Service Cloud Voice Org Limits

Service Cloud Voice observes the following limits for each org.

What	Description	Limit	Notes
Concurrent conversations	Maximum number of combined voice calls and messaging for in-app and web, both active and in queue, in a single org at one time.	25,000 voice calls and messaging for in-app and web at the same time per org	Includes all types of calls (for example, inbound, outbound, transfer, callback). Active calls include calls with or without transcriptions. Transferred calls are considered to be a continuation of the original call. After the limit is reached, real-time transcriptions aren’t created. Phone calls continue to be handled and routed to agents as usual, but without real-time transcription.
Conversations per second	Maximum number of voice calls created per second.	50 calls initiated per second per org	Includes all types of calls (for example, inbound, outbound, transfer, callback). After the limit is reached, transcriptions won’t work for additional calls in that second.
Utterances per second	Maximum number of utterances that can be transcribed within each second interval. The length of an utterance is variable, depending on when pauses occur within spoken conversation.	5,000 utterances per second per org	This limitation may result in some voice calls sporadically missing transcriptions within a call. For example, suppose that there are 1,401 concurrent conversations. If every conversation generates an utterance exactly at the same time, then one call won’t have a transcription.

Service Cloud Voice Implementation Guide