SQL Database Size and Growth

Introduction

AnywhereNow has performed tests to provide an initial size and indicative growth of the two primary SQL Databases encountered in an AnywhereNow deployment.

Tested are the:

• Call Detail Records (CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database.) Database, and the

• Dialogue Manager (DM AnywhereNow Dialogue Manager (DM) is the internal service which processes text based messages from various Dialogue Providers to and from WebAgent. It is a transactional database used to swiftly process messages rather than generate reports used by analytical databases.) Database.

Test Scenarios

The test has been performed on a single UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. set-up for Audio Calls and DialogueManager with Email Dialogue Provider.

The measured DB size values are those provided by SQL Server Management Studio (SSMS) standard reports for "Disk Usage" and "Disk Usage by Table".

Collected are the DB size indications of 4 scenarios using a newly installed (newly, meaning dropped and recreated) SQL database for each scenario. The scenarios are:

1. The greenfield database after first startup of the UCC (i.e. no dialogues have been made on that UCC)

2. The database after 10 audio calls
   (inbound call from PSTN ->IVR choice and skill -> hunted to 1 agent -> answered by agent -> terminated by agent -> 1 classifcation given by agent)

3. The database after 10 email conversations with no file attachment
   (inbound email from internet -> hunted to 1 agent -> answered by agent -> replied by agent -> terminated by agent -> 1 classifcation given by agent)

4. The database after 10 emails with a 1 MB file attachment to both inbound email and reply email
   (inbound email from internet -> hunted to 1 agent -> answered by agent -> replied by agent -> terminated by agent -> 1 classification given by agent)

Test Variables

1. The text used in the body of the email is the standard 69 word "Lorem Ipsum" text passage:
   "Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum."

2. The attachment file is a 1 MB generated .zip file (with thanks to "the test data" website. Learn More - thetestdata )

Test Results

The tables below show the summary of data collected from the SSMS standard reports.

For convenience we have extrapolated (see last 2 columns) the size of the raw data consumed for 1000 Dialogues

Test Result CDR Database

Scenario Call Detail Record (CDR) Database	CDR DB space used	CDR DB Data files space reserved	CDR DB Transaction Log space reserved	CDR DB Total space reserved	CDR Data File auto growth	CDR Log File auto growth	Raw data (Delta)	1000 Dialogues (Extrapolated)
Greenfield UCC Startup (0 dialogues)	4.13 MB	8.00 MB	8.00 MB	16.00 MB	-	-	-	-
After 10 basic audio calls	8.56 MB	72.00 MB	8.00 MB	80.00 MB	64.00 MB	-	4.43 MB	447.13 MB
After 10 basic email conversations (no attachments)	7.25 MB*	72.00 MB	8.00 MB	80.00 MB	64.00 MB	-	3.12 MB	316.13 MB
After 10 basic email conversations (with 1MB attachments)	7.13 MB*	72.00 MB	8.00 MB	80.00 MB	64.00 MB	-	3.00 MB	304.13 MB

* The slightly higher data size (while they should be almost equal) is explained because during the test-run with "no-attachments" the message hunted the agents multiple times before being picked up causing each hunt-event to be registered in the database. On the test run "with-attachment" the agent accepted the conversation on first hunt.

Test Results DM Database

Scenario Dialogue Manager (DM) Database	DM DB space used	DM DB Data files space reserved	DM DB Transaction Log space reserved	DM DB Total space reserved	DM Data File auto growth	DM Log File auto growth	Raw data (Delta)	1000 Dialogues (Extrapolated)
Greenfield UCC Startup (0 dialogues)	4.44 MB	8.00 MB	8.00 MB	16.00 MB	-	-	-	-
After 10 basic audio calls	4.44 MB	8.00 MB	8.00 MB	16.00 MB	-	-	-	-
After 10 basic email conversations (no attachments)	6.81 MB	8.00 MB	8.00 MB	16.00 MB	-	-	2.37 MB	241.44 MB
After 10 basic email conversations (with 1MB attachments)	27.81 MB	72.00 MB	72.00 MB	144.00 MB	64.00 MB	64.00 MB	23.37 MB	2,341.44 MB

Additional growth factors of CDR Database

Additional data added to the database will consume more space. Reasons for additional growth of the CDR database not included in this test can be, but are not exclusively limited to the use of:

• Agent Presence Changes

• Reason Codes

• Playlists and playlist positions

• Quality Monitoring (QM) Settings and Scores

• Audio and/or screen Recording storage locations

• Call flows configured to pass from one UCC to another (each UCC will write its own set of records)

Additional growth factors of DM Database

Additional data added to the database will consume more space. Reasons for additional growth of the DM database not included in this test can be, but are not exclusively limited to the use of:

• larger bodies of text content, like embedded tables, forms, elaborate standard signatures or other default multi-media files

• The use of inline images (not attachments) or multimedia content in each message

• The setting AddMessageThreadToReply. (If set to true will exponentially grow each subsequent message thread in a conversation, because data gets duplicated)

• The setting AddMessageThreadToForward. (If set to true will exponentially grow the new message thread in the conversation after the forward, because data gets duplicated)

• For WebChat the potential rich content of Adaptive Card Responses