list is created using the Single List or Multiple Lists option:
Code Block ((Cache expire time / Average dial entry processing time) * Agents assigned) * 1.25 = Cache size
When the dial list is created using the Single list with Multiple Users (filtered by record ownership) option:
Code Block (Cache expire time / Average dial entry processing time) * 1.25 = Cache size
Multiplying by 1.25 provides a buffer to avoid the cache becoming empty.
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